These Terms and Conditions govern the use of the website and digital channels, requests for information, quotations, and the booking of experiences offered by Zenera Tours.
By browsing our website, contacting us via WhatsApp, email, social media, telephone calls, or other authorized channels, requesting a quotation, confirming a reservation, or making a payment, you agree to these Terms and Conditions.
Zenera Tours is operated by:
Zenera Tours
Address: Av. López Portillo SM-84 M-5 L-6, Puerto Juárez, C.P. 77520, Quintana Roo, México
Email: reserva@zeneratours.com
WhatsApp: +52 998 735 3052
Website: zeneratours.com
Zenera Tours offers private boating experiences, primarily boat tours to Isla Mujeres and sunset cruises on the lagoon, designed for families, couples, groups of friends, celebrations, and visitors wishing to enjoy the Mexican Caribbean.
The specific services, itineraries, schedules, stops, capacity, duration, inclusions, restrictions, prices, and conditions will be detailed in each quotation or reservation confirmation.
Information published on the website, social media, or promotional materials is provided for informational purposes and may be subject to availability, weather conditions, port regulations, maritime safety requirements, and operational adjustments.
Users agree to use the Zenera Tours website, forms, social media accounts, WhatsApp, and other digital channels lawfully, respectfully, and in accordance with these Terms and Conditions.
The following activities are prohibited:
• Using the website or our communication channels for illegal or fraudulent purposes or in ways that may harm third parties.
• Attempting to alter, interfere with, damage, or gain unauthorized access to Zenera Tours systems, forms, accounts, or information.
• Providing false information or impersonating another person.
• Using Zenera Tours content, photographs, text, logos, or materials without prior written authorization.
• Posting offensive, discriminatory, or threatening messages, or messages that may endanger the safety of individuals, vessels, or facilities.
Quotations are prepared based on the requested date, number of guests, type of experience, duration, available vessel, additional services, and operating conditions.
All quotations are subject to availability until confirmed in writing by Zenera Tours.
Receiving a quotation, having a WhatsApp conversation, sending a social media message, submitting personal information, or requesting details does not constitute a confirmed reservation.
Zenera Tours may modify prices, availability, promotions, or conditions before confirming a reservation. Once an experience has been confirmed and the corresponding payment has been received, the terms agreed upon in the confirmation will be honored, except in cases involving safety concerns, force majeure, government requirements, or circumstances covered by the Changes, Cancellations and Refunds Policy.
A reservation is considered confirmed once all the following requirements have been met:
• Zenera Tours confirms in writing the date, experience, time, vessel, number of people, and agreed amount.
• The contracting party makes the indicated down payment or payment.
• Zenera Tours confirms receipt of the payment.
The amounts, currency, applicable taxes, payment method, deposit percentage, outstanding balance, and final payment deadline will be specified in the corresponding quotation or confirmation.
The person making the reservation must verify that all reservation details are correct before making any payment.
If an outstanding balance remains, it must be paid by the deadline and under the conditions previously communicated by Zenera Tours. Failure to complete payment may affect the confirmation or provision of the service, provided that the person making the reservation is informed in a timely manner.
The price of each experience will be communicated before the reservation is confirmed.
Each quotation will specify, where applicable:
• Booked experience.
• Date and time.
• Departure point.
• Estimated duration.
• Maximum number of people.
• Services included.
• Services not included.
• Additional services.
• Total amount.
• Deposit required.
• Outstanding balance.
• Payment terms.
• Applicable change and cancellation policy.
Services not expressly identified as included in a quotation or confirmation will be considered excluded.
Food, beverages, restaurants, ground transportation, photography, decorations, admission fees, tips, external activities, additional equipment, or other third-party services will only be included when expressly stated in writing.
Vessel capacity will be determined by the applicable authorization, safety requirements, booked experience, and confirmed quotation.
Zenera Tours' main vessel accommodates groups of up to 12 guests. Options for groups of up to 30 guests may also be available, subject to availability, assigned vessel, and operating conditions.
Exceeding the vessel's authorized passenger capacity is not permitted.
