TERMS AND CONDITIONS OF USE

This Website is offered to you, THE CUSTOMER, conditioned on your acceptance without modification of our terms, conditions and notices. Your use of this website constitutes your agreement to all such terms, conditions and notices.

If you reside in a country within the European Union, these terms are an agreement between you and MAYAN NATURE INC. Under this agreement, goods and/or services will be delivered by Grupo Xcaret as an agent of MAYAN NATURE INC. as agent of our subsidiary EXPERIENCIAS XCARET WEB S.A.P.I. DE C.V., or through EXPERIENCIAS XCARET PARQUES, S.A.P.I. DE C.V., depending on the type of payment method used for the purchase of the goods and/or services.

If you reside in Mexico, then these terms are an agreement between you and EXPERIENCIAS XCARET WEB S.A.P.I DE C.V. and goods and/or services will be delivered by its affiliate company EXPERIENCIAS XCARET PARQUES, S.A.P.I. DE C.V. directly.

If you reside in any other country other than Mexico or the European Union, then these terms are an agreement between you and NATURAMA TOURS ADVENTURES, S.A.P.I. DE C.V. and goods and/or services will be delivered by its affiliate company EXPERIENCIAS XCARET PARQUES, S.A.P.I. DE C.V. directly.

At all times, the services and products that you acquire, carry the quality guaranteed by Grupo Xcaret.

This website is for personal use and is not intended for commercial use. The content and information on this website (including, without limits, the price and the availability of the services and products), like the infrastructure utilized to provide the mentioned content and information, is property of www.xichen.com.mx, or its affiliates and providers. In this way, it is conditioned that for using this website, you are in agreement to not utilize it or its content or information for any commercial use or non-personal (direct or indirect). While you may be able to create limited copies of its coupons of purchase (and related documents) for travel, product, or service that you acquire through this website, you accept to not modify, copy, distribute, transmit, utilize, recreate, reproduce, post, license or create acts derived from, transfer or sale or resale any information, software, products, or services acquired from this website. Also, whether or not for legal purposes, you oblige to abstain from:

(A) Access, monitor or copy any content or information of this website using any robot, spider, scraper or any other automated process, electronic, digital, remote, satellite or manual for any purpose without explicit written permission through an authorized legal representative of www.xichen.com.mx.

(B) Violate the restrictions in any sector of this website out of limits for robots, spiders, scrapers or circumnavigate any other security measures used to prevent or limit access to this website.

(C) Carry out any action that imposes, or intends to impose, according to the judgment of www.xichen.com.mx, a disproportionate or irrationally heavy burden on the infrastructure of www.xichen.com.mx, or the infrastructure of its affiliated sites.

(D) Carry out 'deeplinks' to any part of this website (including, without limitation, the process of purchasing any product or service) for any reason without explicit written permission through an authorized legal representative of www.xichen.com.mx.

(E) For the request of any additional information you will find the contact details below:

Address: Boulevard Kukulkán, Sección A Etapa 1, Km 8 Lt 5B, Cancún, Quintana Roo, México.

Address: Plaza Pablo Ruiz Picasso, 1 Torre Picasso, Planta 38, Madrid, España.

Address: Carretera Chetumal – Puerto Juárez, Rancho Xcaret, Solidaridad, Quintana Roo, México.

Address: Av. Tulum No 290 Mz 3 Lt 2 Sm 8 Cancún, Benito Juárez, Q. Roo, México C.P. 77500

Address: 1523 E Yandell DR STE D-137, El Paso, Texas, 79902

I. RESERVATIONS FOR TRANSPORTATION SERVICE FERRY BY XCARET: in the case of purchasing reservations for Ferry by Xcaret, these are valid at any of the schedules published on the www.xailing.com website, they are valid for 6 (six) months from the date of reservation at the time of purchase. The coupons for Ferry by Xcaret are not refundable and not subject to changes of date due to the weather guarantee (Section IV), change of date of visit (Section VII), or cancellation policies (Section VI), all the cited sections present in this document. This coupon grants the right to the traveler's insurance, according to article 127 of the Mexican Law of General Ways of Communication and its Regulations. You can carry, presenting this coupon, up to 55 lbs (25 kg) of luggage. This coupon must be presented at all times and shown whenever requested. Service is subject to weather conditions or by the disposition of the port authorities. This coupon is valid for maritime passenger transportation. Access to the Scenic Tower of Cancun is available on the purchase of tickets. You can travel in the vessels named: XCARET, XEL-HÁ, COZUMEL, HOLBOX, CONTOY and CANCÚN, all of Mexican flag.

in case of purchasing an Optional or Dream Activity for any of the parks, please show this coupon at the recreational activities desk inside the park. The activities that do not imply an additional cost at the entrance are not cancellable nor refundable. Take into account that there are restricted activities for people with ear problems, asthma, epilepsy, claustrophobia, hypertension, diabetes, heart conditions, minors who do not meet the minimum age required to perform any or all of the proposed activities, people who suffer from any pre-existing medical condition, as well as for pregnant or suspected pregnant women.

your coupon is valid for one year, from the date of purchase and guarantee against bad weather, which is valid exclusively 24 hours before your visit by calling our customer service center (numbers available at the end of this document). Date changes will not be allowed on the same day of your visit. This validity does not apply to promotions, which may vary according to the characteristics of each one. Please check the specific information of each promotion to confirm its application.

