At Zenera Tours, we want every Caribbean experience to be clear, safe and memorable from the very first contact. This Changes, Cancellations and Refunds Policy establishes the conditions applicable to experiences booked with Zenera Tours, including private boat tours to Isla Mujeres and sunset cruises on the lagoon.
By requesting, confirming or making a payment for an experience, the person making the reservation accepts the conditions described below.
A reservation is considered confirmed when:
• Zenera Tours confirms the date, time, experience, number of participants, and agreed amount in writing.
• The client makes the required deposit or payment.
• Payment confirmation is received from Zenera Tours.
Quotations, dates and schedules are subject to availability until the reservation has been confirmed in writing.
We understand that plans can change. Therefore, requests to change the date of an experience may be made under the following conditions:
• 7 or more calendar days in advance: one date change at no cost, subject to availability.
• Between 3 and 6 calendar days before the experience: one date change is permitted, subject to availability.
• Less than 72 hours in advance: a date change is subject to availability, any operating costs already incurred, and assessment by Zenera Tours.
Requests to change the date must be made in writing via WhatsApp at +52 998 735 3052 or by email to reserva@zeneratours.com.
The new date must be scheduled within 6 months of the original date, unless Zenera Tours confirms different conditions in writing.
Cancellations must be requested in writing via WhatsApp or email. The date and time the message is received will be used to determine the conditions applicable under this policy.
The customer may choose between:
• Reschedule the experience once, at no cost and subject to availability, or
• Request a 100% refund of payments received by Zenera Tours.
Non-recoverable expenses for additional services expressly requested by the customer will not be refunded. Such services may include food, restaurants, decorations, transportation, photography, special beverages, admission fees, third-party activities or other separately contracted services when these have already been paid for or confirmed with external providers.
The customer may choose between:
• Reschedule the experience once, subject to availability, or
• Request a refund of 50% of the payments received by Zenera Tours, deducting—where applicable—any non-recoverable additional services previously disclosed.
No refund will be issued.
However, Zenera Tours may offer a one-time rescheduling option, subject to availability, operational conditions and costs already incurred.
If the customer or their group fails to arrive at the agreed departure point, no refund or rescheduling will be provided.
We recommend arriving at least 30 minutes before the confirmed departure time. Departures cannot be delayed due to late arrivals because of maritime logistics, operating schedules and the safety of everyone on board.
The safety of our passengers, crew and vessels is our priority.
Zenera Tours may modify, delay, reschedule or cancel an experience when conditions arise that could compromise safety, including, but not limited to:
• Adverse weather.
• Strong winds.
• Rough seas.
• Thunderstorms.
• Port closure.
• Navigation restrictions.
• Directives from the Port Captaincy, APIQROO, or other competent authority.
• Mechanical, operational, or safety issues preventing the experience from being conducted responsibly.
When Zenera Tours cancels an experience before departure for safety reasons, the customer may choose between:
• Reschedule the experience to a new available date at no extra cost, or
• Receive a 100% refund of payments made directly to Zenera Tours for said experience.
Zenera Tours will not be responsible for external expenses not contracted directly with the company, such as flights, accommodations, transfers, meals, third-party activities or other personal travel-related expenses.
Our experiences take place at sea and may require adjustments due to weather conditions, sea conditions, port restrictions, navigation schedules, passenger safety or operational decisions made by the captain.
For this reason, routes, schedules, stops, navigation times, snorkeling activities, beach access, visits to downtown Isla Mujeres, lighthouse views or meal times may vary.
When a change is necessary, Zenera Tours will make reasonable efforts to provide an equivalent, safe and enjoyable experience.
If a change significantly affects an essential service confirmed in writing, Zenera Tours will review the situation and may offer a reasonable alternative, rescheduling, a proportional price adjustment or a refund, as appropriate.
Some services may depend on third parties, such as restaurants, food, beverages, decorations, photography, music, transportation, equipment rentals or additional experiences.
When a customer requests additional services, Zenera Tours will specify in the corresponding quotation or confirmation whether any special cancellation, change or refund conditions apply, including non-recoverable charges.
Third-party policies may differ from this Cancellation Policy.
Quotations and reservations are based on the vessel, experience, date and number of guests confirmed.
Any changes to the number of guests must be requested as far in advance as possible.
For private experiences, a reduction in the number of guests does not necessarily change the total reservation price, as the vessel and date remain reserved for the group.
If the number of guests increases, the change will be subject to authorized vessel capacity, availability, safety conditions and any applicable price adjustment.
Approved refunds will be issued using the same payment method originally used, unless the customer agrees in writing to a different method.
Once a refund request has been approved, Zenera Tours will issue the refund within a maximum of 10 business days.
The time required for the refunded amount to appear in the customer's account may depend on the bank, payment platform or payment method used.
To request a cancellation, rescheduling or clarification, please contact us through either of the following channels:
WhatsApp: +52 998 735 3052
Email: reserva@zeneratours.com
Please include the following information:
• Name of the person holding the reservation.
• Date of the experience.
• Phone number used for the reservation.
• Number of people.
• Reason for the request.
• Clear indication of whether you wish to reschedule or request a refund.
La solicitud será considerada recibida cuando Zenera Tours confirme su recepción por escrito.
Situations not specifically covered by this policy will be reviewed on a case-by-case basis, with the aim of reaching a reasonable, clear and fair solution for both parties, without violating applicable law.
If you have any questions about this policy, date changes or cancellations, please contact:
Zenera Tours
WhatsApp: +52 998 735 3052
Email: reserva@zeneratours.com
Website: zeneratours.com
Private boat tours to Isla Mujeres and sunset cruises on Nichupté Lagoon.
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Av. López Portillo, SM-84, M-5, L-6, Puerto Juárez, 77520, Quintana Roo, Mexico
