TERMS AND CONDITIONS OF USE
Agreement between the customer and www.grupoxcaret.com
This Website is offered to you, THE CUSTOMER, conditioned on your acceptance without modification of our terms, conditions and notices. Your use of this website constitutes your agreement to all such terms, conditions and notices.
If you reside in a country within the European Union, these terms are an agreement between you and NATURAMAYA VENTURA, S.L. Under this agreement, goods and/or services will be delivered by Grupo Xcaret as an agent of NATURAMAYA VENTURA, S.L. as agent of our subsidiary NATURAMA TOURS ADVENTURES, S.A.P.I., or through EXPERIENCIAS XCARET PARQUES, S.A.P.I. DE C.V., depending on the type of payment method used for the purchase of the goods and/or services.
If you reside in Mexico, then these terms are an agreement between you and EXPERIENCIAS XCARET WEB, S.A.P.I. DE C.V. and goods and/or services will be delivered by its affiliate company EXPERIENCIAS XCARET PARQUES, S.A.P.I. DE C.V. directly.
If you reside in any other country other than Mexico or the European Union, then these terms are an agreement between you and NATURAMA TOURS ADVENTURES, S.A.P.I. DE C.V. and goods and/or services will be delivered by its affiliate company EXPERIENCIAS XCARET PARQUES, S.A.P.I. DE C.V. directly.
At all times, the services and products that you acquire, carry the quality guaranteed by Grupo Xcaret.
I. LIMITED PERSONAL USE AND NOT FOR COMMERCIAL USE
This website is for personal use and is not intended for commercial use. The content and information on this website (including, without limits, the price and the availability of the services and products), like the infrastructure utilized to provide the mentioned content and information, is property of www.xcaret.com, or its affiliates and providers. In this way, it is conditioned that for using this website, you are in agreement to not utilize it or its content or information for any commercial use or non-personal (direct or indirect). While you may be able to create limited copies of its coupons of purchase (and related documents) for travel, product, or service that you acquire through this website, you accept to not modify, copy, distribute, transmit, utilize, recreate, reproduce, post, license or create acts derived from, transfer or sale or resale any information, software, products, or services acquired from this website. Also, whether or not for legal purposes, you oblige to abstain from:
(A) Access, monitor or copy any content or information of this website using any robot, spider, scraper or any other automated process, electronic, digital, remote, satellite or manual for any purpose without explicit written permission through an authorized legal representative of www.xcaret.com.
(B) Violate the restrictions in any sector of this website out of limits for robots, spiders, scrapers or circumnavigate any other security measures used to prevent or limit access to this website.
(C) Carry out any action that imposes, or intends to impose, according to the judgment of www.xcaret.com, a disproportionate or irrationally heavy burden on the infrastructure of www.xcaret.com, or the infrastructure of its affiliated sites.
(D) Carry out "deeplinks" to any part of this website (including, without limitation, the process of purchasing any product or service) for any reason without explicit written permission through an authorized legal representative of www.xcaret.com.
(E) For the request of any additional information you will find the contact details below:
Naturama Tours Adventures S.A. de C.V.
Address: Boulevard Kukulkan, Sección A Etapa 1, Km 8 Lt 5B, Cancún, Quintana Roo, México
Naturamaya Ventura S.L.
Address: Plaza Pablo Ruiz Picasso, 1 Torre Picasso, Planta 38, Madrid, España
Experiencias Xcaret Parques S.A.P.I. de C.V.
Address: Carretera Chetumal – Puerto Juárez, Rancho Xcaret, Solidaridad, Quintana Roo, México
Customer support:
Mexico: 998-883-3143
Riviera Maya: 984-206-0038
USA-CAN: 1-855-326-0682
Argentina: 0-800-122-0384
Brazil: 0-800-892-3371
Chile: 800-835-016
Colombia: 01-800-952-0705
Spain: 900-965-224
Costa Rica: 800-052-1715
Panamá: 800-052-0524
Ecuador: 800-5-931-0227
Peru: 800-000-642
UK 800-04-89-203
Email: atencionalvisitante@xcaret.com
Schedule: Monday to Friday from 7:00 a.m. at 12:00 p.m. Saturdays and Sundays from 7:00 a.m. at 10:00 p.m. EST.
