Legal
Terms and conditions of service
This is a reference translation. The original in Spanish is the version that applies.
In force since June 2025 · Updated 16 October 2026 (version 2026-10).
1 · Bookings and payments
1.1. Bookings are made with the booking form at https://pinacate.tours, which our WhatsApp +52 662 464 6648 can also send you.
1.2. Deadlines for confirming payment:
- If the trip is more than 7 days away: 48 hours to confirm payment.
- If it is 7 days or less away: 12 hours to confirm payment.
If proof of payment is not received within that time, the booking is cancelled automatically. It may be reactivated if places are available.
1.3. The confirmation receipt, with its reference number, will be sent within 48 working hours of receiving proof of payment.
1.4. Deadlines for paying in full:
- 5 days before departure for short trips (2 days), including Noche de Estrellas.
- 10 days before for long trips (3 days or more), including Sonora Salvaje.
If payment is not completed within these deadlines, a penalty of $500 MXN per booked place will apply.
1.5. When you submit the form you accept, each with its own box, these Terms and Conditions together with the Cancellation and refund policy and the Privacy notice. We record the date, time and version of what you accepted.
1.6. Payment methods:
- Bank transfer
- Cash payment at OXXO with the payment slip generated by Mercado Pago
- Credit or debit card payment
- Interest-free instalments through Mercado Pago
1.7. For refunds of payments made by card, in interest-free instalments or at OXXO (Mercado Pago), Pinacate Tours absorbs the processing fee: it is not deducted from the amount to be refunded, whether the client cancels or Pinacate Tours does (see the Cancellation and refund policy).
1.8. Invoices must be requested at the time of booking or within 5 days after the trip. No retroactive invoices will be issued after this period.
1.9. For group bookings (schools, companies, etc.), the person in charge accepts these terms on behalf of the group.
2 · Cancellations, changes and transfers
2.1. Cancellations, the right to change your mind within 5 business days, date and name changes, transferring your place and refunds are governed by the Cancellation and refund policy, which forms part of these terms.
3 · Cancellation by the company
3.1. The minimum number of travellers, the reasons we may cancel a departure and your options in that case (100% refund or date change) are set out in the Cancellation and refund policy.
4 · Traveller responsibility
4.1. Travellers take part at their own risk and must follow the team’s instructions.
4.2. Any damage caused will be the direct responsibility of the customer.
4.3. We are not responsible for lost or damaged items.
4.4. The customer acknowledges that they are travelling in natural environments with inherent risks.
4.5. We are not responsible for accidents or illnesses, except in cases of proven negligence on our part.
5 · Changes to the itinerary
5.1. Itineraries may change due to weather, safety, logistics or official instructions.
5.2. Dune hikes will not take place if the temperature exceeds 30 °C.
5.3. If an activity is cancelled due to force majeure, an alternative will be offered, with no obligation to give a partial refund.
6 · Intellectual property and use of images
6.1. All content and design of the experiences is the property of Pinacate Tours.
6.2. Copying, selling or reproducing it without permission is prohibited.
6.3. Hiring our staff or suppliers directly for commercial purposes is not permitted.
6.4. Images taken during the trip may be used for promotional purposes, unless the customer objects; telling the guide at the start of the trip or writing to contacto@pinacate.tours is enough (section 10 of the Privacy notice).
6.5. Shared photos must be used for personal purposes only. Any other use requires authorisation.
7 · Personal data protection
7.1. How your personal data is used, the purposes you can refuse (such as promotions), who we share it with and how to exercise your rights are set out in the Privacy notice, which forms part of these terms.
8 · Use and care of rented equipment
8.1. The customer must take care of any equipment lent or rented to them. In case of damage or loss, they must cover the cost.
9 · Complaints
9.1. Complaints may be submitted via WhatsApp or email. A reply will be given within 5 working days at most.
10 · Loyalty and referral programmes
10.1. Pinacate Tours may offer loyalty or referral benefits. Details will be communicated when they apply.
11 · Pet policy
11.1. Pets are welcome only on activities where this has been authorised in writing beforehand. Authorisation will depend on the size of the animal, the type of activity and the transport available.
11.2. If the pet takes up a seat, an additional place must be paid for. For safety reasons, pets are not allowed to travel in the aisle or loose inside the vehicles.
11.3. The owner is responsible for the care, behaviour and cleanliness of their pet throughout the experience. Any damage or inconvenience caused will be the direct responsibility of the customer.
12 · Pricing and promotions policy
12.1. Base prices are published on our official channels. There may be promotions such as pre-sales or local rates.
12.2. Promotions are valid for a limited time, subject to availability, and may change without notice.
12.3. They are not retroactive. If the customer booked at a given price, they cannot later request a reduction.
12.4. Discounts must be requested at the time of booking.
12.5. In case of cancellation, refunds will be based on the amount actually paid.
13 · Conduct and substance use
13.1. The use of illegal substances is prohibited. Alcohol is permitted in moderation.
13.2. Inappropriate or risky behaviour will result in expulsion with no refund.
14 · Fitness and special conditions
14.1. Some activities require good physical condition. The customer must report any medical condition.
14.2. Pinacate Tours may suggest restrictions for the safety of the group.
15 · Communication before the trip
15.1. All useful information will be sent via WhatsApp between 2 and 5 days before the trip.
15.2. The customer must confirm receipt and keep up to date with messages.
16 · Delays and no-shows
16.1. If a customer is late for reasons beyond Pinacate Tours’ control, there will be no refund and no changes to the itinerary.
17 · Interruption of service during the trip
17.1. If the trip is interrupted by force majeure, alternatives or partial rescheduling will be offered, with no obligation to refund the full cost.
17.2. Disrespect towards staff or other travellers may result in immediate expulsion from the tour with no right to a refund.
Contact
WhatsApp: +52 662 464 6648 Pinacate Tours · Hermosillo, Sonora, Mexico
Final note: By booking with Pinacate Tours, the customer declares that they have read and accepted these Terms and Conditions. We recommend keeping a copy for future reference.