Refund & Cancellation Policy
The information below sets forth the Web Refund & Cancellation Policy for:
Pro Dive Mexico, S.A. de C.V.
km 269.5 carretera Chetumal-Pto.Juarez
Puerto Aventuras, Q. Roo
Solidaridad, Mexico, CP 77750
Even in spite of our company’s mission to "Provide the best QUALITY, SAFETY and CUSTOMER SATISFACTION", occasionally some unexpected events might happen during your holidays. We are enforced by law to provide our clients a Refund & Cancellation Policy. And we are proud to do so. Our policy is open, honest and is not written with small prints. This is what we guarantee!
1.1 Refund policy: diving, snorkeling and other excursions:
Cancellations more than 30 days prior to Dive/Snorkel/Excursion date
- full refund. *
Cancellation 30 - 3 days prior to Dive/Snorkel/Excursion date
- 10 % fee is charged.
Cancellation within 72 hours prior to Dive/Snorkel/Excursion date
- No cash refund is given.
- Cancellations due to sickness or other medical condition, which prevents client from diving/snorkeling or excursion: We would request a written statement of a doctor, in which case we will do everything possible to reschedule the Dive/Snorkel/Excursion without extra cost. If rescheduling isn't possible within holiday's timeframe, the client shall receive a voucher which will be valid for 5 consecutive years.
Cancellations without notice
- No Refund
Cancellation policy for Excursions:
- Excursions can be rescheduled due to "bad" weather.
- All dive/snorkel/excursions will commence as scheduled, without further notice from Pro Dive Mexico.
- Cancellations by Pro Dive Mexico due to any reason will result in 100% refund. *
- Cancellations due to sickness, must be justified in writing by a Medical authority.
- Rainy or cloudy weather are no valid reasons for cancellation by client, we strictly follow harbour master recommendations on when to cancel a tour.
- A "No Show" without notice in advance is equivalent to a cancellation without notice.
* 4,5% charges applies.
1.2 Refund policy: direct online "Stay & Dive" Packages
Pro Dive Mexico is happy to offer our special room rates directly to the customer as part of our diving package. We are not an agency and offer this as a service, and therefore we cannot be responsible or interact on any complaint, room preference, overbooking and hotel availability.
Please address this directly with the hotel/resort management in question as they can act immediately.
For the diving part of this package, above Refund Policy 1.1 applies.
For the hotel/resort part of the package, this Refund Policy 1.2 applies also.
Cancellations more than 30 days prior to arrival date.
- full refund. *
Cancellations 30 - 7 days prior to arrival date.
- 10 % fee is charged.
Cancellations within 7 days prior to arrival date
- All Cancellations within 7 days prior to guest arrival date will have a penalty of 1 night from April 15th thru June 30th and from September 01st thru December 15th.
- All Cancellations within 7 days prior to guest arrival date will have a penalty of 2 night from July 01st thru August 31st and from December 16th thru April 14th.
- Cancellations or changes made after checking-in are subject to a 100% penalty
- All No Shows reservations will have a penalty of 2 nights.
- All Early Departures will have a penalty of 2 nights.
Cancellation and No Show policies for GROUPS.
- All cancellation or room reduction on the number of rooms originally booked have to be in written and must be received by the Sales Department 30 days before the group arrival date.
- Any cancellation or room reduction less than 30 days before group arrival date will have 1 night penalty charge.
- Any cancellation (Or No Shows) less than 15 days before group arrival date will have a 2 nights penalty charge.
Cancellation policy Excursions:
- Excursions can be rescheduled due to "bad" weather.
- All dive/snorkel/excursions will commence as scheduled, without further notice from Pro Dive Mexico.
- Cancellations by Pro Dive Mexico due to any reason will entitle the client to a 100% refund. *
- Cancellation due to sickness, must be justified in writing by a Medical authority.
- Rainy or cloudy weather are no valid reasons for cancellation by client, we strictly follow harbour master recommendations on when to cancel a tour.
- All "No Shows" without notice in advance is equivalent to a cancellation without notice. (see 1.1)
* 4,5% charges applies.
Hotel policies can change without further notice. (We obey hotel policies)
Pro Dive Mexico will do everything possible to solve any dispute. Please give our team a chance to solve any conflict you have, by addressing them before you fly back home. Here we have the best possibility to serve you!
Thank you very much for choosing Pro Dive Mexico.