Reservation and cancellation policies

RESERVATIONS

This is a confirmation that automatically initiate the terms bellows and also published in our website. Your Booking Confirmation is with Riviera Charters. When you reserve a tour with us it means you have read and accepted these booking conditions. The charter responsable hereinafter referred to as the “Charterer” will be responsible for the full cost of the charter including any insurance premiums, cancellation, or amendment charges. A contract exists as soon as Riviera Charters issues your invoice.

Please check your invoice detales carefully to ensure that all the information, charges and inclusions are accurately according to our previos conversation. if something is not as we agreed upon inform us immediately.

PAYMENT TERMS

To book your charter 30% deposit will be requested to confirm your reservation. The remaining balance should be paid upon arrival to the marina before boarding the boat.

• A credit card and unexpired ID must be registered as a guarantee at the time of booking.
• 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.
• 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

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 American Dollars, the exchange rate will be established and applied by your bank.

ACCIDENTAL, DAMAGE, DEATH & INJURY

Riviera Charters strictly prohibits the use or consumption of illegal drugs on its Yachts or at its facilities. The consumption of alcohol or drugs may increase the risk of injury around water and boats and the Charterer and their passengers accept that risk.

Riviera Charters shall be held harmless from any and all claims or liability for property damage, personal injury or death arising from or related to, directly or indirectly, the use or consumption of alcohol or drugs, even if the property damage, personal injury or death is caused in whole or in part by the negligence of Riviera Charters.

This shall in no way limit or diminish Riviera Charters accountability for its negligence where the property damage, personal injury or death does not arise from or relate to, directly or indirectly, the use or consumption of alcohol or drugs.

SWIMMNG, SKIN DIVING AND JETSKI

Riviera Charters, the Yacht owner and the insurance underwriters shall not be held liable for accidents, injuries or death due to swimming, windsurfing, Jetski, kayaking or the use of snorkels, masks or allied equipment such as scuba equipment and sailboards.

EQUIPMENT AND YACHT INSURANCE COVER

Our insurance policy provides comprehensive and adequate cover for the equipment and yachts for your skipper and crew. The Company cannot be held responsible for any loss which you may suffer as a result of the insurers refusing cover, including without limitation, which is as a result of you providing incorrect information, such as previous sailing experience, when requested, or due to your negligence, deliberate default or willful misconduct. Should damage or loss to yachts and equipment be caused as a result of not obeying the Company’s instructions, you will be liable for the full amount of repair or replacement and any resulting costs.

Adults will at all times be responsible for minors in their charge. The Company agrees to insure and keep insured the yacht against public liability and marine public liability to such an extent as the Company in its absolute sole discretion shall deem appropriate.

Such insurance policy does not cover loss of life (except that caused through the negligence of the Company), or damage to or loss of property of any person on board against which you must insure prior to the charter. Advice about such insurance is available from the Company on request.

TERMINATION OF VACATION & INDEMNITY:

The Charterer accepts responsibility for the proper conduct of themselves and their crew. Riviera Charters reserves the right in our absolute discretion to terminate, without further notice, the vacation arrangements for any Charterer who refuses to comply with the instructions or orders of Riviera Charters and whose behavior or competence in Riviera Charters opinion is likely to cause distress, damage, danger or annoyance to their crew, other customers, staff, any third party or to the property. Upon such termination Riviera charters’ responsibility for the Charter’s vacation ceases and shall not be liable for any costs incurred by the Charterer.

CREW

Riviera Charters shall provide a competent skipper/guide for the Charterer, if so requested in advance. Although the Charterer shall exercise control over the Yacht, the Charterer shall depend upon the skipper/guide for the safe navigation of the Yacht and shall abide by the judgments of the skipper/guide as to sailing, weather, anchorages and pertinent matters. The Charterer shall not have the authority to discharge the skipper/guide without prior consent from Riviera Charters.

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 pay before arriving to the marina
• If the damage is not paid before arriving to the marina, the authorities will be called and the client will not be able to leave the marina until payment is completed

LOST ITEMS

• Please check at the end of your service that you have all your belongings, the return to hotels of forgotten belongings has an extra cost.
• In departures we do not repatriate any lost items.
• Please call us soon after your drop off, after 24 hours of your drop off we might not find lost items. Mobile phones are the most forgotten items, please make sure you bring yours.           

MISCELLANEOUS

It is understood that Riviera Charters is acting for and on behalf of the owner of the Yacht. Neither Riviera Charters nor the owner will be liable to any person for any loss, damage, injury, or death that results from the Charterer’s use of the Yacht. Riviera Charters makes no representations other than those contained in this Contract, the current Riviera Charters brochure and any written materials provided as part of the booking procedures. Riviera Charters will not be responsible for any fees, expenses, airline tickets, hotel rooms, food, phone calls, or other expenses incurred by the Charterer for any reason whatsoever. The Charterer will indemnify and hold Riviera Charters and the owner of the Yacht harmless from and against any and all claims for loss or damage to property or injury to persons (including loss of life) resulting from use, operation, or possession of the Yacht and related equipment or other Inventory by the Charterer or any crew, and from any claims whatsoever from loss or damage to personal property of the Charterer or any crew carried on the Yacht or dinghy. This Agreement shall be construed and interpreted in accordance with the laws of the state of Quintana Roo, Mexico

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.

