Important notice:
The excursion agency SAYAB TRIP / SAYAB TOURS S DE RL DE CV offers its services via the domain name www.ecotoursyucatan.com.
The following terms and conditions apply to all bookings made directly on the ecotoursyucatan.com website.
We are not responsible for the prices or conditions of bookings made through tour operators, travel resellers or third-party travel platforms (including, but not limited to, Trip Advisor and Viator platforms).
Before placing an Order, the Customer acknowledges having read and understood all of the information contained in these General Terms and Conditions of Sale and Provision of Services.
Any reservation made via the website, email or WhatsApp implies acceptance of our General Terms and Conditions of Sale described below.

PRIVATE TOUR

SAYAB TOURS S DE RL DE CV offers private tours: participants who have booked this tour will be alone on board the vehicle in the company of the driver and guide, or “driver-guide” if applicable, and will benefit alone from the guide’s explanations and service, with no other participants outside their reservation.
A “private” tour in no way implies that the various sites visited are privatized.

SMALL GROUP TOUR

Most of our group tours require a minimum of 6 people to operate. If we do not reach this minimum, we reserve the right to cancel the tour, in which case we will contact you to propose an alternative tour or send you a refund.

MEETING POINT

Please let us know your hotel room number on arrival. Without your room number, we may not be authorized by the security officer to pick you up at the hotel reception and will have to wait for you at the main entrance of the hotel complex.

Some hotels do not allow tour operators access to reception. In this case, we will inform you and confirm the exact meeting point (usually the hotel’s main entrance). This applies to : Princess, Vidanta, Grand Mayan, Mayan Palace, Grand Luxe, Blue Bay Esmeralda, Bahia Principe (lobby Tulum, Akumal, Coba, Sian Kaan). This list may be updated at any time, as resort policies are subject to change without notice.

If you are staying in a condo/airbnb, please send us the full name and address, and share your location with Google maps on whatsapp so we can find you. Your guide will be waiting for you in front of your building’s entrance.

For travelers coming from Cozumel or Isla Mujeres: if you miss the ferry and are unable to arrive at the confirmed pick-up time in Playa del Carmen or Puerto Juarez, the tour may be cancelled without refund of your deposit.

APPOINTMENT TIME

We will inform you of your pick-up time via a personalized email or Whatsapp message. This may differ from the time indicated on the booking platform, depending on the location of your hotel/airbnb. Thank you for your punctuality. A tolerance of 10 minutes delay is allowed for small group tours.

RETURN TIME

Please note that the return time is approximate and varies according to the location of the hotels/villas, the pace of each group and road traffic. In the case of a private tour, please inform your guide of the time you wish to return to your hotel.

PRICES INDICATED

The prices indicated on our website are in local currency: the Mexican peso MXN, all taxes included, and are subject to availability and changes in costs, without prior notice. If for any reason the price changes, SAYAB TOURS S DE RL DE CV will contact you to ask for your agreement or, if necessary, cancel without charge. Each excursion or tour description provides a detailed list of what is included and what is not. Please read it carefully.

RESERVATIONS

-EXCURSIONS: Excursions can be booked up to 6 months in advance and up to 24 hours before the chosen date, subject to availability. A deposit will be required. Payment can be made online by credit card or via Paypal.
The amount of the deposit varies from 10% to 50% depending on the excursion chosen.
Your reservation will be confirmed upon receipt of the deposit. Without payment of the requested deposit, your request will not be considered. The balance of the tour must be paid on the morning of the tour departure. Please see payment terms below.
-CIRCUITS: You can book a multiple day tour up to 6 months in advance and up to 1 month before the departure date, depending on availability, the earlier the better.
An initial deposit of 30% is required to secure the dates, payable in a single international bank transfer, followed by the remaining balance at least 6 weeks before the tour departure date.

