Legal
Terms & Conditions
These Terms & Conditions apply to bookings and services offered through Cenote Dive Tour. By confirming a reservation, the customer acknowledges and accepts the applicable booking, cancellation, safety and participation conditions described below.
Playa del Carmen, Quintana Roo, Mexico · Last updated: September 26, 2026
01About Cenote Dive Tour
Cenote Dive Tour ("CDT") provides diving experiences and related coordination services from Playa del Carmen, Quintana Roo, Mexico.
CDT organizes and coordinates diving activities offered through this website, including services that may involve independent third-party providers.
02Services covered
These Terms apply to services offered through the CDT website, including, where applicable:
- Private cenote diving
- Cozumel diving
- Bull shark diving
- Multi-day diving experiences
- Transportation and logistical coordination
- Photography coordination
- Concierge-style coordination
- Other diving experiences or related services explicitly offered by CDT
Individual experiences may have additional certification, experience, age, safety, operational or seasonal requirements. The requirements shown on the specific experience page and communicated during booking form part of the conditions for that reservation.
03Reservations and deposit
A reservation is confirmed once the required deposit has been received.
The deposit is 20% per person, per activity. If you book more than one activity, the deposit applies to each booked activity.
The remaining balance is normally paid on the day of the activity, before it begins, unless different payment arrangements have been agreed in writing.
04Payment methods
Cenote Dive Tour currently accepts:
- Credit and debit cards
- PayPal
- Mercado Pago
- Bank transfer
- Cash
Some payment processors or methods may charge transaction or processing fees. Any applicable customer-facing fee will be shared before payment whenever possible.
05Cancellation 72 hours or more before the activity
If you cancel at least 72 hours before the scheduled activity, the amounts paid for the canceled activity are refundable, less any non-recoverable bank or payment-processing fees associated with the original transaction or refund.
These deductions correspond only to actual charges related to the transaction or refund, such as bank charges, payment processor charges or reversal fees. They are not a CDT cancellation penalty, and we will let you know when they apply.
06Cancellation less than 72 hours before the activity
For cancellations made less than 72 hours before the scheduled activity, CDT retains the 20% booking deposit.
If you have already paid the full activity, CDT retains the equivalent of the 20% deposit and refunds the remaining amount, less any applicable non-recoverable bank or payment-processing costs.
07No-shows and late arrivals
Because guides, logistics and operational resources are reserved specifically for your activity, no-shows and arrivals that make the scheduled activity impossible are non-refundable.
A booking is considered a no-show when the participant does not appear, does not communicate their absence, or arrives so late that the scheduled activity can no longer reasonably be conducted. Minor delays are not automatically treated as a no-show; we use reasonable operational judgment.
08Changes and rescheduling
Rescheduling may be possible depending on availability, the activity, third-party commitments and operational feasibility. A request to change dates does not guarantee that the new date will be available.
If third-party services have already been reserved, their own change or cancellation policies may also apply.
09Weather: cenote diving
Rain and ordinary weather conditions do not normally prevent cenote diving. Cenote activities are not canceled simply because it is raining.
Cancellation may occur only in exceptional circumstances that create a genuine safety or access risk, such as hurricanes, major tropical storms, severe weather that makes transportation unsafe, official closures or dangerous access conditions. Safety takes priority.
10Weather: ocean diving
For ocean activities such as Cozumel diving and bull shark diving, marine conditions can affect operations. Activities may need to be modified, rescheduled or canceled because of unsafe sea conditions, Port Authority or Harbor Master closures, official restrictions, severe weather or other conditions that make marine operations unsafe.
11Cancellation by CDT
If CDT must cancel an activity for safety, severe weather, official closure or operational reasons, we will first offer a suitable new date when one exists. You are not required to accept it.
If the activity cannot reasonably be rescheduled, you may receive a refund of the amounts paid for the affected CDT activity. Third-party non-recoverable costs are subject to the Third-party services section below.
12Wildlife and natural conditions
Diving takes place in natural environments. CDT cannot guarantee wildlife sightings, number of animals, animal behavior, proximity to wildlife, visibility, currents, water or light conditions, or specific environmental phenomena.
