What terms are
you agreeing to when booking a tour through Puerto Vallarta
Tours?
We'll tell you. If you have any questions about these
terms or conditions, feel free to
contact us.
1.
YOUR ELECTRONIC TICKETS AND THE BOOKING PROCESS
Once you have
made your reservation, and paid for your tours, we will immediately
issue you a receipt of payment via email. Then,
within the next 24 hours (in most cases), we will send you an
electronic ticket for each tour via e-mail, along with all relevant
meeting instructions, contact information, or other important
information. These tickets are your admission to your tours.
You must print out your tickets and bring them with you to Puerto
Vallarta,
just like you would with an airline or train ticket. On the
day of your tour, you will present your ticket to the tour operator
for admission to the tour. Except in very rare cases, it is
not necessary to reconfirm your reservation or do
anything else once you get to Puerto Vallarta,
everything is set. You just need to show up at the
indicated place and time, and start having fun!
2.
MEETING TIMES AND LOCATIONS
Your
ticket will show the exact meeting time and location of
your tour. The times and locations shown on the rest
of the website are subject to change without notice, and
only the location and time shown on your ticket matters.
If you are not at the meeting location shown on your ticket
at the time shown on your ticket, no refunds will be issued,
even if a different time or location is shown on our website.
Make 100% sure that you have your ticket with you on the
day of the tour and that you follow the instructions shown
on it's face. This will ensure you have no problems,
only have fun.
3. NO PORT, NO PAY
POLICY (CRUISE PASSENGERS ONLY)
If during your sailing, your cruise
ship is not able to make port as scheduled due to
weather conditions, mechanical failure, or other
unforeseen circumstances, we will cheerfully issue
you a 100% refund of your money.
If an itinerary change is announced
in advance of your sailing, while you still have the
opportunity to reschedule your cruise, we offer you two
convenient options.
1) We will issue you a
voucher valid for 1 year that you can use to
reschedule your tour with us free of charge.
2) Receive a full refund
of your tour cost, less 5% to cover the fees the
bank charges to process your refund.
If your ship is changing itinerary, and will
port on a different date than originally scheduled, please
call us or email us right away so we can
make the necessary arrangements to reschedule your excursions so
that you don't miss a beat. We need a little notice to be able
to do this for you, so it is important to contact us in these
situations.
This policy offers you peace of
mind that you will not lose your money if your ship’s
port of call is cancelled. There is no risk to book with
us!
Exception: Fishing
Charters, Dolphins, Las Caletas and Rhythms of the Night
are subject to our regular cancellation policy (below).
4. CHANGING
YOUR TOUR DATES
Keep in mind
that availability on many tours is limited, so if you
change close to the tour date, some tours may be sold
out for the dates you want to switch to. To be
safe, try to get your plans ironed out ahead of time if
possible. While we normally can assist you with your
changes for free as part of our service, there are a
couple of exceptions. that are necessary to keep things
running smoothly. Multiple changes to a single
reservation may require a small 5% processing fee, and
no changes are permitted within 36 hours, so try to get
things sorted out prior to reserving.
5. CANCELLATION
POLICY
We understand that sometimes things
come up that require you to cancel your reservations.
If you need to cancel your tour, just give us a call.
We will cheerfully issue you a refund for your tour up until
36 hours before the tour date, less a small 5% processing
fee to cover the credit card fees we incur. However, within
36 hours of the tour, all reservations are non-refundable,
as we are unable to get our money back from the tour operator.
Of course, if you are a cruise passenger,
and your ship doesn't make port as scheduled (see #3 above),
or if the tour is cancelled by the tour operator for weather
or any other reason (see #10 below), you will receive a
100% refund for your tour.
Under some circumstances, we
may be able to switch you to a different day or offer another
solution, even within 36 hours, if you're not going to be
able to make it, call us. We'll do whatever we can,
but we can't make any promises.