PAYMENT TERMS

The deposit can be paid online by credit card or via Paypal.
The balance of the tour should preferably be paid in local currency, the Mexican peso MXN. Here, cash is widely used and we will use this money on the day to pay our Mayan hosts and activities in the communities, cenotes and nature reserves.
For payment of the balance in EUROS or USD, please consult us for the applicable exchange rate.
Foreign currency coins, Euros or USD are not accepted. Banknotes in denominations of 500€, 200€ or in poor condition, torn or stained, will not be accepted.
Payment by credit card (Visa or Mastercard) is also accepted, subject to a 5% surcharge.
Payment by international bank transfer is possible at least one week before the date of your excursion, subject to a surcharge of 4%.

BOOKING CHANGES

We understand that plans change. That’s why, when you book with us, you have the option of changing the date of your excursion or multiple day tour.
All booking changes must be requested in writing, by e-mail or via WhatsApp. The date and time of sending the email or Whatsapp message will be taken into account to determine the applicable cancellation or modification policy.
For excursions: up to 48 hours before departure, free of charge, subject to availability. Please make your request in writing via email, or a message on Whatsapp. If this modification is granted, no further modifications will be possible, and any cancellation, regardless of the delay, will result in the loss of the deposit. Cancellation requests made less than 48 hours before the departure date and time may not result in a refund.
For tours: at least 2 weeks before departure, subject to availability. Please understand that the logistics of tours are quite different, and in this case we will have to modify all hotel reservations, which may incur costs.

CANCELLATIONS

All reservation cancellations must be requested in writing, by email or via WhatsApp. The date and time of sending the email or Whatsapp message will be taken into account to determine the applicable cancellation policy.
If the tour is cancelled at your request:
– 4 weeks before the scheduled date: full refund of the deposit minus the 5.5% PayPal site commission
– between 6 days and 4 weeks before the scheduled date: refund of 50% of the deposit less 5.5% PayPal commission.
– in the last 5 days before the scheduled date: no refund of deposit.

– If the tour is cancelled for exceptional reasons at our request, the refund will be made in full.

If the multiple day tour is cancelled at your request:
– between 6 and 2 weeks before the tour departure date: refund of 50% of the deposit minus international bank transfer charges.
– less than 2 weeks before the tour departure date: no refund.
– If the tour is cancelled for exceptional reasons at our request, the full amount will be reimbursed.

ABSENCE OF ONE, SEVERAL OR ALL PARTICIPANTS

If one, several or all of the participants in a booking are absent on the day of the tour, at the meeting point and time specified, the driver will wait a maximum of 10 minutes after the meeting time specified at the time of booking for small group tours and up to 30 minutes for private tours.
In the event of the absence of one, several or all participants, the deposit paid is non-refundable and cannot be used to reschedule the tour.
If some of the participants turn up on the day of the tour, they will be required to pay the full amount agreed at the time of booking.

PHYSICAL FITNESS AND PARTICIPATION IN ACTIVITIES

All bookings imply that you and your group are physically and mentally fit to participate in activities such as walking, swimming, boating, hiking, climbing, zip-lining, abseiling and other activities in which you choose to participate, and that you will not be under the influence of alcohol or any other drug or medical substance contraindicated in connection with such activities.
In the event of health problems or illness, disability or reduced mobility, as well as for all persons over 70 years of age, it is the responsibility of each participant to inform our team before booking or the guide before each activity.
In the event that a participant is unable to take part in one or more activities, or does not wish to withdraw from the excursion in progress for any reason whatsoever, no reduction or refund, even partial, will be granted, and the total amount payable will remain due as stipulated at the time of booking.
If a participant chooses to leave the tour in progress, he/she must sign a liability waiver and return to his/her accommodation by his/her own means and at his/her own expense.
The guide reserves the right to prohibit participation in one or more activities planned as part of an excursion if he/she considers that the participant is not in sufficient condition to take part in the activity.

