Despite our policy to provide the utmost in customer satisfaction, quality and safety sometimes unforeseen events happen during your holidays. For this very reason, we have a Refund & Cancellation Policy.
Our policy is clear, concise, and honest.
The information below sets forth the Refund & Cancellation Policy of both online pre-bookings, as well as direct purchase at our store for:
Maple Leaf Scuba, S.A. de C.V.
Benito Juarez #273
Cozumel, Q. Roo
We recommend a separate travel & cancellation insurance from your local insurance company.
This is what we will guarantee!
General Refund Policy
- A full refund will be issued for cancellations received 14 days prior to any trip (snorkeling or diving) or any course excluding course materials;
- If cancellations are made two days prior to any trip or course, 50% of the deposit will be forfeited;
- Cancellations within 48 hours prior to any trip or course will not receive a refund; and
- Cancellations without notice or same day cancellations will not received a refund.
Please note: Cancellations made outside of business hours or on holidays will automatically default to the next business day.
Cancellations by the customer
Maple Leaf Scuba is not responsible for ANY dives cancelled by the customer. Reasons such as illness, seasickness, inability to equalize, ear problems, fear, hangovers, forgotten equipment, dive partner ill, etc are not valid reasons for a refund.
All trips are scheduled as two tank dives unless otherwise specified. Therefore, if you decide to dive only one tank for any reason, a refund will not be issued for the one dive not taken. You are still taking up a space on the boat that could otherwise be used by another diver.
Cancellations due to bad weather
If any dives are cancelled due to weather conditions and/or port closures by the Harbour Master, we will offer to reschedule your missed dives ( based on availability) or issue a full refund.
Cruise Ship customers
If you are coming via a Cruise Ship and the ship does not arrive, or arrives late, you will not be charged. Please note, often times there is a difference between Local time and Ship time. It is your responsibility to ensure you are fully aware of this time difference. If you are late due to a time misunderstanding on your part, a refund will not apply.
Mainland customers arriving in the morning ( customers arriving from Playa del Carmen, Tulum, Cancun, etc )
We ask that all customers arriving from the mainland on the same day as their scheduled excursion or course pay 100% in advance.
Due to the limited space and nature of our business, we do require a 50% deposit to secure your reservation. This deposit can be made online via Paypal or Email transfer.
We charge an additional 5% surcharge when paying with Paypal. For Paypal deposits, Paypal accepts Mastercard/Visa or Discover cards. A Paypal account is not required. You can simply log in as a guest or ask that we send you a request.
If you are in Cozumel when booking your dives and you would prefer to pay with cash, we accept USD or the Mexican peso equivalent.
Email Transfers are only applicable to Canadian customers. We offer the option to make your deposit via Email Transfer using the current exchange rate.
Cruise Ship Customers
Many of our customers coming from a cruise ship meet at Fonatur Marina sometimes due to their arrival time. This makes it difficult for us to receive the remaining balance owing. Because of this difficulty, we ask that all cruise ship customers pay in full when making a reservation with us.
Please understand that we cannot hold spaces indefinitely without a deposit, once we receive your deposit, we will reserve your space.
Loss and Damaged Gear Policy
The rental gear consisting of any of the following items : BCD, regulator, fins, mask, wetsuit, dive light, compass, dive computer, snorkel, GoPro, din adaptor, weights, weight belt, etc is your responsibility.
Please ensure you take the necessary precautions to determine if your equipment is in good working condition. It is your responsibility to ensure a buddy check is conducted on each dive.
Any loss or damage incurred by the customer will lead to a replacement cost on your final invoice. This extra cost will depend on the item lost or damaged. This price list is available in store.
Maple Leaf Scuba is happy to offer special room rates directly to our customers as part of a diving package. We are not an agency and offer this only as a service and therefore we cannot be responsible or interact on any complaint, room preference, overbooking and hotel availability. Please address this directly with the hotel management in question as they can act immediately.
You may cancel or change your prepaid hotel reservation but you will be charged the cancellation or change fee indicated in the rules and restrictions for that specific hotel reservation. We have to follow their policy guidelines. You agree to pay any cancellation or change fees that you incur. In limited cases, some hotels do not permit changes to or cancellations of reservations after they are made, as indicated in the rules and restrictions for the hotel reservation. You agree to abide by the terms and conditions imposed with respect to your prepaid hotel reservations.
For more information on the cancellation and/or policy governing hotels, please see the policies listed under Accommodations.
OUR COMMITMENT TO YOU
Maple Leaf Scuba will do everything possible to resolve any disputes. Please give us a chance to solve any conflict you have by addressing them before you return back home. This gives us the best possible way to serve you and seeing you again in the future.
Thank you for choosing Maple Leaf Scuba.