APPLICABLE TO ORGANIZED GROUP DEPARTURES WITHIN PANAMA
SCOPE AND PURPOSE
This policy applies to all bookings made for fixed-date group tours operated within the territory of Panama, by both domestic and international tourists. It aims to establish clear and fair terms that protect the customer experience and ensure the proper operation of the tour company, considering the need for advance logistics, coordination with providers, and quality group service.
NATURE OF THE SERVICE
These services consist of fixed-date group tours with limited spots and predefined logistics.
They include components such as ground transportation, meals, entrance fees, experiences, guides, and operational management within the country.
By booking, the customer acknowledges and fully accepts this policy.
CANCELLATION BY THE CUSTOMER
Cancellations must be submitted in writing via email to: info@panamaget.com
ADMINISTRATIVE FEE:
All cancellations incur a non-refundable $25 administrative fee per person, under any circumstance. This fee covers administrative processing, provider payments, and personalized assistance.
REFUND TABLE
CANCELLATION NOTICE PERIOD
% REFUND ON TOTAL AMOUNT PAID
LESS $25 ADMIN FEE PER PERSON
- More than 30 days – 100% – 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-show – 0% – Yes
DATE CHANGES
Accepted up to 7 days before departure.
Subject to availability and confirmation by the agency.
FEES:
- $20 per person (1 or 2 people)
- $15 per person (3 or more)
The $25 administrative fee per person also applies (if not previously charged).
Only one change per booking is allowed. The new trip must be completed within 6 months of the original date.
BOOKING TRANSFER
Customers 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 information is provided
- A $10 administrative fee per person is paid
Same-day transfers are not allowed.
CANCELLATION OR RESCHEDULING BY THE AGENCY
If the agency must cancel due to logistical reasons, safety concerns, weather conditions, or failure to meet the minimum group size:
The customer may choose between:
- A full refund of the amount paid, or
- Rescheduling without penalty
The agency will notify as early as possible and offer available alternatives.
FORCE MAJEURE SITUATIONS (CUSTOMER)
CONSIDERED FORCE MAJEURE:
- Serious illness
- Accident
- Death of a direct family member
- Documented critical emergency situations
NOT CONSIDERED FORCE MAJEURE:
- Work shifts or job commitments. Customers are advised to check their availability before booking.
PROCEDURE:
Notify in writing and provide documentation within 5 business days after the tour date.
The agency will evaluate the case and may offer:
- Partial refund, depending on committed expenses
- Rescheduling without penalty
The $25 administrative fee per person is non-refundable.
EXTERNAL CAUSES (PROTESTS, WEATHER, NATIONAL EMERGENCIES)
If the tour cannot take place due to external causes such as road closures, protests, natural phenomena, or public health emergencies:
- 100% of the amount paid will be refunded, minus the $25 administrative fee per person
- Rescheduling without penalty may also be offered
NO-SHOWS AND LATE ARRIVALS
If the customer does not show up on the day of the tour or arrives late and misses the departure, it will be considered a “no-show.”
No refund will be issued.
We recommend arriving 15 minutes before the scheduled meeting time.
MEDICAL CONDITIONS AND CUSTOMER RESPONSIBILITY
It is the customer’s responsibility to inform the agency of any relevant medical or physical condition prior to booking.
Some tours may not be suitable for individuals with reduced mobility, pregnancy, or other restrictions.
The agency reserves the right to decline bookings if the activity is deemed unsuitable for the participant, prioritizing group safety and well-being.
CUSTOMER BEHAVIOR
The agency reserves the right to admission and continued participation during the activity.
If a customer behaves inappropriately, aggressively, or in a way that endangers the group, staff, or environment, they may be removed from the tour without refund.
SERVICE LANGUAGE
All tours are conducted in Spanish.
If a customer requires a guide in another language, this must be requested in advance. Additional charges may apply, subject to availability.
REFUNDS: TIMEFRAMES AND METHODS
Refunds will be processed within up to 20 business days from the date of confirmed cancellation or the tour date (whichever occurs later).
ORIGINAL PAYMENT METHOD – REFUND METHOD
- Bank transfer – Refunded to the same account
- Credit/debit card – Refunded to the same card
- Cash – In-office (with prior coordination)
POLICY ACCEPTANCE
Partial or full payment of any service implies full acceptance of this policy without exception. Customers are encouraged to read it carefully before confirming their booking.
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