Terms and Conditions

Who you book with

You book with Maya Explorer Tours LLC, a company registered in New Mexico, USA that trades as Chichen Itza Travel by Maya Explorer Tours. Message us on WhatsApp or by phone at +1 (787) 978-4193, or email info@tourtochichenitza.com.

Our role

We plan, book and coordinate your tour. Licensed local operators and certified guides in Mexico deliver it on the day.

How booking works

Bookings are confirmed in writing on WhatsApp. Itineraries may change for weather, site closures or safety. Entrance fees are set by the authorities and may change.

Your booking is set once our WhatsApp message shows the date, pickup details, tour and price. Keep that message.

English is the language of our contract. If a translation says something different, the English text applies, unless a local law you cannot waive says otherwise.

Prices and payment

Prices are in US dollars unless shown otherwise. Each tour page lists what is included. Your confirmation lists the price and what is included for your booking.

A deposit secures your booking. The amount and payment methods are confirmed in your WhatsApp confirmation, and the balance is paid as stated there.

The authorities and venues set entrance fees and other venue prices. If a change affects your booking, we tell you before you pay.

Cancellations

The full table and answers are on our cancellation policy page. In short:

Private tours

• Cancel 48 hours or more before your tour date: 100% refund.
• Cancel from 24 to under 48 hours before departure: 50% refund.
• Cancel less than 24 hours before your tour date: no refund.

Shared bus and small group tours

• Cancel 48 hours or more before the tour: full refund.
• Cancel from 24 to under 48 hours before the tour: 90% refund (10% of the total is charged).
• Cancel less than 24 hours before the tour, or no-show: no refund.
• No refunds for weather, except natural disasters such as hurricanes, floods or earthquakes.

Your tour, your pace. Tell us any route or timing changes before booking. Extending the tour on the day is charged separately.

To cancel or change a booking, message us on WhatsApp.

Refunds

Approved refunds go back to the original payment method. We send them within 10 business days of approval. Your bank or card provider may take longer to show them.

If we cancel or change your tour

• If we cancel before the tour starts, for weather, safety, a site closure or our own issue, you choose a free new date or a full refund of what you paid.
• If a stop is closed on the day, we offer a substitute where possible. If not, we refund the unused entrance or service cost.
• For safety or practical reasons we may change the order of stops, the vehicle or the guide. We tell you about big changes as soon as we can.
• We do not cover flights, hotels or other costs you booked on your own, except where the law requires.

These rules apply when we cancel. If you cancel because of the weather, the cancellation rules above apply.

Pickup, late arrival and no-show

• Private tours: the driver waits up to 30 minutes after your confirmed pickup time. If you are running late, message us on WhatsApp and we will adjust where we can, though the tour may be shorter. If you do not appear or contact us within those 30 minutes, it counts as a no-show and is not refunded.
• Shared bus and small group tours run on a fixed schedule and cannot wait. Be at the pickup point at the confirmed time. A no-show is not refunded.

Health, age and access

• Infants and children are welcome. Each tour page lists its age and child price rules.
• The tours involve walking on uneven ground in the heat.
• Cenote swimming is optional. A life jacket is provided where the cenote visit is included.
• If you are pregnant or have heart, breathing, back or mobility problems, check with your doctor. Tell us before you book so we can plan your day.
• Need a stroller or wheelchair? Tell us when you book. Each tour page explains what we can arrange.

Your responsibilities

• Give us the right hotel, date, number of guests and children's ages.
• Be ready at the pickup point on time.
• Follow your guide and the rules at each site, including swim rules at cenotes.
• Bring ID and any papers you need for your own trip, and keep your things safe.
• Parents and guardians look after their children.
• Treat guides, drivers, other guests and local people with respect. We may stop the tour for anyone who acts in an unsafe, unlawful or abusive way.

Our responsibility and its limits

We are responsible for the tour we agree to give you. We are not responsible for delays or changes caused by events outside our control, such as storms, road closures or decisions by site authorities.

Where the law allows, we do not cover indirect losses, such as a missed flight or hotel night you booked on your own.

Nothing in these terms limits our responsibility for injury, fraud or negligence. Nothing removes a consumer right that the law says cannot be waived.

If you cause damage or harm on purpose or by breaking the law, you may have to pay for the loss you caused, as far as the law allows.

Travel insurance

We recommend travel insurance that covers medical care, trip cancellation and swimming. Insurance does not replace our duties to you.

Photos

Follow the photo rules at each site and respect other guests' privacy. We ask your permission before we use a photo of you in our marketing, and a parent's permission for a child.

Complaints

If something goes wrong, tell your guide on the day or message us on WhatsApp. If it is still not fixed, email info@tourtochichenitza.com with your tour date and what happened. We reply within 7 days.

You can still use a card chargeback, a consumer authority or a court at any time.

Governing law

These terms are governed by the laws of the State of New Mexico, USA. Disputes go to the state or federal courts located in New Mexico. This does not remove any consumer right you have under the law of your home country.

Changes to these terms

If we change these terms, we update the date at the top of this page. The terms in your WhatsApp confirmation apply to your booking.