Terms & Conditions

Booking Policies

Cancellation & Refund Policy — Easy Guide

We understand plans can change. That’s why we keep our cancellation and refund policy simple and transparent. Please review the information below so you know exactly what to expect if you need to modify your reservation.

General Guidelines

• Once an activity has started, it cannot be paused, modified, or canceled.
• If you decide not to attend your scheduled activity, refunds or credits do not apply.
• If service is denied because requirements were not met (age, health conditions, documents, etc.), refunds do not apply.

How to Cancel

To request a cancellation, please email us at info@juanballena.com.

Standard Cancellation Policy:
• 6+ working days before: full refund.
• Between 5–3 working days: full refund minus 10% admin fee.
• Within 1 working day: no refund.

High Season Policy

• No refunds within 48 hours of the activity start.
• High Season dates:
– December 14 to January 31
– June 10 to July 20
• No cancellations allowed for illness, missed flights, or personal emergencies.
• Rescheduling may be possible (subject to availability).

Tip: We strongly recommend travel insurance that covers medical or flight-related cancellations.

Important Notes

• Same-day medical certificate required if you’re sick.
• Certificates must come from a licensed professional.
• Minor delays are not grounds for refunds.
• Bookings made under 24 hours are non-refundable.
• Approved refunds include a 10% admin fee.
• Refunds process within 72 business hours.

Group Bookings

• 5+ people canceled 30+ days before: full refund minus admin fee.
• 30–7 days: 50% refund.
• Up to 30% reduction with 72h notice: full refund.
• Over 30% requires operator approval.

Gift Cards & Promo Codes

All gift cards and promo codes are non-refundable.

Transportation Services

Transfers are refundable with 24h notice. Later cancellations are non-refundable.

Weather & Sea Conditions

• Light rain does not cancel tours.
• Tours cancel only if officially suspended.
• If suspended: reschedule or full refund.
• Self-canceling due to rain = No Show.