Cancun Bay Tours
+52 984 242 0070Contact

Terms and Conditions

Last updated: November 2026

These Terms and Conditions apply to all bookings made on www.cancunbay.com (in English, Portuguese, French or Italian), by phone, by WhatsApp or by email. By booking, you accept them. Please also read our Booking & Cancellation Policy and our Privacy Policy, which are part of these Terms.

1. Who we are

Garflo Inc ("Cancun Bay Tours", "we", "us")
3740 Colony Dr, Ste 244, San Antonio, Texas 78230, USA
EIN: 80-2378969

Cancun Bay Tours operates tours in Cancun and the Riviera Maya, including Chichen Itza, Tulum, Coba, Isla Mujeres, Holbox, Bacalar, Cozumel, Ek Balam, Sian Ka'an and private tours. We operate our tours ourselves; we are not a reseller.

Garflo Inc collects the payments made in U.S. dollars on www.cancunbay.com and issues invoices on request.

2. What your booking includes

Each tour page describes what is included and what is not: transportation, guide, meals, entrance fees and activities. Read it before you book. If a fee must be paid on site (for example, a dock fee or a protected-area fee), the tour page says so.

Schedules and durations are approximate. Traffic, weather and conditions at each site can change them.

3. Booking and confirmation

  1. Choose the tour, date, number of people and pickup point.
  2. Give us accurate contact details. We use them to confirm your booking and reach you about any change.
  3. Pay online.
  4. You will receive a confirmation by email with your booking number, tour, date, pickup point and pickup time. You can show it on your phone; there is no need to print it.

If you do not receive your confirmation within 24 hours, contact us. Your booking is confirmed only when we send you this confirmation.

4. Prices and payment

  • Prices are shown in U.S. dollars (USD) and include applicable taxes, unless the tour page says otherwise.
  • We accept PayPal and debit or credit cards through PayPal. You do not need a PayPal account to pay by card.
  • The total price is shown before you pay. We do not add charges after you pay.
  • Children's prices apply according to the ages shown on each tour page. We may ask for proof of age on the day of the tour.
  • Promotional prices are valid only for the dates and conditions stated in the promotion.
  • Partial payment (deposit): when available, you can pay part of the price to hold your seat and lock in the quoted price. The balance is paid as indicated in your confirmation. If you cancel up to 24 hours before the start of the tour, we refund 100% of what you paid.
  • Invoices: if you need an invoice, ask websales@cancunbay.com with your booking number. Garflo Inc issues it.

5. Cancellations, changes and refunds

You can cancel for a 100% refund up to 24 hours before the start of your tour. This applies to every tour, including tours booked at a promotional price. The full rules are in our Booking & Cancellation Policy.

6. Pickup

  • Be at the pickup point at the time shown in your confirmation. Our vehicle cannot wait more than 10 minutes, because other guests are on board.
  • If your hotel is not on our pickup list, we will tell you the nearest meeting point.
  • If you are not at the pickup point on time and we cannot reach you, the booking will be treated as a no-show.

7. Your responsibilities

  • Give us correct information about the people in your group, including children's ages.
  • Bring an ID or passport, comfortable clothing and anything the tour page recommends.
  • Use only biodegradable sunscreen where required. In some natural areas, no sunscreen is allowed.
  • Tell us before booking about any health condition, pregnancy or reduced mobility that may affect your participation. Some activities (swimming, snorkeling, boat rides, long walks) are not suitable for everyone.
  • Follow the instructions of our guides and the rules of each archaeological site, park or natural area.
  • Children must be accompanied by an adult at all times.

We may refuse or end participation, without a refund, for anyone who behaves in a way that puts themselves or others at risk, is under the influence of alcohol or drugs, or does not follow safety instructions.

8. Changes or cancellations by us

We may change the route, schedule or vehicle when needed for safety, weather, port closures, decisions of authorities or similar reasons, keeping the main content of the tour.

If we cancel a tour, you can choose between a new date at no cost or a 100% refund.

9. Weather and events beyond our control

If the port authority closes the port, a hurricane or storm warning is issued, or the authorities close a site, we will offer you a new date or a 100% refund. We are not responsible for delays or changes caused by events beyond our reasonable control, such as natural disasters, strikes, road closures or decisions of authorities.

10. Liability

  • We operate our tours with care, with trained staff and the insurance required by Mexican law for tourist transportation.
  • We are not responsible for personal belongings lost or damaged during the tour, unless the loss is caused by our staff.
  • We are not responsible for services you buy directly from third parties during the tour (for example, optional activities, food or souvenirs).
  • Nothing in these Terms limits our liability where the law does not allow it, including liability for our negligence.

11. Photos

We may take group photos during the tour. If you do not want to appear in photos we publish, tell your guide or write to us.

12. Use of the website

Website content (texts, photos, logos, videos) belongs to us or our licensors. You may not copy or use it for commercial purposes without our written permission. You agree not to misuse the website, including attempting to access other customers' information or interfering with its operation.

13. Complaints

If something went wrong, tell your guide right away so we can fix it during the tour. You can also write to websales@cancunbay.com within 30 days after your tour. We will reply within 10 business days.

14. Governing law

These Terms are governed by the laws of the State of Texas, USA. Because the tours take place in Mexico, this does not take away any rights you have under Mexican consumer protection law.

15. Changes to these Terms

We may update these Terms. The version that applies to your booking is the one published on the date you booked.

16. SMS program

By providing your number and opting in, you agree to receive informational messages from Garflo Inc (Cancun Bay Tours) about your inquiries and bookings, possibly via automated means. Message frequency varies. Msg & data rates may apply. Consent is not a condition of purchase. Reply STOP to unsubscribe or HELP for help. Carriers are not liable for delayed or undelivered messages.

17. Contact

  • Customer service: websales@cancunbay.com
  • Phone: USA/Canada +1 888 257 5547 · Mexico +52 984 242 0070
  • WhatsApp: +52 998 117 1390 · +52 998 110 5978
  • Mail: Garflo Inc, 3740 Colony Dr, Ste 244, San Antonio, Texas 78230, USA