Cancellation Policy

For a full refund, cancel at least 24 hours before the scheduled departure time.

Meeting and Pickup

Redemption Instructions

The customer has to reach out to the supplier to confirm the exact pick up time (phone number is listed on your voucher or ticket), for Tulum area we do not provide pickups at Hotels or Airbnb´s, only at Super Aki Tulum . Preservation tax will be required at check in or when you board (22 usd per adult and 19 usd per child) Pick up time Tulum super aki right where the sliding doors are at 8:50 am and you have to wait the guide, you must know rhat time is a lot of traffic Important: Mandatory Life Jacket Use As required by Civil Protection regulations, wearing a life jacket is mandatory for all visitors who wish to go down to the cenote area, even if your only intention is to take photos or observe without swimming. This safety measure is not optional and applies to everyone due to the slippery terrain, risk of falling, humidity, and the cenote's depth. Life jackets are available for rent on site for an additional fee. We appreciate your understanding and cooperation in ensuring a safe experience for all. In the event of an accident, roadblock, protest, or any other unforeseen situation affecting access, the road, or any of the locations to be visited, and which is beyond our control, the itinerary may be modified or the area may be avoided for the safety of our clients. As these situations are considered cases of force majeure and are outside of our control, no refunds or partial refunds will be issued. Please note that situations of this nature are uncommon; however, this policy is included to ensure transparency and to prioritize the safety of our clients.