APPLICABLE TO GROUP DEPARTURES ORGANIZED WITHIN PANAMA
Scope and Purpose
This policy applies to all reservations made for fixed-date group tours operated within the territory of Panama, by both domestic and international tourists. Its purpose is to establish clear and fair terms that protect the customer experience and ensure the proper functioning of the tour operator, considering advance logistics, supplier coordination, and the quality of group service.
Nature of the Service
- Services are group tours with fixed dates, limited spots, and prearranged logistics.
- They include components such as ground transportation, meals, entrance fees, experiences, guides, and operational management within the country.
- By booking, the client declares that they understand and fully accept this policy.
Cancellation by the Client
Management Fee
All cancellations are subject to a fixed non-refundable fee of $25 per person. This fee covers administrative procedures, supplier payments, and personalized service.
Refund Table
(less the $25 management fee per person)
Cancellation Notice% Refund of Total PaidManagement FeeMore than 30 days100%Yes21 to 30 days80%Yes14 to 20 days60%Yes7 to 13 days40%Yes3 to 6 days20%YesLess than 72 hours or no-show0%Yes
Date Changes
- Allowed up to 7 days before departure.
- Subject to availability and agency confirmation.
- Costs:
$20 per person (1 or 2 people).
$15 per person (3 or more). - The $25 management fee applies (if not previously charged).
- Only one change is permitted per reservation. The new trip must take place within 6 months of the original date.
Reservation Transfer
The client may transfer their spot to another person without losing their investment, provided that:
- The request is made at least 48 hours in advance by email.
- The new participant’s information is provided.
- An administrative fee of $10 per person is paid.
- Transfers are not accepted on the day of the tour.
Cancellation or Rescheduling by the Agency
If the agency is forced to cancel due to logistics, safety, weather conditions, or not reaching the minimum number of participants:
- The client may choose between a full refund of the amount paid or
- Rescheduling without penalty.
The agency will notify clients as early as possible and offer available alternatives.
Client Force Majeure
Considered Force Majeure:
- Serious illness
- Accident
- Death of an immediate family member
- Critical emergency situations with documentation
Not Considered Force Majeure:
- Work shift changes or professional commitments.
- We recommend verifying availability before booking.
Procedure:
- Notify in writing and provide documentation within 5 business days after the scheduled tour date.
- The agency will evaluate the case and may offer:
Partial refund, depending on expenses already incurred.
Rescheduling without penalty.
📌 The $25 management fee per person is non-refundable.
External Causes (Protests, Weather, National Emergencies)
If the tour cannot take place due to external reasons such as road closures, protests, natural phenomena, or health emergencies:
- 100% of the amount paid will be refunded, less the $25 management fee per person.
- Alternatively, rescheduling without penalty may be offered.
No-Shows & Late Arrivals
- If the client does not show up on the tour date or arrives late and misses departure, it will be considered a “no-show.”
- No refunds will be issued.
- We recommend arriving at least 15 minutes before the scheduled meeting time.
Medical Conditions & Client Responsibility
- Clients are responsible for informing the agency prior to booking about any relevant medical or physical conditions.
- Some tours may not be suitable for people with reduced mobility, pregnancy, or other restrictions.
- The agency reserves the right to refuse bookings if it considers the activity unsuitable for the participant, prioritizing the safety and well-being of the group.
Client Behavior
- The agency reserves the right of admission and participation during the activity.
- If a client engages in inappropriate, aggressive, or risky behavior toward the group, staff, or environment, they may be excluded from the tour without the right to a refund.
Language of Service
- All tours are provided in Spanish.
- If the client requires a guide in another language, this must be requested in advance, may incur an additional fee, and is subject to availability.
Refunds: Timeline & Methods
- Refunds will be processed within up to 20 business days, counted from the confirmed cancellation date or the tour date (whichever occurs later).
Original Payment Method → Refund Method
- Bank transfer → Same bank account
- Credit/Debit card → Same card
- Cash → At the office (with prior coordination)
Policy Acceptance
Partial or full payment of any service implies full and unconditional acceptance of this policy. Clients are strongly advised to read it carefully before confirming their booking.
🎧 Support: info@panamaget.com
