By booking with VivaOhlala, you accept the sales and liability policies set out below. These conditions support the organization of our excursions and the experience of all our guests. Please read them carefully before completing your booking.

1. Reservations

  • Reservations are made exclusively through WhatsApp at +33 7 69 38 68 19.
  • A booking deposit is required to confirm your reservation. The amount depends on the number of participants and the excursions booked.

2. Cancellations

  • Cancellations made at least 72 hours before the excursion date qualify for a refund of 70% of the deposit.
  • No refund is provided for cancellations after this deadline.
  • If we cancel an excursion because of weather, safety or other reasons, we will offer an alternative or a full refund.

3. Changes

  • Changes to the date or excursion are possible, subject to availability.
  • Price adjustments may apply depending on the changes requested.

4. Prices and payment

  • Prices are stated in Mexican pesos (MXN) unless otherwise indicated.
  • The booking deposit is payable by credit card through a secure QR code. No additional fee is charged to you; VivaOhlala covers these fees.
  • The remaining balance must be paid in cash in Mexican pesos directly to the guide, early in the morning on the day of your first excursion.
  • By confirming payment of the deposit, the customer authorizes VivaOhlala to use the payment information provided to collect any outstanding balance.
  • If all or part of the balance is not paid during the excursions, VivaOhlala reserves the right to automatically charge the outstanding amount to the payment method used for the deposit. Payment credentials are retained for this purpose.
  • This applies in particular to refusal to pay, failure to pay on site or any other breach of the agreed payment conditions.

5. Liability

  • VivaOhlala disclaims liability for accidents, losses or personal injury.
  • Customers must follow the guides’ instructions for their safety.

6. Right to refuse service

VivaOhlala reserves the right to refuse or discontinue a service if safety rules are not followed or if a participant behaves inappropriately.

7. Privacy

  • Your personal information is strictly confidential and will not be shared without your consent.
  • Photos taken during excursions may be published on our social media. If you object, please let us know and we will remove the photos concerned.

8. No-shows at the meeting point

  • If a customer is not at the meeting point at the stated time, we will wait a maximum of 10 minutes.
  • After that time, the group will leave without the absent customers and the reservation will be considered a no-show.
  • For a no-show, the full excursion price is due and will be charged. No refund is available, including for the deposit already paid.
  • By confirming the reservation, the customer expressly agrees that VivaOhlala may charge the entire outstanding balance to the payment method used for the deposit. Payment credentials are retained for this purpose.
  • This policy covers costs already incurred, including transportation, guides, organization and reservations.

9. Group size for classic tours

  • Our classic tours are limited to a maximum of 12 people to provide a comfortable, enjoyable experience.
  • In exceptional cases, the group may be slightly larger, but it will not exceed 15 people without the other travelers’ prior agreement.

10. Pickup times and itineraries

  • Exact pickup times are communicated the day before the excursion, before 8 p.m. Mexico local time.
  • Itineraries and times are not established in advance. Please wait until that date for these details.

11. Specific conditions

Weather conditions

Weather conditions may affect excursions. In bad weather, we will offer alternatives, but a refund is not guaranteed.

Snorkeling and visibility

Marine conditions, including visibility and currents, are beyond our control and may affect snorkeling. In rare cases, snorkeling may be canceled by the local harbor authority solely to protect participants’ safety.

Wildlife sightings

The presence of animals in their natural habitat cannot be guaranteed.

Personal belongings

Items left in our vans can be returned during a later excursion if you have booked several days with us. If you leave an item on your final excursion and the vehicle has already left your hotel, a special detour to return the item may incur an additional charge requested by the driver. VivaOhlala does not cover this charge; the transportation provider bills it directly to the customer.

Borrowed equipment

If borrowed equipment, such as snorkeling equipment, is lost or broken, its replacement cost will be charged to the customer.

Updates to these conditions

These conditions may be updated at any time. Customers will be informed of changes through our website. Last update stated in the French conditions: December 27, 2024.

Read these conditions in French. For questions before booking, contact our team.