II. ABOUT THE PROVISION OF SERVICES
It is a required to show the purchase coupon provided when accepting these terms and proceed on making the payment of products and/or services. The coupon must also be presented at the ticket office, or upon meeting with the tour operator depending on the service you have purchased with Grupo Xcaret. The original coupon must be presented together with the following documents in order to provide you with the service. In case of not providing the required documentation, the service cannot be honored:
1. The coupon as a proof of purchase.
2. Official identification of the visitor and coupon holder (original only).
As a preventive measure, before boarding the bus or accessing the facilities, the temperature will be scanned through a digital remote device on every visitor, guest, México Destination Club member, and coworker. In the event of having symptoms such as cough, sore throat, runny nose, and/or red eyes and a temperature exceeding 100 °F (38 °C), our staff reserves the right to refuse to board our transportation or to enter our facilities.
In case that a guest from Hotel Xcaret México or a member from México Destination Club presents symptoms such as cough, sore throat, runny nose, and/or red eyes or a temperature higher than 100 °F (38 °C) before boarding our transportation at the airport, they will be transferred on an independent vehicle and attended by the medical staff of the hotel upon arrival.
Asymptomatic people with COVID-19 or any other viral disease, increase the risk of contagion as they cannot be detected. Hence, any interaction of our clients with the general public is at their responsibility. For this reason, we cannot guarantee they will not be exposed to any contagion during their stay.
(1) Once you have presented the coupon and the attached documents at the ticket office or the corresponding tour operator, you must receive the bracelets with which you can enjoy the experience.
(2) In case of having purchased the transportation service, the unit can have the logo of any of our other parks or tours: Xcaret, Xel-Há, Xplor, Xplor Fuego, Xenses, Xoximilco, Xenotes, Xavage, Xichén and any other that could be added in the future.
(3) The coupon entitles you to enter through our preferential box office.
III. RESERVATIONS FOR TRANSPORTATION SERVICE FERRY BY XCARET:
In the case of purchasing reservations for Ferry by Xcaret, these are valid at any of the schedules published on the www.xailing.com website, they are valid for 6 (six) months from the date of reservation at the time of purchase. The coupons for Ferry by Xcaret are not refundable and not subject to changes of date due to the weather guarantee (Section V), change of date of visit (Section VIII), or cancellation policies (Section VII), all the cited sections present in this document. This coupon grants the right to the traveler's insurance, according to article 127 of the Mexican Law of General Ways of Communication and its Regulations. You can carry, presenting this coupon, up to 55 lbs (25 kg) of luggage. This coupon must be presented at all times and shown whenever requested. Service is subject to weather conditions or by the disposition of the port authorities. This coupon is valid for maritime passenger transportation. Access to the Scenic Tower of Cancun is available on the purchase of tickets. You can travel in the vessels named: XCARET, XEL-HÁ, COZUMEL, HOLBOX, CONTOY and CANCÚN, all of Mexican flag.
IV. IMPORTANT INFORMATION ABOUT OPTIONAL ACTIVITIES AT PARKS
If you have purchased any optional activity for any of the parks, please show the coupon at the ticket office of the recreational activities area within the park.
The activities included with the entry and that do not imply an additional cost are not refundable. Take into account that there are activities restricted for people with hearing problems, asthma, epilepsy, claustrophobia, hypertension, diabetes, heart conditions, minors who do not meet the minimum age required to perform any or all of the proposed activities, people who suffer from any pre-existing medical condition, as well as for pregnant or suspected pregnant women.
