1. Booking confirmation
Once you complete payment on our website, your booking is automatically confirmed. You will receive an email with your activity details: date, time, meeting point and number of participants.
2. Cancellation by the customer
- More than 48 hours before the tour: 100% refund of the amount paid.
- Between 24 and 48 hours before: 50% refund of the amount paid.
- Less than 24 hours before or no-show: no refund.
To cancel, email hola@liveitrivieramaya.com with your order number. Refunds are processed within 5 to 10 business days.
3. Cancellation due to weather or sea conditions
The safety of our customers is our priority. If sea, weather or operational conditions prevent the activity from being carried out safely, we will offer you:
- Reschedule the activity at no additional cost, subject to availability, or
- 100% refund of the amount paid.
4. Punctuality
Please arrive at the meeting point at least 15 minutes before the scheduled time. Departures are at fixed times; late arrivals may result in loss of your spot with no right to a refund.
5. Date changes
You may request a date change at no cost up to 48 hours before the activity, subject to availability. After that, the cancellation rules in section 2 apply.
6. Complimentary activities (Hotel Princess guests)
Kayak, Hobie Cat and Paddle Board are complimentary and exclusive for guests of Hotel Princess Riviera Maya. Reservations are first-come, first-served and subject to equipment availability. You must show your room folio when picking up the equipment.
7. Liability
Water activities involve inherent risks. By participating, you acknowledge that you are aware of them and agree to follow the instructions of our instructors and operators at all times. We recommend having valid travel medical insurance.
Contact
Email: hola@liveitrivieramaya.com
Phone: +52 984 202 1375
Last updated: June 2026