Terms and Conditions of our services

TourMate Mexico – Terms and Conditions

By booking or purchasing any of our tours, services, or products—whether through our website, third-party marketplaces, or other platforms—you (“the client” or “the customer”) agree to the following Terms and Conditions. These terms constitute a legally binding agreement between you and TourMate Mexico ("we", "us", or "our").

1. Service Providers and Company Representatives

TourMate Mexico offers and organizes tourism experiences, some of which may be operated directly by us and others by independent third-party service providers. In the case of third-party services:

• TourMate Mexico acts solely as an intermediary and disclaims all responsibility for any incidents, injuries, damages, or issues that may arise during or as a result of those services.

• All third-party providers must provide a signed liability waiver (responsiva), accepting full responsibility for their services and any risks involved.

• Additionally, TourMate Mexico works with independent guides and operators under service provision contracts. These representatives are required to carry the appropriate insurance policies as outlined in their contracts. If they fail to comply with these requirements or violate the terms of their contract, they assume full and exclusive liability for any issues, claims, or legal matters that may arise from their actions or omissions.

2. Acceptance of Terms

By purchasing or booking any tour or product via our website, physical locations, or any third-party platform, you automatically accept these Terms and Conditions. For purchases made on our website, the link to these terms is always accessible during the checkout process.

3. Additional Time Requests

Clients may request additional time during the tour for extra activities, subject to the guide's availability.

• Any additional time will be charged according to the rates listed under “Add-ons or Extras” in the product description.

• All changes must be agreed upon directly with the corresponding TourMate Mexico representative (i.e., your assigned guide) at the time of the request.

4. Cancellation and Refund Policy

Cancellation policies are determined by the specific product purchased. These policies are clearly visible on the platform or website where the booking was made. For bookings made through our own website, the cancellation policy can be reviewed during checkout along with a link to these full Terms and Conditions.
Once a tour has started, if it must be suspended due to force majeure (e.g., extreme weather, road closures, political unrest), a 50% refund will be issued only if the product originally included a refund policy. No refunds will be issued for non-refundable products or tours that explicitly state a no-refund condition.

5. Cash Discount Policy

Some products or extras may offer a discount for cash payment on the day of the tour. To check if a product qualifies, please review the product details or contact TourMate Mexico directly.

6. Tour Vehicles and Equipment

Clients are expected to handle all vehicles and equipment with care and respect.

• Any damage, loss, or misuse caused by the client will incur repair or replacement costs that will be charged directly to the client.

• Our vehicles are equipped with insurance policies specifically designed for tourism-related transportation services, covering transportation only and not general travel insurance.

7. Waiting Time & Tolerance Policy

• If the client does not notify TourMate Mexico or the assigned guide of any delay, a maximum waiting period of 25 minutes from the agreed pickup time will be observed. After this period, the guide or operator may leave, and the client will forfeit the tour without refund.

• If the client does notify us or the guide but arrives more than 15 minutes after the agreed pickup time, the excess waiting time will be deducted from the total tour duration. If no notice was given in advance, extra charges may apply to compensate for the guide’s time.

• Any changes to pickup time must be made on the previous day of the tour, during our business hours, which can be found on our Google Business Profile. Requests made outside this time frame are subject to the guide’s availability and location.

8. Limitation of Liability

• TourMate Mexico is not responsible for any accident, illness, injury, loss, theft, or additional expenses resulting from the tour or related activities.

• Clients are responsible for having appropriate travel insurance to cover any medical needs, cancellations, or emergencies.

• Participation is entirely at the client’s own risk. Clients must ensure they are physically and medically fit for the tour they book.

9. Client Responsibilities and Tour Suspension

Clients are expected to behave in a respectful and cooperative manner. The guide, driver, or any authorized representative of TourMate Mexico reserves the right to suspend or terminate the tour at any time, without refund, if the client:

• Acts in a way that endangers the safety or well-being of themselves or others.

• Shows disrespect, aggression, or offensive behavior towards the guide or staff.

• Violates local laws or regulations.

• Interferes with the normal operation of the tour.

10. Force Majeure

TourMate Mexico shall not be held liable for any delays, changes, or cancellations caused by unforeseen and uncontrollable events, including but not limited to:

• Natural disasters

• Extreme weather

• Road closures

• Government restrictions

• Public protests or demonstrations

• Traffic congestion

• Acts of terrorism

• Civil unrest

• Pandemics or health emergencies

11. Minors Traveling Alone

Minors (under 18 years of age, as per Mexican law) must be accompanied by a legal guardian or an authorized adult. A signed written authorization (responsiva) from a parent or legal guardian is required. Without it, the minor will not be permitted to join the tour.

12. Image Use Consent

By booking a tour or service with TourMate Mexico, clients grant us permission to use any photos, videos, or visual content in which they appear for promotional or marketing purposes, including but not limited to use on social media, websites, printed materials, and advertisements.
If a client does not wish to appear in any content, they must notify us at any time via WhatsApp or email. Upon receiving such a request, we will respect their decision and ensure their image is not used or will be removed from any promotional material.
Clients acknowledge that if they do not submit such a request through the specified channels, they waive any right to take legal action or claim compensation for the use of their image in our promotional content.

13. Personal Data Usage

TourMate Mexico collects and processes personal data solely for the purpose of delivering the services requested by the client. This data may include, but is not limited to: names, contact information, pickup locations, passport or ID details (when required), and preferences relevant to the booked experience.
We commit to the following principles regarding your personal data:

• Purpose limitation: Your data will only be used to manage and operate the services you have requested, including communication before, during, and after the tour.

• No third-party use: We do not sell, rent, or share your personal data with third parties for marketing or unrelated purposes.

• Data protection: Reasonable administrative and technical measures are in place to safeguard your data against loss, misuse, or unauthorized access.

• Client rights: You may request access, correction, or deletion of your personal data at any time by contacting us via our official email or WhatsApp.

By booking with TourMate Mexico, you consent to the processing of your personal data as described in this section, solely for the execution of the services contracted.