General Terms & Conditions

Included in your Tour:
– All Entrance Fees.
– Activities listed on your Tour Itinerary.
– Expertise of an English speaking guide.
– Comfortable A/C Transportation and licensed driver.
– A cooler with bottled water and welcome snacks.
– Some Tours include Lunch (clients pay for beverages and tips at the restaurant).
 
Not included:
– Pick up fees outside Playa del Carmen zone.
– Internal or International Airfares.
– Travel Insurance. Please make sure that you are currently covered with a Full International Insurance in case of emergency.
– Items of personal nature such as towels, sunscreen or repellent.
– Drinks or “extras” at the restaurant or shops are paid for by clients.
– Additional expenses resulting from the delay or extension of a trip due to weather, sickness or other causes beyond our reasonable control.
– Tips are not included (optional).

Payment Policy

Deposit & Trip Guarantee:

By submitting your deposit we are committed to show up on time and provide you with a great tour, in a clean vehicle, with our qualified staff.

Payment:

Please note that we are a cash only business, as we use your payment as our budget for the day. The remaining balance is due only in cash upon pickup in Mexican Currency (preferred), Euros or USD. No checks, credit cards or electronic payments are accepted.
Please make sure that you have enough cash a few days before your tour so full payment can be made without delaying your tour.

We cannot accept a full payment in advance, nor electronic payments nor credit cards on the day of your tour either. We only accept cash payments in the currencies mentioned above, according to the exchange rate shown on your booking confirmation (based on google.com).You will be notified clearly and upfront by email of the total due along with the tour date and other important information once your tour date has been confirmed. 

Tour Deposit:

A small PayPal deposit is required along with the Booking Form and the agreement of these Terms & Conditions to confirm an excursion with The Custom Tour. Details regarding the deposit will be sent to you via email.

Cancellation Policy

Your deposit is non-refundable if you choose to cancel after your space has been confirmed as each Custom Tour is unique and require longer lead times and much earlier commitments and payments from us to our service providers like tour guides and transportation.

When you cancel with a 48 hour notice or more, we only keep the deposit as an administrative fee.
When you cancel within less than 48 hours or last minute, we would need you to cover a cancellation fee of $250 US dollars on top of the deposit, to cover the arrangements booked in advance such as the transportation service, private guide, driver and other services we pay in advance.
Please let us know as soon as possible if you wish to cancel. The transportation service asks for a 48 hour notice for all cancellations. A private guide is also booked in advance; therefore your guide will reject all other work opportunities for that date.
We always wish the best for you and your vacation! We are looking forward to meeting you and hope you feel the same way.

We do not cancel our tours due to rainy weather: all tours go rain or shine. Rest assured you will be able to have an amazing tour! Most of the time the showers are very local and it’s only raining at your resort.

There are really rare occasions where we will suggest you changing the day of the tour if we know that really bad weather is coming, but this rarely ever happens.

A deposit refund is possible when we have to cancel your tour for safety reasons: extremely rare cases such as a hurricane alert.

Tour Info

We are passionate about our job! We are simply the best at what we do!
We know how to deliver the Highlight of your Trip: best value for money and your precious vacation time.
We care about our Natural Resources: no animals kept in captivity, we take you to their natural habitats.
We focus on quality, not quantity.
We love to share our Authentic Food made by real locals.
We provide high-quality experiences with newer touring vehicles and your very own knowledgeable tour guide, in the friendliest way and in a relaxing atmosphere.

Health Statement

Any physical condition, diet, or treatment requiring special attention must be reported in writing when the reservation is made. Please ask your doctor if you are able to participate in the tour activities before booking. 

Some tour activities might not be suitable for people with heart conditions, asthma and other health related issues. We would appreciate it if you could let us know in  advance anything like allergies, handicaps, diabetes, pregnancy, back or neck injuries and other special needs we should take in consideration in order to customize your tour to your needs. 

Mandatory Insurance Requirements

  • You acknowledge that insurance coverage is not included in the cost of any Tour offered by The Custom Tour and you are required to obtain separate coverage at an additional cost.
  • You must have travel insurance with a minimum medical, evacuation and repatriation coverage of $200,000 USD covering all applicable dates of touring/traveling with The Custom Tour.
  • It is your responsibility to ensure that you have sufficient coverage and comply with the terms of the applicable insurance plans.
  • You are responsible for advising your insurer of the type of travel, destinations and activities included in your booking so that the insurer may provide appropriate coverage.
  • This travel insurance must cover personal injury, evacuation, repatriation and emergency medical expenses.
  • On each Tour you should notify the tour operator (The Custom Tour) that you have sufficient insurance in place. You are strongly recommended to extend your coverage to include cancellation, curtailment, and all other expenses that may arise as a result of loss, damage, injury, delay or inconvenience while traveling.
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  • Learn more about Medical Tavel Insurance.

Acceptance of Terms and Conditions

The “Participant” (the “Guest”), by booking a “Trip” (“Tour”) and in consideration of being permitted to participate in The Custom Tour (the “Company”), and for other valuable consideration, including the bargained for enjoyment and excitement of the proposed Tour, understands the nature of the Tour and warrants that he/she is sufficiently healthy to participate in the Tour.

Participant hereby forever RELEASES and agrees to HOLD HARMLESS The Custom Tour (the “Company”), along with its owners, employees, agents, tour guides and host locations, from all claims, including without limitation personal injury, death, permanent disability, property damage, or other loss, related to his/her participation in the Tour resulting from the Company’s, its owners, employees, agents, and/or host location’s NEGLIGENCE. PARTICIPANT DOES NOT RELEASE OR WAIVE ANY LIABILITY OF THE COMPANY FOR INTENTIONAL OR RECKLESS ACTS ON THE PART OF THE COMPANY.