We do have to apply stricter conditions
for cancellations of fishing trips, private boat charters,
and large groups, as these type of trips take a lot of work
on our part to set up for you, and are difficult to re-book
on short notice, as people normally book these well in advance
of their trip. See details below:
Private Boat Charters 37 feet and under
(including fishing trips): We're happy to assist you with your
cancellation or assist you in changing your dates up until 7 days
before the trip with only a small 5% processing fee for changes or a
$50.00 processing fee for cancellations to help cover the credit
card fees and other costs we incur to process these requests.
Changes made within 7 days of the trip date are allowed, but are
subject to a $50.00 processing fee. Cancellations within 7
days are non-refundable.
Large Groups, Specialized Tours, and Boats 37
feet and larger: We're happy to assist you with your cancellation or
assist you in changing your dates up until 30 days before the trip
with only a small 5% processing fee for changes or a $50.00
processing fee for cancellations to help cover the credit card fees
and other costs we incur to process these requests. Changes made
within 30 days of the trip date are allowed, but are subject to a
$50.00 processing fee. Cancellations within 30 days are
non-refundable.
Airport Transfers: All reservations must be
made prior to 5:00 PM Central Time the day before the service is
requested. If you make your reservation after this time, we
will not have time to confirm your service, and will have to cancel
your reservation and refund 95% per our usual cancellation policy.
6. NO-SHOW
POLICY
We are unable
to issue a refund for a no-show under any circumstances,
except as provided for under our no-port, no-pay policy
for cruise passengers in #3 above.
7. LATE ARRIVAL
POLICY
If you are late
for your tour, and your tour leaves without you, we are
unable to issue you a refund.
All tours
run on Puerto Vallarta local time (Central Time), which
is not always the same time used by cruise ships - please
be aware of this and confirm with your ship what time zone
they are listing their arrival and departure times in.
We cannot offer a refund for tours missed due to time differences,
so make sure you know what time you're on.
8. CUSTOMER
SATISFACTION POLICY
We strive to
provide you with the best possible service in booking your
tours. However, we do not run the tours ourselves,
we simply book them for you at a discounted price.
All disputes over the quality of the tour or issues with
the tour itself, including issues regarding videos, photos,
t-shirts, etc, must be taken up with the tour provider.
Puerto Vallarta Tours cannot be held responsible for services
that we do not ourselves provide.
9. PRIVACY
POLICY
We will never
share your e-mail address with anyone else under any circumstances
without your express permission, and will never sell your
e-mail address to anyone. We value your privacy and
your security. All online transactions are processed
without a human eye ever seeing your credit card or bank
account information, and are processed with the highest
level of encryption currently available for your safety.
10. BAD WEATHER
POLICY
Most tours in
Puerto Vallarta run rain or shine. It is the tropics
- it rains a lot. If tours were cancelled every time
there was rain, all the tour operators would be out of business.
If it rains on the day of your tour and the tour operator
cancels the tour, you are entitled to a 100% refund.
However, if the tour still runs, rain or shine, then our
cancellation policy as stated above applies.
11. TOUR
OPERATOR POLICIES
These tours
all subject to the terms and conditions of the tour operators
themselves. You may not be allowed on the tour if you:
1) Show signs
of intoxication
2) Show signs
of infectious disease
3) Are pregnant
or do not meet the height or weight requirements for the
tour
4) Are unruly
or otherwise disrupt the enjoyment of the other participants
These terms
and conditions vary - if you have specific questions about
these policies for a certain tour, you are welcome to ask
us, or we can provide you with the contact information for
the operator themselves.
12. CHARGEBACK
POLICY
If you have
a complaint about any service we provide, please contact
us first. Customer satisfaction is very important
to us, and we strive to stand behind our products and services
that we sell. We will make every attempt to ensure
that you are completely satisfied with the services we've
provided you. If you are unhappy with our services
for any reason, please do not file a chargeback with your
credit card before you have given us a chance to work it
out with you. Fraudulent chargebacks (chargebacks
filed for services you did receive or issues that are listed
in the terms and conditions herein) will be assessed a $25.00
fraudulent chargeback fee and a $20.00 collection fee (charged
by the credit card company, not us), and will be pursued
through a collection agency. We know you wouldn't do that,
though, would you?
