1. Reservations and Payments: All experiences must be paid for through our official booking engine (Amelia) or authorized payment methods. The booking is confirmed only after we receive proof of payment via email and/or validate the payment on our banking platforms.
2. Tolerance and No-Show Policy:
Tolerance: We have a maximum waiting time of 10 minutes. After this time, the trajinera will begin its journey so as not to affect other attendees, and the service will be considered rendered.
No-Show: Unscheduled absences are non-refundable.
3. Cancellations and Rescheduling:
Cancellations made more than 48 hours in advance: 100% refund or free rescheduling.
Cancellations made less than 24 hours in advance: No refund applies, but rescheduling is allowed subject to availability with a 15% administrative fee.
4. Pet-Friendly Policy and Safety:
The use of a harness and leash is mandatory for all pets during their entire stay on the trajinera and chinampa.
The owner is solely responsible for the behavior and cleanliness of their pet.
Origen Xochimilco reserves the right to deny access or interrupt the tour if a pet displays aggressive behavior that puts third parties or local wildlife at risk.
5. Visitor Conduct: To maintain peace at the Fernando Celada Pier, the use of loudspeakers, excessive alcohol consumption, or any behavior that disrupts the order and safety of the ecosystem is not permitted.
6. Climatic Conditions: The experience takes place in light rain (we have a covered boat). In case of thunderstorms or conditions deemed risky by the nautical authority, the experience will be rescheduled at no additional cost.
