PAYMENTS AND REFUNDS

What are the payment methods to pay on site?

We have entrusted PayPal+ the collection of any products you decide to buy from us using your credit card. PayPal+ is the most trustful, online, payment service in use worldwide. It also accepts most major credit cards.

If you need to pay in cash to settle a balance or buy a product right at the booth, no problem. Our representatives take either Mexican pesos or US dollars considering the exchange rate.

Do you have any discount for groups?

WOW Excursions offers a 10% discount on Playa Mia’s "Day Passes" and the "Cozumel Snorkel Tour: Coral Reef, El Cielo & Playa Mia". Only for 20+ people groups booked in advance and subject upon availability.

Am I gonna have my money back If I don’t make it for the tour because of the ship?

If your cruise ship does not dock in time for you to make it to your scheduled departure; we will refund your money back. All you have to do is submit an e-mail refund request.

Can I have my money back if I cancel?

You can always cancel your tour at any time with at least 24 hours previous notice for full refund. No refund is granted within the 24 hours before departure.

Is there any refund if the tour is not what they said?

Tour content is explicitly detailed for every tour. WOW Excursions sweat hard to consistently assure you get what you see.

Sometimes WOW Excursions or its partners may call off a departure, mostly because weather-related conditions which may spoil a pleasant experience or even jeopardize the safety of our guests. In such a case, WOW Excursions will refund your money back. if it is possible, and you are still interested in the experience, we can book you on a later departure or on some other day.

If a tour is in progress and it can't go on or has to change its content, not because the tour operator but rather because of force majeure, we will try to compensate time and/or replace the content with the closest available and similar replacement, however, we appeal to your comprehension that no refund will proceed if the circumstances are completely out of our control.

Can I cancel my excursion if I show up for the departure but I don´t feel like going?

If the tour is about to leave, and you decide not to go, your reservation will be considered "no show". No refund or compensation will be granted in such a case.

Can I cancel my excursion on the very same day of my arrival if I don´t like the weather conditions?

Please consider that in Cozumel and the Riviera Maya the weather is distinctive of a rain forest / jungle area and it gets to rain some of the time, however, always looking for our customer’s safety and satisfaction we will consider every case particularly.

If our experienced tour operators consider that the excursion is safely operable, all last minute cancelations will be subject to charges.

Where can I apply for the cancellation of my purchase?

For cancellation you must send an email to reservations@wowexcursions.com with a brief explanation of the reasons for which you proceed to the cancellation and our service team customer will respond within 48 hours. Remember that cancellations are governed by the terms and conditions of the cancellation policy.

SUGGESTIONS AND TIPS

What is included in my tour?

Every tour includes different things. Some include food, snacks, bottled water, natural park fees, snorkeling equipment, vehicles, etc. Please refer to the “Tour Includes’’ section of every tour, there, everything is written, and we do our best to keep it up to date. For any questions, don’t hesitate to contact us at info@wowexcursions.com

How is my excursion departure time programmed?

ALL OF OUR EXCURSIONS DEPARTURE TIMES ARE IN LOCAL TIME, YOU CAN MAKE SURE ABOUT COZUMEL´S TIME IN THE FOLLOWING LINK: www.worldtimesserver.com

Please consider that Cozumel does not participate at the Daylight Saving Program, so it never changes its time.

For cruise ship passengers, please double check the difference between your ship´s and local time if any.

Can I bring my baby’s food along?

Yes, you can always bring your baby’s food like milk formulas, purées, etc.

TRAVEL RECCOMENDATIONS

Where is my meeting point and when I should arrive?

We recommend you to arrive 30 minutes in advance. We have different meeting points; there is one close to each cruise ship pier (Puerta Maya, SSA international, and Punta Langosta). Another one is at the Fiscal pier, in downtown.

Please refer to the “Meeting Point” section in every tour info.

Does Playa Mia Grand Beach Park have facilities on site for people in wheelchair or walking difficulties?

Yes, Playa Mia have wheelchair accessible areas, ramps and dedicated bathroom stalls. Beach wheelchair transfers are available upon request.

What are the Tour languages?

All of our guides are bilingual (English and Spanish). If you are a group, you can always ask for another language with a previous reservation for an extra cost. If you are not a group but you visit a main Mayan ruin site, you can usually find an on-site guide in Italian, French, Portuguese or German upon availability.

BOOKING AND VOUCHERS

Can I book a private tour?

Yes, it’s always possible to reserve for a private group. Whether you want to have the same content of a regular tour or to have special arrangements to create an unforgettable vacation. Get in touch with our reservations staff to receive proper attention to your needs.

Transfers

How much does a taxi cost in Cozumel?

THE FOLLOWING ARE APPROXIMATED TAXI RATES, PLEASE DOUBLE CHECK WITH THE TAXI DRIVER BEFORE GOING ON BOARD IN ORDER TO AVOID ANY INCONVENIENCE.

From Puerta Maya Pier:
To Cozumel Fiscal Pier, located downtown: $15 USD (from 1 to 4 people)
To Playa Mia: $17 USD (from 1 to 4 people)
From SSA International Pier:
To Cozumel Fiscal Pier, located downtown: $15 USD (from 1 to 4 people)
To Playa Mia: $17 USD (from 1 to 4 people)
From Punta Langosta Pier:
To Cozumel Fiscal Pier, located downtown: $10 USD (from 1 to 4 people)
To Playa Mia: $22 USD (from 1 to 4 people)

How much time do I have after my excursion is over to go back to my cruise?

Every excursion has its particular timing. We guarantee* that you will always have at least 45 minutes to get back to your cruise. Remember that all cruise lines have their “all on board” call 30 minutes before their sailing.

*Please note there may be some cruise ship arrivals that are not operational during the year. Please confirm with us before any reservations.

Cozumel is a small island, so all taxi rides are not longer than 15 or 20 minutes by taxi.

Does my tour package include transportation?

Most tours include ground and/or ferry A/C transportation from our Meeting Points. People from Cancun and Playa del Carmen can add a pick-up at their hotel for the Cozumel Snorkel Tour and for the Day Pass at Playa Mia Grand Beach Park.

People who are coming from the cruise ships can add the ground A/C transportation (for Playa Mia Grand Beach Park) in their package, it’s easier and stress-free.