Tours in Puerto Vallarta, Mexico, booked at puertovallarta.net/tours
Last updated: November 5, 2026
Plans change, and we understand. This policy explains what happens when you cancel or change a tour booking, when a tour is cancelled by us or the provider, and how refunds work. It’s part of our Terms and Conditions of Booking.
The short version
- Free cancellation: cancel at least 24 hours before the scheduled start (Puerto Vallarta local time, America/Mexico_City) for a full refund.
- Less than 24 hours before, or a no show: no refund; the full price is charged.
- Tour cancelled by us, the provider, the weather or the port authority: we’ll move your booking to another day, or give you a full refund if no suitable day works.
- Refunds go back to the card you paid with, in the same currency you were charged (USD on English checkout, MXN on Spanish).
1. How to cancel
Write to reservations@puertovallarta.net or message us on WhatsApp at +52 322 143 5305 (there is no self-service cancel link yet). Please include your booking reference and the name on the booking.
Your cancellation time is the moment we receive your message. We’ll reply to confirm it. If you don’t hear back, please contact us again so nothing gets lost.
2. Cancelling 24 hours or more before your tour
Cancel at least 24 hours before your tour’s scheduled start time (Puerto Vallarta local time, America/Mexico_City) and you get a full refund of what you paid online.
3. Cancelling less than 24 hours before your tour
If you cancel less than 24 hours before the scheduled start, there is no refund; the full price is charged.
4. No shows and late arrivals
If you don’t arrive at the meeting point, or arrive after the tour has left, the booking counts as a no show. There is no refund; the full price is charged. If a guide or captain turns someone away because they don’t meet a height, weight, age, pregnancy, medical, or under-influence limit that was listed on the tour page, there is also no refund. If that limit was missing or wrong on the tour page, you get a full refund.
5. Changing your date or time
You can change your date or time for free if you ask at least 24 hours before the scheduled start and space is available on the new date. Changes under 24 hours are not accepted.
6. When a tour is cancelled by us or the provider
Sometimes a tour can’t go ahead, for example because of bad weather, rough seas, a port closure ordered by the port authority, a safety problem, or the provider being unable to run it. If that happens, we’ll contact you as soon as we know, using the email or phone number on your booking.
If we, the provider, the weather, or the port authority cancels the tour, we’ll move your booking to another day, or give you a full refund if no suitable day works.
7. The marina entrance fee
The marina entrance fee is paid in cash at the marina and isn’t charged online, so there’s nothing to refund on our side for it (boat and marina-departure tours that list a marina or port fee; not ATV, RZR, or other land tours).
8. How refunds work
- Refunds are made through Stripe to the same card you paid with. We can’t refund to a different card or account.
- Refunds are made in the same currency you were charged (USD or MXN). If your card uses another currency, your bank converts the refund at its own rate on the day, so the amount in your currency may be slightly different from what you saw when you paid.
- We refund the full amount you paid online (we absorb Stripe’s fees).
- Once we issue a refund, Stripe says it usually takes 5 to 10 business days to show on your statement, depending on your bank.
9. Card disputes
If you have a problem with a charge, please contact us before opening a dispute with your bank. It’s usually much faster for everyone, and we’ll do our best to sort it out.
10. Your legal rights
This policy doesn’t take away any rights you have under consumer protection laws that apply to you and can’t be waived.
11. Contact us
- Booking help: reservations@puertovallarta.net
- WhatsApp: +52 322 143 5305
- Landline: +52 322 299 6179