Grupo Xcaret reserves the right to authorize or reject any transaction. At the time of the provision of the service or delivery of the good, they will request the bank card and valid official identification of the cardholder who provided the means of payment, as well as a valid identification of the visitor. We remind you that when paying with American Express, the charge will be made in Mexican Pesos, according to the payment policies and established exchange rate by AMEX (USD to MXN), so the amount may vary; this variation will be reflected in your proof of payment. The purchase will appear on your account statement (card/PayPal) as follows: EXPERIENCIAS XCARET WEB, EXP XCARET WEB, TOURS CANCUN NATURAMA MADRID, PAYPAL BUY SECURE.

reservations canceled more than 2 (two) days before the arrival date are subject to a 10% charge for an administrative fee; from 2 (two) to 0 (zero) calendar days before the arrival date, or in case of non-arrival, they will be non-refundable. Any change in the date of visit may generate an adjustment in prices. Cancellations that apply under the established policies must be through the telephone numbers or email that appear at the end of this coupon. In case you DO NOT USE YOUR COUPON, OR DO NOT SHOW ON THE RESERVED DAY, it will be NON-REFUNDABLE.

once your purchase is made, you can change the visit date within 365 calendar days after the purchase date. To do this, you must contact the telephones available at the end of this document; keep in mind that changes of date will not be allowed on the same day of your visit or 24 hours before, except in case of required to exercise the guarantee against bad weather mentioned in Section III, considering that it is required to establish contact at the numbers indicated in this document 24 hours in advance of the visit. Date changes with transportation are subject to the availability of transportation or product. Prices are subject to change without prior notice.

for the XENOTES TOUR, only children from 6 (six) years old will be admitted. The entrance to the XPLOR, XPLOR FUEGO, XOXIMILCO, and XAVAGE park(s) will only be admitted children from 5 (five) years old.

ATV Xperience activity is available for minors aged 12 and up; minors between 12 and 15 years old cannot drive vehicles but can ride as passengers. Minors aged 16 to 17 may drive as long as they have the required documentation and are accompanied by an adult. All participants must carry their driver’s license or permit during the tour to verify their identity and ensure proper insurance coverage in case it needs to be activated.

To swim with dolphins is required a minimum height of 3.3 ft (1 m). Children under 8 (eight) years old must always be accompanied by an adult who has paid the total price of the activity (both must pay the TOTAL price of the activity).

Children from 5 (five) to 11 (eleven) years old pay 75 % of the adult admission ticket by presenting official identification with a photograph to verify age (this discount does not apply in Optional Activities).

Children from 0 (zero) to 4 (four) years of age enter for free, presenting official photo identification to verify age.

Children taller than 4.5 ft (1.40 m) but under 12 years of age must present an official photo ID to corroborate their age. Children of 12 (twelve) years and older pay adult prices.

The products known as Festival of Life and Death Traditions, Xplor Bravest Race, Xperience Passports, Packages, and Gala Concert, cannot be cancelled nor refundable. Admissions to the Festival of Life and Death are not subject to change of dates, access start at 4:00 p.m., do not include access to the Gala Concert, and areas, services or shows within Xcaret Park that are not part of the activities’ agenda for the Festival of Life and Death Traditions. Admissions to the Gala Concert only, grant access from 9:00 p.m. and do not include the activities of the Festival of Life and Death Traditions.

For the Xperience Passport, there are seven natural days from the first visit to enter all the parks included (one park per day). In the case of packages, there are 15 natural days from the first visit to enjoy the remaining tours (one tour per day). Admission tickets, activities or tours included in your purchase are not redeemable for other tickets, activities or tours. Remember when purchasing an Xperience Passport or Package, you must visit one park per day, and you must wear the same bracelet for each visit.

defined as a product of photos at the parks or pictures by photographers (including recreational activities). The prices are integrated by the number of people (PAX) and the number of parks purchased. If you purchased the 'PHOTO PASS', it will apply only in the Xcaret, Xplor, Xplor Fuego, Xel-Há, Xoximilco, Xenses, Xavage parks and Catamaran by Xcaret, plus the Xenotes Tour. It does not apply for guests at Xcaret Hotels (Hotel Xcaret México and Hotel Xcaret Arte) and Yal-Kú park. The coupon is valid only on the day of the visit and is not cancellable or refundable. It does not include photos of activities with dolphins, Drone photo, Xunset photo, or archaeological sites. If the package includes a visit to the park and an archaeological zone, the photographs will only be at the park. The product is available to purchase at least 24 hours before visiting a park or tour. To make this coupon valid, it is necessary to present it upon arrival at the park in the photography area or at the time of taking the tour transportation.

