Cancellation and Refund Policy

Last updated: August 6, 2025

1) Deposit and Booking Validity

* A 20% deposit of the total experience is paid through Info Santa Teresa at the time of booking.

* This deposit secures your spot and is non-transferable to other persons or services.

* The remaining 80% is paid directly to the guide or instructor on the activity day, using the payment method you both agree on.

2) Client-Requested Cancellations

* With 24 h or more notice: you may request a full refund of the 20% deposit.

* With less than 24 h notice: no refund of the deposit applies.

3) Cancellations by the Guide or Instructor

If the guide or instructor cancels due to weather, force majeure, logistics, or other reasons, you may choose:

* A full refund of the 20% deposit, or

* Free rescheduling, subject to availability.

4) Changes to Your Booking (date, time, headcount)

* No changes are accepted with less than 24 hours’ notice.

* Change requests must be made at least 24 h in advance and are subject to the guide or instructor’s availability.

* If rescheduling is not possible or the request is made within the last 24 h, the standard cancellation policyapplies (no refund of the 20%).

5) About the Remaining 80% (paid to the guide or instructor)

* The remaining balance is paid to the guide or instructor on the day of the experience.

* Info Santa Teresa does not handle those funds nor manage refunds, disputes, or issues that occur after the experience.

* Any additional adjustments must be agreed directly with the guide or instructor.

6) How to Request a Refund (of the 20% deposit)

* Contact us via WhatsApp: +506 6025 2852 or through the contact form on the website.

* We may request additional information or supporting documents to validate your case.

* Refunds are processed the same day of the request and should appear in your bank account within the next few hours (timing may vary slightly depending on your financial institution).

7) Liability Scope

* We can only refund the 20% deposit paid on our website.

* We are not responsible for payments, services, or situations that depend exclusively on the guide or instructor.

8) Changes to This Policy

* This policy may be updated without prior notice.

* The terms in force at the time of booking will apply.

Helpful Examples

* Example 1: Your tour is Friday at 10:00. You cancel on Thursday at 09:30 (>24 h). → Full 20% refund.

* Example 2: You cancel on Thursday at 18:00 (<24 h). → No refund of the 20%.

* Example 3: The guide or instructor cancels due to rough sea. → You can reschedule for free or receive a full 20% refund.

FAQs

Why is the deposit 20%?
It secures your spot and covers pre-operational costs (holding seats, coordinating with the guide or instructor, etc.).

What if the weather changes?
If the guide or instructor deems conditions unsafe, you may reschedule for free or choose a full 20% refund.

Can I transfer my booking to someone else?
The deposit is non-transferable. Message us and we’ll review options case-by-case per