Terms & conditions

Protección de Datos

Terms and Conditions

GENERAL

Your ticket is your travel insurance; you must keep it until the end of your journey.
Your ticket is valid for 6 months from the date of purchase.
Your ticket is only valid for the purchased route.
Our service is subject to weather conditions and the discretion of port authorities.
Tickets are non-refundable.

BOARDING

Digital tickets received from online purchases may be shown on mobile devices.
Printed tickets issued at ULTRAMAR ticket booths must be physically presented in good condition. Photocopies or photographs will not be accepted under any circumstances.
For Isla Mujeres, you must arrive at the pier 30 minutes prior to your desired departure time.
For Cozumel, you must arrive at the pier 40 minutes prior to your desired departure time.
Boarding is subject to space availability.

AUTHORIZED SALES CHANNELS

PAYMENT METHODS

ULTRAMAR ticket booths accept Mexican pesos (MXN) in cash, as well as credit or debit cards (Visa or Mastercard). Up to two different payment methods may be used per transaction.
On our website, www.ultramarferry.com, we accept credit or debit cards (Visa or Mastercard). Security measures are determined by the cardholder’s banking institution.

OPEN TICKETS

Open tickets are valid for 6 months from the date of purchase.
Open tickets may be used for any available date and time within the route and category purchased.
Certain promotions may have a shorter validity period, which will be specified at the time of purchase.

BOOKED TICKETS

Booked tickets must be used on the selected date and time.
Reservations must align with the available departure times.
If the reservation is missed, the ticket will be considered open, and the benefit of priority boarding will be forfeited.

DISCOUNTED TICKETS

Discounted tickets such as Ultraplan, Q. Roo Resident, INAPAM, and others require valid proof of eligibility.
To validate the discount at point of sale and boarding, you must present a valid form of ID such as a voting credential (INE), driver’s license, or other official document proving eligibility.
Photocopies or digital versions of identification will not be accepted.
Discounted tickets for minors must be purchased by an adult, and the applicable discount will correspond to the minor's category.
Discounted tickets cannot be combined with other promotions or discounts.

MINORS

Minors under 18 must travel with an adult. If unaccompanied, a parent or guardian must complete a “Minor Traveling Alone” form and present valid ID (INE credential or driver’s license).
School ID or valid CURP copy must be presented to validate the minor’s category at point of sale and boarding.

Route: Puerto Juarez - Isla Mujeres

Age and height ranges for sales and boarding:

Infant: 0 to 12 months. Requires a free boarding pass, available at the ticket booth.
Child: From 1 year old up to 1.20 meters tall. Child fare applies.
Adult: Taller than 1.20 meters. Adult fare applies.

Route: Playa Caracol and Playa Tortugas - Isla Mujeres

Age and height ranges for sales and boarding:

Infant: 0 to 12 months. Requires a free boarding pass, available at the ticket booth.
Child: From 1 year old up to 1.20 meters tall. Child fare applies.
Adult: Taller than 1.20 meters. Adult fare applies.

Route: Playa del Carmen - Cozumel

A promotion is available for sales and boarding, based on the following age ranges:

Infant: 0 to 5 years. Requires a free boarding pass, available at the ticket booth.
Child: 6 to 11 years. Child fare applies.
Adult: 12 years and older. Adult fare applies.

*Promotion valid only at ticket booths and subject to change without prior notice.

INVOICING

Tickets must be invoiced through our website: facturacion.ultramarferry.com/portalwebultra
The invoicing period is 4 calendar days from the date of purchase, either through the website or by contacting our Invoicing support lines.

PETS

Only domestic pets or emotional support animals are allowed on board.
Emotional support animals must have the appropriate certification according to current legislation.
Transporting endangered species is prohibited.
Up to two pets per passenger are allowed.
Pets must remain with their owner at all times and may only travel in designated “Pet Zone” seating.
Pets must be leashed or in a carrier. Muzzles are optional.
Pets travel at the owner's responsibility.
Passengers are responsible for maintaining cleanliness in areas transited by their pets.

SAFETY

Your ticket is your travel insurance; you must keep it until the end of your journey.
Transporting packages, cargo, or any business unrelated to passenger transportation is prohibited.
Traveling while intoxicated, under the influence of alcohol or drugs is strictly prohibited.
Inappropriate behavior, offenses against public morality, or any conduct that disrupts others is prohibited.
Violations of these policies will result in cancellation of the trip without refund.

LUGGAGE

Your ticket allows up to 25 kg of luggage at no extra cost.
Excess baggage is subject to an additional fee per current rates.
Luggage is defined as personal items and clothing.
Documents such as passports, INE credentials, professional licenses, military IDs, immigration papers, etc., are the sole responsibility of the passenger. It is recommended to carry them in a handbag or carry-on.
Fragile items, electronics, appliances, or valuables travel at the passenger’s own risk.
Transporting lubricants, flammable or toxic liquids or aerosols, gas tanks, paints, corrosives, explosives, fire starters, or weapons is prohibited.
Electronic devices such as laptops, cameras, tablets, cellphones, and speakers must be carried in a handbag or carry-on and are considered personal items.
In-cabin luggage is a benefit exclusive to First Class passengers on the Playa del Carmen – Cozumel route.
We are not responsible for luggage damage due to normal wear and tear (wheels, straps, handles, etc.), overweight, fragile or perishable contents. Any issue must be reported upon baggage claim at the pier.

Special Lugagge

Sports: Diving, skiing, golf, boards, or bowling gear. Max weight: 25 kg, max size: 250 cm (sum of width + length + height). Must be properly packaged to avoid spills, stains, or damage to the vessel or third parties.
Musical instruments: Must measure max 55 x 40 x 25 cm to be considered carry-on. If larger (and up to 25 kg), it must be checked and travel in a proper case.
Mobility aids: Wheelchairs or motor assistance devices must be secured to designated hooks in the main cabin and safely transported.
Bicycles: As a Bike-Friendly company, you can travel to Isla Mujeres or Cozumel with your bicycle at no extra cost. It must be properly placed in the cargo area or rack provided.

*Transport of miscellaneous items is subject to route, schedule, and vessel capacity.

TRAVEL ASSISTANCE PLAN

Our Travel Assistance Plan is available at an additional cost.
The benefits are valid for 24 hours from your ferry departure time.
To report an emergency and request assistance, call 55 9063 3557. You will be asked for the number located below the barcode on your ticket.
For more details, visit nekela.ultramarferry.com