Privacy Policy

Tourlanders.com.com (“Tourlanders”) values its users and is committed to protecting your personal data and your privacy.

To fulfill this commitment, Tourlanders has developed this privacy policy (the “Privacy Policy” or the “Policy”) which describes Tourlanders’ practices in the processing of personal data, as provided by law.



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When you use Tourlanders’ services through any of our sales channels operated under any of our brands, websites, mobile and tablet application, call center, branches or sales islands or otherwise (the “Sales Channels”)- Tourlanders collects certain personal data for further use. This Privacy Policy is intended to help you understand how we treat such personal data.

By accepting this Privacy Policy, you consent to Tourlanders processing your personal data for all or some of the purposes set forth in this Policy. Tourlanders may modify this Policy at any time, and we must notify you when we make any material changes. You can refer to the header of this Policy for the date on which it was last updated. If you have any questions about this Policy and/or Tourlanders’ practices in this regard, please contact us using the contact details on the reservation.

Our commitment to your privacy.

At Tourlanders we are committed to protecting your privacy and ensuring that your personal data is treated in accordance with applicable law and best market practices. We are transparent about our practices and are available to answer any questions about them.

The following are the principles that guide how Tourlanders treats your personal data:

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Important Definitions.

Some important terms are defined below to help you understand how we protect your personal data, the limits of our processing of your personal data and your rights:

Owner: you are the owner of your personal data.

Personal data: information that identifies or leads to the identification of a data subject. Examples of personal data are your full name, telephone number, identification number and postal address.

Controller: person responsible for making decisions related to the processing of personal data of data subjects. For the purposes of this Policy, it will be Tourlanders.

Processing: any operation performed on personal data, which may include collection, access, analysis, transfer, storage, anonymization, deletion, etc.

Anonymization: the process of depersonalizing personal data by removing any association of this information with the data subjects to whom it relates.

 

Your rights.

The law gives you certain rights in relation to your personal data, which may be exercised as indicated in this Policy.

The following are your main rights in relation to your personal data:

What personal data do we collect?

Tourlanders collects and stores.

Personal data that you provide to us
Personal data obtained from third parties, including public data
Personal data collected automatically by our platform, as described below:

 

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Personal information that you provide to us.

In order to make tour reservations through our Sales Channels, you must provide us with certain personal information including, but not limited to, your full name, contact information (such as telephone number, address or email address), among other information.

In order to arrange tour reservations, you may also be required to provide us with credit or debit card information (such as credit card number, security code, cardholder name and expiration date).

Personal data will only be collected through the Sales Channels listed above. At its sole discretion, Tourlanders may verify the personal data provided by consulting public entities, specialized companies or credit bureaus, for which you expressly authorize us. The information Tourlanders obtains from these entities will be treated confidentially, respecting the applicable legislation and this Policy.

You can always choose not to provide us with your personal information, but in general such information is required to make tourist reservations. If you choose not to provide us with certain information, you may not be able to contract our services.

In the event that you make a reservation on behalf of a third party, you must obtain the consent of such third party before providing us with the third party’s personal information. If such third party is a minor in accordance with applicable law, you represent that you have the consent of at least one of the minor’s parents or legal guardian to provide his/her personal data and to accept this Privacy Policy on his/her behalf.

Personal data collected automatically by our platform.

Tourlanders automatically collects and stores certain browsing data from users. The browsing data includes: IP addresses, uniform resource identifiers (URIs), request times, methods used to send requests to the server, size of files received in response, numerical codes indicating the status of the server response, and other parameters related to the user’s operating system and computing environment.

Computer systems and software designed to browse websites collect certain data during their use, the transmission of which is necessary for the use of Internet communication protocols. As a general rule, this information is not collected to identify users, but, given its nature, it may allow such identification through its association with other data.

Also, in order for our websites to function properly, Tourlanders uses its own and third-party cookies.

What is our policy on cookies and web beacons?

Tourlanders recommends that when browsing the website you allow the use of cookies to perform certain functions. Cookies are specific types of information that a website transmits to a user’s computer hard drive or other device for record-keeping purposes.

Cookies may serve to facilitate the use of a website by saving your settings and preferences while you are browsing the Internet.

Tourlanders cannot access other information stored on your device through cookies, even if the cookies are downloaded from our website. Cookies cannot carry malicious code of any kind or viruses or malware, and do not harm the user’s device.

Web beacons are images inserted on a website or in an email that can be used to monitor the behavior of a visitor, as well as to store information about the user’s IP address, the time period of interaction with the website and the type of browser used, among others.

Through cookies and web beacons, Tourlanders collects information about its users’ activity on its websites. Such information may include the URL they come from (whether or not they are on a Tourlanders website), what URL they subsequently access, what browser they are using, their IP addresses, the sites visited, searches performed on our websites, and identification of the devices they use, among others.

Although most browsers automatically accept cookies and web beacons, you may set your web browser to refuse them. Please note that cookie preferences must be set for each browser (Internet Explorer, Google Chrome, Mozilla Firefox, Safari, Opera or other).

What do we use the personal data we collect for?

Tourlanders uses the personal data collected for the following purposes:

 

With whom do we share the personal data we collect?

You unambiguously consent to Tourlanders sharing your personal data with service providers for the purpose of handling your reservations or purchase requests.

You also consent to Tourlanders sharing your personal data with vendors who provide services to Tourlanders, including credit card acquirers, business analytics, customer service, marketing, payment processing and/or fraud prevention. These third parties may use your personal information to offer products and services to you or to provide services to you.

