Cancellation Policy
Service Terms & Conditions
Dive Centre Rules – Blue Experience Diving
Welcome to Blue Experience Diving
At Blue Experience Diving, we are committed to providing a safe, professional, and unforgettable underwater adventure. Our certified instructors guide each dive with attention to detail, ensuring divers of all experience levels enjoy the best possible experience while respecting marine life and the integrity of dive sites. To maximise safety and enjoyment, we recommend all divers hold valid dive insurance and follow our guidelines and instructions carefully. By booking with us, you acknowledge and accept our rules, designed to ensure an exceptional and safe diving experience for everyone.
Bookings and Cancellations
All bookings must be confirmed at least 24 hours before the scheduled pick-up time. Our full cancellation policy, detailing applicable charges based on timing and type of activity, is provided to clients prior to payment and applies automatically once a deposit is made. Refunds are processed to the same payment method used in the original transaction. Payment of a deposit constitutes acceptance of this cancellation policy, which is shared with clients prior to payment.
Dive Site Selection
Dive sites may be changed without prior notice at the discretion of the Instructor or Dive Guide due to weather, safety, or logistical reasons. Clients will be informed before boarding the boat whenever possible. All dives follow protocols designed to protect both divers and the marine environment.
Standards and Liability
All diving activities are conducted in accordance with PADI standards and within the limits of the highest certification presented by the diver at registration. While we aim to form groups with similar experience levels, when this is not possible, dives will follow the most conservative profile, prioritising the dive plan according to the least experienced divers in the group.
Refusal of Service
To ensure the safety and well-being of all participants, Blue Experience Diving reserves the right to refuse service to any client who does not meet necessary health, fitness, or certification requirements, is under the influence of alcohol, drugs, or otherwise impaired (including severe hangover), fails to comply with safety instructions, dive briefings, or PADI standards, exhibits aggressive, unsafe, or disruptive behaviour, or in any situation where the Instructor or Dive Guide reasonably believes proceeding could endanger the client, other participants, staff, wildlife, or dive sites. No refunds will be issued if service is denied under these conditions.
Personal Equipment
Clients may store personal equipment at the dive centre. Blue Experience Diving assumes no responsibility for loss or damage while on the premises or during transport to or from diving activities.
Rental Equipment
All rental equipment must be returned in good working condition and rinsed with fresh water. Any loss or damage will be charged to the client at the applicable repair or replacement cost according to the manufacturer’s price list.
Cancellation Policy
Ensuring a Safe and Enjoyable Experience
At Blue Experience Diving, we are committed to providing every diver with a safe, professional, and unforgettable experience. To maintain the quality and availability of our services for all clients, we have established the following cancellation and refund policies. We also recommend all divers have valid dive insurance and meet necessary physical and certification requirements.
Cancellations by Blue Experience Diving
If Blue Experience Diving must cancel an activity due to conditions such as closed ports or bad weather, we will offer rescheduling for the earliest available date. If rescheduling is not possible and cancellation is final, a full refund (100% of the payment made) will be issued. For service packages including multiple tanks, courses, or diving tours, unused services will be fully refunded.
Cancellations by the Customer
- From the time of payment up to 72 hours before the scheduled pick-up: refundable with a 50% penalty of the amount paid.
- From 72 to 24 hours before the scheduled pick-up: refundable with an 80% penalty of the amount paid.
- Less than 24 hours before pick-up or in case of no-show: non-refundable.
Special products, such as Cozumel tours and the C-56 wreck dive in Puerto Morelos, must be paid in advance and follow the same cancellation policy. For solo divers, cancellations of these products are non-refundable from the moment of payment. All cancellations incur charges regardless of the reason.
Deposit Conditions
Deposits made at the time of booking remain active for all reserved services. In case of customer cancellation, the deposit is forfeited, and a new deposit must be made to secure future reservations. Payment of the deposit implies acceptance of this policy, shared with clients prior to payment. Bookings are only considered confirmed once we have received the diver’s certification details and deposit payment. Tentative or unpaid dates remain available for other divers.
Diving Courses
Once required PADI paperwork is completed, withdrawals by the student are non-refundable. Diving courses require students to demonstrate skills comfortably and safely. Blue Experience Diving instructors are under no obligation to certify students who do not meet PADI standards. Fees paid for courses in such cases are non-refundable. Our goal is always to ensure each student has a safe and successful learning experience.
Free Transport
To use our free transport service, clients must provide their room number via email or WhatsApp at least 2 hours before the scheduled pick-up time. Failure to provide this information will be considered a NO SHOW. Maximum waiting time for hotel pick-ups or shop meetings is 15 minutes; beyond this, bookings will also be considered NO SHOW.
Refund Processing
Refunds can take up to 15 working days to process. Refunds are issued to the same payment method used for the original transaction and exclusively in Mexican pesos. Cash refunds, when applicable, are made immediately at the shop. Any banking fees or exchange rate differences are not the responsibility of Blue Experience Diving.
General Note on NO SHOWS
NO SHOW cases are non-refundable under any circumstances, to ensure fair access and planning for all clients.