Cancellation and Refund Policy
Please carefully review the Terms before using our Service. This agreement is between you and Caliza Travel. By accessing or using the Service, you affirm that you have read, understood, and fully accepted these Terms.
By using our Services, you agree that you are over eighteen (18) years of age and can form legally binding contracts under applicable law. While our services are available to any adult at any time, for minor visitors, we require them to be accompanied by an adult during the tour to ensure a safe experience.
For shared tours, the departure is subject to a minimum of 4 participants. In the event that the minimum number of participants is not met, the agency reserves the right to cancel by providing maximum notice, up to 24 hours before the departure date. In such cases, the agency will proceed to return 100% to clients who have already made an advance payment. The return will be completed within the next 7 business days, or Caliza Travel will offer the option to refund the full payment, postpone the tour to another date when the minimum number has been reached, or make a price upgrade to a private tour where the Traveler must pay the difference.
Changes to reservations, such as dates or times, requested by the Traveler, have an additional administrative charge and depend on availability. Desired changes are not confirmed until the Traveler contacts Caliza Travel to check if a change is possible. If so, Caliza Travel will communicate the administrative fee and any additional costs, and the Traveler must pay those fees. If the Traveler does not agree, the change will not be made. Additionally, for each reservation, only one change is possible. Therefore, with a confirmed and implemented change, the Traveler accepts that the cancellation terms are no longer valid and has no right to claim a refund from Caliza Travel or demand other changes.
If a client requests the cancellation of a reservation, Caliza Travel will deduct 20% of the total cost of the tour corresponding to the canceled places, provided it is requested at least 48 hours before the tour departure date. Otherwise, a 100% penalty applies.
If the Traveler does not appear on the date and time of the booked tour without prior cancellation, the right to carry out the tour expires with no rights to claims, refunds, interests, or any sanctions in favor of the Traveler.
If the Traveler purchased a Tour with a discount code and cancels it, only the price paid by the Traveler will be refunded, not the original price of the Tour. Tours are not interchangeable, meaning they cannot be exchanged with another Tour of the same value. The Traveler can contact Caliza Travel for more information about each specific case.
Caliza Travel reserves the right to provide the service only if the client pays 100% of the trip at the time of boarding the unit or prior to doing so.
If the client has to leave the tour during the trip for personal reasons, Caliza Travel will not return any advance payment or amount paid.
Caliza Travel is not responsible for setbacks caused by weather, accidents, highways under repair, demonstrations, roadblocks, closed streets, or other causes that may delay established times or interfere with the activities scheduled in the itinerary.
In the event that one or more clients put the company at risk during the tour, affecting the physical, emotional, or moral integrity of the group or staff, the agency reserves the right to cancel the provision of services without any refund, releasing the agency from all responsibility.
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