Booking & Cancellation Policy

We understand that travel plans can change. Our cancellation policy is designed to be fair to our customers while also allowing us to manage guide availability, transport, entrance fees and other costs associated with your booking.

Cancellations & Changes

Bookings may be cancelled or changed free of charge up to 48 hours before your first scheduled tour.

Cancellations made within 48 hours of the scheduled start time, or failure to attend a booked tour, are non-refundable.

During peak periods, including 23 December to 6 January and Easter, cancellations or changes require a minimum of 7 days' notice.

Multi-Day & Multiple-Dive Bookings

For bookings involving multiple dives on the same day or diving across several days, once your first scheduled tour has commenced, any remaining dives or dive days that you choose not to complete are non-refundable.

A tour is considered to have commenced once you have departed from the dive centre or agreed meeting point.

If a diver chooses to end a tour early or decides not to complete a scheduled dive after the tour has begun, no partial refund will normally be provided.

Medical Cancellations

If you are unable to dive due to illness or a medical condition, we may make an exception to the standard cancellation policy on presentation of an appropriate medical certificate confirming that you are unable to participate.

Late Arrival & Missed Activities

Please arrive at the agreed meeting time. Late arrival may result in a shortened tour or missed dive where waiting would affect other divers, site entry times or the day's schedule.

Missed activities due to late arrival are non-refundable.

Weather & Diving Conditions

Cenote diving is generally not affected by normal weather conditions and tours will usually operate as scheduled.

Reef diving and snorkelling are dependent on weather and sea conditions. If conditions make a scheduled activity unsafe or prevent it from operating, we will discuss suitable alternatives with you.

If Flying Fish Tulum cancels an activity and a suitable alternative cannot be arranged, the affected activity will be refunded.

Safety & Dive Site Changes

Safety always takes priority. Dive sites, schedules and itineraries may be changed when necessary because of conditions, diver experience, certification requirements, site closures or other operational or safety considerations.

Our guides reserve the right to modify or end a dive if continuing would be unsafe for the diver, the group or the guide.

Certification & Experience

Divers are responsible for providing accurate information about their certification level, diving experience and recent diving history.

Some cenotes require particular certification levels or previous cenote/cavern diving experience. Where necessary, we may recommend an alternative dive site that is more appropriate for your experience.

Medical Fitness to Dive

All divers must be medically fit to participate and may be required to complete a diver medical questionnaire.

If your answers indicate that medical clearance is required, you may need to provide approval from a doctor before diving.

Failure to disclose a relevant medical condition or obtain required medical clearance may prevent participation and does not automatically entitle the diver to a refund.

Alcohol & Drugs

Divers must not participate while under the influence of alcohol, recreational drugs or any substance that could impair their ability to dive safely.

If a guide determines that a diver is not fit to participate safely, the dive may be refused or ended without refund.

Courses

For PADI courses, any eLearning, training materials or other costs already incurred on your behalf may be deducted from any refund where applicable.

Once digital learning materials have been issued or activated, their cost is non-refundable.

Payments

Your booking is confirmed once the required deposit has been received.

Any outstanding balance must be paid in accordance with the payment arrangements agreed at the time of booking.