RESERVATION POLICIES:
The rates shown on the website are valid only at the time of quotation and are subject to change without prior notice according to the conditions of each provider until they have been reserved and confirmed.
Reservations are subject to availability until confirmed. A reservation is considered confirmed when the corresponding payment has been made and an electronic reservation voucher with a confirmation number is obtained. Availability cannot be guaranteed until full payment or a deposit payment, as applicable, has been received.
In some cases, it is necessary to verify availability directly with the provider before confirming a service. Therefore, we ask for a maximum of 24 hours to send you the confirmation. It is important to note that no charges will be made to your card until availability is confirmed.
By making a reservation, you authorize us in writing and/or verbally to use your credit card number or chosen payment method and expressly acknowledge and accept our reservation, payment, disclaimer of liability, and cancellation policies.
To avoid any inconvenience, you must print the corresponding voucher and present it when requesting your paid service (as proof of reservation). If you wish to modify or cancel, it is necessary to contact an advisor as soon as possible, having your voucher with the reservation number at hand. Advisors can be reached via email at websales@thetouragency.com or by phone in Mexico at (322) 3080031 and in the USA/CA at 1-888-239-1870, from Monday to Sunday from 8:00 a.m. to 8:00 p.m. Please read our CANCELLATION POLICIES, and note that any reservation changes are subject to availability and a rate re-quote.
PAYMENT POLICIES:
For payment of your reservation, we accept Visa and MasterCard credit/debit cards. If you don't have a card, you can also pay through a transfer or deposit at participating banks. For more information, please contact one of our advisors via email at websales@thetouragency.com or by phone in Mexico at (322) 3080031 and in the USA/CA at 1-888-239-1870, from Monday to Sunday from 8:00 a.m. to 8:00 p.m.
The charge to your debit or credit card will be made once the reservation status shows "confirmed availability." The charge will be reflected on your statement with the description "The Tour Agency."
The rates published on the website https://thetouragency.com are quoted in different currencies. In the case of any currency other than Mexican pesos, the amount shown is for informational purposes based on the exchange rate established by The Tour Agency at that time. The transaction amount will be charged to your card in Mexican pesos at the exchange rate in effect on the day of the transaction. Please note that the amount that appears on your credit card payment receipt may vary by up to three percent due to international fluctuations in bank exchange rates. The Tour Agency is not responsible for such fluctuations. You acknowledge that you have been informed of the exchange rate fluctuation and agree to the corresponding charge in Mexican pesos.
If you require a tax invoice, you must request it from the agent assigned to your reservation at websales@thetouragency.com in the same month in which you made your payment. It should be noted that for tax reasons, invoices will be issued after the corresponding payment has been made.
DISCLAIMER OF LIABILITY:
The Tour Agency only acts as an intermediary agent between the client and the provider of the tourist services promoted on this website https://thetouragency.com. The agency carefully selects only the most qualified and reputable providers to provide the best service; however, The Tour Agency cannot assume any responsibility with clients for acts or omissions by the providers, as it has no control or legal relationship over their operations.
You release The Tour Agency from any liability for any failure or non-compliance by the Provider or direct Providers of the tourist services, including, without limitation, any failure or non-compliance by tour operators, diving instructors, snorkeling instructors, dolphin swimming instructors, fishing instructors, adventure and extreme sports providers, water parks, ecological parks, and in general, any failure or non-compliance by all those tourist services that are directly provided by one or more providers and not directly by The Tour Agency.
In the event that the provider fails to fulfill any of its services for which you have already made payment, the sole recourse for a refund should be pursued directly with the provider that failed to provide the services, unless the aforementioned failure is directly caused by The Tour Agency. Therefore, we do not assume responsibility towards you, and you release The Tour Agency from all liability for acts, omissions, or any kind of complaint or dissatisfaction arising from the services provided by the direct service providers advertised on this website, as The Tour Agency has no control or legal relationship over their personnel, equipment, operation, or property.
Likewise, The Tour Agency will not be responsible, and you release this website from all liability regarding:
The accuracy of the photographs displayed on the website, as they are merely representative and do not guarantee that everything will be exactly as shown and/or described upon your arrival.
The star ratings assigned to the services, as they are based on the interpretation of The Tour Agency and/or the service providers and may differ from the ratings reported elsewhere.
The descriptions of the various promoted services are constantly updated by The Tour Agency to the best of its knowledge, but they do not guarantee that everything will be exactly as described upon your arrival.
