Cancellation and change policy
Applies to all our tours.
1. Deposit
The deposit is non-refundable under any circumstances, except in the special cases described below.
2. Special cases
Exceptions will only be considered in the following situations:
Overbooking
- In the event of overbooking, alternative dates will be offered.
- If none of the proposed dates fit your availability, your payment will be refunded.
Force majeure
- If the tour operator suspends the tour due to extreme weather conditions or if the government closes access to the park, a date change will be offered.
- If a date change is not possible for the client, a refund of the payments made up to that date will be issued.
3. Cancellations
The client may cancel the tour with a minimum of 72 hours’ notice. In case of cancellation, the deposit will not be refunded.
4. Date changes
To request a date change, it is necessary to contact us via WhatsApp at least 72 hours in advance. Only requests made through this channel and during business hours will be considered. All date changes are subject to availability.
5. No-shows
It is the client’s responsibility to arrive on time at the scheduled tour meeting time. If the client does not show up on the day of the tour or arrives outside the established schedule, no refund will be issued. No exceptions will be made.
6. Cancellation during the tour
If the client decides to leave the activity once the tour has started (for personal reasons, fatigue, physical discomfort, or other reasons):
- No refund applies.
- Any additional expenses generated by the cancellation or early return will be the client’s responsibility, including guide fees to return to the starting point, transportation, or any other necessary return costs.
7. Cancellation due to weather conditions
If the client decides not to attend, or does not show up, because of the weather while the tour is operating normally, no refund will be issued.
Fuego Volcano: important notice
This is an optional extra hike with an approximate cost of Q250 per person, paid directly in cash to the guide, as it is a local service. It is a demanding route, with an approximate duration of 2 hours uphill and 2 hours downhill, plus 30 minutes on the ridge for photos and views.
Going with a guide is mandatory, and all instructions must be followed at all times. If weather conditions are not suitable and the guide determines that the ascent cannot be carried out, this decision must be respected, and it is not permitted to attempt the hike independently.