Terms and Conditions of Use
Agreement between "the Customer" and www.xcaret.com
This Website is offered to you, THE CUSTOMER, conditioned on your acceptance without modification of the terms, conditions, and notices contained herein. 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 guarantee of the services and / or products that you acquire, carry the quality guarantee of 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 / or providers. In this way, it is conditioned that for utilizing this website, you are in agreement to not utilize this website 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:
(I) 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.
(II) 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.
(III) 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.
(IV) 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.
(V) 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, Quitana Roo, México
Naturamaya Ventura S.L.
Address: Plaza Pablo Riuz 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
Riviera Maya: 984-206-0038
Costa Rica 800-052-1715
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 required to print and present the purchased coupon provided when accepting these terms and proceed on making the payment of products and / or services. This coupon must also be presented at the ticket office of the corresponding Park, or upon meeting with the tour operator depending on the service you has been 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. Printed coupon, signed by the Customer (or cardholder).
2. Official identification with photograph (or a readable copy of both sides) of the holder of the credit card with which the payment was made.
3. Official identification of the visitor and holder of the coupon (only original).
4. Show the Tour Operator or the Ticket Office the signed credit card (or a readable copy of both sides, as well as the corresponding identification) with which the payment was made.
Your purchase receipt is not transferable or refundable.
As a preventive measure, before boarding the bus or accessing a park, 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 100.4 °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 100.4 °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 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 of the Park of choice or the corresponding Tour Operator, you must receive the bracelets with which you can enjoy the park or the tour that applies.
(2) In case of having purchased the transportation service, the unit can have the logo of any of our sister parks: Xcaret, Xel-Há, Xplor, Xplor Fuego, Xenses, Xoximilco, Xenotes, Xavage, Xichén and any other could be added in the future.
(3) This coupon entitles you to enter through our Preferential Box Office.
III. Important information about optional activities and activities at Parks:
If you have purchased any Optional Activity for any of the Parks and / or Tours, please print 2 (two) copies of the coupon and provide 1 (one) of the copies at the ticket office of the Recreational Activities Area within the Park or corresponding tour.
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 problems, as well as for pregnant women or with signs of being pregnant.
IV. 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.
V. Important information about billing and payments:
In case you require an invoice, please request your billing at xcaret 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 identification of the cardholder who provided the means of payment, as well as the official identification 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.
We have a secure server under the SSL (Secure Socket Layer) protocol, in such a way that the information sent to us is transmitted encrypted to ensure its protection, which guarantees a secure purchase through the Internet.
VI. 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 (no show), it will not be reimbursed.
VII. Change of visit date:
Once your purchase is made, you can change the visit date for another one within 365 (three hundred and sixty five) days after the date of purchase. 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. Prices subject to change without previous notice.
VIII. Policy regarding minors:
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 1 m (one meter) 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 pay 50% (fifty percent) of the adult admission ticket, presenting identification 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 1.40 m, but younger than 12 (twelve) years old, must present an identification to verify their age. Children 12 (twelve) years and older pay adult price.
IX. Xplor Bravest Race, Festival of Life and Death Traditions, Packages and Xperience Passports :
Xplor Bravest Race, Festival of Life and Death Traditions, Xperience Packages and Passports 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 Packages and Passports, please consider that you must visit a Park per day and save your bracelet for the rest of the visits.
X. Information about Experience Photo Pass:
If you purchased the Experience Photo Pass, it will only apply in the Parks Xcaret, Xplor, Fire Xplor, Xel-Ha, Xoximilco, Xenses, Xavage and the Xenotes Tour. The coupon is valid only on the day of the visit and cannot be cancelled or reimbursed. It does not include pictures of activities with dolphins or archaeological sites; If the package includes a visit to the Park and a visit to the archaeological zone, the photographs will only be from the Park. The photo package includes all the reservations marked on this coupon, considering 3 (three) and up to a maximum of 10 (ten) people. The Product is available to be acquired with a minimum of 24 (twenty-four) hours in advance of the visit to the Park or Tour. To make the corresponding coupon valid, it is necessary to print it and present it in the corresponding Park in the photography area, or at the moment of taking the transportation for the tour. In the case of Xenses Park, it is not necessary to present a printed coupon; instead a download link will be provided which will contain all the photographs of your visit, 24 (twenty-four) hours after the end of the visit.
XI. 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/
For any questions or clarifications about your admission to the Park you have chosen or to confirm your transportation service, please contact the following telephone numbers: Mexico (toll-free) 01 800 292 2738, United States of America (toll free) 1855 3260 682, UK (toll free) 800-04-89-203, Brazil (toll free) 0800 892 3371, Argentina (toll free) 0800 122 0384, Colombia (toll free) 01800 952 0705, Spain (toll free) 900 965 224, Chile (toll free) 0-800-835-016, Costa Rica (toll free) 800 052 1715, Panama (toll free) 800 052 0524, Ecuador (toll free) 800 931 0227, Peru (toll free) 800 000 642, from Cancun 998 883 3143, from Playa del Carmen 984 206 0038; or send an email to email@example.com from Monday to Friday from 8:30 am to 12:00 am; Saturdays and Sundays from 7:00 am to 10:00 pm. EST.