Help center
Frequently asked questions
Everything you need to know before, during and after your tour.
Booking & payment
How do I book a tour?
Choose a tour, pick a date and departure time in the availability calendar, then complete the short checkout. You’ll receive a confirmation email with your ticket straight away.
Which currencies and payment methods do you accept?
You can pay in US dollars (USD) or Mexican pesos (MXN) with Visa, Mastercard, American Express or PayPal. Payments are processed by a PCI-compliant gateway with fraud protection. We never see or store your full card number.
Is availability real-time?
Yes. The calendar syncs with our operations system, so spots disappear as soon as they are booked. This prevents overbooking.
Do I need to print my ticket?
No. Show the mobile ticket from your confirmation email or your account dashboard.
Are there extra fees on the day?
Some tours have government fees that must be paid in cash: national marine park wristbands (about $25 USD) and small marina fees. These are listed under “Not included” on each tour page.
Cancellation & refunds
| Tour type | Full refund if you cancel | After that |
|---|---|---|
| Group tours | 24+ hours before | Non-refundable |
| Private charters & yachts | 72+ hours before | Non-refundable |
| Groups of 10+ / custom trips | 7+ days before | 50% refund until 72 h, then non-refundable |
| Weather or port closure | Always a full refund or free date change | |
How do I cancel or change my booking?
Go to My bookings, choose the reservation and select Modify or Cancel. You can also message us on WhatsApp with your booking reference.
What happens if the weather is bad?
If the Port Captain closes the port or we cancel for safety reasons, you choose a full refund or a free change of date.
When will I receive my refund?
Refunds go back to the original payment method within 5–10 business days. Currency conversion differences are set by your bank.
On the tour
Is hotel pickup included?
Most inland and Nayarit tours include pickup from Puerto Vallarta and Nuevo Vallarta hotels. Add your hotel at checkout. Boat tours meet at the marina or pier; the exact Google Maps pin is in your confirmation email.
What should I bring?
Your confirmation email includes a checklist for your tour. It usually covers reef-safe sunscreen, a swimsuit and towel, insect repellent for jungle tours, and exact cash in pesos for marina or park fees.
Can you accommodate dietary restrictions?
Yes. Enter each traveler’s dietary needs at checkout (vegetarian, vegan, gluten-free, allergies) and we’ll let the kitchen know.
Should I tip my guide?
Tips are not included and are always appreciated. 10–15% is customary in Mexico.
Safety & requirements
Why do you ask for travelers’ weights?
Ziplines, ATVs and similar activities have strict weight limits for safety. Most require riders to weigh between 35 and 125 kg (77–275 lb). Weights are shared only with the operating crew.
Do I need to sign a waiver?
Adventure and water tours require a digital waiver. We email a link after booking; every traveler must sign before the tour. A parent or guardian signs for minors.
Are tours suitable for children?
Look for the “Family-friendly” filter. Minimum ages are shown on every tour page.
I get seasick. Any advice?
Morning departures usually have calmer water. Take motion-sickness medication 30–60 minutes before boarding and stay on deck where you can see the horizon.
Terms & privacy
Full terms and conditions and our privacy notice (Aviso de Privacidad) under Mexico’s LFPDPPP will be published here. We use your personal data, including traveler weights and dietary details, only to operate your booking.