Date of last update: January 24, 2025
This Cancellation and Refund Policy (hereinafter "Policy") sets forth the terms and conditions under which the River Jade Tours (hereinafter, the "Company") will manage cancellations and refunds of the contracted services. This Policy is governed by the laws of Guatemala and the international regulations of tourism applicable.
2.1. All cancellations must be requested in writing to the email provided on our website.
2.2. The effective date of cancellation shall be the date on which the Company receives the written request.
2.3. The cancellation conditions vary depending on the time in advance with which to perform:
a) Cancellations more than 30 days prior to the start date of service:
– Refund of 90% of the total amount paid.
– You will retain a 10% administration fee.
b) Cancellations between 15 and 30 days before the start date of service:
– 50% refund of the total amount paid.
c) Cancellations made less than 15 days in advance:
– There will be No refund.
2.4. Special circumstances:
a) Force majeure: In case of events unforeseeable circumstances such as natural disasters, pandemics, or political conflicts that prevent the completion of the journey, we will offer a credit for the full amount paid, valid for 18 months.
(b) serious Illness or death: With the presentation of a medical certificate or death certificate, we will assess each case individually to determine the amount of the refund.
3.1. Refunds will be processed within a maximum period of 30 days from the approval of the cancellation request.
3.2. Refunds will be made using the same method of payment originally used for the booking.
3.3. The maximum amount of reimbursement in any circumstance will not exceed the total amount paid by the client.
3.4. Refunds will not be given for services not used during the trip, including, but not limited to, hotel nights not used, excursions or meals not taken.
4.1. Requests for amendment of a booking must be made by written notice at least 15 days prior to the date of commencement of the service.
4.2. The amendments are subject to availability and may incur additional charges.
4.3. If the modification results in a decrease of the value of the service, will apply the cancellation policies mentioned above.
5.1. In the event that a client initiates a chargeback with your bank, you must immediately notify the Company.
5.2. The Company reserves the right to dispute any chargeback that it deems unfair.
5.3. In the event of a chargeback successful, the client agrees to reimburse the Company for any expense incurred in the dispute the chargeback, including banking fees and administrative costs.
5.4. The Company reserves the right to take legal action in case of chargebacks, fraudulent or unwarranted.
6.1. The Company strongly recommends the purchase of travel insurance that covers cancellation, to protect the client from financial losses in case of cancellation unexpected.
6.2. The Company will not be responsible for any additional costs incurred as a result of a cancellation.
7.1. In the event that the Company is forced to cancel a service due to unforeseen circumstances or force majeure, we will offer the client the option of a full refund or a credit for future services.
7.2. The Company shall not be liable for additional costs incurred by the customer as a result of the cancellation (for example, flights, accommodation, extra, etc).
8.1. This Policy is subject to change without notice. The applicable version will be the one in force on the date of the cancellation request.
8.2. Any dispute arising out of this Policy shall be subject to the exclusive jurisdiction of the courts of Guatemala.
In case of questions please contact us at the email available on our website.