• For the COUPLES PHOTO PACKAGE product: the photo package includes all the reservations marked in this coupon, considering between 1 (one) and up to a maximum of 2 (two) people.

• For the ONE PARK PHOTO PACKAGE, TWO PARKS PHOTO PACKAGE, THREE PARKS PHOTO PACKAGE, FOUR PARKS PHOTO PACKAGE products: the photo package includes all the reservations marked in this coupon, considering 3 (three) and up to a maximum of 10 (ten) people.

• For the ONE PARK PHOTO DIGITAL PACKAGE, TWO PARKS PHOTO DIGITAL PACKAGE, THREE PARKS PHOTO DIGITAL PACKAGE, FOUR PARKS PHOTO DIGITAL PACKAGE, FIVE PARKS PHOTO DIGITAL PACKAGE products: the photo package includes the reservations you selected for the parks or tours in the purchase, considering the number of passengers and the number of parks contained in their selection.

applies to purchases made with the code PROMOMEX. Applies only to purchases made in Mexican Pesos (MXN currency). Validity of purchase from January 1st, 2025 to December 31st, 2025 . Validity of visit up to one year after the date of purchase. In Xcaret Park, it applies only for tickets without transportation. For the rest of the parks and tours by Grupo Xcaret, it applies to tickets with and without transportation. It does not apply in combinations of 2 (two) or more parks, Xichén Tours for Mexicans, Ferry by Xcaret, Catamarán by Xcaret, Optional Activities, shops, food, beverages, photography, swimming with dolphins, and products that include Dolphin Ride.

Announced discount of up to 19% and 23.5% exclusively applies when buying online or via Contact Center in combination with pre-purchase of 7 (seven) and 21 (twenty-one) calendar days in advance of the visit date in participating products and for purchases made in interest-free monthly payments. At Xcaret Park, a 10% discount applies and it cannot be combined with other discounts or pre-purchases. It does not apply in combination with other promotions or promotional codes, nor for prices for locals, INAPAM (seniors), or Quintana Roo citizens. To make their purchase effective, each visitor must present their official identification of Mexican nationality (INE or passport) at the ticket booths or with the tour guide when visiting their park or taking their tour. Children are required to present identification that corroborates their nationality at the ticket booths or with their tour operator. In case of not proving Mexican nationality, the visitor must cover the corresponding difference on the price without discount or reschedule their visit, depending on the capacity of the corresponding park or tour.

About Total Iké assistance: to consult the benefits of the coverage, inquiries or assistance in case of emergency, please visit the website www.asistenciaiketotal.com, or call the numbers 58 09 41 55 from Mexico City, or 800 000 4155 from within Mexico.

If you wish, you can receive SMS messages from our Marketing team. The number of text messages you receive will vary depending on the campaign. To do so, simply send a text message as follows:

• To receive help in Spanish: “HELPXCARET” to the number '87246'

• To receive help in English: “HELPXCARET” to the number '922738'

• If you wish to stop receiving messages, simply text “STOPXCARET” to the same number.

Participating carriers are: In the United States: AT&T, Sprint, Boost, Virgin, T-Mobile, MetroPCS, and Verizon Wireless. In Mexico: AT&T, Telcel, Movistar, Unefon, Virgin Mobile, Freedompop, Flash Mobile, Weex, Cierto, Maz Tiempo.

T-Mobile is not responsible for delayed or undelivered messages.

Message and data rates may apply for any messages we send to you and that you send to us. If you have any questions about any charges that may apply, please consult your service provider to learn more about your messaging or data plan.

For all questions regarding SMS services provided through this short code, you can call us at 1-855-326-0682 from the U.S. or 998-883-3143 from Mexico.

For any questions or clarifications about your admission to the Park you have chosen or to confirm your transportation service, please contact the following telephone numbers: Mexico (toll-free) 998-883-3143 o 984-206-0038, United States of America and Canada (toll free) 1855-3260-682, UK (toll free) 800-04-89-203, Brazil (toll-free) 0800 892 3371, Argentina (toll-free) 0800-122-0384, Colombia (toll-free) 800-952-0705, Spain (toll-free) 900-965-224, Chile (toll-free) 0-800-835-016, Costa Rica (toll-free) 800-052-1715, Panama (toll-free) 800-052-0524, Ecuador (toll-free) 800-5-931-0227, Peru (toll-free) 0800-000-642; or send an email to servicioalcliente@xcaret.com from Monday to Friday from 8:30 a.m. to 12:00 a.m.; Saturday and Sunday from 7:00 a.m. to 10:00 p.m. EST.