privacy policy

Diving (snorkeling) trips and certification courses may be cancelled or rescheduled due to the weather conditions or technical issues that are not suitable for marine sports activities, such as high waves and strong winds. Dive sites are picked daily based on weather and sea conditions, your safety and the safety of our staff is paramount in our operation. If your requested dive site is unavailable due to weather we will do our best to find a suitable alternative for you. Our diving instructors / dive masters / boat captain make decision about the selection of the dive sites and/or cancellation of the diving trips. In making decisions, we regard yours and our own safety as the most important.

When the waves are or become bigger than 1.5m, we may cancel our boat trips or return to our station.

Alternative Training Locations Due to Weather

•Confined Water Training: If weather conditions prevent us from conducting training in calm, shallow ocean waters, we may use a pool or a natural cenote specifically designed for diving training. If necessary, we’ll transport participants to these sheltered locations in our minibus.

•Open Water Training: Should sea conditions be unsuitable for open water dives, we will reschedule or relocate your training dives to these alternative sites.

•Additional Fees: Please note that using an alternative location may incur an extra fee to cover transportation or facility usage.

This policy ensures that your training can proceed safely and comfortably, with flexibility to adapt to changing weather conditions. Thank you for your understanding.

Cancellation and Refund Policies

1. Weather and Port Conditions

•Full Refund: If the port is closed by the harbor master due to weather or safety conditions, we offer a 100% refund for any booked services.

•Dive Sites: Our team selects dive sites based on daily weather and ocean conditions to ensure safety. If your requested dive site is unavailable, we’ll arrange an alternative location. However, if an alternative is provided, no refunds will be issued.

•In-journey Changes: If we cannot reach the designated dive site during the journey due to weather or mechanical reasons, we will select another dive location. No refunds will be provided as long as an alternative dive site is offered.

2. Certification Course Cancellations

•Full Refund: For cancellations made 5 days before the course start date, a full refund is issued minus administrative, material, and instructor fees.

The refund for the course will deduct the cost of any materials provided to the student, such as books or e-learning, at the official price listed on PADI’s website. Any discounts applied to the payment will not be considered for the refund.

•Administrative Fees: If payment was made via wire transfer (e.g., Zelle, wise etc.), a 16% fee will be deducted; an additional 5% fee applies for payments made by credit card.

Instructor Fee Policy:

If your cancellation occurs more than 20 days  after get your e-learning codes , an additional 6% fee will be applied to cover the work of our instructors in supporting your online learning.

This fee will be added to the standard tax deductions. The refund will be processed after applying this additional 6% deduction.

•Late Cancellations: Cancellations within 5 days of the course start date are non-refundable.

•During Course Cancellations: If the course is canceled after it has already begun, no refund will be issued for the course or any associated package. For instance, if a participant does not complete Day 2 of the course, they may receive only a Scuba Diver certification (if requirements are met up to that point), but no refunds will be provided, regardless of partial certification status or uncompleted course components.

3. No-show Policy

•Non-Refundable: Bookings are non-refundable if you do not show up on the day of the activity.

4. Last-Minute Cancellations

•Same-Day Cancellations: If you book an activity one day before the start date and decide to cancel, you must do so by 4:00 pm (Cancun time) on the booking day. No refunds will be issued for cancellations made after this time.

5. Open-Ended Booking Dates

•If a booking is made without specifying a date, we will automatically assign the next day as the activity date. Standard cancellation policies will apply to this assigned date.

6. Additional Fees for Refunds

Refunds will be issued in Mexican pesos at the exchange rate on the refund date. The exchange rate will be based on the “San Jorge Casa de Cambio” rate, a local company operating in the state of Quintana Roo. The rate applied will correspond to the purchase value and is subject to the following deductions:

•16% Administrative Fee: Applies to payments made by wire transfer, Zelle, wise.  Etc 

• 5% Credit Card Processing Fee: Applies to payments made online by credit card, in addition to the 16% VAT. This means that any payment made by card will incur a 21% deduction from the total amount.

If our bank account needs to be funded to process the refund, you would need to wait approximately 15 to 20 days until the account is fully funded. Alternatively, we can provide the refund in cash and deliver it directly to the lobby of your hotel. Please let us know which option works best for you.

Instructor and Material Fee Policy:

If your cancellation occurs more than 20 days  after receive  your e-learning codes, an additional 6% fee will be applied to cover the work of our instructors in supporting your online learning. Additionally, any provided materials (e.g., e-learning, books) will be deducted at their full price as listed on the official PADI website.

These charges will be added to the standard tax deductions and reflected in the final refund calculation.

7. No Refund for Last-Minute Cancellations or Medical Issues

•Cancellations made less than 72 hours before the scheduled activity time or cancellations on the day of the activity are non-refundable, regardless of the reason, including medical issues.

This policy ensures a clear and fair understanding of our refund process, emphasizing safety and clarity on non-refundable scenarios. Thank you for choosing us for your diving experience!

Any lost or broken item belonging to Deep Life Diving will be charged full price.

With prepaid deposits that follow these aforementioned rules, the deposit will be fully refunded with the exception of the fees of 16% or 20%.

Invoices and any materials purchased, such as course books, are not refunded.

Certification Course Policies: Performance and Completion

•Refunds for Dropping the Course: If you choose to drop the course before it begins, your refund will follow the policies outlined above. Once the course starts, cancellations are non-refundable.

•Training Fee, Not Certification: When you pay for a course, you are paying for the training, not for guaranteed certification. Certification is earned by meeting the course requirements, which means that it is possible to not pass a course. If a student does not pass the course, no refund will be issued based on performance.

•Certification Requirements: Certification is awarded based on skill demonstration, comfort level in the water, overall dive skills, and scores on written exams and quizzes. If you cannot demonstrate the required skills or fail to follow the instructor’s directions, certification may not be awarded.

•Instructor’s Assessment: The instructor will assess whether you meet the requirements for certification. If you disagree with the evaluation, you may request a reevaluation by the training Director or another instructor.

•Non-Certification Protocol: For students who do not meet certification requirements, we will provide a  explanation detailing the areas that did not meet the standard. Additionally, students will receive a referral form that outlines the skills, dives, and theoretical parts they successfully completed.

This section clarifies that meeting certification requirements is the student’s responsibility, and that refunds are not issued based on performance. We aim to support all students in their training while upholding our standards for certification.

Thank you for your understanding and commitment to excellence in your diving journey!