If the number of guests increases after confirmation, the change will be subject to availability, authorized capacity, safety requirements, and any applicable price adjustment.
A reduction in the number of guests does not necessarily change the price of a private experience, since the vessel, crew, date, and schedule are reserved for the confirmed group.
Zenera Tours experiences depart from APIQROO, the Quintana Roo Port Authority facilities in Puerto Juárez, Municipality of Isla Mujeres, Quintana Roo, unless a different departure point has been confirmed in writing.
The exact location, check-in time, arrival recommendations, and boarding instructions will be provided once the reservation has been confirmed.
All participants are advised to arrive at the departure point at least 30 minutes in advance.
Our experiences take place at sea and are subject to natural, operational, and safety-related factors.
Zenera Tours may modify, adjust, delay, shorten, replace, or cancel all or part of an itinerary when necessary due to safety concerns, weather, wind, waves, visibility, port closures, navigation restrictions, instructions from the Harbor Master's Office, APIQROO or another competent authority, vessel conditions, or any situation that may affect participants' well-being.
Stops, routes, navigation times, snorkeling areas, visits to downtown Isla Mujeres, beach access, scenic views, meal schedules, and activities may vary.
Zenera Tours will make reasonable efforts to provide an equivalent, safe, and enjoyable experience. When a change significantly affects an essential service confirmed in writing, the case will be reviewed in accordance with the Changes, Cancellations and Refunds Policy.
The safety of passengers, crew members, and vessels is our priority.
Zenera Tours may decide not to begin, to reschedule, modify, or end an experience when weather, sea, port, mechanical, or operational conditions present a risk.
All participants must follow the decisions of the captain, crew, and competent authorities concerning navigation and safety.
Cancellations or rescheduling due to weather, port closures, or safety concerns will be handled in accordance with the Changes, Cancellations and Refunds Policy.
ONBOARD RULES AND CONDUCTAll participants must follow the safety instructions provided by the captain or crew.
During the experience, participants must:
• Use safety equipment when instructed to do so.
• Adhere to the vessel’s authorized capacity.
• Maintain responsible and respectful behavior.
• Take care of the vessel, equipment, facilities, ecosystems, and the areas visited.
• Avoid any actions that could put other people or the operation at risk.
• Immediately inform the crew of any discomfort, emergency, or safety-related situation.
• Supervise any minors under your care at all times.
Zenera Tours may deny boarding or request that a person leave if their behavior poses a risk to themselves, other passengers, the crew, the vessel, or the operation, without prejudice to any rights they may have under applicable law.
Minors must travel accompanied by and under the supervision of a parent, legal guardian, or responsible adult.
The responsible adult must ensure that the minor follows all onboard safety and conduct instructions.
Zenera Tours may request information necessary to organize the experience safely, always in accordance with the applicable Privacy Policy.
Participants are responsible for informing Zenera Tours, before the experience, of any health condition, mobility limitation, pregnancy, allergy, special need, or relevant circumstance that may require attention or reasonable adjustments during the service.
Participation in water-based activities, such as swimming or snorkeling, is voluntary and will depend on the weather, sea conditions, individual physical condition, and safety requirements at the time.
Participants must inform the crew if they cannot swim, have a relevant medical condition, or require additional assistance.
Zenera Tours may restrict or modify participation in certain activities when necessary for safety reasons.
Snorkeling, swimming, and other recreational activities at sea will depend on water conditions, visibility, weather, the captain's instructions, regulations governing the areas visited, and each participant's physical condition.
Snorkeling equipment will only be included when expressly stated in the quotation or reservation confirmation.
Participants must use the equipment according to crew instructions and respect designated areas.
Sightings of marine species, specific water conditions, particular visibility levels, or access to any specific location cannot be guaranteed, as these factors depend on nature and the operating conditions of the day.
Some experiences may include time for meals, restaurant visits, local activities, or the use of third-party services.
When a customer purchases or uses services provided by establishments, restaurants, independent operators, or other third parties, those providers may have their own policies, prices, availability, and conditions.