ZERO TOLERANCE POLICY

At Riviera Charters we promote values such as freedom of expression and 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.

• 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.

CANCELLATIONS TERMS

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.

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.

COVID CANCELLATIONS

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 at least 24 hours before charter departing time, if you notify the day of your charter your deposit will be not refunded.

For any reason related to the COVID-19 that affects the trip, 100% will be reimbursed as long as you meet at least one of the following criteria, Proof is required.

1) Test positive for COVID-19 + flight itinerary: Someone in your tour group has tested positive for COVID-19 and can provide the individual(s) test results showing the overlap with their required quarantine and the Riviera Charters tour reservation date.
2) Hotel-related: The hotel or resort cancels your reservation, there’s a hotel closure due to a Covid breakout, or another “stay-at-home” order that requires the hotel to close to all visitors.
3) Airline-related: Your airline cancels the flight you’re traveling on to Mexico, which would cause you to miss your tour. (must be notified and justified at least 24 hours before departure.)
4) Government-related: The government you’re departing from or Mexico’s government has issued a border closure during the time you were intending to travel and take your tour with us.
5) All the information above will have to be send at least 24 Hours before departing charter time.

If you can provide one of the above before your tour date we’ll be happy to issue your money back in full. If you are unable to provide proof of one of the above, our regular cancellation policy will apply.

REASONS FOR CANCELLATION BY THE COMPANY

The only causes of cancellation of the trip by the company are:

• If there is a breakdown, or if the boat requires maintenance prior to the trip. Should any of these situations occur, the company will aim to change the date, or the vessel. If this is not possible, 100% of the cost of the experience will be refunded.
• If the company detects risks derived from COVID-19 and related factors in the area.

REASONS WICH DO NOT JUSTIFY A CANELLATION OR REFUND

• If it is raining or cloudy where guests are staying, or at the marina.
• If the weather is not nice: if it starts to rain, if it gets cloudy, if it is too hot or too cold, if there are waves, it is a windy day, or if you are unable to do the snorkeling activity.
• If the port of Cancun, Playa del Carmen or Puerto Aventuras is closed (In this case you can enjoy your chosen Experience inside a sheltered area selected by your captain)
• If someone gets seasick or dizzy during the tour.
• If the trip ends early, due to illness or at the request of the client.
• If we run out of any kind of drink or food due to unusually high consumption.
• If due to the negligence of the client, he or she suffers any type of accident.
• If there is any disagreement with the service during the experience.
• If there is any disagreement from the client regarding the safety regulations of the boat during the experience.
• If the client arrives after the time according on the Booking Confirmation

WEATHER CANCELLATIONS

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.

Cancellations due to weather:
If a cancellation is made due to weather and the client and Riviera Charters cannot find a date for rescheduling the tour, Riviera Charters will make a full refund of any deposit paid by the client. Cancellations due to weather are exclusively a decision made by Riviera Charters and will be communicated to the client by email or phone at the earliest available opportunity before the tour starts.

All Rights Reserved for Cancellation:
Riviera Charters reserves the right to cancel a tour and this will be communicated to the client by email or phone before the tour starts. Riviera Charters will make a full refund of any deposit paid by the client.

Cancellations made by client:
Any change in dates, destination or yacht type from the client is considered a cancellation. If any scheduled payment by the client 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.

WEATHER CONDITIONS IN THE MAYAN CARIBBEAN

• The weather is not as perfect as you wish it will be. If is too hot or too cold, if it starts to rain, if it gets cloudy, if there is lightning, wind or waves, or if you cannot do the snorkeling activity. The weather in the Caribbean changes frequently. Even if you look at the weather forecast and a cloudy day with wind or rain is indicated, no worry about this please.

• The Riviera Maya has a very changeable weather and most meteorological systems give incorrect forecasts in the area. We are experts in navigation, and we are always aware of weather updates at all times, through different sources of information.

• If anyone can determine whether a tour will take place, it’s us. We will let you know if the weather is not suitable for going out. We are here to take care of you.

• If its cloudy or its raining at your hotel, about 20 minutes away from our marina, it could be sunny at the marina. The climate changes in different areas of the Riviera Maya, all the time.

• It is usually always sunnier at sea than on land. It may be cloudy or drizzling on land, but once the boat goes out to the sea the conditions change and everyone can enjoy the sun.

• If you are in Cancun, we will take you to protected areas, where the wind and waves are soft so you can enjoy the most of your charter.

• If you are in Puerto Aventuras, the great advantage, which is a protected area with beautiful sandbanks, where we can take you and anchor up in case of high winds. This way, you get to enjoy the yacht, bar, snorkeling and swimming activities, and have an amazing charter.

• Renting a yacht in the Caribbean it is an extraordinary experience, because even on a rainy day the sea temperature never changes. So if you are lucky to experience to be over your yacht on a rainy day, you will see that it is worth every single minute.