Oceanix Nauticos – Cancellation, Refund & Rescheduling Policies
Cancellation Policy
An activity may be canceled under the following circumstances:
Bad Weather Conditions
In the event that the Port Authority closes operations due to unsafe weather conditions, guests will have the following options:
- Reschedule the activity for another available date.
- Receive a full 100% refund.
Our team will contact you through the information provided during your reservation process (phone call, email, or WhatsApp) to notify you and assist you with the available options.
Bad Weather Followed by No-Show
If a guest requests a reschedule due to bad weather conditions and later fails to attend the rescheduled activity, only a 40% refund will apply.
No-Show Followed by Bad Weather
If the guest does not attend the original scheduled activity and the rescheduled date is later affected by bad weather conditions, a 100% penalty will apply, and no refund will be issued.
Cancellation Timeframes
Refund eligibility depends on the amount of notice provided prior to the scheduled activity date and time.
More than 24 Hours Before the Activity
Guests are eligible for a 100% refund.
Between 24 and 12 Hours Before the Activity
Guests are eligible for a 50% refund.
Less than 6 Hours Before the Activity
No refund will be issued.
Cancellation Due to Illness
If a guest is unable to attend due to illness and provides a valid medical certificate, a 100% refund will apply.
No-Show Policy
Failure to arrive at the activity or designated meeting point on time will be considered a “No Show,” and no refund will be provided.
Method of Cancellation
To request a cancellation according to the policies above, guests must contact us through one of the following methods:
- Phone: +52 998 234 0896
- Email: tours@oceanix.com.mx
Reservation Validity
Unused reservations remain valid for up to 3 months from the original activity date or the latest rescheduled date.
After this period, the reservation will expire and may no longer be used.
Rescheduling Policy
Guests may reschedule their activity under the following conditions:
Free Rescheduling
Rescheduling requests made at least 24 hours before the activity are free of charge.
Rescheduling Due to Bad Weather
If weather conditions prevent the activity from operating, rescheduling will be allowed at no additional cost.
Rescheduling After No-Show
Guests who fail to attend their activity may request a reschedule (subject to availability) with an additional charge of USD $20 per person, payable at check-in. This fee helps cover transportation and operational costs.
Combo Activities
For combo packages, if a guest requests a reschedule due to bad weather and later fails to attend the rescheduled activity, only a 40% refund will apply.
Transportation No-Show Policy
If transportation service is included, guests must be present at the agreed pickup location and time.
If the guest does not appear at the scheduled pickup time:
- Transportation will continue its route.
- The reservation will be marked as “No Show.”
- A note may be left at the hotel lobby or meeting point.
- Proof of pickup attempt may be documented through photos or messages.
OTA & Third-Party Reservations
For reservations made through OTAs (Online Travel Agencies) or third-party providers, only the cancellation and refund policies established by those platforms will apply.
Oceanix Nauticos acts solely as the tour operator; therefore:
- Refunds.
- Disputes.
- Reschedule requests.
- Claims.
Must be processed directly through the corresponding agency or platform.
Refund & Reschedule Processing Times
To request a refund or reschedule, guests may contact us via:
- Email.
- WhatsApp.
- Their Oceanix Nauticos customer service representative.
Processing times may vary depending on the payment method and platform used.