Terms & Conditions

A reservation is considered confirmed when:

1. The customer provides the information reasonably required to process the reservation;
2. The required deposit or full payment has been successfully processed; and
3. Vallarta Roots provides confirmation of the reservation.

Availability may vary according to the tour, date, departure time, number of participants, transportation capacity, season and operational conditions.

Customers are responsible for reviewing their reservation confirmation and promptly notifying Vallarta Roots of any errors or discrepancies.

Customers must provide accurate and complete information when making a reservation.

Depending on the selected experience, Vallarta Roots may reasonably request:

• Full name;
• Contact information;
• Number of participants;
• Pickup or meeting information;
• Age of participants when relevant;
• Mobility or accessibility requirements; and
• Other information reasonably necessary to provide the contracted service safely and effectively.

Providing materially inaccurate or incomplete information may affect Vallarta Roots’ ability to provide the service.

Prices for Vallarta Roots tours and experiences may be displayed and advertised in United States Dollars (USD) for the convenience of international customers.

However, Vallarta Roots operates in Mexico and payments are processed and charged in Mexican Pesos (MXN).

Before completing payment, the customer will be informed of or shown the applicable amount to be charged in MXN.

The total amount payable, including applicable taxes and mandatory charges, will be disclosed before the transaction is completed.

Vallarta Roots will not impose undisclosed mandatory charges after a reservation has been confirmed.

Prices and availability may change for future reservations. Changes will not retroactively modify the price of a confirmed and paid reservation, except where the customer requests a modification that changes the service or applicable price.

Although prices may be displayed in United States Dollars (USD), all Vallarta Roots payments are ultimately processed in Mexican Pesos (MXN).

The USD price displayed on the website, booking page, quotation or other Vallarta Roots sales channel will be converted to MXN using the exchange rate applicable to the transaction at the time payment is processed.

Because currency exchange rates fluctuate, the MXN amount payable may vary between the date a customer views or receives a USD price and the date payment is completed.

The applicable MXN amount will be disclosed before the customer authorizes payment.

Once payment has been successfully processed, subsequent exchange-rate fluctuations will not change the amount of that completed transaction.

Foreign-Issued Cards

When a customer uses a card issued outside Mexico, their bank or card issuer may independently:

• Convert the MXN transaction into the currency of the customer’s account;
• Apply its own exchange rate;
• Apply foreign or international transaction fees; or
• Apply other charges established under the customer’s agreement with their financial institution.

These conversions, exchange rates and financial charges are established independently by the customer’s financial institution and are not determined or controlled by Vallarta Roots.

Consequently, the final amount appearing on a customer’s bank or credit card statement may differ from the USD price displayed by Vallarta Roots.

Payment may be required in full or as a deposit, depending on the booking conditions disclosed for the selected experience.

Card and eligible electronic payments are processed through Clip, operated by Payclip, S. de R.L. de C.V.

The amount submitted for payment through Clip will be denominated in Mexican Pesos (MXN) even when the experience was originally advertised or quoted in USD.

The applicable MXN amount will be disclosed before payment authorization.

Depending on availability, payment methods may include:

• Credit cards;
• Debit cards;
• Clip payment terminals;
• Clip payment links;
• Clip Checkout;
• Contactless payments;
• QR payments; and
• Other payment methods enabled through Clip.

Availability of a particular payment method may vary.

Clip acts as an independent payment-processing provider.

Payments processed through Clip may also be subject to Clip’s applicable payment-processing terms, security procedures and authorization requirements, as well as the applicable requirements of the customer’s card issuer and payment network.

The use of Clip does not replace Vallarta Roots as the provider responsible for the Vallarta Roots tourism service purchased by the customer.

Questions or complaints concerning the reservation, tour, cancellation or performance of a Vallarta Roots service should be directed to Vallarta Roots.

Submitting payment information does not guarantee that a transaction will be approved.

Payment is considered successfully completed when the applicable payment system authorizes the transaction and Vallarta Roots receives confirmation of the approved payment.

