Legal

Booking terms

Last updated: August 2026 · Plain English, on purpose.

1. Who you're dealing with

Chen Tours is the online booking desk of Chen Tours Riviera Maya (“we”, “Mr. Chen”), an independent tour advisor based in Playa del Carmen, Riviera Maya, México. We arrange your place on tours operated by licensed local operators. Tours themselves are run by those operators, who are responsible for transport, guides, safety equipment and insurance on the day.

2. How a booking works

Submitting the form on this site sends Mr. Chen a booking request via WhatsApp (or email). Your booking is confirmed only when Mr. Chen replies confirming the date, and, if you chose the deposit option, when the deposit is received. Nothing on this website charges your card.

3. Prices & payment options

All prices are in US dollars, per person unless stated (e.g. “per boat”).
Pay in full: the listed price is charged online (card, Apple Pay or Google Pay, processed by Stripe) when you book. Nothing more to pay on the day.
Reserve with deposit: 20% of the total is charged online when you book, at $10 USD per person above the listed price. The balance is paid on the day of the tour in cash (usd or mxn) or card.
Park entrance taxes, dock or marine-park fees and similar charges that are shown as “not included” on the tour page are paid on-site to the operator or authority.
Prices are subject to change until confirmed by Mr. Chen; a confirmed price is honored.

4. Changes & cancellations

You can change the date or cancel free of charge up to 24 hours before pickup by messaging Mr. Chen. Whatever you paid online is refunded in full to the original card.
Inside 24 hours, or if you don't show up, payments and deposits are non-refundable.
If the operator cancels (weather, port closure, minimum group not reached) you get a full refund or a free reschedule, your choice.

5. On the day

Be ready at the agreed pickup point on time; vans run a route and can't wait long. Bring any listed on-site fees in cash, a swimsuit, towel and biodegradable sunscreen where noted. Follow guide and operator safety instructions. Some activities have age, health or weight requirements. Tell Mr. Chen about pregnancy, mobility or medical conditions when booking.

6. Liability

We act as an intermediary between you and the tour operator. To the extent permitted by law, our liability is limited to the amount you paid us. Operators carry their own insurance and liability for the tour itself. We recommend travel insurance for your trip.

7. Contact

WhatsApp +52 984 176 2972 · bookings@chentours.store