V. GUARANTEE AGAINST BAD WEATHER AND ENVIRONMENTAL CONTINGENCY
Your coupon is valid for 1 (one) year and a guarantee against damages arising from weather conditions, valid only with 24 (twenty-four) hours advance notice of your visit. For reasons of space and logistics you will NOT be allowed to make changes on the same date of your visit. This validity does not apply to promotions, which may vary according to the characteristics of each one. Please check the terms and conditions of each promotion to confirm the application.
VI. IMPORTANT INFORMATION ABOUT BILLING AND PAYMENTS
Please request your billing within a period no longer than 24 (twenty-four) hours after the purchase has been made; otherwise, no fiscal receipts will be issued after this period.
Grupo Xcaret reserves the right to authorize or reject any transaction. Grupo Xcaret will request at the moment of the provision of the service or delivery of the asset: the bank card and current official ID of the cardholder who provided the means of payment, as well as the official ID of the visitor. We remind you that when paying with American Express cards, the charge will be made in Mexican pesos, according to the payment policies and the exchange rate established by AMEX (USD or MXN), so the amount may vary. The variation will be reflected in your payment voucher. The purchase may appear on your account statement (credit card / PayPal) as follows: EXPERIENCIAS XCARET WEB, EXP XCARET WEB, TOURS CANCUN NATURAMA MADRID, PAYPAL COMPRA SEGURA.
VII. CANCELLATION POLICY
Reservations canceled more than 2 (two) days before the arrival date, are subject to a charge of 10% (ten percent) of the total purchase made, for administrative expenses; from 2 (two) to 0 (zero) days before the arrival date, or in case of not arriving, will not be refundable. Any change in the visit date may generate an adjustment in the prices. Cancellations that apply under the established policies must be made through the telephone numbers and emails that appear at the end of this document. In case you do not use your coupon, or do not show on the reserved date, it will be non-refundable.
VIII. CHANGE OF VISIT DATE
Once your purchase is made, you can change the visit date within 365 (three hundred and sixty five) calendar days after the purchase date. To do this, you must contact the phones listed below, please note that date changes will not be allowed the same day of your visit or 24 (twenty-four) hours before. Changes of dates with transportation are subject to the availability of the transportation and/or product.
IX. POLICY REGARDING MINOR
For the Xenotes Tour, only children from 6 (six) years of age or older will be allowed. The entrance to the park(s) Xplor, Xplor Fuego, Xoximilco and Xavage allow only children from 5 years of age or older.
To swim with dolphins, a minimum height of 3.3 ft (1 m) is required. Children under 8 (eight) years must always be accompanied by an adult (both must pay the full price of the activity).
Children from 5 (five) to 11 (eleven) years of age have a 25% (twenty five percent) discount of the adult admission ticket, presenting ID to verify their age is required (this discount does not apply to optional activities).
Children from 0 (zero) to 4 (four) years of age enter free, presenting identification to verify their age is required.
Children with a height greater than 4.6 ft (1.40 m), but younger than 12 (twelve) years old, must present an ID to verify their age. Children 12 (twelve) years and older pay adult price.
X. XPLOR BRAVEST RACE, FESTIVAL OF LIFE AND DEATH TRADITIONS, PACKAGES AND XPERIENCE PASSPORT
Xplor Bravest Race, Festival of Life and Death Traditions, packages and Xperience Passport cannot be cancelled or reimbursed. Xperience Passports have 7 (seven) days to carry out the activities, from your first visit to go to all the parks (one park per day) of Grupo Xcaret. In the case of packages, you have 15 (fifteen) days from your first visit to carry out the remaining tours (one tour per day). Tickets, activities or tours included in your purchase, are not redeemable for other tickets, activities or tours. Remember that in the purchase of Xperience Passports, please consider that you must visit a park per day and save your bracelet for the rest of the visits.