Any failure on your part to follow the service instructions, departure schedules, coupon redemption policies, etc.
The terms and conditions and/or policies of the direct service providers. The Tour Agency will not assume any responsibility, and you release this agency from all liability, as well as any claim, cost, expense, or loss that you may suffer, including any personal injury to yourself or third parties, accidents or death, damage to personal belongings, loss of enjoyment, anger, disappointment, distress, or frustration, whether mental or physical, provided that they result from:
Despite the constant updating of the website, there is a remote possibility that the validity of some prices has expired or that the information has been inaccurately provided by the service providers. In the event that the correct price is lower than the quoted amount, The Tour Agency will apply the lower amount. In the event that the correct price is higher than the quoted amount, you will be informed of the correct amount or have the option to cancel the reservation at your request due to disagreement with the price increase, releasing The Tour Agency and the service provider from any liability or payment of compensation for inconveniences caused by such cancellation.
The Tour Agency disclaims any responsibility arising from the user's non-compliance with the regulations, rules, or conditions established by each of the contracted service providers.
The Tour Agency reserves the right to refuse any client at any time.
CANCELLATION POLICIES:
All cancellation requests must be made in writing to the email websales@thetouragency.com. Every cancellation will incur an administrative fee of 50% of the total value of the contracted services, in addition to the penalty assigned by the corresponding provider (if applicable). If the refunded amount from the reservation is used for the purchase of another activity, The Tour Agency will waive the corresponding percentage of the administrative fees, and only the penalty assigned by the corresponding provider will apply (if applicable).
Reservations canceled from 6 to 0 days before the service date, regardless of the reason, are subject to no-show charges, and no refund will be issued.
When a passenger decides to discontinue the service during the period of the service (while already engaged in it), it is understood that it is at their own responsibility, and the agency is released from any liability, and no refund will be provided.
The Tour Agency reserves the right to arrange the chosen services in terms of transportation and car rentals on its own, regardless of the ultimate service provider, unless it is expressly agreed that these will be provided exclusively by a specific provider. In the event of a change in the direct service provider, an equivalent quality alternative will be provided. If you use the service, it will be understood that you consented to such modification, and no claim, compensation, or refund will be granted. Once The Tour Agency receives the payment for the contracted services of any kind from you, The Tour Agency is immediately authorized to issue, provide, or acquire the services, adhering to and accepting both The Tour Agency and your cancellation, issuance, and sale policies of the companies and/or providers, as well as The Tour Agency's Reservation and Cancellation Policies, which can be found at https://thetouragency.com.
REFUNDS:
In the event of force majeure or unforeseen circumstances where the service providers are unable to partially or fully provide the contracted services, The Tour Agency will only act on behalf of the user and will be limited to refunding the applicable amount, excluding any other obligations.
The agency reserves the right to modify the order of the services indicated on this website for better execution or due to justifiable reasons. When The Tour Agency cancels a service or excursion of any nature for reasons beyond the customer's control, it will be obligated but limited to refunding the full amount of the advances or payments made.
In the event of cancellation by the customer, the refund applied will be calculated according to the cancellation policies, depending on whether it is in cash or to be used for another activity.
By providing an advance payment and/or payment for the chosen service program, the customer acknowledges acceptance of the specified conditions and responsibilities outlined on this site.
DECLARATIONS:
You declare under penalty of perjury, appearing in your own right and personally, that you are an individual or legal entity of legal age, capable, and with sufficient means or economic capacity and interest to acquire the intermediation and reservation services specified herein, and that you are using The Tour Agency website solely as an intermediary between yourself and the direct service providers of tourism services.
The Tour Agency declares that (a) it is a commercial company duly incorporated under Mexican laws as TRASLADOS TURISTICOS RIVIERA NAY SA DE CV. (b) It is registered with the Tax Authorities under the Federal Taxpayers Registry TTR130226V45. (c) Its corporate purpose is the authority to act as an intermediary for the reservation of spaces in transportation means, to serve as an intermediary between tourists and service providers of transportation of any kind, and to provide tourists with reservation services for tourist attractions.
You declare, regardless of your country of origin, that you have reached the legal age to use this website and to be bound by these Terms and Conditions, as well as to assume the legal obligations incurred through the use of this site. You understand that you will be financially responsible for all use of this website and for anyone who uses it using your information to access it.