What reservation policy are you agreeing to when booking our tour?
- Your reservations confirmation
Once you have made your reservations on our website and completed the payment process, you will see a PRINT button at the bottom of the payment confirmation screen. Please print this Confirmation and present it to our staff when you check in. This Confirmation is your ticket for your tour admissions. On the day of your tour, you will present your Confirmation to our receptionist at your pick up point. The staff will provide you with an Admission ticket that you will hand in to the staff at the Canopy site. You just need to show up 10-15 minutes prior to the departure time at the pick up location shown on your Confirmation and start having fun!
- Meeting times and locations
Your Confirmation will show the exact meeting time and departure point for your tour. If you need any clarification on your departure time, please contact us at 1-800-396-9168 (dialed from the USA or Canada) or our local telephone number 322-223-0504. If you are not at the meeting location shown on your ticket at the time shown, no refunds will be issued.
- No port, no pay policy (cruise ship passengers only)
If during your sailing, your cruise ship is not able to make port as scheduled due to weather conditions, mechanical failure or other unforeseen circumstances, we will cheerfully issue you a 100% refund.
If an itinerary change is announced in advance of your sailing, while you still have the opportunity to reschedule your cruise, we offer you two convenient options:
We will issue you a voucher valid for 1 year that you can use to reschedule your tour with us, free of charge. Receive of full refund of your tour cost. If your ship is changing itinerary, and will port on a different date than originally scheduled, please call us or email us right away so we can make the necessary arrangements to reschedule your adventure with us.
- Changing your tour dates
Keep in mind that availability on many tours is limited, so if you change close to the tour date, some tour times may be sold out for the dates you want to switch to. We will do our best to accommodate your change request.
- Cancellation policy
We understand that sometimes things come up that require you to cancel your reservations. If you need to cancel your tour, just give us a call. We will cheerfully issue you a refund for your tour up to 24 hours with advance notice. For less than 24 hours, we are happy to assist you with changing your tour time or date, providing space is available on those dates/times.
- No show policy
We are unable to issue a refund for a no-show under any circumstances, except as provided under our no-port, no-pay policy for cruise passengers in #3 above.
- Late arrival policy
If you are late for your tour and miss the transporation, we are unable to issue you a refund. All tours in Puerto Vallarta run on local time (Central Time), which is not always the same time used by cruise ships – please be aware of this and confirm with your ship what time zone they are listing their arrival and departure times in. We cannot offer a refund for tours missed due to time differences, so make sure you know what time you’re on. Arrive 15 minutes prior to the pick up location.
We will never share your email address with anyone else under any circumstances without your express permission, and will never sell your e-mail address to anyone. We value your privacy and security. All online transactions are processed without a human eye ever seeing your credit card or bank account information, and are processed with the highest level of encryption currently available for your safety.
- Bad weather policy
Our tours run rain or shine. If it rains on the day of your tour and we make the decision to close the tour, you will be entitled to a 100% refund. However, if the tour still runs, rain or shine, then our cancellation policy as stated above applies.
- Additional policies – you will not be allowed on the tour if:
Customer shows signs of intoxication Are pregnant or do not meet the minimum height (42”) or weight requirements (maximum weight allowed is 285 lbs/129 kg). Are unruly or otherwise disrupt the enjoyment of the other participants. 11.) RESTRICTIONS
People with the following can NOT participate in the canopy tour:
Children under 5 years, minimum height of 40”. Adults over 285 lbs./ 129 kilo. Pregnant women. Anyone with a heart condition, chronic back pain or shoulder problems. People who are unable to walk up hills or steps and intoxicated individuals.
- Refund policy
24 hours or more prior to your tour date: 100% refund. Less than 24 hours prior to your tour date: changes accepted but no refunds. No shows or late arrivals: no refund. If you have any questions about our Reservations Policy, please feel free to contact us.