Transactions may be declined or require additional verification by Clip, a payment network or the customer’s financial institution.

If payment is declined, the reservation may remain pending or unconfirmed until valid payment is successfully completed.

Vallarta Roots is not responsible for a customer’s bank or card issuer declining a transaction.

Payments made through Clip are processed using Clip’s payment infrastructure.

Vallarta Roots will not request a customer’s complete card number, CVV, PIN, online banking password or authentication code through ordinary email, telephone calls, social media messages or messaging applications.

Customers should only make payments through payment methods or payment links communicated through official Vallarta Roots channels.

Customers who suspect that a payment request may be fraudulent should contact Vallarta Roots before completing payment.

Certain cards may qualify for installment or promotional payment options when made available through Clip.

Eligibility, participating banks, installment periods, financing conditions and authorization are determined by Clip and/or the applicable issuing financial institution.

Selecting an installment payment method does not modify the Vallarta Roots cancellation or refund policy.

Following successful payment, the customer may receive a payment receipt and/or reservation confirmation.

Customers should verify:

• Amount charged;
• Currency;
• Selected experience;
• Reservation date;
• Number of participants; and
• Other relevant booking information.

Any discrepancy should be reported promptly.

A payment receipt confirms the payment transaction but does not replace a CFDI or other tax document where a separate tax invoice is applicable.

Customers who believe they have been incorrectly charged or charged more than once for the same transaction should contact Vallarta Roots promptly.

Vallarta Roots will investigate the transaction.

If an incorrect or duplicate charge attributable to Vallarta Roots is confirmed, appropriate steps will be taken to cancel, correct or refund the applicable transaction according to applicable law and payment-processing requirements.

Unless a particular experience clearly establishes different cancellation conditions before the purchase is completed, the following standard policy applies:

More than 48 hours before the scheduled experience

100% refund of the amount paid.

Between 24 and 48 hours before the scheduled experience

50% refund of the amount paid.

Less than 24 hours before the scheduled experience

Non-refundable.

No-show

Non-refundable.

Where mandatory Mexican consumer protection law grants the consumer additional cancellation, revocation, reimbursement, compensation or other rights, those statutory rights will prevail.

Refund eligibility is determined by the cancellation policy applicable to the reservation and applicable Mexican consumer protection law.

For eligible card transactions originally processed through Clip:

• The refund will correspond to the applicable original transaction;
• The refund will be processed to the same card used for the original payment;
• Card transactions will not be refunded in cash; and
• The refund will not exceed the applicable amount of the original transaction.

Processing a refund does not mean that the funds will immediately appear in the customer’s account.

Processing and posting times may depend on Clip, the payment network, the card issuer and the customer’s financial institution.

Vallarta Roots will provide reasonable assistance and transaction information where necessary to trace an approved refund.

Because Vallarta Roots transactions are processed in Mexican Pesos (MXN), approved refunds will be based on the applicable MXN amount of the original transaction.

For example, where a reservation qualifies for a 100% refund, Vallarta Roots will refund the corresponding MXN amount originally paid through the applicable transaction.

For a partial refund, the applicable percentage will be calculated based on the eligible MXN transaction amount.

Vallarta Roots cannot guarantee that the amount ultimately credited by a foreign card issuer will equal the USD equivalent originally displayed to the customer.

Differences may occur due to:

• Currency exchange-rate fluctuations between the purchase and refund dates;
• Exchange rates used by the customer’s financial institution;
• Foreign transaction fees;
• Currency conversion charges; or
• Other charges or adjustments independently applied by financial institutions.

Exchange-rate differences and third-party financial charges outside Vallarta Roots’ control do not constitute an additional charge or withholding by Vallarta Roots.

Nothing in this section limits any consumer right or reimbursement legally required under applicable Mexican law.

Where technically available through Clip, a payment transaction may be cancelled through the payment platform on the same calendar day it was processed.

A payment cancellation is different from cancellation of the underlying tour or reservation.

