1. Reservations
All reservations are subject to availability.
A reservation will be considered confirmed only when Shuttle Guanacaste has sent an official confirmation and the required payment, deposit, or advance payment has been received according to the service quote.
For tour services, activities, or tourism packages, full payment or an initial deposit may be required, depending on the conditions of the operator, provider, or current promotion.
For private transfers, transportation to or from the airport, hotel-to-hotel transportation, or transportation for tours, Shuttle Guanacaste may request a deposit, a percentage of the total amount, or full payment, as indicated in the quote or reservation confirmation.
Any remaining balance, if applicable, must be paid on the date, in the manner, and in the currency indicated by Shuttle Guanacaste.
Reservations may be made online, by phone, WhatsApp, email, social media, authorized platforms, or in person when applicable.
All tour services remain pending confirmation if the required payment has not been made or if the tour operator has not confirmed availability.
2. Information Required for the Reservation
To properly process a reservation, the customer must provide complete and accurate information, including when applicable:
- Full name.
- Email address.
- Phone number or WhatsApp number.
- Service date.
- Requested time.
- Number of passengers.
- Exact pickup point.
- Destination or drop-off point.
- Name of the hotel, villa, Airbnb, residence, or meeting point.
- Google Maps link, when necessary.
- Flight information, airline, flight number, and estimated arrival time, if the service is from the airport.
- Special details such as additional luggage, child seats, reduced mobility, or other requests.
Shuttle Guanacaste will not be responsible for delays, loss of service, additional charges, or operational errors when the customer provides incorrect, incomplete, or late information.
3. Payments
Payments may be made through the methods authorized by Shuttle Guanacaste in the quote or reservation confirmation.
Payment methods may include, among others:
- PayPal.
- Payment links.
- Bank transfer.
- Direct payment previously authorized.
- Cash payment on the day of service, when approved by Shuttle Guanacaste.
In the case of partial payment or deposit, the customer must pay the remaining balance as indicated in the reservation confirmation.
If the remaining balance is not paid as agreed, Shuttle Guanacaste may suspend, reschedule, or cancel the service, subject to availability and the conditions of the case.
Prices may be subject to the applicable Value Added Tax, VAT, in Costa Rica, unless expressly stated otherwise.
4. Cancellations
Cancellations must be made in writing through Shuttle Guanacaste’s official channels, such as email or WhatsApp.
As a general policy, cancellations made at least 72 hours before the scheduled departure may qualify for a full refund, unless the service, provider, tour, activity, promotion, or contracted rate states different conditions.
Cancellations made within 72 hours before the scheduled departure may be subject to cancellation fees, administrative fees, provider charges, or partial or total loss of the amount paid.
Cancellations due to unforeseen situations, medical emergencies, extreme weather conditions, road closures, flight cancellations, or other special circumstances may be reviewed on a case-by-case basis. Shuttle Guanacaste may request supporting documentation when necessary.
Some tours, entrance tickets, activities, third-party services, or promotional rates may have stricter cancellation policies established by the corresponding operator.
5. No Show
A customer will be considered a No Show when they do not appear at the agreed departure point, pickup point, or meeting point within the established waiting time and have not promptly informed Shuttle Guanacaste of delays, changes, or issues.
For services from the airport, the included waiting time will be up to 1 hour after flight disembarkation or according to the flight information provided by the customer.
The customer must inform us in advance of any flight change, delay, cancellation, date change, airport change, or change in arrival time.
If the customer does not provide correct flight information, arrival date, meeting point, or other details needed to operate the service, and does not appear within the established waiting time, the service may be considered a No Show.
Services marked as No Show are non-refundable and do not qualify for a credit note, unless exceptionally authorized by Shuttle Guanacaste.
If the customer requests a new service after being considered a No Show, it will be quoted as a new service and will be subject to availability and the current rate.
6. Reservation Changes
Reservation changes may be requested in writing and will be subject to availability, approval by Shuttle Guanacaste, and provider conditions, when applicable.
