Frequently Asked Questions

Select the tour, available date, and number of participants directly on our website. Fill in your details and make the payment using the available options.

Once payment is received and approved, we will send you a booking confirmation via email and WhatsApp.

Yes. Once payment is approved, you will receive confirmation via email and WhatsApp, followed by the final confirmation with the schedule, meeting point, and recommendations.

If there is any issue with availability, we will contact you immediately to offer an alternative.

The initial confirmation is sent once payment is approved. The final confirmation with all details is sent via email and WhatsApp.

Please make sure to correctly enter your email address and WhatsApp number when making the purchase.

Available methods will appear during the checkout process. You can pay with a bank card or other enabled methods at checkout. Please check the total amount and currency before finalizing.

Prices are primarily displayed in Mexican pesos (MXN). If you use a foreign card, your bank may apply its own exchange rate or an additional fee.

It depends on the experience. Some tours are priced per person; others (private tours, boats, or yachts) have a total price per group. The modality is indicated on each activity's page.

Inclusions vary by experience. Some tours may include:

• Snorkeling gear
• Life vest
• Guide
• Entrance to the cenote, park, or reef
• Boat transportation
• Safety equipment

Check the inclusions section of each tour for more details.

The description of each activity will indicate whether transportation is included, if you need to go to a meeting point, or if there is an option to hire it for an additional cost.

It depends on the booked tour. After confirming your reservation, we will send you the exact location and arrival time via email and WhatsApp. We recommend arriving early.

We offer shared experiences and private tours. The page for each activity will indicate the modality.

Yes. We can help you with bookings for families, groups, celebrations, and private experiences. Contact us via WhatsApp with the tour, date, and number of participants.

Some tours accept same-day reservations, subject to availability. For last-minute bookings, please contact us via WhatsApp before making payment.

It is advisable to be confident in the water. A life vest and safety instructions are provided. If you don't know how to swim or feel unsafe, please contact us before booking.

The minimum age depends on the tour and the provider. Please review specific information or contact us to confirm restrictions. Minors must be supervised by an adult.

Some activities (ATV, buggy, fast boats) may not be recommended. Please contact us before booking to check specific restrictions.

Some activities may not be suitable for people with heart, respiratory, mobility issues, or recent injuries. Consult your doctor and contact us before booking.

• Swimsuit and towel
• Comfortable clothes and a change of clothes
• Sandals or appropriate footwear
• Hat, cap, and sunglasses
• Additional money and identification
• Water bottle (when permitted)

⚠️ In some cenotes, sunscreen, creams, or repellent are not allowed to protect the ecosystem.

On many tours, you can bring a waterproof camera or cell phone with a waterproof case at your own risk. We are not responsible for lost, wet, stolen, or damaged items.

Activities are subject to weather and safety conditions. If cancelled for safety reasons, we will contact you to offer a date change, alternative activity, or other solution.

Policies vary by tour. Please review the conditions before booking. Cancellations outside the deadline, no-shows, or late arrivals may not be refundable.

Changes are subject to availability. Please contact us via WhatsApp as soon as possible with:

• Full name
• Order number
• Booked tour
• Original date and requested new date

Tours have fixed schedules. We recommend arriving 15-30 minutes early. Late arrival may be considered a no-show and may not be refundable. Please contact us immediately if this occurs.

A no-show is usually considered a used service and may not be refundable. If you have an emergency, please contact us as soon as possible.

It is not necessary. You can show it from your cell phone. Please have your order number and identification available.

Via WhatsApp or using the contact details on our page. For faster help, please include:

• Full name
• Tour of interest and desired date
• Number of participants
• Order number (if you have already booked)