INAPPROPRIATE BEHAVIOR

During an outing, the guide reserves the right to exclude any participant(s) demonstrating inappropriate, violent, discourteous, abusive, defamatory, denigrating, racist, xenophobic, misogynist or pornographic behavior, or generally contrary to public order and morality. No refunds will be given, and the full amount to be paid will be demanded. If a participant is excluded, he/she must sign a liability waiver and return to his/her accommodation by his/her own means and at his/her own expense.
SAYAB TOURS S DE RL DE CV also reserves the right to cancel the future reservations of one or more participants for any impolite, disrespectful, dishonest or discriminatory behavior towards its employees or any other person.

LIMIT OF LIABILITY

SAYAB TOURS S DE RL DE CV includes, for each participant in an excursion and/or tour, and on all its services, insurance covering bodily injury and property damage that may be sustained on board the vehicles used by the company, during transportation.
SAYAB TOURS S DE RL DE CV also includes insurance on the various activities covering participants aged between 3 months and 79 years. However, as the amounts of cover are limited and the insurance does not cover certain cases and situations, we strongly recommend that our participants take out personal insurance to cover them for the duration of their trip to Mexico.
All participants in an excursion organized by SAYAB TOURS S DE RL DE CV undertake to follow the instructions given by the guides and captains, not to leave the perimeters of the activities and not to cross the established boundaries: not to cross the barriers, buoys or ropes delimiting the areas that are practicable and accessible to the public in nature reserves, archaeological sites, cenotes and in general the places visited.
Any participant taking part in an excursion organized by SAYAB TOURS S DE RL DE CV must sign a liability waiver before the start of the activities. If the participant refuses to sign this waiver, he/she will not be able to take part in the activities scheduled in the excursion program, and no refund will be made; the balance of the tour must be paid in full.
In the event of an accident or medical emergency during any of the activities, the agency will seek to obtain the necessary medical care, and the customer accepts and authorizes the doctors, nurses or paramedical staff to assess and treat any injury or emergency occurring during an activity; if any costs are incurred for such medical care, the customer will cover them up to 100%.

RESPECTING LOCAL RULES

Mexico’s protected natural areas are supervised by CONANP (Comisión Nacional de Áreas Naturales Protegidas). Visiting these areas requires compliance with a specific set of rules. In order to protect the fragile ecosystems, it is forbidden to feed, provoke or touch animals, pull leaves, pick plants, collect shells or sand, handle corals, throw garbage and smoke. The use of sunscreen is also regulated and sometimes prohibited, so please give preference to eco-friendly products and anti-UV clothing that reduce the need to use large quantities of sunscreen. You will also be asked to take a shower before entering the water in the cenotes, among other places. Failure to comply with these rules may result in sanctions imposed by the guards responsible for the protected areas. These sanctions can include a ban on an activity for an individual or for an entire group, and sometimes financial fines are applied. It is important to note that SAYAB TOURS S DE RL DE CV cannot be held responsible for any sanctions that may be imposed.

ANIMAL WATCHING

SAYAB TOURS S DE RL DE CV cannot guarantee the presence of animals evolving in total freedom in their natural habitat. Some seasons are more favorable than others for observing certain species.

CLIMATIC CONDITIONS

Rain or shine, excursions to archaeological sites, cenotes and nature reserves will take place in the absence of hurricanes or severe storms. If the excursion involves a boat trip and the forecasted weather conditions do not guarantee safe navigation, the maritime authorities will prohibit nautical activities in the affected areas and the planned service will be cancelled. A new date will be proposed or a full refund of the deposit will be made.

It’s almost impossible to predict the weather accurately and reliably for the Mexican Caribbean. Fortunately, we’ve been here for years and are used to the trends and forecasts of this region better than anyone. If the forecast calls for rain, rain and more rain for your visit, don’t panic. Unless a stationary front is over the Caribbean, the only possible restriction is the closure of a beach or port for safety reasons. In this case, we will contact you the afternoon before your trip to reschedule or cancel it. If your tour is cancelled by us for any reason, including weather conditions, you may reschedule your tour without penalty, or your deposit will be refunded in full.