If the payment transaction can no longer be cancelled through the payment processor, an eligible reimbursement may instead be processed as a refund.

Clip may establish operational procedures and processing periods for merchant-initiated refunds and payment adjustments.

Such payment-processing procedures do not eliminate or restrict mandatory consumer rights under applicable Mexican law.

Where a legally required remedy cannot be processed through the payment platform’s ordinary refund mechanism, Vallarta Roots will address the matter through an appropriate lawful method.

A chargeback is a payment dispute initiated by a cardholder through their financial institution.

Customers who believe a transaction is incorrect or that a contracted service has not been properly provided are encouraged to contact Vallarta Roots so the matter can be investigated promptly.

This does not restrict the customer’s right to contact their financial institution, PROFECO or another competent authority.

When a chargeback or payment dispute occurs, Vallarta Roots may provide Clip, acquiring institutions, payment networks or issuing banks with documentation reasonably necessary to demonstrate the legitimacy of the transaction, including:

• Reservation confirmation;
• Transaction records;
• Description of the purchased service;
• Date and time of service;
• Customer communications;
• Cancellation or modification records;
• Applicable booking conditions; and
• Evidence that the service was provided or made available.

Personal information used for this purpose will be handled in accordance with applicable privacy and data-protection requirements.

Transactions may be subject to authentication, fraud detection and security verification.

Vallarta Roots, Clip or the applicable financial institution may request reasonable additional verification when necessary to confirm that a transaction is authorized.

A transaction may be declined, suspended or subject to additional verification where reasonably required by the payment processor, payment network, financial institution or applicable law.

Such measures will not be used to arbitrarily deny a service that has been validly purchased and paid for.

Requests to modify an existing reservation are subject to availability.

Modifications may include changes to:

• Date;
• Time;
• Pickup location;
• Number of participants;
• Selected experience; or
• Optional services.

Any additional price resulting from a customer-requested modification will be communicated before the change is confirmed.

A requested modification is not confirmed until Vallarta Roots communicates its acceptance.

Customers are responsible for arriving at the confirmed meeting or pickup location at the specified time.

Vallarta Roots will make reasonable efforts to accommodate minor delays when operationally possible.

However, tours cannot always be delayed because doing so may affect other customers, reservations, transportation arrangements, attraction schedules or safety.

If a customer arrives after an experience has departed or participation can no longer reasonably be accommodated, the reservation may be considered a no-show.

No-shows are non-refundable, except where otherwise required by applicable law.

Vallarta Roots may cancel, postpone or materially modify an experience when circumstances make its operation impossible, unsafe or unreasonable.

Such circumstances may include:

• Severe weather;
• Dangerous sea conditions;
• Road closures;
• Natural disasters;
• Government restrictions;
• Transportation disruptions;
• Safety concerns; or
• Other circumstances beyond reasonable operational control.

If Vallarta Roots cancels an experience and the contracted service cannot be provided, the customer will be offered an appropriate remedy according to the circumstances, which may include rescheduling or a refund.

Nothing in this section restricts remedies otherwise available to consumers under applicable Mexican law.

Puerto Vallarta and surrounding destinations are subject to changing weather and environmental conditions.

Rain, cloudy weather or similar conditions alone do not necessarily result in cancellation.

Vallarta Roots will determine whether an experience can reasonably and safely operate based on relevant conditions.

Safety-related decisions may take into consideration official warnings, road conditions, maritime conditions and information from authorities or participating service providers.

Vallarta Roots may reasonably modify the sequence, route, stops or timing of an experience due to:

• Weather;
• Traffic;
• Road or attraction closures;
• Crowd conditions;
• Safety considerations;
• Availability; or
• Other reasonable operational circumstances.

Minor itinerary modifications that do not materially alter the nature or value of the purchased experience do not automatically constitute cancellation.

If a modification materially changes the purchased service, Vallarta Roots will communicate the available alternatives to the customer in accordance with applicable law.