Participant acknowledges that the Tour visits public locations and/or locations that are not owned or controlled in any way by the Company and therefore the Company does NOT guarantee or insure the performance or actions of those third parties or any Risks. The Participant further agrees at all times during the Tour to abide by and comply with instructions given by the Company, its owners, employees, agents and tour guides. Participant’s non-compliance with such instructions may result in injury, death or other losses, and the Participant may be removed from the Tour without any monetary compensation or similar.

The Participant agrees to grant the Company a worldwide, royalty-free, transferable, irrevocable license to use Participant’s likeness and/or photographs of Participant for the limited purpose of promoting future tours and/or marketing the Company.

The Company may include during the Tour a stop for lunch at a restaurant or may provide snacks or other types of food as part of the Tour. The Company is not a licensed food handler and does not guarantee the food’s safety and therefore shall not assume any liability related to the food, food safety or the Participant’s consumption of such food. The Participant acknowledges, understands and thereby assumes all risk associated with his/her participation in the Tour, including without limitation food sickness, food poisoning, food allergies, Participant health issues, theft or damage to Participant property, physical injury during the Tour, weather, transportation delays and traffic dangers (collectively, the “Risks”).

If alcohol is served during the Tour, the Participant accepts full responsibility for complying with all applicable laws regarding the consumption of alcohol. By consuming alcohol during the Tour, the Participant represent that he/she is at least 18 years of age. The Company may, in its sole discretion, require proof of Participant’s age. Participant may be removed from the Tour by the Company for refusing to provide proof of his/her age.

Participant has read, understands, and thereby consents to this Release and Waiver. Participant further warrants that he/she is at least 18 years of age, or if under 18 years old, the person consenting on behalf of the Participant is Participant’s parent or legal guardian.

This Agreements, Release and Waiver constitutes the entire terms and conditions between the Participant and the Company, and no modification of it shall be made or be enforceable except by written agreement signed by both parties. This Release and Waiver shall be controlled by the laws of the state of Quintana Roo, Mexico.

Acceptance of terms

When you provide us with your information and send us a Contact/Booking form, it means that you agree to have your information processed in the aforementioned terms.

Release of Liability/Assumption of Risk: Snorkeling and All Tour Activities

BY THIS INSTRUMENT, I AGREE TO EXEMPT AND RELEASE THE TOUR COMPANY, MY TOUR GUIDE(S), DRIVER(S), STAFF, THE FACILITIES OR ECO-PARK(S) THROUGH WHICH I RECEIVE MY TOUR, AND ALL RELATED ENTITIES AS DEFINED ABOVE, FROM ALL LIABILITY OR RESPONSIBILITY WHATSOEVER FOR PERSONAL INJURY, PROPERTY DAMAGE OR WRONGFUL DEATH HOWEVER CAUSED, INCLUDING BUT NOT LIMITED TO THE NEGLIGENCE OF THE RELEASED PARTIES, WHETHER PASSIVE OR ACTIVE.
I understand that all Tour Activities are physically strenuous and that I will be exerting myself during this tour program, and that if I am injured as a result of heart attack, panic, hyperventilation, drowning or any other cause, that I expressly assume the risk of said injuries and that I will not hold the Released Parties responsible for the same.
I understand that past or present medical conditions may be contraindicate to my participation in the program. I affirm that I do not have a history of seizures, dizziness or fainting, or a history of heart condition (e.g. cardiovascular disease, angina, heart attack). I further affirm that I do not have a history of respiratory problems such as emphysema or tuberculosis. I affirm that I am not currently taking medication that carries a warning about any impairment of my physical or mental abilities.
I further state that I am of lawful age and legally competent to sign this liability release, or that I have acquired the written consent of my parent or guardian. I understand the terms herein are contractual and not a mere recital and that I have signed this Agreement of my own free act and with the knowledge that I hereby agree to waive my legal rights. I further agree that if any provision of this Agreement is found to be unenforceable or invalid, that provision shall be severed from this Agreement. The remainder of this Agreement will then be construed as though the unenforceable provision had never been contained herein.
I understand and agree that I am not only giving up my right to sue the Released Parties but also any rights my heirs, assigns, or beneficiaries may have to sue the Released Parties resulting from my death or permanent injury. I further represent I have the authority to do so and that my heirs, assigns, or beneficiaries will be stopped from claiming otherwise because of my representations to the Released Parties.
I HAVE FULLY INFORMED MYSELF AND MY HEIRS OF THE CONTENTS OF THIS NON-AGENCY DISCLOSURE AND ACKNOWLEDGEMENT AGREEMENT AND LIABILITY RELEASE AND ASSUMPTION OF RISK AGREEMENT BY READING THEM BEFORE SIGNING BELOW ON BEHALF OF MYSELF AND MY HEIRS.

WHAT MAKES US DIFFERENT >>>

The Ultimate Tour Experience!

We specialize in private tours, family vacations, romantic getaways, wedding groups or large events. The highlight of your trip!

Explore the amazing Riviera Maya

We offer you the most comfortable tour experiences around Playa del Carmen, Cancun, Tulum & the Riviera.

Worry-free Travel

Our efficient logistics will allow you to enjoy a perfect day, just with the people you love, doing exactly what you want to do, at your own pace and without hassle.

Tailor-made Excursions

VIP services adapted to your personal interests. Allow us to design an unforgettable vacation, creating memories for life!

WHY BOOKING WITH THE CUSTOM TOUR?

Best Value for Money

And your precious vacation time. Let us take care of all the details and enjoy a relaxing tour!

Exceptional Service

Tour Guide support and assistance at all times during your private tour. We’re always there for you!

EASY TO BOOK

Send us your tour inquiry. Secure your spot and get ready for the highlight of your trip!