Applicable to Group Outings Organized Within Panama

1. Scope and Purpose
This policy applies to all reservations made for fixed-date group tours operated within the territory of Panama, for both domestic and international tourists. It aims to establish clear and fair terms that protect the customer experience and ensure the proper functioning of the tour operator, considering advance logistics, coordination with suppliers, and the quality of group services.

2. Nature of the Service

• Services consist of group tours with fixed dates, limited availability, and pre-arranged logistics.

• They include elements such as ground transportation, meals, entrance fees, experiences, guides, and operational management within the country.

• By booking, the client acknowledges and fully accepts this policy.

3. Cancellations by the Client
Cancellations must be requested in writing only via email to:
esanchez@panamaget.com

Management Fee:

• All cancellations are subject to a non-refundable fixed management fee of $25 per person, under any circumstances.
  This fee covers administrative processing, supplier payments, and personalized support.

Time Before Departure% Refund on Total Paid$25 Management Fee Applies

               More than 30 days100%Yes

               21 to 30  days   80%  Yes

               14 to 20  days   60%  Yes

               7 to 13    days    40%  Yes

               3 to 6      days    20%  Yes

Less than 72 hours or no-show0%Yes

4. Date Changes

• Allowed up to 7 days before departure.

• Subject to availability and confirmation by the agency.

Fees:

• $20 per person (for 1 or 2 people).

• $15 per person (for 3 or more).

• The $25 management fee per person also applies (if not previously charged).

Only one change per reservation is allowed. The new tour must be taken within 6 months of the original date.

5. Reservation Transfer
Clients may transfer their booking to another person without losing their investment, provided that:

• The request is made at least 48 hours in advance via email.

• The new participant's details are provided.

• A $10 administrative fee per person is paid.

Transfers are not accepted on the day of the tour.

6. Cancellations or Rescheduling by the Agency
If the agency must cancel due to logistics, safety, weather conditions, or not meeting the minimum group size:

• Clients may choose:

  • A full refund, or

  • Rescheduling without penalty.

The agency will notify as early as possible and provide available alternatives.

7. Client Force Majeure Situations
Considered valid cases of force majeure:

• Serious illness.

• Accident.

• Death of a direct family member.

• Documented critical emergency situations.

Not considered force majeure:
Shift changes or work commitments. We recommend confirming availability before booking.

Procedure:

• Notify in writing and provide supporting documents within 5 business days of the tour date.

The agency will review the case and may offer:

• A partial refund, depending on expenses already incurred.

• Rescheduling without penalty.

The $25 management fee per person is non-refundable.

8. External Causes (Protests, Weather, National Emergencies)
If the tour cannot take place due to external factors such as road closures, protests, natural disasters, or health emergencies:

• 100% of the amount paid will be refunded, minus the $25 management fee per person, or

• Rescheduling may be offered without penalty.

9. No-Shows and Late Arrivals

• If a client fails to appear or arrives late and misses the departure, it will be considered a no-show.

• No refunds will be issued.

• We recommend arriving at the meeting point 15 minutes before the scheduled time.

10. Medical Conditions and Client Responsibility

• It is the client’s responsibility to inform the agency before booking of any relevant medical or physical condition.

• Some tours may not be suitable for individuals with reduced mobility, pregnancy, or other restrictions.

• The agency reserves the right to refuse bookings if the activity is deemed unsuitable for the participant, prioritizing group safety.

11. Client Behavior

• The agency reserves the right to deny admission or remove a participant during the activity.

• Inappropriate, aggressive, or unsafe behavior toward the group, staff, or the environment may result in removal from the tour without refund.

12. Service Language

• All tours are conducted in Spanish.

• If a client requires a guide in another language, this must be requested in advance. This service may incur an additional fee, subject to availability.

13. Refunds: Timing and Method
Refunds will be processed within up to 20 business days from the date of confirmed cancellation or tour date (whichever is later).

Refunds will be issued using the original payment method:

Original Payment MethodRefund Method

Bank TransferTo the same account

Credit/Debit CardTo the same card

CashIn office (with prior coordination)

14. Acceptance of the Policy
Partial or full payment for any service implies full and unconditional acceptance of this policy. Clients are advised to read it carefully before confirming their reservation.