Guests must follow reasonable safety instructions provided by Vallarta Roots guides, drivers and authorized personnel.

Depending on the selected experience, activities may involve:

• Walking;
• Uneven terrain;
• Boats;
• Swimming;
• Outdoor environments;
• Heat and sun exposure;
• Natural environments; or
• Other physical activity.

Relevant participation requirements or material restrictions will be disclosed when applicable.

Customers should inform Vallarta Roots in advance of accessibility or mobility requirements that may affect participation so that available reasonable accommodations or alternatives can be evaluated.

Vallarta Roots may refuse or discontinue participation when a person’s behavior creates a reasonable safety risk to themselves, other guests, staff, property or local communities.

Examples include:

• Threatening or violent behavior;
• Serious harassment;
• Deliberate disregard of safety instructions;
• Dangerous intoxication;
• Intentional damage to property; or
• Conduct that materially prevents the safe operation of the experience.

Any action taken under this section will be proportionate to the circumstances and subject to applicable consumer law.

Where alcoholic beverages or tastings are included or available during an experience, alcohol will only be provided to persons legally permitted to consume it under applicable law.

Vallarta Roots and participating establishments reserve the right to refuse alcohol service when reasonably necessary for safety or legal compliance.

A parent, legal guardian or responsible adult must make or authorize reservations involving minors where required.

Certain experiences may have minimum age, height, safety or supervision requirements.

Material restrictions applicable to minors will be communicated as part of the relevant experience information.

Some Vallarta Roots experiences may involve services provided by restaurants, attractions, boats, transportation providers, venues, distilleries or other independent third parties.

Where a third-party service forms part of the package or service sold by Vallarta Roots, the consumer retains applicable rights concerning the contracted Vallarta Roots service.

Services purchased independently and directly by the customer from another provider are subject to that provider’s own terms and conditions.

Guests are responsible for taking reasonable care of their personal belongings.

Vallarta Roots is not responsible for loss or damage caused exclusively by the customer’s negligence or circumstances not attributable to Vallarta Roots.

Nothing in this provision excludes or limits liability where doing so would be prohibited by applicable law.

Photos or videos may occasionally be captured during Vallarta Roots experiences.

When identifiable images are intended for advertising, marketing or promotional use, Vallarta Roots will respect applicable consent and privacy requirements.

Guests may notify Vallarta Roots if they do not wish to participate in promotional photography or recording.

Personal information collected in connection with reservations, payments and customer-service requests will be handled according to the applicable Vallarta Roots Privacy Notice and Mexican data-protection legislation.

Personal information may be used as reasonably necessary to:

• Process reservations;
• Provide contracted services;
• Communicate with customers;
• Process payments;
• Address customer-service requests;
• Prevent fraud;
• Handle payment disputes; and
• Comply with applicable legal obligations.

Information will not be sold to unauthorized third parties.

Customers booking through the Vallarta Roots website or another electronic channel will be provided relevant information regarding the selected service before completing the transaction.

Such information may include:

• Description of the experience;
• Displayed USD price;
• Applicable MXN payment amount;
• Applicable taxes and mandatory charges;
• Date and availability;
• Payment method;
• Material restrictions;
• Cancellation conditions; and
• Contact information.

Customers will have the opportunity to review relevant transaction information before authorizing payment.

Customers authorize Vallarta Roots to use the contact information provided during booking for communications reasonably necessary to administer the reservation.

These communications may include:

• Reservation confirmations;
• Payment confirmations;
• Pickup information;
• Schedule changes;
• Weather or safety information;
• Cancellation notices; and
• Customer-service communications.

Marketing communications will be handled separately where consent is required by applicable law.

Promotions, discounts, coupons and special offers may be subject to:

• Availability;
• Validity periods;
• Specific experiences;
• Eligible travel or booking dates;
• Promotional codes; and
• Other clearly disclosed conditions.

Material restrictions applicable to an offer will be disclosed in connection with that promotion.

Confirmed promotions will be honored according to their advertised conditions and applicable consumer protection law.

