Cancelation Policy
Self-Drive Tours
To receive a full refund, cancellations must be made at least 24 hours prior to the tour’s start time. Bookings made within 24 hours are final. You can only request to reschedule the tour. (once you reschedule the reservation becomes non refundable)
Staff arrives 1-1.5 hours before your tour to prepare equipment. Therefore, no refunds can be issued for no-shows.
Once you reschedule your reservation, the booking becomes non-refundable.
This policy is in place to prevent misuse of the 24-hour cancellation window, where customers reschedule their reservation and later attempt to cancel again for a refund.
Please make sure your new selected date and time work for you before confirming any changes to your reservation.
Tours with Transportation Included
Cancellations must be made at least 48 hours before the scheduled pickup time to qualify for a full refund. Reservations canceled less than 48 hours in advance are non-refundable, and reservations made 48hrs or less than the pick up time are final and non refundable.
If a tour is canceled due to weather or water levels rising in the river after guests have been picked up and transported from their location to our facility, the cost of the tour activity will be fully refunded, the cost of transportation won’t be refunded.
If the transportation service is canceled due to weather before it has been started or substantially completed, no transportation charges will apply and you will receive a full refund for both, the tour activity and transportation.
Weather Cancelation Policy
If we must cancel a tour or are unable to complete it due to weather conditions, we will issue a partial or full refund based on the number of activities completed.
Please note that late arrivals do not qualify for refunds; if you arrive late and start after your scheduled time, no refund will be issued.
Weather in Costa Rica
Weather conditions can vary greatly across different areas and there are many microclimates here. If you are traveling from another city, please ask us directly what the weather is like in our town before canceling. Sometimes in other towns it can be pouring rain and in our town can be very sunny.
Late Arrivals
Please arrive 20 or 15 minutes before your scheduled start time to check in for your tour and get ready
Late arrivals are non-refundable, regardless of weather conditions.
Group Tours
Group tours must start on time, since there will be other people going we cannot delay the entire tour for late arrivals.
There can be up to 20 people in a group tour so all of the other people who were on time cannot be forced to wait because one group is late.
If you arrive late, you have two options:
- Wait for the next available group tour (1-2 hours, if space permits).
- Switch to a private tour for an additional fee of $10 per person (the difference in price between the 2 tours). Private tours can start as soon as you’re ready, subject to availability.
Please keep us informed about your expected arrival time.
Private Tours
Private tours offer greater flexibility. While not guaranteed, we will do our best to accommodate new start times based on availability. Please keep us updated if you anticipate being late.
Partial Cancelation
No refunds will be issued after the tour has commenced. If any member of your group decides to discontinue an activity or doesn’t want to participate in the second activity, no refunds will be provided. Once a tour is in progress, the sale is final. Once the activity is underway refunds will be granted only in case of weather.
How to Cancel or Reschedule a Tour
Why do we only accept cancellations by email?
Email provides a written record of your request, ensuring accurate processing and helping avoid misunderstandings regarding cancellation deadlines.
How to Cancel or Reschedule a Tour
To cancel or reschedule a tour, please contact us via live chat, WhatsApp, email, or text/call.
Include your order number or the email used for booking, and specify if you want to cancel or reschedule.
We can only assist with cancellations and rescheduling for tours booked directly through our website.
For changes to tours booked through third-party sites (Airbnb, TripAdvisor, GetYourGuide, etc.), please contact those platforms directly.
Refund Process
You will receive a cancellation confirmation within 24 hours of your request, along with details about your refund.
Please allow up to 2 weeks for the refund to post in your account.
Contact Us
For any questions about our cancellation policy, please reach out directly:
We reply within 5 minutes on all platforms from 8am-5pm CST and on the live chat from 6am-9pm CST