Policies for Tours and Transfer Service

Reservations:

• ALL RESERVATIONS ARE SUBJECT TO AVAILABILITY.

• FULL PAYMENT IS REQUIRED AT THE TIME OF BOOKING TO GUARANTEE SPACE FOR TOUR SERVICES AND PAYMENT OF 40% OR 100% OF THE SERVICE IS LEFT TO THE CUSTOMER’S CHOICE TO BOOK TRANSFERS AND GUARANTEE THEIR SPACE.

• RESERVATIONS CAN BE MADE ONLINE, BY PHONE OR IN PERSON AT OUR OFFICES.

Cancellations:

• CANCELLATIONS MUST BE MADE AT LEAST 72 HOURS PRIOR TO SCHEDULED DEPARTURE TO RECEIVE A FULL REFUND.

• CANCELLATIONS WITHIN 72 HOURS PRIOR TO SCHEDULED DEPARTURE MAY BE SUBJECT TO CANCELLATION FEES.

• CANCELLATIONS DUE TO UNFORESEEN CIRCUMSTANCES, SUCH AS MEDICAL EMERGENCIES OR EXTREME WEATHER CONDITIONS, MAY BE SUBJECT TO A SPECIAL REFUND POLICY.

No show (NO SHOW):

• THE CUSTOMER IS DETERMINED AS A NO SHOW, IF THE CUSTOMER DOES NOT SHOW UP AT THE ASSIGNED DEPARTURE POINT AFTER 1 HOUR, WHICH START FROM THE MOMENT OF DISEMBARKATION OF THE FLIGHT.

• THE CUSTOMER MUST GIVE NOTICE IN CASE OF DELAYS AT THE AIRPORT; IN THE CASE OF TRANSFER SERVICE; IF NOT SO, THE CUSTOMER WILL BE AS NO SHOW ONCE THE WAITING TIME HAS ENDED.

• IF CUSTOMERS DO NOT GIVE NOTICE OF THE ARRIVAL FLIGHT AND THE CORRECT ARRIVAL DATE IN ADVANCE, THEY WILL BE REMAINTED AS A NO SHOW ON THE AGREED DAY ONCE THE WAITING TIME HAS ENDED AND A NEW SERVICE WILL BE CHARGED AS A LAST MINUTE.

Modifications:

• MODIFICATIONS CAN BE MADE TO RESERVATIONS, SUBJECT TO AVAILABILITY AND APPROVAL.

• MODIFICATIONS ARE SUBJECT TO POSSIBLE ADDITIONAL CHARGES DEPENDING ON THE NATURE OF THE CHANGE.

Customer Responsibility:

• CLIENTS ARE RESPONSIBLE FOR ARRIVING AT THE DESIGNATED DEPARTURE POINT IN TIME FOR THE DEPARTURE OF THE TOUR OR TRANSFER.

• CLIENTS MUST FOLLOW THE INSTRUCTIONS OF THE TOUR GUIDE OR DRIVER AT ALL TIMES DURING THE TOUR.

• ANY DAMAGE CAUSED TO THE PROPERTY OF THE TOUR OR TRANSFER OPERATOR WILL BE THE RESPONSIBILITY OF THE CUSTOMER AND MAY BE SUBJECT TO ADDITIONAL CHARGES.

Safety and Wellbeing:

• THE SAFETY AND WELL-BEING OF OUR CUSTOMERS ARE OUR TOP PRIORITY.

• CUSTOMERS ARE EXPECTED TO FOLLOW ALL SAFETY GUIDELINES PROVIDED BY THE TOUR GUIDE OR DRIVER DURING THE TOUR.

• CLIENTS ARE STRONGLY ADVISED TO KEEP THEIR PERSONAL BELONGINGS SECURE AT ALL TIMES DURING THE TOUR.

Refunds:

• REFUNDS WILL BE PROCESSED WITHIN A REASONABLE PERIOD OF RECEIPT OF A VALID CANCELLATION OR MODIFICATION REQUEST.

• REFUNDS WILL BE MADE ACCORDING TO THE ORIGINAL PAYMENT METHOD USED FOR THE RESERVATION, UNLESS OTHERWISE AGREED.

• ALL CARD REFUNDS MAY TAKE BETWEEN 5 AND 10 DAYS TO APPEAR ON THE CUSTOMER’S STATEMENT.

Itinerary Changes:

• IN THE EVENT OF UNFORESEEN CIRCUMSTANCES, SUCH AS ROAD CLOSURES OR UNEXPECTED EVENTS, WE RESERVE THE RIGHT TO MAKE CHANGES TO THE TOUR OR TRANSFER ITINERARY TO ENSURE SAFETY AND CUSTOMER SATISFACTION.

• REASONABLE EFFORTS WILL BE MADE TO NOTIFY CUSTOMERS OF ANY ITINERARY CHANGES AS SOON AS POSSIBLE.

Complaints and Suggestions:

• WE APPRECIATE OUR CUSTOMER’S FEEDBACK AND ARE COMMITTED TO ADDRESSING ANY COMPLAINTS OR SUGGESTIONS IN A TIMELY AND PROFESSIONAL MANNER.

• CUSTOMERS MAY CONTACT OUR CUSTOMER SUPPORT TEAM BY PHONE, EMAIL OR IN PERSON TO RAISE ANY CONCERNS.

Applicable Legislation:

• THESE POLICIES ARE SUBJECT TO THE LAWS AND REGULATIONS IN FORCE IN THE PLACE WHERE THE TOURS AND TRANSFER SERVICE OPERATES ACCORDING TO THE REGULATIONS OF THE REPUBLIC OF COSTA RICA.

Acceptance of Policies:

BY BOOKING A TOUR OR TRANSFER WITH US, CUSTOMERS AGREE TO ALL POLICIES AND TERMS STATED ABOVE.

NOTE: ALL TOUR SERVICES PEND CONFIRMATION IF PAYMENT HAS NOT BEEN MADE.