Cenote Diving Tours with The Cenote Guy – Terms & Conditions

It is very important that you read the terms and conditions very carefully before booking with us.

• We only dive with certified divers!! (Minimum Open Water certified and must be at least 15 years old).
• We require a deposit to confirm your booking, the balance can be paid in cash the same day of your dives.
• All payments done with Visa or MasterCard will be charged in MXN Mexican Pesos, any conversion to another currency will be held under the current exchange.
• The statement will show the charge under the name of TheCenoteGuy.

GENERAL CONDITIONS
By confirming your reservation, you agree to the following terms and conditions

1) Number of Dives

Your booking includes a minimum of two dives.
If you decide on your own not to do one of the 2 dives the price agreed on remains the same. Our program is based on two dives per day to ensure you get the most out of your experience.

Safety Concerns:

Our guides prioritize your safety and may interrupt the activity if they identify any safety hazards or risks that need attention.
We want to maintain a positive and enjoyable atmosphere, so the guides may intervene if they observe disruptive behaviors or interactions within the group.
Protecting the environment is important to us. If our guides notice any negative impact on the cenote, they may interrupt the activity to prevent further damage.
Your well-being is our priority. If a participant experiences any physical or emotional distress that could compromise their safety or that of others, our guides will provide appropriate assistance and support.

These measures ensure the safety of everyone involved and maintain the professional standards of our cenote diving operations. Please note that any interruption by the guide is NON-REFUNDABLE.

2) Booking fees, Payments, and Cancellations. (No little hidden Asterix ** with The Cenote Guy )

–The booking fee , is the fee that covers the booking agent’s (Dani) work that ensure Personal Customer support. She offers : guidance and assistance in planning and creating personalized bookings, scheduling, providing necessary information, checking diving documents, managing payments,  deposits etc.

-We require a 50% deposit to confirm the reservation. This deposit covers the booking fee FOR THE DATES WE AGREED ON, ONLY AND ONLY THAT DATE, IT CAN NOT BE POSTPONED TO ANOTHER DATE. This ensures your space for the dive trip (one spot reserved for you means one spot less for other divers!)

-The deposit has to be done with a credit card via online by a link we will send you, (there is a 5% fee and we charge the amount in pesos at the exchange rate we are using at the time, this exchange rate is subject to changes); the balance can be paid cash (Mexican Pesos or USD) the same day of your trip directly with the guide.

-By paying the deposit, you accept the terms and conditions.

–The payment of the balance will be done in the morning, at the meeting point. Please have the money ready to ensure a smooth process and respect for your fellow divers. Our guides don’t make stops at ATMs or currency exchanges.

-Deposits for all dive bookings are NON-refundable.

We prefer the payment of the balance in cash. (Pesos or USD).

However, as a MATTER OF COMFORT, if you prefer to pay in credit/debit card, be aware that any FULL payments done in advanced are Non-Refundable.

-If you choose to pay the total of the service or the balance with a credit card, please let us know at least one day before the dive trip so we can set up and send you the link to do it via online. We don’t accept credit card payments on the same day of the dive trip.

-All credit/debit card transactions are encrypted and secured by Stripe.com

-Any cancellation done the same day will be consider NO SHOW and therefore non-elegible for refund or reschedule.

-The weather conditions such as rain and wind won’t affect our scheduling and our dives will be carried normally, in some cases and with the approval of our divers, we may change the initial plan and change the cenotes to give you the best experience possible. We apply the same NO refund policy in case of unfavorable weather.

-Please note that any changes or cancellations require a minimum of 48hrs written notice. Failure to provide timely notice may result in forfeiture of refunds.

Refunds will only be considered (at our discretion) with at least 48hrs prior notification. No exceptions will be made for late notifications.

Your prompt cooperation is appreciated.

-Entrance/camera fees and T-shirts must be paid CASH.

-Tips for the guide are NOT included.

3) Cameras in Cenotes

Please note that each cenote is privately owned and may have specific rules regarding camera usage. While most cenotes allow cameras, some may require an extra fee for underwater use, and others may not permit them at all. Any camera fees go directly to the landowners. If using your camera is important to you, please let us know in advance so that we can plan the dives accordingly.

4) Food and Snacks

We provide food, snacks, water, and juices as a courtesy during the day. However, please remember that our main service is cenote diving. We strive to ensure your overall satisfaction, but if you are picky or have specific preferences or dietary restrictions, feel free to bring your own food. We take allergies, tastes, and personal diets into consideration during the booking process and logistics, but we may not be able to meet all expectations.

5) Transportation

-By federal law, we are unable to provide pick-up services from hotels or tourist areas.
-We can arrange pick-ups on the highway between Playa del Carmen and Tulum, subject to availability, on the way to the cenotes.
-After the dives, drop-offs will be made at the same location as the morning pick-up.
-Our guides are not allowed to drop off divers at different locations.

6) Equipment Rentals (free of charge)

Our equipment is well-maintained and cared for to ensure your comfort. When renting our equipment, you accept full responsibility for its care. If any equipment is damaged or lost due to negligence or misuse, you will be responsible for the cost of repair or replacement if necessary.

7) Personal Belongings and Equipment Storage

-Feel free to leave your personal belongings in the truck while you go diving.
-We have secure storage for your equipment during your dive trip with us.
-However, please note that we cannot be held responsible for any loss, damage, or theft that may occur.

8) Weather and Crowds

To provide you with the best cenote diving experience, our schedule may be adjusted considering the crowds at the dive sites and weather conditions. We always strive to give you a memorable experience and will provide recommendations accordingly.

9) Conservation and Preservation

Cenotes are delicate and unique ecosystems that deserve our respect and protection.
-Please avoid touching or damaging any natural formations, and do not disturb the underwater flora and fauna.
-Collecting any archaeological, mineral rocks, geologic, paleontological, or biological elements from the cenotes is strictly prohibited.
-Let’s practice “Leave No Trace” diving and avoid disturbing sediments that can impact visibility.

10) Notes

-We will check the paperwork and certifications for each diver individually.
-Remember to bring a change of clothes and towels.
-Entrance fees must be paid in cash (Mexican Pesos).
-For conservation purposes, the use of sunscreen, mosquito repellent, or any chemical product on the skin is not allowed for underwater activities.
-We kindly ask that you arrive on time at the meeting point, as we have a 10-minute tolerance. After this time, we need to proceed with the day’s program.

We look forward to providing you with a fantastic cenote diving experience. If you have any questions or concerns, please don’t hesitate to reach out to us

Restrictions

• Minimun age for cavern diving is 15 years old.
• Pregnant women are not allowed to participate in our dives.
• Cameras are subjected to extra fees depending the dive sites, The Cenote Guy declines responsibility on any other personal items brought the day of the dive.
• Personal belonging will be kept locked in the vehicule while diving.

Changes and modifications

• All modifications should be made at least 24 hours before the dives. In order to change your reservation please just send us a message for the new info to WhatsApp/Messenger and we will contact you.
• Otherwise you can reach us in the following numbers:.