SOUL EXPERIENCES MEXICO

Terms & Conditions of Participation

Last Updated: July 2026

Welcome to Soul Experiences Mexico. Our goal is to provide safe, authentic and unforgettable experiences throughout the Riviera Maya. By booking any of our experiences, guests acknowledge that they have read, understood and accepted the following Terms & Conditions.

Booking & Payment

• A reservation is confirmed only after payment (full or deposit, depending on the experience) has been successfully received.
• Any remaining balance must be paid before the experience begins, unless otherwise agreed in writing.
• Prices may change without prior notice until a reservation has been confirmed.

Cancellation Policy

• Guests may cancel free of charge up to 48 hours before the scheduled departure.

• Cancellations received less than the applicable cancellation period before departure are non-refundable.
• Failure to appear at the meeting point (No-Show) is 100% non-refundable.
• Reservations are non-transferable unless previously authorized.

Punctuality

• Guests are expected to arrive on time.
• Our guides will wait a maximum of 15 minutes after the scheduled departure time.
• After this period, the reservation will automatically be considered a No-Show, without refund.

Meeting Point & Transportation

Unless private transportation has been requested and confirmed, all experiences depart from:

Lara & Luca Restaurant at Playa del Carmen

• Private hotel or Airbnb pickup and drop-off may be arranged for an additional fee, subject to availability.
• Transportation schedules are approximate and may vary depending on traffic conditions.

Weather Policy

• Our experiences operate in most weather conditions.
• Rain alone does not constitute grounds for cancellation or refund.
• Only severe weather or official restrictions issued by competent authorities (such as Port Authority closures) may require:
  • Rescheduling;
  • An alternative activity;
  • Or a refund, at the discretion of Soul Experiences Mexico.

Force Majeure

Soul Experiences Mexico shall not be held responsible for delays, modifications or cancellations caused by circumstances beyond our reasonable control, including but not limited to:

• Hurricanes & tropical storms
• Floods & earthquakes
• Road closures & accidents
• Government restrictions
• Pandemics & civil disturbances
• Any other force majeure event

Health Requirements

Guests confirm they are physically able to participate. Prior to the experience, guests must inform us of any relevant medical condition, including but not limited to:

• Heart disease & respiratory conditions
• Epilepsy & pregnancy
• Recent surgery & mobility limitations
• High or low blood pressure
• Severe allergies
• Any medical condition that could affect safe participation

Failure to disclose relevant medical information releases Soul Experiences Mexico from any responsibility arising from such omission.

Swimming & Water Activities

• Some experiences involve swimming or snorkeling.
• Life jackets are mandatory whenever required by law or by your guide.
• Guests who cannot swim must inform us before the activity begins.
• For safety reasons, our guides may refuse participation in water activities if they believe conditions are unsafe for the guest.
• Guide decisions regarding safety are final.

Children

• Minimum age requirements vary depending on each experience.
• Parents or legal guardians are fully responsible for supervising minors at all times.

Wildlife & Jungle Activities

Many of our experiences take place in natural environments including: jungle, lagoons, reefs, cenotes, mangroves and wildlife habitats.

• Guests acknowledge that these environments involve inherent natural risks.
• Participation is entirely voluntary and at the guest’s own risk.
• Wildlife sightings cannot be guaranteed.
• Guests understand that insects, uneven terrain, heat, humidity, plants and wildlife are part of the natural environment.

Food & Dietary Requirements

• Meals are included only when specified.
• Vegetarian, vegan and gluten-free (celiac) meals may be available if requested sufficiently in advance.
• Guests are responsible for informing Soul Experiences Mexico of food allergies, intolerances and dietary restrictions prior to the experience.

Equipment

• All equipment provided remains the property of Soul Experiences Mexico or its operating partners.
• Guests are responsible for equipment that is lost or damaged due to negligence.

Replacement fee: Snorkeling mask: USD $30

Additional equipment may be charged according to replacement cost.

Alcohol & Drugs

• Guests under the influence of alcohol or illegal drugs may be denied participation.
• No refund will be issued.

Guest Conduct

Guests are expected to behave respectfully toward guides, drivers, local communities, wildlife and other participants.

Soul Experiences Mexico reserves the right to terminate any experience immediately, without refund, if a guest:

• Behaves aggressively or threatens others
• Ignores safety instructions
• Damages property
• Harasses staff or other guests
• Places themselves or others at risk

Personal Belongings

• Guests are solely responsible for their personal belongings during the experience.
• Soul Experiences Mexico accepts no responsibility for the loss, theft or damage of mobile phones, cameras, drones, jewelry, watches, passports, wallets or any other personal items.
• We recommend bringing only essential belongings.

Photography & Media Release

• During our experiences, photographs and videos may be taken for promotional purposes, including our website, social media and marketing materials.
• By participating, guests grant Soul Experiences Mexico permission to use such images without compensation.
• Guests who prefer not to appear in photographs or videos must notify us before the experience begins. We will gladly respect their preference.

Safety Authority

For the safety of everyone involved, guides have full authority to modify activities, change the itinerary, suspend part of an activity, or end an experience whenever safety conditions require.

All safety decisions made by the guide are final.

Itinerary Changes

Soul Experiences Mexico reserves the right to modify schedules, routes, restaurants, transportation and activity order whenever operational, weather or safety conditions require. Equivalent alternatives will be provided whenever reasonably possible.

Limitation of Liability

Adventure tourism involves inherent risks. By participating, guests acknowledge these risks and voluntarily assume responsibility for their participation.

Soul Experiences Mexico shall not be liable for injuries, illnesses, losses or damages resulting from:

• Failure to follow guide instructions
• Undisclosed medical conditions
• Guest negligence
• Natural hazards & wildlife encounters
• Force majeure events
• Circumstances beyond our reasonable control

Nothing contained herein excludes liability where such exclusion is prohibited under applicable law.

Governing Law

• These Terms & Conditions shall be governed exclusively by the laws of the United Mexican States.
• Any dispute arising from these Terms shall be submitted to the competent courts of Quintana Roo, Mexico.