Privacy Policy and Refund Policy
When you book with PrimeOne, we need some information to organize your experience and keep you informed. This notice explains what we collect, how we use it, and the choices available to you.
Who we are and how to contact us
PRIME ONE TRAVEL EXPERIENCES S.A. DE C.V. operates under the trade name PrimeOne and is responsible for the information described in this notice. This notice applies to primeone.tours and to bookings we assist with by email and WhatsApp.
If you have a question about your information, email us at support@primeone.tours. For help with a booking, contact reservas@primeone.tours or WhatsApp at +52 55 4367 5289.
Information we need
When you book, we ask for the lead guest’s name, email address, telephone number, and hotel or pickup location. We also keep the tour details, date, participant count, booking reference and status, and the messages needed to assist you.
Card payments are processed through Stripe. Stripe receives the payment and transaction data it needs and may provide us with information required to confirm a charge, prevent fraud, resolve a dispute, or issue a refund. You can read Stripe’s Privacy Policy at Privacy Policy . To protect your information, do not send full card numbers, security codes, or passwords through email or WhatsApp.
When Stripe approves payment, the system records your booking and sends the confirmation automatically. The cookies section explains the tracking technologies the site may use. If another technology provider is involved in the booking, it may process information only for its role and as allowed by applicable law.
Our standard booking form does not ask for children’s names, health information, or identification documents. If an activity requires additional information, we will first explain what we need and why. We will also obtain any required consent. Please do not send sensitive information we have not requested.
How we use your information
We use your information to confirm and manage the booking, coordinate pickup, and keep you informed about schedules, safety matters, or changes. We also use it to handle payments, cancellations, and refunds, answer your questions, prevent fraud, and meet our legal obligations.
These activities rely on our booking relationship, legal obligations and, where appropriate, your consent or another basis permitted by applicable law. Without essential information, we may be unable to arrange your booking or pickup.
Marketing and optional uses
With your optional authorization, we may use your name and email address to send offers, news, and promotions for PrimeOne tours. This purpose is not necessary to book: subscription will be offered separately through an option that is not preselected. Declining will not affect your purchase.
You can unsubscribe free of charge using the link in each promotional email or by emailing support@primeone.tours with the subject “Unsubscribe from promotions,” without sending identification. We will honor the request promptly and within 10 business days at most, or sooner if legally required. Necessary booking messages will continue. Each promotion will identify the sender and include its valid postal address.
When we share information
We share necessary information with the assigned operator, guides, and transportation personnel to organize and deliver your tour. Your hotel or pickup location and contact details are provided only to those who need them for that purpose.
Booking, payment, hosting, and communications providers may process information to deliver their services. When acting on our behalf, they must follow applicable instructions and data protection obligations. When determining their own processing activities, their own privacy notices also apply.
We may disclose information to authorities and advisers where a legal obligation or other lawful basis exists. Disclosures requiring consent will be identified and authorized separately in advance; booking a tour does not authorize unrelated uses.
If we use analytics or advertising providers, the relevant information and choices will appear in the cookie panel before non-essential technologies are activated. Booking information will not be shared with advertising networks merely because you made a purchase; any use requiring consent will be requested separately.
Processing in other countries
PrimeOne uses a contact address in the United States, and tours take place in Mexico, so information needed for a booking may be processed in both countries. Stripe and other technology providers may store or access information from other countries according to their services and privacy notices. We will apply legally required conditions and safeguards for international transfers and request specific authorization where the law requires it.
Cookies and similar technologies
The site uses technologies needed to display content, secure the session, and process bookings and payments. It may also offer optional technologies for analytics and advertising. Where consent is legally required, they will remain disabled until you choose to accept them. When active, the cookie panel or notice will show the relevant categories and providers and allow you to reject or withdraw consent. You can also manage cookies in your browser; blocking necessary technologies may affect booking or payment functions.
How we protect and retain information
We will retain information for as long as needed to manage your booking and meet applicable tax, accounting, complaint-handling, and liability obligations. It will then be deleted or anonymized unless legally justified retention is required. You may request information about the retention period applicable to your records.
We will apply administrative, technical, and physical safeguards appropriate to the risk and restrict access to authorized persons. No system eliminates every risk. If an incident requires notification, we will inform affected individuals and authorities as required by law.
Your choices and rights
You may request access, correction, deletion or cancellation, and objection to processing, and may withdraw consent or restrict optional uses. Additional rights, including portability, restriction, opting out of certain practices, or appeal, will be honored where applicable to your residence and our activities.
Email support@primeone.tours with the subject “Privacy request.” Include your name, a reply address, the right you wish to exercise, and the relevant information or booking. For corrections, explain the change. We will verify identity proportionately; representatives must show their authority. Do not include unnecessary sensitive documents in your first message.
We will reply by email and provide access electronically. Where Mexican law applies, we will communicate our determination within 20 business days of receiving the request and, if approved, implement it within the following 15 business days, subject to legally permitted, justified extensions. Otherwise, applicable legal deadlines govern.
Withdrawal does not affect previous lawful processing or eliminate retention obligations. We will explain any refusal or limitation and available review options. You may contact the competent authority; where Mexican law applies, this is the Secretaría Anticorrupción y Buen Gobierno. You do not need to waive a complaint to exercise your rights.
Children and changes to this notice
Bookings are intended to be made by adults. If we receive children’s information that is unnecessary or lacks required authorization, we will take appropriate steps to delete it or bring its processing into compliance.
We will post changes to this notice on this page. Material changes will be communicated through an appropriate channel, and new consent will be requested where necessary. An update does not retroactively authorize incompatible purposes.