Arenal Rafting

arenal-rafting-company
Menu
Facebook Youtube Instagram

Cancellation Policy

Home

Thank you for shopping at Arenal Rafting!

 
If, for any reason, You are not completely satisfied with a purchase we invite you to review our policy on cancellation and refunds.
The following terms are applicable for any products that you purchased with Us.
 

Interpretation and Definitions

Interpretation
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
 
Definitions
For the purposes of this Return and Refund Policy:
 
  • Company refers to Arenal Rafting Company, 100 meters north of the police station in La Fortuna, San Carlos avenida 333 calle 460..
    Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to Adventure Tours.
  • Website refers to Arenal Rafting , accessible from https://arenalrafting.com
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

 

Your Order Cancellation Rights

You are entitled to cancel Your Order 24 hours in advance from the start time of your tour, hours without giving any reason for doing so, with a 15% penalization used to pay charges of taxes and payment gateways.

Cancelations within 23 hours before the start time will be penalized with a 100%.

See Refundable exeptions applied when Canceling withing 24 hours before start time here.

In order to exercise your right of cancellation, you must inform Us of your decision by means of a clear statement. You can inform us of your decision by email: arenalrafting@gmail.com

By phone number: +506 89342626

We will reimburse You no later than during 5 days. We will use the same means of payment as You used for the Order, reciving a the 85% refund from your total Order.

 
also read:

Refundable Cancelations Exeptions

REFUNDABLE WORDING 

We provide refunds when cancelations take place within 24 hours before tour start time, ONLY IF…

You cannot Attend your Booking due to any of the reasons below and have provided the evidence requested below. Please also read the General Conditions of Refund

  • Pre-existing Medical Condition
  • Pregnancy Complication
  • Death of Immediate Family
  • Flight disruption
  • Adverse Weather
  • Home Emergency

You must read the General Conditions of Refund, and the individual reasons section below, for full information on what we will and will not refund for each reason.

We may consider other Emergency Circumstances at our discretion.

General Conditions of Refund

  • We do not refund for any reason associated with a Communicable Disease pandemic or epidemic, including Covid-19.
  •  Any reason for refund must not be foreseeable at the time You made the Booking.
  • We do not refund if You made Your Booking by mistake, or it is no longer wanted or needed.
  • You must make all arrangements to Attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.
  • You will be asked to provide supporting evidence at Your own expense, and a copy of the Booking confirmation.
  • Maximum refund value per person will not exceed the total value of their share of the Booking, or $2000 (or alternative currency equivalent). 
Refundable Wording
We provide refunds when cancelations take place within 24 hours before tour start time, **ONLY IF…**
Valid Reasons (you cannot attend and must provide evidence):
  • Pre-existing Medical Condition
  • Pregnancy Complication
  • Death of Immediate Family
  • Flight disruption
  • Adverse Weather
  • Home Emergency
General Conditions of Refund:
  • We do not refund for any reason associated with a Communicable Disease pandemic or epidemic, including Covid-19.
  • Any reason for refund must not be foreseeable at the time you made the Booking.
  • We do not refund if you made your Booking by mistake, or it is no longer wanted or needed.
  • You must make all arrangements to attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.
  • You will be asked to provide supporting evidence at your own expense, and a copy of the Booking confirmation.
  • Maximum refund value per person will not exceed the total value of their share of the Booking, or $2000 (or currency equivalent).
Illness / Injury (definition & conditions): Definition: An illness or accidental injury to a person in the Booking or an Immediate Relative.
What we do not refund:
  • Where you cannot provide evidence that the person affected is within the Group due to attend the Booking.
  • Telephone or online consultations.
  • Where you have not been physically examined by a Doctor prior to the date of the Booking.
  • Conditions that are unpredictable and the event is more than two months in the future.
Evidence required: A doctor’s note or Medical Certificate confirming the details of the illness or injury, the date it first occurred, and that it prevents attendance. Proof of relationship if needed.
Pre-existing Medical Condition: Definition: A physical or mental health condition that you already had when you made the Booking that would not normally prevent you from attending.
What we do not refund:
  • Where guidelines for your pre-existing medical condition would normally prevent you from attending.
  • Telephone or online consultations.
  • Conditions that are unpredictable and the event is more than two months in the future.
Evidence required: Doctor’s note or Medical Certificate confirming the details of the illness, the date it changed, and that it prevents attendance.
Pregnancy Complication: Definition: A complication of pregnancy you were unaware of when booking which prevents attendance.
What we do not refund: Normal pregnancy.
Evidence required: Doctor’s note or Medical Certificate confirming details of the complication, the date it occurred, and that it prevents attendance.
Death (You or immediate family): Definition: Death any time prior to the Booking of you or an immediate family member, up to 35 days before the event.
What we do not refund: Where you cannot provide evidence that the person was within your immediate family or in the group.
Evidence required: Death certificate and proof of relationship.
Flight disruption: Definition: Cancellation or significant delay of flights you were unaware of before booking that prevents attendance.
What we do not refund:
  • If your flight is your booking and it’s cancelled or postponed, your refund will not be paid through this service (contact Customer Services).
  • If you were aware of the disruption prior and did not make reasonable alternative travel arrangements.
Evidence required: Copy of airline ticket and notice of cancellation or disruption from airline.
Adverse Weather (IMN): Definition: Weather where the Instituto Meteorológico Nacional (IMN) issues red-alert warnings not to travel or participate.
What we do not refund: Weather without IMN warnings not to travel or participate.
Evidence required: IMN report.
Emergency Circumstances: Definition: An unforeseen circumstance completely outside your control. The decision to refund is at our discretion.
What we do not refund: Anything that the Customer Experience Team doesn’t consider valid under this list. Any change to work schedule (except as listed), etc.
Evidence required: Any evidence requested by Customer Experience Team to verify the emergency circumstance.

Definitions for cancellations exeptions

The following words or phrases have the meaning shown below wherever they appear in bold in this document.
We/Us/Our – We are the Booking agent with whom You made the Booking.
You/Your/Yourself – A person who has made a Booking alone or as part of a group with Us.
Attend – participate in, take part in, use, or be present at.
Booking – The pre-planned and pre-booked service(s)/event(s)/flight(s)/ticket(s) transacted with Us by You.
Communicable Disease – means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people.
Doctor – A qualified medical practitioner registered and licensed with a recognised professional body. A doctor cannot be You or a member of Your family.
Emergency Services – Police, Fire and Rescue Service or other Emergency Services.
Immediate family – Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily.
Immediate household – persons living together at the same permanent address.
Paying Party – Any organisation or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund.

IMPORTANT

Any translation of this document from English is for assistance and information only. In event of a Refund Application the English language version shall be the basis of settlement.

All aspects of this document are subject to Costa Rican law and the jurisdiction of Costa Rica.

These reasons for refund are considered on an entirely discretionary basis and are not to be taken as a guarantee of refund.

This is not an insurance policy. A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.