Terms & Conditions
General Terms
Welcome to Mama Nature Outdoors. By booking or participating in any of our tours and outdoor activities, you agree to the following Terms & Conditions.
1. Bookings and Reservations
All reservations are subject to availability and are confirmed once the required booking information and payment, where applicable, have been received.
Customers are responsible for providing accurate contact information and for reviewing the details of their reservation, including the date, time, meeting point or pickup location, duration, and services included.
2. Cancellation and Refund Policy
Customers may cancel their reservation up to 24 hours before the scheduled start time of the tour and receive a 100% refund.
Cancellations made less than 24 hours before the scheduled start time are non-refundable.
If a customer does not attend the tour or fails to arrive at the designated pickup or meeting point within the applicable waiting period, the reservation will be considered a no-show and will not be refundable.
3. Pickup and Waiting Time
For tours that include transportation or pickup, customers are expected to be ready at the agreed pickup location at the scheduled time.
A 15-minute waiting period is provided for customers to board the vehicle.
If a customer has not arrived or is not ready to board within this 15-minute period, the reservation may be considered a no-show and will not be refundable.
Customers are responsible for allowing sufficient time to reach the designated pickup location.
4. Weather and Safety Conditions
Outdoor activities depend on weather and environmental conditions.
If extreme weather or unsafe conditions make it impossible or unsafe to carry out a scheduled activity, Mama Nature Outdoors may cancel, modify, or reschedule the tour.
When a tour is cancelled due to extreme weather or unsafe conditions, the customer may be offered:
- A rescheduled date;
- A modification or alternative arrangement, when reasonably possible; or
- A refund, when the activity cannot be safely carried out or rescheduled.
Any modification or rescheduling will be coordinated with the customer and will depend on availability and whether the activity can be safely performed by both parties.
Safety will always take priority over completing a scheduled activity.
5. Age Requirements
Minimum age requirements apply to our activities:
- Mountain bike tours: minimum age of 12 years.
- Cenote diving: minimum age of 15 years.
Minors must always be accompanied by an adult family member or responsible adult who assumes responsibility for the minor during the activity.
Mama Nature Outdoors reserves the right to request proof of age when necessary.
6. Equipment
Mama Nature Outdoors provides the equipment required for the activities, depending on the tour.
Depending on the activity, this may include:
- Mountain bikes;
- Helmets;
- Lights;
- Diving equipment; and
- Other equipment necessary for the scheduled activity.
Customers are expected to use all equipment responsibly and follow the instructions provided by the guide.
Customers may be held responsible for the loss of or damage to equipment resulting from intentional misuse, negligence, or failure to follow the safety and equipment-use instructions provided by Mama Nature Outdoors. In such cases, the customer may be required to pay the reasonable cost of repair or replacement of the equipment.
7. Safety and Participation
Mountain biking, cenote activities, and diving are outdoor activities that involve inherent risks, including uneven terrain, natural environments, water-related hazards, and other risks associated with physical activity.
Before participating in an activity, customers are required to complete and sign the applicable Liability Waiver / Release Form and follow all safety instructions provided by Mama Nature Outdoors and its guides.
Participation may be refused or an activity may be modified or discontinued if a guide reasonably determines that a participant's condition, behavior, equipment, or circumstances create a safety risk to the participant or others.
The safety instructions of the guide must be followed at all times.
8. Diving Activities
Cenote diving is subject to applicable safety requirements and the participant's qualifications and experience.
Participants must provide accurate information regarding their diving experience, certification, and relevant circumstances that may affect their ability to participate safely.
The guide or dive professional may modify, postpone, or discontinue a dive when conditions or the participant's circumstances make the activity unsafe.
9. Customer Responsibilities
Customers agree to:
- Provide accurate information when making a reservation;
- Arrive at the agreed pickup or meeting point on time;
- Follow the instructions of the guide;
- Use the provided equipment appropriately;
- Respect the natural environment and local communities;
- Inform Mama Nature Outdoors of any relevant limitation or circumstance that may affect their safe participation; and
- Behave respectfully toward guides, staff, other participants, wildlife, and the environment.
10. Environmental Responsibility
Mama Nature Outdoors is committed to responsible ecotourism and the protection of the natural environments in which our activities take place.
Customers are expected to follow environmental guidelines, avoid damaging natural formations or wildlife, and take all personal waste with them or dispose of it in designated areas.
11. Changes to an Activity
Mama Nature Outdoors may modify the route, schedule, meeting point, or specific elements of an activity when necessary for safety, weather, environmental conditions, operational reasons, or other circumstances beyond reasonable control.
When a significant change affects the nature of the service, Mama Nature Outdoors will communicate the change to the customer as soon as reasonably possible.
12. Personal Belongings
Customers are responsible for their personal belongings during tours and transportation.
Mama Nature Outdoors is not responsible for lost, stolen, or damaged personal items except where responsibility is established under applicable law.
13. Payments and Prices
Prices, included services, tour duration, and applicable payment conditions will be communicated at the time of booking.
Customers are responsible for reviewing the booking details before completing their reservation.
14. Compliance with Applicable Law
These Terms & Conditions are intended to be interpreted in accordance with the applicable laws and regulations of Mexico and the State of Quintana Roo.
Nothing in these Terms & Conditions is intended to limit or waive any consumer right or legal protection that cannot lawfully be excluded or waived.
15. Contact
For questions regarding reservations, cancellations, tours, or these Terms & Conditions, please contact:
Mama Nature Outdoors
Playa del Carmen, Quintana Roo, Mexico
WhatsApp: +52 984 232 0171
Last updated: September 2026