Terms of Service

Last updated 4 September 2026

Who we are

We are Visit Cozumel Mexico, S. de R.L. de C.V., a Mexican company based in Cozumel, Quintana Roo. We run private island excursions for cruise passengers. We're the ones you'll be dealing with. If you're booking for a group, we'll treat you as the person speaking for everyone in it.

These terms explain how booking with us works. We have tried to write them the way we would explain it to you in person.

What you are booking

You are booking a private vehicle for your group. Nobody else joins you.

Prices are per vehicle, not per person. Four people and one person pay the same for the same vehicle. All prices are in US dollars.

Pick the vehicle that fits your group. If you are not sure which one that is, ask us and we will tell you.

Where we collect you. We pick you up at the cruise pier. If you are staying on the island rather than arriving by ship, we collect you at your hotel.

How booking and payment actually work

This part surprises people, so we want to be clear about it.

• This website does not take payment. There is no checkout here, no card form, and no payment processor of any kind. No page on this website takes card details.
• Every button on this site opens a chat window right here on the page, with a message already written for you. You do not need an app, an account or a phone.
• The chat is run for us by a company called Intercom. While we are still setting it up, some buttons will open your own email instead, addressed to hello@visitcozumel.com.mx. Either way, it reaches the same people.
• A real person replies. We confirm your date, your ship, your group size and your vehicle, and we arrange payment with you directly.

What this website collects about you

Very little — and we would rather tell you than have you find out. There are no analytics, no advertising trackers, no accounts and no payment on this website. We don't log who visits. Our web host sees the same basic request information every host on the internet sees — we don't read it or use it.

The one exception is the chat window. It is run for us by Intercom, and it does store a cookie and an identifier in your browser, so your conversation isn't lost if the page reloads or you come back later. What you write in the chat goes to Intercom and to us. Beyond that, what we know about you is what you tell us there. Our privacy page explains it in full.

Cancelling

You can cancel free of charge up to 24 hours before your excursion, and we refund you in full. Open the chat on any page of this site and tell us — that is all it takes.

If your cruise line cancels the Cozumel port call

This happens, and it is never your fault. If your ship does not call at Cozumel, you choose:

• a full refund, or
• a free reschedule to another date.

There is no fee and no argument. Just tell us which you would prefer.

If your ship docks late

We follow your ship's actual arrival, not the printed schedule. If you dock late, your pickup time moves with you. A late docking does not cost you your excursion. A very late arrival may shorten the day — we'll tell you straight away what still fits in the time you have.

If you are late meeting us

Message us. If you are on the pier and we are not where you expected, opening the chat on this site is faster than looking for us.

If we are late, or cannot deliver

If we cannot run the excursion you booked, we will tell you as soon as we know. If we can offer something else that suits you instead, we will ask you first rather than substitute it quietly.

Insurance

What we need from you

Three things, and they matter more than they sound:

• Your ship's name — it is how we track your real arrival time.
• Your date in Cozumel — the day you are in port.
• Your group size — how many people, so the vehicle actually fits everyone.

If any of these change, message us as soon as you know. If more people turn up than the vehicle holds, we may not be able to take everyone, so tell us in advance and we will sort it out.

We also ask that everyone in your group follows the driver's instructions on safety, and treats the vehicle and the places we visit with care.

Children, mobility and anything else you are wondering about

Please ask. Travelling with a toddler, a wheelchair, a walker, a medical condition, a group with very different energy levels — none of that is a problem to be embarrassed about, and we would much rather hear it before the day than on the pier. Tell us what you need and we will tell you honestly what we can do.

Things outside anyone's control

Some days are decided for us. Storms, port closures, road closures, and orders from the authorities can stop an excursion from running safely. If that happens, we will not run it — your safety comes before your booking.

This is not the same as your cruise line cancelling the port call, and it does not carry the same refund-or-reschedule choice. What you get back in this situation has not been settled yet, so we are not going to guess at it here.

Talking to a human

The fastest way to reach us is the chat window on this website — the button in the corner of every page. A real person answers, not a bot. If the chat will not open for you, email hello@visitcozumel.com.mx and it reaches the same people.

Which country's law applies

We're a Mexican company and the excursions happen in Mexico. Our lawyer is writing this section, and we'd rather leave it blank than guess. If something ever goes wrong, message us first — we have never needed a lawyer to sort out a guest's day.

Changes to these terms

If we change these terms, we will change the date at the top. The terms that apply to your excursion are the ones in force on the day your booking was agreed, not a later version.