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Arenal Rafting

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Online Booking Cancellation Policy

Policy Menu

In case you made your reservation by website, direct call, email or whatsapp message please fill out the next form. We will review your request and apply the applicable cancellation policy based on the date and time your request is received.

Please note that once a cancellation request has been approved, refunds may take up to 5 business days to be processed.

Cancellation Form

https://forms.gle/Wqc7XXC4iUAZwK5e7

About Third-Party Reservations

Incase your reservation was made through travel agencies, online travel agencies (OTAs), wholesalers, resellers, hotel concierges, destination management companies, or third-party platforms such as GetYourGuide, Viator, TripAdvisor, Expedia, Booking.com, or similar providers must be canceled directly through the original booking channel. For these reservations:
  • The cancellation policies of the booking provider apply.
  • Our direct booking cancellation policies do not apply.
  • Cancellation requests must be submitted directly to the booking provider.
  • We cannot issue refunds, credits, modifications, or exceptions for reservations managed by third-party sellers.
If your reservation was made through one of these channels, please contact your booking provider directly and do not submit a cancellation request through our website.

Reschedule Policy

We understand that travel plans may change. For this reason, We offer the possibility of rescheduling Your tour under the following conditions:

  • Free Reschedule: Date changes requested no later than 8:00 PM (Costa Rica local time) on the day before the scheduled tour may be processed without any penalty, subject to availability.
  • Late Reschedule Requests: Any request received after 8:00 PM on the day before the tour, including requests made on the day of the activity, will be subject to a 40% rescheduling fee, calculated based on the total value of the reservation. The remaining value will be applied toward the new booking date.
  • Availability: All reschedule requests are subject to tour availability. If the requested date is unavailable, alternative dates will be offered whenever possible.
  • How to Request a Reschedule: All reschedule requests must be submitted in writing by email or through Our official customer service channels. A reschedule is considered confirmed only after You receive written confirmation from Us.
Please note that, as the tour departure approaches, We have already committed to third-party operational expenses such as transportation, guides, kitchen services, safety personnel, equipment, and other logistical arrangements. The rescheduling fee helps offset these costs while still allowing Guests the flexibility to enjoy their experience on another available date.

Online Booking Cancellation Policies

Flexible Booking Protection

At the time of online bookings,  guests are offered the option to purchase Flexible Booking Protection. This optional add-on provides enhanced flexibility and may allow eligible last-minute cancellations that would otherwise be non-refundable under the standard cancellation policy. Flexible Booking Protection is specifically designed to provide peace of mind in the event of unexpected travel disruptions or personal emergencies and may allow eligible last-minute cancellations, subject to the terms, conditions, and coverage limits applicable at the time of purchase. Flexible Booking Protection must be purchased during the booking process and cannot be added, modified, transferred, or applied retroactively after a reservation has been confirmed. Guests who choose not to purchase Flexible Booking Protection acknowledge and accept the standard cancellation terms described below.

Standard Cancellation Policy

All cancellation requests must be submitted in writing and are processed based on the date and time they are received by our reservations department. Refund Schedule
  • Cancellations received 24 hours or more before the scheduled tour departure time are eligible for a refund less a 15% processing fee.
  • Cancellations received less than 24 hours before the scheduled tour departure time are non-refundable.
  • No-shows are non-refundable.
  • Unused portions of a tour are non-refundable.
Refund eligibility is determined solely by the date and time the cancellation request is received. Why Cancellation Fees Apply? Each reservation requires advance planning and the allocation of resources long before the tour departure time. Once a booking is confirmed, we begin coordinating multiple operational and third-party services that form an essential part of the guest experience. These commitments may include, but are not limited to:
  • Payment gateway and credit card processing fees
  • Booking engine and reservation platform commissions
  • Banking and currency conversion fees
  • Administrative and reservation management costs
  • Guide scheduling and staffing commitments
  • Transportation planning and vehicle allocation
  • Kitchen operations and meal preparation
  • Safety equipment preparation and maintenance
  • Operational logistics and resource allocation
  • Other third-party services required to operate the tour safely and efficiently
Because many of these costs are incurred or committed in advance, cancellations may result in financial losses and operational disruptions that cannot be recovered, particularly when notice is received shortly before the tour departure time. For cancellations received 24 hours or more before departure, we retain only a 15% processing fee to partially offset these non-recoverable costs. For cancellations received less than 24 hours before departure, the reservation becomes fully non-refundable. At that stage, staffing, transportation, meal planning, equipment allocation, operational scheduling, and other resources have already been committed specifically for the reservation, making it impossible for us to recover the associated costs or reliably resell the reserved spaces. We appreciate our guests’ understanding, as these policies help us maintain the quality, safety, reliability, and sustainability of our operations while ensuring fair treatment for all guests and staff involved in delivering the experience.

Strict Time-Based Policy

Our cancellation policy is strictly based on the amount of notice provided before the scheduled tour departure time. For reservations that do not include Flexible Booking Protection, no exceptions, credits, refunds, rescheduling, or special considerations will be granted due to:
  • Illness or medical conditions
  • Medical emergencies
  • Pregnancy-related complications
  • Flight delays or cancellations
  • Missed flights or missed connections
  • Airport disruptions
  • Traffic delays
  • Transportation failures
  • Road closures
  • Weather conditions affecting travel
  • Natural disasters affecting the guest’s travel plans
  • Family emergencies
  • Death of a family member or travel companion
  • Work-related conflicts
  • Changes in personal schedules
  • Passport, visa, or immigration issues
  • Hotel booking issues
  • Transportation provider issues
  • Lost or delayed baggage
  • Cruise ship itinerary changes
  • Any other circumstance that prevents participation in the tour
Guests are solely responsible for arriving at the designated meeting location at the specified check-in time.

Refund Processing

Approved refunds are generally processed within five (5) business days after the cancellation request has been reviewed and approved. Actual posting times may vary depending on the guest’s bank, credit card issuer, payment processor, PayPal, digital wallet provider, or financial institution. Processing times established by third-party financial institutions are outside our control.

Acceptance of Terms

By completing a reservation, guests acknowledge that they have read, understood, and accepted this Cancellation Policy and agree to be bound by its terms and conditions. Guests further acknowledge that cancellation eligibility is determined solely by the amount of notice provided prior to the scheduled departure time and not by the reason for cancellation. Failure to attend the tour, late arrival, inability to locate the meeting point, transportation problems, travel disruptions, or any circumstance preventing participation does not exempt the guest from these cancellation terms. The purchase of a reservation constitutes full acceptance of all booking, cancellation, refund, and participation conditions described herein.