Each experience description will identify the material services included in the applicable price.

Depending on the selected experience, inclusions may include:

• Transportation;
• Admission fees;
• Guide services;
• Meals;
• Beverages;
• Tastings; or
• Other expressly identified services.

Customers should review the applicable experience description before completing a purchase.

Unless expressly identified as included, the price does not include:

• Personal expenses;
• Optional purchases;
• Additional food or beverages;
• Gratuities;
• Independently purchased activities;
• Travel insurance; or
• Services not identified as included in the selected experience.

Customers may choose to obtain travel, accident, medical or cancellation insurance appropriate to their individual circumstances.

Insurance independently purchased by a customer constitutes a separate agreement between the customer and the applicable insurance provider.

Events outside Vallarta Roots’ reasonable control may affect the operation of an experience.

Such circumstances may include:

• Natural disasters;
• Hurricanes or severe weather;
• Government actions;
• Civil emergencies;
• Strikes;
• Transportation disruptions;
• Public-health measures; or
• Similar extraordinary events.

Where such circumstances occur, Vallarta Roots will communicate available alternatives and apply applicable consumer rights according to the circumstances.

This provision does not eliminate any statutory consumer remedy that cannot legally be waived.

Vallarta Roots is responsible for providing its contracted services according to the conditions offered and applicable Mexican law.

Nothing in these Terms excludes, limits or attempts to waive liability or consumer rights where such exclusion or limitation is prohibited by law.

Customers remain responsible for damage or loss directly caused by their own unlawful, intentional or negligent conduct, subject to applicable law.

Vallarta Roots recognizes the rights granted to consumers under the Ley Federal de Protección al Consumidor (LFPC) and other applicable Mexican legislation.

Nothing in these Terms is intended to:

• Waive a mandatory consumer right;
• Impose disproportionate or abusive obligations;
• Prevent a consumer from filing a legitimate complaint;
• Prevent a consumer from contacting PROFECO;
• Eliminate a refund, reimbursement or compensation legally owed to a consumer; or
• Exclude liability where exclusion is prohibited by law.

If any provision of these Terms conflicts with a mandatory consumer protection provision, the applicable legal provision will prevail.

Consumers who believe their rights have not been respected may seek assistance from the Procuraduría Federal del Consumidor (PROFECO) through the official channels provided by that authority.

Vallarta Roots encourages customers to contact us directly when possible so that questions, complaints, cancellations, refunds or payment issues can be reviewed promptly.

Contacting Vallarta Roots first is not a requirement or prerequisite for exercising a consumer’s rights before PROFECO or another competent authority.

Questions or requests concerning reservations, payments, modifications, cancellations, refunds or other customer-service matters should be submitted through an official Vallarta Roots communication channel.

Customers should provide sufficient information to identify the reservation, including where applicable:

• Customer name;
• Reservation number;
• Experience;
• Reservation date;
• Description of the request; and
• Relevant payment information, excluding sensitive card credentials.

Vallarta Roots will make reasonable efforts to review and respond to customer requests promptly.

These Terms and Conditions are governed by the applicable laws of the United Mexican States.

Consumer disputes will be addressed in accordance with the jurisdiction, procedures and consumer-protection mechanisms established by applicable Mexican law.

Nothing contained in these Terms restricts the consumer’s right to seek assistance from PROFECO or another competent authority.

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the extent legally permissible.

The remaining provisions will continue to apply to the extent permitted by law.

Vallarta Roots may update these Terms and Conditions to reflect changes in services, payment methods, operational practices or applicable legislation.

The version applicable to a confirmed reservation will generally be the version communicated or available when the reservation was completed, unless a subsequent modification is required by law or provides greater protection to the consumer.

Changes will not be applied retroactively to eliminate or reduce rights already acquired by a consumer.

Vallarta Roots Puerto Vallarta, Jalisco, Mexico

For reservations, payment questions, modifications, cancellations, refund requests or customer service, customers may use the official contact information published on the Vallarta Roots website.