Accordingly, by accepting this Privacy Policy you acknowledge and agree that Tourlanders, as the data controller, may share your personal and transaction data with third parties, including without limitation your reservation or purchase request data, so that Tourlanders and/or such third parties, individually or jointly, may offer products and services that match your profile, enhance transaction security, prevent fraud, perform credit risk analysis and improve the products and services provided, always in strict compliance with applicable law. Such third parties will be subject to contracts and policies that will prohibit the unauthorized use or disclosure of personal data to which they have access, as well as to prevent their use in violation of applicable law.

How to exercise the rights of access, rectification, cancellation and opposition of your personal data?

You can exercise them by any of the options below:

By sending a request by e-mail to the address reservations@tourlanders.com. In your request you must indicate your full name and prove your identity.

Also, if you make the request on behalf of a third party must prove their powers of representation. Tourlanders may request additional information or documentation to verify your identity or to specify your request, such as a copy of your national identity document, indication of your e-mail and postal address you designate for notifications and a contact telephone number; and a clear and precise description of the personal data in respect of which you seek to exercise the right, as well as the documents that support the request. Once the above requirements have been fulfilled, and provided that the request is granted, Tourlanders will inform you whether it has proceeded to grant the request or whether it has rejected it. Unless otherwise stated in the special country clauses, Tourlanders will have 10 (ten) working days from receipt of the completed request to send a response in the case of a request for access, and 5 (five) working days from receipt of the completed request to send a response in the case of a request for access.

What are the purposes that justify the Personal Data Transfers?

In addition to the disclosures to Third Parties (the “Transfers”), provided for in paragraph 4 of the general terms of this Privacy Policy, the Owner’s Personal Data may be subject to disclosures to judicial and/or administrative authorities before which the Controller is obliged in terms of law, as well as for the corresponding administration of justice. The purposes that justify the transfer of Personal Data of the Owners are the following: those in paragraphs a), c), d), e), e), h) and i) of number 1 and in paragraphs a), c), e), f) and h) of number 2; of the immediately preceding subsection II of this Privacy Policy.

In the event that the Owner wishes to express his/her refusal with respect to the Transfer of his/her Personal Data, he/she may only do so with respect to those Transfers that are related to the secondary purposes or to the offering of products and/or services of such Third Parties, as well as those Transfers to companies affiliated to the Controller that do not adopt data protection policies similar to those of the Controller. In this case, the Owner shall send a request under the heading “Refusal to Transfer Personal Data” to the Address or to the e-mail address reservations@tourlanders.com.

All of the above, in the understanding that the Controller may freely make the Transfers that are linked to the primary purposes referred to above as well as to its related companies that have data protection policies similar to those of the Controller. It is also noted that the Controller may transfer the Personal Data to its suppliers and/or service providers for the purposes of the Controller itself, since under Mexican regulations, these third parties would only be its agents.

Frequently
Asked Questions

On our platform, we provide a wide variety of carefully selected experiences ranging from cultural adventures to relaxing activities, all situated in prime locations in the Mexican Caribbean.

Currently, we offer experiences in the main destinations of the Mexican Caribbean; Bacalar, Isla Mujeres, Cozumel, Costa Maya, Playa del Carmen and including the city of Merida and Progreso.

Booking an experience is a simple process through tourlanders.com, then visit the page corresponding to the desired experience, select your preferences and follow the prompts to complete the booking process, it is very easy.

We accept a variety of payment methods, including credit and debit cards. At the end of the booking process, you will find secure options to pay for your experience.

Yes, we offer the option to customize certain aspects of your experience. For specific details on customization options, we recommend that you contact our customer service team.

Our cancellation and refund policies are designed to offer flexibility. We encourage you to carefully review these policies in our cancellation and refund policies section or contact our customer service team for personalized assistance.(item to be approved)

Once your reservation is completed, you will receive a detailed confirmation by email. This email will contain all pertinent details of your experience, including dates, times and other relevant aspects.

 We recommend consulting our “Best Time to Visit” section for each destination for up-to-date information on weather conditions and local events that may influence your experience.

Some experiences may include transportation options, this information will be clearly specified in the description of each activity. If you have additional questions, our customer service team will be happy to assist you.

Yes, some experiences may have age restrictions. We recommend that you carefully review the requirements for each activity before booking or contact our team for personalized guidance.

Our customer service team is available to assist you at any time. You can reach us through our contact page, contact icon or by sending an e-mail to reservations@tourlanders.com

Yes, we occasionally offer discounts and special promotions. We suggest you check our current offers section or subscribe to our newsletter to receive updates on exclusive promotions.

The safety of our customers is of the utmost importance. We closely monitor local conditions and comply with safety recommendations. For the latest information, please check our travel updates or contact our team.

We implement rigorous safety measures in all our experiences. Specific information is included in each activity, looking out for your well-being. For detailed information about the safety measures of a particular experience, please read carefully in the “Good to know” section, as well as the “Notes” section and do not hesitate to contact our team.

Yes, we have special options for events and celebrations. We recommend contacting our events team to learn about your specific needs and create a customized experience.

Depending on availability and change policies, it is possible to make changes to your reservation. We recommend that you contact our customer service team as soon as possible to discuss your specific needs.

Yes, we have testimonials from previous customers who have shared their experiences with us. You can find these reviews in our testimonials or comments section.

Our goal is to guarantee customer satisfaction. In case of dissatisfaction, we ask you to please contact our customer service team to discuss the problem and explore appropriate solutions, which may include refunds or changes to the reservation.

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