XI. INFORMATION ABOUT EXPERIENCE PHOTO PASS
Defined as a product of photos at the parks or pictures by photographers (including recreational activities). The prices are integrated by the number of people (PAX) and the number of parks purchased. If you purchased the 'PHOTO PASS', it will apply only in the Xcaret, Xplor, Xplor Fuego, Xel-Há, Xoximilco, Xenses, Xavage parks, plus the Xenotes Tour. It does not apply for guests at Xcaret Hotels (Hotel Xcaret México and Hotel Xcaret Arte) and Yal-Kú park. The coupon is valid only on the day of the visit and is not cancellable or refundable. It does not include photos of activities with dolphins, Drone photo, Xunset photo, or archaeological sites. If the package includes a visit to the park and an archaeological zone, the photographs will only be at the park. The product is available to purchase at least 24 hours before visiting a park or tour. To make this coupon valid, it is necessary to present it upon arrival at the park in the photography area or at the time of taking the tour transportation.
• For the COUPLES PHOTO PACKAGE product: the photo package includes all the reservations marked in this coupon, considering between 1 (one) and up to a maximum of 2 (two) people.
• For the ONE PARK PHOTO PACKAGE, TWO PARKS PHOTO PACKAGE, THREE PARKS PHOTO PACKAGE, FOUR PARKS PHOTO PACKAGE products: the photo package includes all the reservations marked in this coupon, considering 3 (three) and up to a maximum of 10 (ten) people.
• For the ONE PARK PHOTO DIGITAL PACKAGE, TWO PARKS PHOTO DIGITAL PACKAGE, THREE PARKS PHOTO DIGITAL PACKAGE, FOUR PARKS PHOTO DIGITAL PACKAGE, FIVE PARKS PHOTO DIGITAL PACKAGE products: the photo package includes the reservations you selected for the parks or tours in the purchase, considering the number of passengers and the number of parks contained in their selection.
XII. SMS MESSAGE
By opting into, you can receive SMS messages from our Marketing team, the number of text messages you receive will vary depending on the campaign, to do so you just must send a text message as follows.
To receive help in Spanish: "HELPXCARET" to the number "87246"
To receive help in English: "HELPXCARET" to the number "922738"
If you want to stop receiving messages, just send the message "STOPXCARET" to the same number.
The participating carriers are,
In the United States: AT&T, Sprint, Boost, Virgin, T-Mobile, MetroPCS y Verizon Wireless. In Mexico: AT&T, Telcel, Movistar, Unefon, Virgin Mobile, Freedompop, Flash Mobile, Weex, Cierto, Maz Tiempo.
T-Mobile is not liable for delayed or undelivered messages.
Message and data rates may apply both for any messages sent to you from, as well as messages you send to us. If you have any questions about your text plan or data plan, contact your wireless provider.
For all questions about the services provided by this short code, you can call us at 1-855-326-0682 from the U.S. or from Mexico at 998-883-3143.
XIII. NOTICE OF PRIVACY
You can access the terms and conditions of our privacy notice on the following page: https://www.xcaret.com/en/privacy-notice/
XIV. CONTACT
For any questions or clarifications about your admission or to confirm your transportation service, please contact the following telephone numbers: Mexico (toll-free) 998-883-3143 or 984-206-0038, United States of America (toll-free) 1-855-326-0682, UK (toll-free) 800-04-89-203, Brazil (toll-free) 0-800-892-3371, Argentina (toll-free) 0-800-122-0384, Colombia (toll-free) 01-800-952-0705, Spain (toll-free) 900-965-224, Chile (toll-free) 800-835-016, Costa Rica (toll-free) 800-052-1715, Panama (toll-free) 800-052-0524, Ecuador (toll-free) 800-5-931-0227, Peru (toll-free) 0-800 00-642; or send an email to servicioalcliente@xcaret.com from Monday to Friday from 8:30 a.m. to 12:00 a.m.; Saturdays and Sundays from 7:00 a.m. to 10:00 p.m. EST.