Bull sharks are wild animals. Their presence, number, behavior and proximity cannot be guaranteed. During the operating season, encounters may allow divers to observe sharks from the planned observation area, but every dive is different. CDT does not use feeding, baiting, touching or handling to force a closer encounter.
13Diving requirements
Every diver must meet the certification and experience requirements of the activity booked. Requirements vary by experience and may include Open Water certification for appropriate recreational cavern dives, Advanced Open Water or equivalent where that level is required, appropriate recent diving experience, appropriate buoyancy and underwater control, or specialized certification where explicitly required.
The specific experience page and direct booking communication determine the applicable requirements.
14Medical fitness and documentation
All diving participants must complete the required liability release, medical questionnaire or declaration, and any other participation documentation before diving.
If the medical questionnaire indicates that medical authorization is required, the participant may need to provide appropriate medical clearance before participating. Participants are responsible for providing accurate information.
15The guide has final authority regarding dive safety
A CDT guide may modify, postpone, terminate or decline a particular dive when reasonably necessary to protect the participant, other divers, the guide or the team.
Relevant factors may include diver experience, buoyancy and control, behavior, equipment, environmental conditions, physical condition apparent at the time, failure to follow safety instructions, suspected impairment, or other circumstances affecting safe execution. The guide may also modify the dive site, route, profile, depth, duration or dive plan when required for safety.
This authority is always exercised in the interest of safety, never arbitrarily.
16Alcohol, drugs and impairment
Participants must not dive while impaired by alcohol, recreational drugs, or any substance or condition that makes participation unsafe. The guide may refuse participation when there is a reasonable safety concern regarding impairment.
17Diving insurance
CDT strongly recommends that divers maintain appropriate diving accident insurance.
18Equipment
Participants must use equipment responsibly. If equipment supplied by CDT or a third-party provider is lost, intentionally damaged, or damaged through misuse or negligence, the participant may be responsible for the reasonable repair or replacement cost. Ordinary wear and tear, and equipment failure not caused by the participant, are not charged.
19Personal property
Participants are responsible for taking reasonable care of their personal belongings. CDT cannot guarantee the security of unattended personal property during diving activities.
20Third-party and concierge services
CDT may coordinate independent services such as photographers, transportation providers, boat operators, accommodation, special logistics or other activity providers. These services may be provided by independent third parties, not CDT employees.
When a third-party service has its own deposit, payment, cancellation, rescheduling, refund or operational policy, that policy may apply to that portion of the reservation. We will share the relevant third-party conditions before payment whenever applicable.
21Photography services
Professional underwater photography or video may be coordinated through independent photographers. Natural and operational variables may affect the result; a particular wildlife encounter, distance, light beam, condition or shot cannot be guaranteed.
If a photography package includes a defined number of photos, clips, edited video or a delivery timeframe, the individually agreed package governs those deliverables. The photographer's booking and cancellation terms may apply to that portion of the reservation.
22Inherent risks
Scuba diving and related activities involve inherent risks. Participation requires appropriate certification where applicable, following safety procedures and the guide's instructions, providing accurate information, and signing the required participation documents.
23Minors
The minimum age is 15. Minors require appropriate authorization and accompaniment. Activity-specific certification, experience and safety requirements still apply, so not every activity is suitable for every certified 15-year-old.
24Governing law
These Terms & Conditions are governed by applicable Mexican law. Any matter requiring legal jurisdiction will be handled in accordance with the applicable laws and competent authorities in Quintana Roo, Mexico. Nothing in these Terms limits rights that cannot be waived under applicable consumer-protection law.
25Acceptance
By confirming a reservation and submitting the required deposit, the customer acknowledges that they have had access to these Terms & Conditions and accepts the conditions applicable to their booking.
Please contact us before payment if you have questions about requirements, cancellations, transportation, third-party services or activity conditions.
26Contact
Cenote Dive Tour
Playa del Carmen, Quintana Roo, Mexico
Email: info@cenotedivetour.com
Phone: +52 984 315 0023 · WhatsApp