USE OF LOANED EQUIPMENT

For certain activities, SAYAB TOURS S DE RL DE CV may provide equipment such as reusable bottles, masks, snorkels, diving gear, lamps and umbrellas… In the event of loss or damage to such equipment, SAYAB TOURS S DE RL DE CV reserves the right to invoice the value of the lost or damaged item.

TRANSPORT

Seatbelts must be worn by all passengers during transport.
Please keep the vehicle clean, keep your feet off the seats and place a towel on the seat if your clothes are wet. Smoking is strictly prohibited inside the vehicle. A surcharge of 500 MXN will be charged if the vehicle is left in a state of excessive dirt requiring additional cleaning or deodorization. This includes, but is not limited to, spillage of liquids, fluids, food, vomit, sunscreen, other stains and/or unpleasant odors.
It is forbidden to bring alcohol or drugs on the tour.
SAYAB TOURS S DE RL DE CV is not responsible for items left behind at the end of the trip in the van or any other place visited during the trip. If we find them, we will charge you for delivery to your hotel.
A camera is installed in the van. We are committed to protecting your privacy and your rights. We will only use the video to provide evidence in the event of a traffic incident.
In accordance with Mexican law on the transportation of tourists, we are not authorized to take you to places other than those included / mentioned in your tour.

DISCOUNTS AND PROMOTIONS

SAYAB TOURS S DE RL DE CV may offer discounts or promotions. In order to benefit from them, please mention the offer you have seen before making your booking, by email, Whatsapp, or at the time of booking in the “message” box on the website. No discount will be applied after the deposit has been paid. No discount will be applied to a traveler who has cancelled a reservation.
A special rate may have been granted to one participant and not to others for the same tour. SAYAB TOURS S DE RL DE CV reserves the right to grant a special rate to certain participants according to a number of criteria: booking deadline, number of people, hotel location, number of children, number of excursions purchased, nature of excursions booked, etc. A discount granted to one participant cannot be claimed by another.

TOUR ACCOMMODATION CATEGORIES:

All the establishments we work with have been carefully selected and evaluated by us. Far from the overcrowded, unauthentic complexes, we sleep in small, charming and welcoming structures. In the cities, we’ve chosen them for their privileged location, made-to-measure service and warm atmosphere, and in rural areas, more rustic rooms, for their welcome, cleanliness, proximity to the sites visited and their ecological actions. However, availability is limited, so it’s important to book your tour well in advance.

TIPS OR PROPINAS

In Mexico, many people depend on “propina” or tips to live with dignity, especially those in low-skilled jobs. So it’s customary to give tips. To do as the Mexicans do, don’t hesitate to tip, for example, the gas station attendant, the bellboy who helps you with your luggage, or if someone assists you in packing your groceries or parking you at the supermarket (between 10 and 20 pesos). It’s also customary to tip chambermaids after cleaning your hotel room (between 30 and 50 pesos per day), or leave them on your pillow or bedside table. Finally, during excursions, don’t hesitate to reward your guide and driver according to your level of satisfaction.
In restaurants, the amount of the tip is linked to your appreciation of the service.
Less than 10%: Unsatisfactory service
10%: Acceptable service
15%: Good service
More than 15%: Exceptional service

APPEARANCE OF VISITED SITES

The appearance of sites can change over time and differ from the photos published on the website and social networks for a number of reasons. The main factors are erosion and climatic conditions, human activities such as archaeological excavations, the construction of new infrastructures, the presence of tourists and vegetation: its growth can invade the sites, the seasons change its color and the density of its foliage.

PHOTOS

Our guides sometimes take photos during excursions to capture memories with you, and these may be posted on our website or social networks. Rest assured, we will ask for your consent beforehand.
If you wish, we’ll send them to you completely free of charge.