Terms & Conditions

Thank you for choosing PrimeOne. We want you to understand what your booking includes, how payment works, and what to expect on the day of your tour. By booking, you accept these terms together with the specific information for the experience you selected.

Welcome and scope

In these terms, “PrimeOne,” “we,” “us,” and “our” refer to PRIME ONE TRAVEL EXPERIENCES S.A. DE C.V., which operates primeone.tours. “You” means the person booking or taking part in a tour.

We offer pickup for selected tours in Cancún, Costa Mujeres, Playa del Carmen, Tulum, and various locations across the Riviera Maya, when stated in the experience description. Tours may take place in Quintana Roo, Yucatán, or other destinations identified on the tour page. We operate some experiences directly, while selected providers operate others. For help with a booking, email reservas@primeone.tours. For questions or concerns, use support@primeone.tours or WhatsApp at +52 55 4367 5289.

What is included in your booking

Your booking includes these terms, the Cancellation and Refund Policy, and the information shown before payment: the description, inclusions, exclusions, price, and tour requirements. Your confirmation will keep the main purchase details. Our Privacy Notice explains how we handle your personal information.

You will be able to review the conditions and indicate acceptance before payment. Browsing alone does not create a booking or consent to advertising. If provisions conflict, mandatory consumer rights and more favorable conditions expressly offered for that booking will be honored.

Who may book

You may book if you are at least 18, have legal capacity to enter into a contract, and are authorized to use the payment method. If you book for a group, please share the tour conditions, restrictions, and recommendations with the other participants. Their rights remain protected.

Children must participate under the responsibility of an authorized adult and meet the activity’s age requirements. We do not request their names in the standard booking form.

Payment and automatic confirmation

Full payment is required using a bank card accepted at checkout. Stripe processes card payments under its Privacy Policy, available at Privacy Policy . Charges are in United States dollars (USD). Before payment, we will show the total payable to PrimeOne, including applicable taxes and mandatory charges. Exclusions and mandatory amounts payable at the destination must be clearly disclosed before booking. Offers directed to the Mexican market will also display the price in Mexican currency as legally required, specifying the charge currency and conversion basis.

Your bank may apply its own exchange rate and currency-conversion or international transaction fees. PrimeOne does not set those charges. No PrimeOne charge will be added without prior disclosure and acceptance.

As soon as payment is approved, the system confirms your booking automatically and sends you a reference. Check the date, tour, participant count, and contact details. If the email does not arrive, check your spam folder and contact us before paying again. If you see a charge but have no confirmation, let us know so we can review it.

If an inventory error prevents us from fulfilling a confirmed booking, we will offer an alternative you may accept or a full refund. We will not replace the tour or charge a difference without your authorization.

Pickup timing and participation

Pickup is included when the tour description says so. Available pickup areas may include Cancún, Costa Mujeres, Playa del Carmen, Tulum, and various locations across the Riviera Maya, depending on the experience and the selected hotel or meeting point. To help us coordinate it, provide the correct hotel or meeting point and a phone number and email where we can reach you. We will send the meeting place and time. If we need to adjust a detail after booking, we will give you reasonable notice. All pickup times are local to Cancún, Quintana Roo.

To avoid problems, arrive at the designated location at the agreed time. If transportation does not arrive or you cannot find the guide, contact us immediately so we can help. If PrimeOne or the provider fails to collect you, we will not treat you as a no-show. A schedule change made by us will not reduce a cancellation window that was still available to you.

Age, mobility, ability, and safety requirements will appear in the activity description. Ask before booking if you need accessibility adjustments. Follow reasonable guide instructions and venue rules. Participation may be restricted for an objective safety reason, dangerous conduct, or failure to meet a previously disclosed requirement; financial consequences will depend on the reason and applicable rights, without automatic penalties for undisclosed conditions.

How we work with tour operators

When we operate a tour directly, we are responsible for our service obligations. If another operator is involved, its identity and role will be disclosed before purchase and in the booking documentation. Relevant provider-specific rules must be available before payment.

Using a provider does not remove our obligations concerning the sale, the information offered, or legally imposed responsibilities. PrimeOne will handle requests for bookings charged by PrimeOne; an eligible refund will not depend on the provider returning funds to us first.

Changes cancellations and weather

Please see the Cancellation and Refund Policy: cancellations at least 24 hours in advance receive a full refund; with less than 24 hours’ notice or a no-show, a refund is not normally available. Date changes depend on availability and written confirmation.

Rain or an unfavorable forecast does not itself mean the tour is canceled. If PrimeOne or the operator cancels before the start because of weather, safety, or another inability to provide the service, you may choose rescheduling at no charge or a full refund. You are not required to accept a credit or an alternative date.

The order of visits may change for operational or safety reasons without substantially reducing the service. A material change requires us to explain its effects and offer the options in the policy; there is no general authorization to remove paid inclusions without a remedy.

Safety and responsibility

Outdoor activities involve risks that should be managed through appropriate information, equipment, and instructions. Participation does not waive claims for breach, negligence, injury, or other legally enforceable responsibilities.

Look after your belongings and report loss or incidents promptly. Responsibility for damage, lost property, or third-party services will be determined by the facts and applicable law; PrimeOne receives no blanket release from liability. External expenses, such as separately purchased flights or accommodation, will be addressed according to any legally applicable responsibility, without a promise of automatic coverage.

Website use and customer support

To help the website work properly, use it only for genuine inquiries and bookings. Do not use it for fraud, bookings with deliberately false information, unauthorized access, or interference. Text, images, and trademarks belong to their respective rights holders; you may view them for personal use and keep your purchase records.

If something did not go as expected, email support@primeone.tours with your booking reference and a short explanation. We will review the matter and look for a solution as soon as possible. Contacting us does not replace a formal notice required by law or pause legal deadlines. You also do not have to complete our support process before contacting an authority.

Governing law language and amendments

Wyoming law and applicable United States federal law will apply where this choice is valid, without excluding mandatory Mexican rules or other consumer protections. You will not be required to litigate exclusively in Wyoming and may contact PROFECO or other competent authorities.

The Spanish and English versions are intended to express the same conditions. We will keep the version accepted at booking and, if there is a discrepancy, apply the interpretation favorable to the consumer. Updates will apply to future bookings and will not change earlier agreements without consent. If a provision is invalid, the remaining terms will continue where legally possible.