Frequently asked questions
Find the details for your reservation, pickup and day in Cozumel.
Reservations and payments
What is your cancellation policy?
You can modify or cancel a booking up to 24 hours before the tour departure time at no charge and receive a full refund. Within 24 hours of the start time, sales are final and no refund is given.
Do you pick up at my cruise port, hotel or Airbnb?
Yes. We pick up and drop off at cruise ports, hotels, Airbnbs and the ferry terminal anywhere in Cozumel, including downtown and the tourist zones. If you are coming from Playa del Carmen, ask us about pickup.
Where do I find my pickup location?
Your confirmation email includes detailed pickup directions. You can also read them in the Pickup section of each tour page.
What currency do you use?
Payments are processed in Mexican pesos (MXN), and the exchange rate is shown during checkout on the website. U.S. dollars and Mexican pesos are both widely accepted during the tours.
Can I reserve now and pay on arrival?
Yes. You can secure your booking with a 50 percent deposit, or pay the full amount when you book. The balance can be paid on arrival in cash or by card, or by card before the tour.
Is my card information secure?
Yes. Online payments are processed by established payment providers that use encryption and security protocols, so your payment details stay protected.
Will I receive a confirmation?
Yes. After you book, you receive a confirmation by email with your e-ticket and pickup directions. It can take a few minutes and may land in your spam folder.
Your arrival and your day
Do I need cash for the tour?
We recommend bringing some extra money for souvenirs, photos or extra services that are not included.
Is the return to my cruise ship guaranteed?
We set tour times around your cruise ship schedule so that every guest returns to the port on time. Getting you back on time is our first priority.
Do the tours follow cruise time or Cozumel time?
All of our tours follow Cozumel local time.
What happens if the weather is bad?
Your safety comes first. If weather prevents us from operating safely, we offer a later start time or another day if you are staying on the island. If that is not possible, you receive a full refund.
What if my ship is late, changes its arrival date or misses the port?
We monitor cruise arrivals and move your start time to the next available slot if your ship is late or changes schedule. If the ship misses the port or we cannot reschedule, you receive a full refund.
Why do you need my cruise ship or hotel name?
So we can follow your arrival in Cozumel and adjust your schedule when needed, for example after a late arrival or a changed docking time. The ship name also tells apart ships from the same cruise line.
What should I bring?
Comfortable clothes and shoes, swimwear, sunglasses, a hat or cap, a towel, and a good mood for the photo moments.
Still have a question?
Message us on WhatsApp and we will answer you.