Zenera Tours will not be responsible for third-party decisions, schedules, food, quality, cancellations, availability, or charges, unless those services were contracted directly by Zenera Tours and expressly included in the confirmed quotation.
Each participant is responsible for their personal belongings before, during, and after the experience.
We recommend protecting phones, cameras, documents, cash, glasses, jewelry, electronic devices, and any items sensitive to water, sand, moisture, or vessel movement.
Zenera Tours recommends avoiding bringing valuable items that are not essential to the experience.
Any liability related to damage, loss, or theft will be determined according to the circumstances of each case and applicable law.
The person making the reservation will be responsible for damage caused by themselves or members of their group to the vessel, equipment, facilities, or third-party property when such damage results from misuse, failure to follow instructions, negligence, reckless behavior, or intentional acts.
Where applicable, Zenera Tours may request reasonable payment for repairs, replacement, or costs arising from documented damage.
Zenera Tours may take photographs or record videos during experiences for operational, safety, or internal recordkeeping purposes.
The use of identifiable customer images, videos, testimonials, names, or other content for promotional, advertising, or commercial purposes will require specific authorization, in accordance with the applicable Privacy Policy.
Participants may take photographs and videos for personal use, provided they respect the privacy, image rights, and safety of other participants, crew members, and third parties.
The Zenera Tours name, logos, visual identity, photographs, text, designs, videos, graphic materials, website content, publications, and other brand elements are owned by Zenera Tours or used with authorization.
Their unauthorized reproduction, distribution, modification, commercial exploitation, publication, or use without prior written consent from Zenera Tours is prohibited.
The processing of personal data collected through the website, forms, email, WhatsApp, social media, telephone calls, or other channels will be governed by the Zenera Tours Privacy Policy.
By providing personal information, users acknowledge that they have had access to the corresponding Privacy Policy.
The website may use cookies and similar technologies for essential, functional, analytical, or marketing purposes, according to the preferences selected by each visitor.
For more information about these technologies and how to manage your preferences, please refer to the Zenera Tours Cookie Policy.
Requests to change dates, cancel, reschedule, or obtain refunds will be governed by the current Zenera Tours Changes, Cancellations and Refunds Policy.
The person making the reservation must review this policy before confirming or making a payment for an experience.
In the event of any conflict between these Terms and Conditions, a confirmed quotation, and the Changes, Cancellations and Refunds Policy, the specific terms communicated in writing for the reservation will prevail, provided they comply with applicable law and consumer rights.
Communications between Zenera Tours and customers may take place through WhatsApp, email, telephone calls, social media, or other digital channels made available by Zenera Tours.
The person making the reservation is responsible for providing accurate contact information and reviewing messages concerning their reservation, schedule, departure point, recommendations, payments, changes, or operating conditions.
Zenera Tours may update these Terms and Conditions in response to legal, operational, technological, commercial, or service-related changes.
Any modifications will be made available on the Zenera Tours website and will take effect upon publication.
Reservations confirmed before a modification will remain subject to the terms accepted at the time of confirmation, unless a change is required by law, a competent authority, or safety considerations.
These Terms and Conditions will be interpreted in accordance with the applicable laws of the United Mexican States.
Any questions, requests for clarification, complaints, or inquiries related to an experience should first be communicated to Zenera Tours through:
Email: reserva@zeneratours.com
WhatsApp: +52 998 735 3052
Nothing in these Terms and Conditions limits, waives, or restricts any rights granted to consumers under applicable law or their access to the competent authorities.
By using our digital channels, requesting information, accepting a quotation, confirming a reservation, or making a payment, users acknowledge that they have read, understood, and accepted these Terms and Conditions, as well as the Zenera Tours Privacy Policy, Cookie Policy, and Changes, Cancellations and Refunds Policy.
Private boat tours to Isla Mujeres and sunset cruises on Nichupté Lagoon.
Zenera Tours © 2026 · Website by Sky 6 Marketing
Av. López Portillo, SM-84, M-5, L-6, Puerto Juárez, 77520, Quintana Roo, Mexico
