Reservation and cancellation policies
Reservations
• To book any trip 30% will be charged at the time of booking according to the yacht, and the remaining amount will be charged 24 hours prior to your trip (except in the case of cash payments, which will be made prior to boarding).
• A credit card must be registered as a guarantee at the time of booking.
• A charge will be made to your credit card as soon as your reservation is confirmed. This process is normally completed after 24 hours of sending your reservation.
• Prior to boarding, the marina fee and taxes will be collected in cash.
• Cash is preferred and we accept American Dollars and Mexican Pesos. If you want to pay with credit card VISA/MC, 5% surcharge. please bring your ID and let your bank know you will be making a payment in Mexico.
•We require the group representative to prove their identity with an unexpired official identification with signature and photo. Without Official Identification Riviera Charters will NOT perform the service
The following restrictions apply for cancellations made by you as a client.
• More than 30 days prior the experience– 20% cancellation fee will apply.
• 15 to 29 days prior the experience – 30% cancellation fee will apply.
• 8 to 14 days prior the experience – 50% cancellation fee will apply.
• Fewer than 14 days prior the experience – non-refundable.
• 24 Hours prior the experience, a full charge will be made.
• No Shows – If the client does not arrive at the marina on the scheduled day and time of the activity, a full charge will be made.
The client allows Riviera Charters to apply the booking deposit as the cancellation fee and/or to charge such fee directly to the registered credit card.
If the client is late at the indicated check-in and boarding time, it will not be possible to make up or refund the time which has already occurred. The tour starts and ends at a specified time.
No shows
If the client doesn´t arrive at the marina on the scheduled day and time of the activity, a full charge will be made. The client allows Riviera Charters to apply the booking deposit as the cancellation fee and/or to charge such fee directly to the registered credit card.
If the client is late at the indicated check-in and boarding time, it will not be possible to make up or refund the time which has already occurred. The tour starts and ends at a specified time.
In the event that the client wishes to reschedule the activity, he or she may reschedule or change the date up to 12 hours (at the latest) prior to the tour. This shall incur a penalty of 30% of the total cost, plus any update to the current price, where applicable, and is subject to availability of Riviera Charters
Changes to reservations or cancellations can be requested via email or by calling +132 522 5452 from the United States or Canada, or + (52)9981 869 561, from Mexico. All requested changes will be subject to availability.
In promotions or special prices no changes are allowed.
Reasons for cancellation by the company:
The only causes of cancellation of the trip by the company are:
If the vessel is unable to set sail on time due to severe weather conditions, our very first priority will be to try to reschedule your booking. Such a situation could lead to either a delay or a cancellation. We are eager to make your experience a reality, but as boat experts your safety comes first.
Our experience, combined with the very best possible methods of determining the weather conditions go into the process of making a preliminary decision to delay a launch. We then continue to keep an eye on the radar and other reliable methods of determining the most accurate weather forecast in our local region. Please note that local weather can and does change frequently – we will only cancel the launch if we have exhausted every option and the weather conditions are severe enough to put you, our guests, staff and yacht in danger.
If weather conditions are severe and we do make the decision to cancel your trip, we will refund 100% of your deposit immediately.
If there is a breakdown or the boat needs maintenance before the trip. Should any of these situations occur, the company will aim to change the date, or the vessel. If this is not possible, the 100% of the experience will be refunded.
If the company detects risks derived from COVID-19 and related factors in the area.
If during a tour the boat has any mechanical issue that prevents the trip from continuing, an attempt will be made to change the boat, or a coupon will be provided to enjoy the same experience on another date or at an alternative schedule with transportation included. Otherwise, we shall proceed to reimburse the unused time within a maximum period of 24 business hours.
Covid Cancellations
In relation to the coronavirus (COVID-19), we are closely monitoring the current situation and are in close contact with you. We will be keeping you up to date on the latest information and the current situation. At this time, we have not registered any problem or voyage restrictions at any destination.
At Riviera Charters we understand that the current situation regarding COVID-19 can cause unexpected changes to your travel plans, so we offer a 100% refund for cancellations due to COVID-19, as long as it is duly justified.
Changes and/or cancellations by airlines due to COVID-19, must be notified and justified at least 24 hours before departure.
Weather Cancellations
Cancellations due to weather is exclusively a decision made by Riviera Charters and will be communicated to Charterer by email or phone before the tour starts. If a cancellation is done due to weather and the Charterer and Riviera Charters cannot find a date for rescheduling the tour Riviera Charters will make a full refund of any deposit paid by Charterer.
Riviera Charters reserves the right to cancel a tour and this will be communicated to Charterer by email or phone before the tour starts and Riviera Charters will make a full refund of any deposit paid by Charterer.
Any change in dates, destination or yacht type from Charterer is considered a cancellation. If any scheduled payment by Charterer has not been received by the payment due date, Riviera Charters reserves the right to cancel the charter and retain all deposits and fees paid to date.
Prices and Exchange Rate
• The published prices are in American dollars, as is the fee applied to credit cards. If your credit card is not in dollars, the exchange rate will be established and applied by your bank.
• In order to check in on the day of your tour, it is obligatory to present the credit card used to make the booking, along with official ID.
Prohibitions
Any violation of these points is grounds for cancellation of the trip without the right to any type of refund:
• The consumption of drugs or narcotics is prohibited.
• Improper use of alcohol is prohibited.
• Children under 6 years old are prohibited to be alone in any part of the vessel.
• It is prohibited to throw any type of food or object into the sea.
• It is prohibited to stand anywhere other than on the floor of the boat.
• It is prohibited to jump into the water without prior authorization from the crew.
• It is prohibited to separate from the group while snorkeling if not previously authorized.
• Swimming is prohibited if the person has consumed alcohol without moderation.
• Swimming below the boat is prohibited.
• It is forbidden to touch any navigation device of the ship or any of its controls.
• It is strictly forbidden to harass the crew both physically and verbally.
• Riviera Charters is not responsible if you, as a customer, purchase any food or service that does not include your reservation, for example the rental of Jetski and purchase of lobster.
Overtime
• Extra hours may be requested during the tour subject to availability and authorization with additional price according to the yacht hire.
• If returning to port is delayed more than 15 minutes due to the client, he or she will automatically be charged an extra hour full price.
Vessel and Equipment Damage
• In case the client damage of the vessel or the equipment. The client will be charge full amount to fix the damage of the incident. The damage has to be fixed before arriving to the marina
• If the damage is not paid before arriving to the marina, the authorities will be called
Zero Tolerance Policy
At Riviera Charters we promote values such as freedom of expression and are respectful of every person regardless of sex, race, religion, political affiliation, sexual orientation, social class, etc.
So, we ask our customers to please be respectful of our staff.
Insults, derogatory terms, threats, or ill-treatment directed at our staff will not be tolerated.
At Riviera Charters, our commitment is to provide our clients with the best service, so we ask our clients to provide the same respectful treatment that is given to them. If as a client you disrespect a member of our staff, physically, verbally, in writing, graphically or otherwise, the relationship with Riviera Charters will be terminated immediately.
For those customers in the process of booking, their account will be blocked, and their booking process cancelled.
For those customers in use of our services, whether at sea, air, land, or catering; the service will be interrupted immediately and without the right to a refund, in addition to being considered persona non grata by the company.