13. DISCLAIMER
(AKA THE "CYA CLAUSE")
The services
advertised on this website are provided by independent contractors
and not agents or employees of Puerto Vallarta Tours, JS
Tour & Travel Inc., or it's affiliates. Puerto Vallarta
Tours, JS Tour & Travel Inc., or it's affiliates are not
liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers
or for any personal injuries, death, property damage, or
other damages or expenses resulting therefrom.
The Website works as a middle-agent between the client and
the operator of services listed on the Website. As such,
the Website creates the necessary commercial connections
in compliance with its own service and quality standards
to provide services such as, but not limited to, fishing,
sightseeing tours and snorkeling trips. Only the most reputable
suppliers are selected for this purpose. However, the Website
cannot be held liable for their acts, omission, wrongdoing
or other. Travel services are subject to the conditions
set by those suppliers, and their liability may, in turn,
be limited by their tariffs and conditions of service. The
Website acts only in its role of agent for the client or
for the supplier of the goods and services rendered and
as such, does not keep any legal authority or control over
the operator’s personnel, assets, operation and/or property.
The Website herewith declares that:
(a) Photographic material published on its Website is intended
to render a general depiction of the service in question
and by no means can be guaranteed that the service will
be supplied exactly as depicted.
(b) Travel services descriptions are regularly updated for
a depiction of the product as close to reality as possible.
However, the Website cannot be held accountable for variations
occurring upon your arrival at the travel service site.
(c) The Website will reserve the right to deny the supply
of a service to any client at any given moment if and when
it considers convenient to do so.
(d) Any claim or comments that the client should present
about the services received must be submitted in writing
within a period of time no longer than 14 days from travels
end date.
The Website will not assume liability for any claims, costs
or expenses arising from personal injuries to the client
or third parties, or caused by accidents, fatalities, loss
or damage to personal property, lack of enjoyment or claims
over emotional and mental states such as upset, disappointment,
anguish, distress or frustration, or any other damage, whether
physical, mental or emotional, arising from the following:
(a) Acts committed or omissions caused by any party other
than the Website or its employees.
(b) Illness, theft, labor disputes, mechanical failures,
quarantine, government actions, weather or any other circumstance
beyond direct control of the Website.
(c) The client’s failure to obtain the required travel documentation
such as, but not limited to, passports, visas and certificates,
in which case no refund will be granted.
(d) The client’s failure to comply with travel instructions
such as, but not limited to, tour dates and times, meeting
locations, or other instructions.
(e) Changes to, or cancellation of, the travel services
offered, notwithstanding the reason. The Website reserves
the right to cancel or change the travel services at its
discretion, but will try to substitute them with comparable
services. If a reservation must completely be canceled,
the Website’s liability will be limited to a refund of all
monies paid to the Website.
Despite our close communication with our selected group
of service suppliers, there is still a possibility that
changes on the rates may occur without notice. As some of
the rates become expired and cannot be timely updated by
the operator to your immediate convenience, the Website
regularly runs a rates verification process which may yield
differences between the price you have paid for your reservation
and the price you need to pay to actually enjoy the service.
When an updated rate happens to be lower than the originally
offered to you, the Website will only charge the lower amount.
When an updated price is higher than the originally quoted
price, the Website will have a travel consultant inform
you of the specific variation and the resulting balance
that needs to be covered. Should you not agree to the correct
amount and decide to cancel upon the circumstances, the
Website will honor your cancellation request without penalty.
The Website and its service suppliers will also be released
from any responsibility towards compensations that the client
may claim and will not be considered liable for any inconveniences
arising from the said rate difference and/or cancellation.
14. FUN POLICY
Now that you've
read through all these legal blah-blahs, loosen up and have
fun this vacation! Puerto Vallarta welcomes you with
open arms. We're happy to help you resolve any questions
or issues you have within the guidelines of these terms
- just Contact Us!