Changes may include changes to date, time, route, pickup point, destination, number of passengers, vehicle type, or contracted tour.
Depending on the nature of the change, additional charges, fare differences, provider charges, or operational adjustments may apply.
Shuttle Guanacaste will make reasonable efforts to accommodate change requests, but does not guarantee availability for changes requested with short notice.
7. Refunds
Refunds will be processed after receiving and approving a valid cancellation or modification request.
When applicable, the refund will be made through the same payment method used by the customer, unless both parties agree on another refund method.
Refunds made to cards, PayPal, bank transfers, or other platforms may take several business days to appear, depending on the processing times of the bank, platform, or payment provider.
Administrative fees, payment gateway commissions, bank charges, provider charges, or expenses already incurred may be non-refundable, depending on the case.
8. Itinerary Changes
In the event of unforeseen circumstances, such as road closures, weather conditions, accidents, demonstrations, delays, natural events, instructions from authorities, or any situation outside Shuttle Guanacaste’s control, we reserve the right to modify routes, schedules, itineraries, or service conditions to protect customer safety and ensure the best possible operation.
Shuttle Guanacaste will make reasonable efforts to inform the customer of any important change as soon as possible.
9. Customer Responsibility
The customer is responsible for:
- Providing accurate and complete information for the reservation.
- Arriving on time at the departure or pickup point.
- Reviewing the reservation confirmation and reporting errors before the service.
- Following the instructions of the driver, guide, or tour operator.
- Keeping personal belongings secure.
- Reporting any delay, flight change, hotel change, or emergency.
- Respecting safety, coexistence, and conduct rules during the service.
- Covering any damage caused by the customer, their companions, or their group to vehicles, equipment, facilities, or third-party property.
Shuttle Guanacaste will not be responsible for lost, forgotten, damaged, or unattended personal items, although we will make reasonable efforts to help recover them whenever possible.
10. Safety and Well-Being
The safety and well-being of our customers is a priority.
Customers must follow all instructions provided by drivers, guides, tourism providers, or authorized personnel during the service.
Shuttle Guanacaste may deny, suspend, or end a service if the customer behaves aggressively, dangerously, disrespectfully, is under the influence of substances, fails to comply with safety rules, or puts the driver, guide, passengers, third parties, or property at risk.
In these cases, the service may be ended without the right to a refund.
11. Luggage and Personal Belongings
The customer must inform us in advance if traveling with additional luggage, sports equipment, surfboards, bicycles, wheelchairs, strollers, pets, or large items.
Availability to transport special luggage will depend on the assigned vehicle type and must be confirmed in advance.
The customer is responsible for checking that no personal belongings are left inside the vehicle at the end of the service.
12. Pets, Children, and Special Needs
The customer must inform us before booking if traveling with pets, small children, older adults, people with reduced mobility, or any special needs.
Shuttle Guanacaste will make reasonable efforts to adapt the service when possible, but certain requests may require additional coordination, specific availability, or additional charges.
The use of child safety seats may be subject to availability and must be requested in advance.
13. Complaints and Suggestions
We appreciate our customers’ feedback and are committed to handling complaints, suggestions, or requests in a professional and timely manner.
The customer may contact Shuttle Guanacaste through the following channels:
- Email: [email protected]
- Phone / WhatsApp: +506 8412 0357
To facilitate support, we recommend including the full name, service date, reservation number if available, description of the situation, and any related evidence or documentation.
14. Applicable Law
These policies are governed by the applicable laws and regulations of the Republic of Costa Rica.
Any situation not expressly covered in this document will be evaluated by Shuttle Guanacaste in good faith, taking into account the applicable law, the nature of the service, the provider’s conditions, and the customer’s rights.
15. Acceptance of the Policies
By requesting a quote, making a reservation, making a payment, hiring a service, or using any official Shuttle Guanacaste channel, the customer declares that they have read, understood, and accepted the policies described in this document.
Acceptance of these policies forms part of the general conditions of the service contracted with Shuttle Guanacaste.