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FAQ`S

TERMS AND CONDITIONS

It is very important that you read the Terms and Conditions carefully before making your reservation at Dolphinaris.

  • To confirm your reservation, it is essential that the cardholder presents the credit or debit card used for the reservation and a government-issued photo ID.
  • Acceptable IDs include: INE, driver’s license, IMSS card, passport, and professional license.
  • Online reservations must be made at least one day in advance.
  • The total amount of your reservation will be charged to your card at the time of booking.
  • Payments made with Visa, MasterCard, and American Express cards: The charge will be processed through the OPENPAY platform.
  • Charges will be in Mexican pesos (MXN). For foreign cards with charges in US dollars, the conversion will be made according to your bank’s exchange rate and will depend on your bank.
  • Your account statement will reflect the charge under the name Dolphinaris.
  • To make any changes, please send your reservation confirmation number and the new date of your visit to [email protected], and our reservations staff will contact you.

Changes or Cancellations

  • No refunds will be applied to reservations with any discount or promotion; the reservation can be changed to any date within the next 6 months.

  • A 10% penalty will be applied for administrative expenses to any refund that is applicable according to the terms and conditions.

  • If changes or modifications are not made within the minimum period indicated, and the guest has not redeemed the reservation, it will be considered a No Show, and the payment made will not be refundable.

  • No refund will be applied for incomplete reservation deposits.

  • Any change or cancellation, where applicable, must be requested via email to [email protected] at least 24 hours before the initial reservation date, and our reservations staff will contact you. Alternatively, call our reservations office at the following numbers:

    MEX Cancún: +52 800 953 21 74 MEX Riviera Maya and Cozumel: +52 (998) 193 33 63 WhatsApp: 998 193 33 63 Toll-Free USA: +1 866 674 58 33 CAN: 1 855 882 6470

Weather Guarantee

If you wish to reschedule your dolphin swim, just call us 24 hours in advance, and we will reschedule your visit. If it does not fit into your vacation plan, the reservation is valid for up to one year from the purchase date.

No Shows

We ask that you arrive at least half an hour before your confirmed swim time; if you do not show up, no part of the amount charged will be refunded.

Persons Requiring Special Assistance

Dolphinaris strives to make our visitors with special needs as comfortable as possible. However, you must contact our reservations staff before making your purchase to explain the type of assistance required and ensure that these needs can be met.

COVID-19 Preventive Actions

Dolphinaris has implemented hygiene precautions and measures according to the prevention recommendations set by the Federal Government, the Ministry of Health, and local authorities. However, it is important to consider that there is an inherent risk of exposure to the virus known as COVID-19 in any public place. It is important to note that COVID-19 is an extremely contagious disease that can cause serious illness, including death. Therefore, by visiting Dolphinaris, you voluntarily and tacitly assume all risks related to exposure to the COVID-19 virus, releasing Tagepa, S.A.PI. de C.V., and its controlling and affiliated companies from any responsibility for contagion.

We invite you to comply with the rules imposed within the park; otherwise, Dolphinaris reserves the right, without any liability, to request the guest’s departure to ensure the health of our guests and staff.

PROMOTIONS

Dolphin swim + VenturaPark Cancún.

Access to VenturaPark Cancún is included* with the purchase of a dolphin swim during the park’s operating hours. *1 Ventura FUN admission per reserved experience at Dolphinaris, does not include transportation to VenturaPark.

Photo Package:

Photos: We offer our professional photography service to treasure your magical memories.

  • Individual Package: Includes 8 digital photos and one printed photo.
  • Group Package: Includes all individual photos and one group photo printed. Group package for up to 8 people per package.

Interest-Free Payments with Participating Credit Cards

Interest-Free Rules:

  • Dolphinaris 12 months interest-free when purchasing with up to 30% discount on the regular price and with minimum purchases of $3000 MXN.
  • Dolphinaris 6 months interest-free when purchasing with up to 30% discount on the regular price and with minimum purchases of $1500 MXN.

Cancellation Policy:

Purchases made with promotions such as discounts or 3×2 are not subject to cancellations; changes of dates can be made, or it can be left open for 12 months.

Pregnant Women:

Without exception, pregnant women are not allowed to participate in swim programs.

Dolphin Swim Discounts for Early Purchase:

  • 40% discount on purchases made at least 15 days in advance.
  • 30% discount on purchases made at least 3 days in advance.
  • 10 USD discount when purchasing online the same day.
  • 3×2: Applies only to online purchases at the Cancún location. Applies to regular prices when purchasing at least one day in advance. Cannot be combined with other promotions, private events, or specials. Applies only to purchases with promocode CUN3X2 on Ocean Secrets, Fintastic, and Friendly admissions.