FAQs 2017-07-22T04:56:25+00:00

EXPERIENCE MEX-ECO TOURS

Frequently Asked Questions

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Please note that this section of our website is still being developed, in the menatime, please contact us for any other questions you may have.

Sign-up process

What do you need from us in order to sign-up for a tour?

For any of our tours we just require your names and email address (or hotel/address and phone number if you do not use email). We don’t ask for payment until we have the minimum number of people required in order to confirm a tour.

Can we sign-up for a tour in advance, before we get to Mexico?

Yes, in fact we encourage you to sign-up in advance, this way we get a better idea of which tours are going to be confirmed in advance, and you also reduce the risk of missing out on a place on the tour of your choice.

When will we know if the tour we are signed-up for has been confirmed?

Once you have signed up, you will be included in email updates once the tour in question has been confirmed (once we have the minimum number of people), when we require a deposit, and when we require final payment. In the event the tour does not get confirmed you will also be notified. If in doubt, please don’t hesitate to email/call us and ask.

Do you need our passport information?

We don’t request your passport information upon sign-up, but once we start requesting payments, we will request passport information only for the tours which include flights.

Payment

When do you require our deposit?

For our multi-day tours we request a 25% deposit once we have the minimum number of people required to confirm your tour. Generally we wait until the beginning of the tours season (October/November) to start requesting deposits, with the exception of our Day of the Dead tour, or other tours where accommodation needs to be secured further in advance (this can be the case for international tours).

For our day tours we request full payment as soon as we have the minimum number of people required in order to confirm the tour.

When do you require full payment?

We request full payment for our multi-day tours no later than 2 weeks before the departure date for tours with no flights, or no later than 4 weeks before the departure date for tours that do include flights, unless the tour is not confirmed until after this point.

Full payment for day tours is required as soon as we have the minimum number of people required to confirm the tour.

Can we pay by credit or debit card?

Yes, you can pay by credit or debit card in any of our offices (Melaque, Puerto Vallarta or Bucerías), or on the internet via paypal (please request that we send you a paypal invoice). Unfortunately we CANNOT TAKE CARD PAYMENTS OVER THE PHONE, as this is not authorised for small tourism based businesses in Mexico.

How can we pay for our tour if we are not yet in Mexico?

You can pay either via bank transfer (in your bank or using your online banking), paypal (4.5% paypal fee applies), or by sending a transfer with Western Union. Please contact us to request the relevant information and let us know before you make any payments this way, so that we are able to track your payment and confirm receipt of it.

Can we pay using e-transfer?

No, e-transfer cannot be used to make payments to our Mexican bank account.

What is your refund policy?

For tours which DO NOT INCLUDE FLIGHTS, no refund will be given for cancellations made on behalf of the client within 1 week or less of the tour departure date. The 25% deposit will be retained for cancellations made between 1 and 2 weeks before tour departure date. A full refund will be given for cancellations made more than 2 weeks before tour departure date.

For tours that DO INCLUDE FLIGHTS, no refund will be given for cancellations made on behalf of the client within 2 weeks or less of tour departure date. The 25% deposit will be retained for cancellations made between 2 and 4 weeks before tour departure date*. A full refund will be given for cancellations more than 4 weeks before tour departure date**.

*In the event of flights having already been purchased at this time, the average cost per flight ticket for the tour in question will be deducted from the total cost of the tour, and the remaining amount will be refunded (only when this amount is less than the 75% that would otherwise be refunded).

** In the event of flights having already been purchased at this time, the average cost per flight ticket for the tour in question will be deducted from the total cost of the tour, and the remaining amount will be refunded.

Are there any extra fees for paying by card?

Yes, by paying by card in one of our offices, you will be charged an extra 2.5%, or by paying by card on paypal, you will be charged an extra 4.5%. Please note, WE CANNOT TAKE CARD PAYMENTS OVER THE PHONE.

Can we pay in CAN or USD?

Yes, for tours that are prices in MXN you can pay in USD or CAN in cash or by cheque in any of our offices; you will be given the exchange rate on the day given by our bank, so that we get the required amount in pesos.

For tours that are priced in USD (international trips), you may also pay in MXN or CAN and you will also be given our bank’s exchange rate on the day of payment.