Terms & Conditions

 

Last updated: November 7, 2026

Leer en español → Términos y Condiciones

 

These Terms & Conditions apply to private charters offered under the First Lady Charters Cozumel name through our website or directly by our team. Details shown for your selected charter and written booking confirmation form part of your booking. Please review them before making payment.

 

 

1. Operator and contact information

 

The provider is Capitán Cozumel, S. de R.L. de C.V. (RFC CCO161219P91), operating as First Lady Charters Cozumel. Address: 30 Avenida Norte 620, Local 5, Cozumel, Quintana Roo, C.P. 77600, Mexico.

 

Email: firstladycozumel@gmail.com. Telephone / WhatsApp: +52 987 564 0174. Charter departure point: Marina ASIPONA/Fonatur, Cozumel. Our published customer-service hours are 8:00 a.m. to 5:00 p.m., daily, Cozumel time.

 

 

2. Nature of our private charters

 

Each booking reserves a crewed private charter exclusively for your group, with a captain and crew; we do not offer self-drive or bareboat rentals. First Lady is a 29-foot Mako with 4-, 5-, 6- and 8-hour options and a maximum of 10 guests. Catamaran Nemo is a 47-foot Nautitech accommodating up to 30 guests, with a standard 6-hour private charter.

 

The selected charter page and booking confirmation identify the included activities, meals, drinks, equipment, maximum guest number, duration and any optional extras. Experiences may include guided snorkeling and El Cielo. Transportation to the marina and towels are not included unless expressly confirmed otherwise. Any authorized hotel or pier pickup may have an additional charge disclosed in advance.

 

For cruise passengers, a Nemo charter may be adjusted to five hours when necessary to match the port schedule, without creating a separate lower-priced product. Any other specific itinerary arrangement must be confirmed before the booking.

 

 

3. Price, currency, payment and confirmation

 

Prices displayed in USD are for the entire private charter, not per person, unless clearly stated otherwise. The complete amount due, any applicable extras and legally required MXN pricing information must be displayed or communicated before payment. Prices include the items expressly described in the selected charter offer.

 

Online bookings are processed through the payment method available at checkout, currently PayPal. Alternative arrangements made directly with our team or an authorized agency must be confirmed in writing. A booking is confirmed when the required payment or agreed reservation arrangement is accepted and a confirmation is issued. We do not receive your full payment-card information from PayPal.

 

Mexican electronic tax invoices (CFDI) may be requested without extra charge by contacting firstladycozumel@gmail.com and providing the fiscal details needed under applicable rules.

 

 

4. Cancellations and refunds

 

We provide a 100% refund of the charter amount paid directly to us in the following situations:

 

• You cancel at least 24 hours before the scheduled charter departure.

• Your cruise ship changes its itinerary and does not call at Cozumel, or arrives so late that the charter cannot reasonably be provided.

• We cancel because of unsafe weather or sea conditions, a port closure or maritime authority restriction, or an operational/mechanical issue that prevents safe operation.

 

When a cruise ship is delayed but there is still sufficient time to provide the charter, we may, where practical, adjust the departure or shorten the itinerary. If the ship’s delay makes the charter impracticable, the full-refund policy above applies.

 

Guest cancellations received less than 24 hours before departure are ordinarily non-refundable except for the protected circumstances stated above or any applicable legal entitlement. Ordinary no-shows are non-refundable. Arrival late for reasons unrelated to the cruise ship may shorten your charter without a price reduction.

 

Once the charter is underway, payments are normally non-refundable. If the captain must end it early for safety, weather, maritime authority or operational reasons, an appropriate partial refund may be considered in light of the portion provided, the circumstances and applicable law.

 

Please request cancellation at firstladycozumel@gmail.com. Approved refunds for funds collected directly by us will be initiated within five (5) business days, generally to the original payment method. The time for funds to appear in your account depends on the payment provider or card issuer. Where payment was collected by an agency, processing may occur through that booking channel without limiting your legal rights.

 

Nothing in this policy limits any nonwaivable cancellation, withdrawal or refund right under Mexican consumer protection law.

 

 

5. Route, weather and safety

 

The planned route and snorkeling locations depend on conditions, charter duration, marine-park rules and safety. Specific reefs, wildlife encounters and stops are not guaranteed. The captain may modify the route, suspend an activity or end a trip whenever reasonably necessary for safety or to comply with an authority’s direction. Guests must follow crew instructions and applicable marine-park rules.

 

 

6. Meeting point and arrival

 

Charters generally depart from Marina ASIPONA/Fonatur, Cozumel. Please arrive at least 15 minutes before the confirmed departure time and follow the meeting details in your confirmation. Charter times follow Cozumel local time, which may differ from your cruise ship’s onboard time.

 

 

7. Guests, children and health

 

Guests of all ages are welcome aboard. All minors must remain under the supervision of a parent or legal guardian throughout the charter. Alcohol is served only to guests aged 18 or older.

 

Before departure, please inform the crew of any medical or mobility condition that could affect safe participation, particularly during snorkeling. Guests should follow the crew’s instructions and participate only in activities appropriate to their abilities. The crew may restrict an activity or alcohol service where needed for safety. Nemo’s cabins are operational areas and are not available for guest use.

 

 

8. Personal belongings

 

Guests are responsible for their personal belongings. First Lady Charters is not responsible for loss or damage unless caused by negligence or misconduct by our crew, subject to applicable law.

 

 

9. Responsibility

 

We seek to provide charters with reasonable care and appropriate safety measures. Transport arrangements made independently by a guest are outside our control, except where our stated refund policy or applicable law provides otherwise. Nothing in these Terms excludes or limits responsibility that cannot legally be excluded or limited.

 

 

10. Complaints and questions

 

If you have a concern or complaint, please contact firstladycozumel@gmail.com or use our published WhatsApp number. We will review the matter and respond as soon as reasonably possible. Consumers may also contact PROFECO or other competent authorities where appropriate.

 

 

11. Updates and applicable law

 

The version of these Terms in effect at the time your booking is accepted applies to that booking, subject to mandatory law. These Terms are governed by applicable Mexican law without limiting consumers’ legal rights. English and Spanish versions are provided for convenience and are intended to express the same policies.