Terms of Service
Last updated 27 September 2026
Who we are
We are Visit Cozumel Mexico, S. de R.L. de C.V., a Mexican company based in Cozumel, Quintana Roo. We run private island excursions for cruise passengers. We're the ones you'll be dealing with. If you're booking for a group, we'll treat you as the person speaking for everyone in it.
These terms explain how booking with us works. We have tried to write them the way we would explain it to you in person.
What you are booking
You are booking a private vehicle for your group. Nobody else joins you.
Prices are per vehicle, not per person. Four people and one person pay the same for the same vehicle. All prices are in US dollars.
How the price works. Every vehicle has a list price, and every booking gets at least 20% off it. The first bookings of a day get the biggest discount, 30%; as that day’s vehicles are booked, the discount steps down to 25% and then 20%. The price you see when you book is the price you pay.
| Excursion | You pay | Group size |
|---|---|---|
| Private Jeep | $182 to $208 (list $260) | Up to 4 |
| Private Minivan | $252 to $270 (list $360) | Up to 6 |
| Large Van | $350 to $400 (list $500) | Up to 12 |
| Extra Large Van | $501 to $572 (list $715) | Up to 19 |
| Tierra Maya Cultural Day | $252 to $288 (list $360) | Up to 4 |
| Tierra Maya Cultural Day | $350 to $375 (list $500) | Up to 6 |
| Jeep & Buggy Adventure | $352 (list $440, always 20% off) | Up to 4 |
Pick the vehicle that fits your group. If you are not sure which one that is, ask us and we will tell you.
Where we collect you. We pick you up at the cruise pier. If you are staying on the island rather than arriving by ship, we collect you at your hotel.
How booking and payment actually work
- You book and pay right here, by card. Prices are in US dollars; your card is charged in Mexican pesos at 18 pesos per US dollar (a $182 excursion is charged as MX$3,276), and your own bank converts it. Choose an excursion, pick your day and roughly what time you would like to be collected, and you are taken to a secure page to finish.
- We never see your card and this site never stores it. The payment page belongs to Stripe, a payment company used by millions of businesses. Your card details go to them and never touch our website. You can pay by card, or with Apple Pay or Google Pay if your phone offers it.
- You pay in full when you book, and your excursion is confirmed straight away — it is not held waiting for a reply from us. Your confirmation email arrives within a minute or two.
- We ask which cruise ship you are sailing on so we know where and when to meet you. The payment page also asks for your phone number: we use it to message you on WhatsApp about your excursion, such as your guide’s name and photo the day before.
- If you would rather ask something first, message us on WhatsApp at +52 987 119 7796, or write to hello@visitcozumel.com.mx. A real person replies.
- Your booking is a booking the moment the payment goes through. There is nothing further for you to do until we send your meeting point a day or two before.
What this website collects about you
Very little — and we would rather tell you than have you find out. There are no advertising trackers and no accounts. We count visits, without cookies and without knowing who you are. When you book, the payment happens on Stripe’s own page. Our web host sees the same basic request information every host on the internet sees — we don’t read it or use it.
The one exception is WhatsApp. The WhatsApp button on this site is a plain link — it loads nothing from WhatsApp and sets no cookie. But if you message us there, we see your phone number, your WhatsApp name and profile, and what you write. Your messages are end-to-end encrypted: they travel through WhatsApp’s servers outside Mexico, WhatsApp cannot read them, and they are kept on our business phone. WhatsApp is owned by Meta. Beyond that, what we know about you is what you tell us there. Our privacy page explains it in full.
Cancelling
You can cancel free of charge up to 24 hours before your excursion, and we refund you in full. Message us on WhatsApp or by email and tell us — that is all it takes.
If your cruise line cancels the Cozumel port call
This happens, and it is never your fault. If your ship does not call at Cozumel — even if you only find out that morning — you choose:
- a full refund, or
- a free reschedule to another date.
There is no fee, no form to fill in and no argument. Just tell us which you would prefer.
If your ship docks late
We follow your ship's actual arrival, not the printed schedule. If you dock late, your pickup time moves with you. A late docking does not cost you your excursion. A very late arrival may shorten the day — we'll tell you straight away what still fits in the time you have.
Back to your ship, guaranteed
We plan every excursion so that you are back at your cruise pier at least one hour before your ship’s all-aboard time. If we are ever the reason you miss your ship, we pay the reasonable cost of getting you to its next port of call.
This applies when we are the reason you are late. It does not apply if you ask to stay out longer than the return time we agreed, or if you reach your pickup late. It covers getting you to the next port, not hotel nights.
We’re on WhatsApp
The day before your excursion we send you your guide’s name and photo on WhatsApp, from +52 987 119 7796, and that evening the photos of your day.
The payment page asks for your WhatsApp number. It is optional; if you leave it blank, we cannot send these on WhatsApp.
Coming back
Returning guests get 10% off their next day with us with the code COMEBACK10. It takes 10% off the price shown for that day and cannot be combined with another code.
If you are late meeting us
Message us. If you are on the pier and we are not where you expected, a WhatsApp message to +52 987 119 7796 is faster than looking for us.
If we are late, or cannot deliver
If we cannot run the excursion you booked, we will tell you as soon as we know. If we can offer something else that suits you instead, we will ask you first rather than substitute it quietly.
Insurance
What we need from you
Three things, and they matter more than they sound:
- Your ship's name — it is how we track your real arrival time.
- Your date in Cozumel — the day you are in port.
- Your group size — how many people, so the vehicle actually fits everyone.
If any of these change, message us as soon as you know. If more people turn up than the vehicle holds, we may not be able to take everyone, so tell us in advance and we will sort it out.
We also ask that everyone in your group follows the driver's instructions on safety, and treats the vehicle and the places we visit with care.
Children, mobility and anything else you are wondering about
Please ask. Travelling with a toddler, a wheelchair, a walker, a medical condition, a group with very different energy levels — none of that is a problem to be embarrassed about, and we would much rather hear it before the day than on the pier. Tell us what you need and we will tell you honestly what we can do.
Things outside anyone's control
Some days are decided for us. Storms, port closures, road closures, and orders from the authorities can stop an excursion from running safely. If that happens, we will not run it — your safety comes before your booking.
This is not the same as your cruise line cancelling the port call, and it does not carry the same refund-or-reschedule choice. What you get back in this situation has not been settled yet, so we are not going to guess at it here.
Talking to a human
The fastest way to reach us is WhatsApp, at +52 987 119 7796 — the button in the corner of every page opens it. A real person answers, not a bot. If you do not use WhatsApp, email hello@visitcozumel.com.mx and it reaches the same people.
Which country's law applies
We're a Mexican company and the excursions happen in Mexico. Our lawyer is writing this section, and we'd rather leave it blank than guess. If something ever goes wrong, message us first — we have never needed a lawyer to sort out a guest's day.
Changes to these terms
If we change these terms, we will change the date at the top. The terms that apply to your excursion are the ones in force on the day your booking was agreed, not a later version.