+502 2429 6399Lake Atitlán, Guatemala
Indian Nose Hike by Turisteando

Cancellation, Rescheduling & Refund Policy

1) Definitions

1.1 Business Days

For the purposes of this policy, Business Days are defined as Monday through Saturday, excluding Sundays and official public holidays in Guatemala.

1.2 Major Modification

A Major Modification includes (but is not limited to):

  • change of tour date,
  • reduction of 20% or more of participants,
  • itinerary changes such as removing activities, destinations, meals, snacks, equipment, or any confirmed inclusions,
  • any modification that affects pricing, staffing, logistics, or third-party confirmations.

Changes in schedule (departure time or itinerary timing) may be approved or rejected depending on operational feasibility and previously confirmed arrangements.

2) Standard Cancellation Policy (Regular Bookings)

Customers may cancel or modify a reservation with a guaranteed refund only if the request is submitted at least 48 hours before the scheduled tour start time, subject to the terms below.

3) Cancellation Policy for Groups (10+ Participants)

For any reservation involving 10 or more participants, including (but not limited to):

  • groups of friends or family traveling together, and/or
  • groups organized by outbound travel agencies from other countries,

any cancellation, date change, or Major Modification must be notified at least 10 Business Days (Monday–Saturday) prior to the tour date and start time.

Requests submitted after this deadline may be considered non-refundable due to operational commitments, staffing, and pre-paid third-party services required to operate group tours.

4) Refund Policy (Regular Bookings)

Refund eligibility is determined by the time the cancellation request is received:

  • 48+ hours before the tour start time: 100% refund
  • 24 to 48 hours before the tour start time: 50% refund
  • Less than 24 hours before the tour start time: no refund
  • No Shows: no refund

Same-Day Cancellation (No Exceptions)

If the customer cancels on the same calendar day of the tour, the customer will not be eligible for any refund, regardless of the reason.

This includes (but is not limited to): change of mind, personal preference, discomfort, delays, or any last-minute decision not to participate.

5) Cancellation Request Process

To request a cancellation or modification:

  • Customers must notify Turisteando through any official communication channel between 6:00 AM and 9:00 PM (Guatemala local time).
  • Providing a reason is optional.
  • A cancellation or modification request is considered valid only once it is received and confirmed by Turisteando.

6) Non-Refundable Operational Costs

By booking with Turisteando, customers acknowledge that many tours require advance preparation and payments. The following may be non-refundable once confirmed or purchased, even if the customer cancels.

Refunds (if applicable) will be calculated based on the refund rules in this policy and may exclude non-refundable third-party expenses.

7) Force Majeure (Events Beyond Our Control)

We understand unexpected events may occur. However, certain circumstances may make a tour unsafe or impossible to operate. Force majeure events include, but are not limited to:

  • government restrictions or closures,
  • severe weather conditions,
  • natural disasters,
  • road protests or civil unrest,
  • roadblocks, road closures, landslides.

If a force majeure event affects tour operations, Turisteando will offer the customer the option to reschedule the tour to a future date, subject to availability.

If the customer is unable or unwilling to reschedule, no refund will apply, due to operational costs already incurred and non-refundable commitments with third parties.

8) Rescheduling Policy

Customers may reschedule their tour up to two (2) times, subject to availability.

  • Rescheduling requests must be submitted within the applicable notice period outlined in this policy.
  • Schedule changes requested by the customer will be reviewed and may be approved or rejected based on operational constraints.

9) Refund Method & Processing Time

Approved refunds are typically processed within 2–3 business days.

  • Depending on the customer's bank, funds may take up to 15 business days to reflect in the account.
  • Refunds will be issued using the same payment method used for the original purchase.

10) Acceptance of Cancellation Policy

By completing a reservation, the customer automatically agrees to this Cancellation Policy, even if there is no mandatory checkbox at checkout. This policy is:

  • clearly published on our website,
  • briefly summarized during the booking process,
  • fully available on the dedicated Cancellation Policy page.

11) Policy Changes

Turisteando reserves the right to update or modify this policy at any time without prior notice.

Any changes will apply immediately after publication and may affect future bookings. For questions about this policy, please contact us through our official communication channels.