Last updated: Julio 26, 2022

Cancelation and Refund Policy

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

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.
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
  • 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:

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.

Contact Us

If you have any questions about our Cancellation and Refunds Policy, please contact us:By email:

By phone number: +506 89342626

also read:

Refundable Cancelations Exeptions


We provide refunds when cancelations take place within 48 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). 


Definition means 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   

Doctor’s note or Medical Certificate confirming:

·       the details of the illness or injury,

·       the date it first occurred,

·       that it prevents the person from Attending.

Proof of relationship.

Definition means a physical or mental health condition that You already had when You made the Booking that would not normally prevent You Attending.
What we do not refund   

Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.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:·       details of the illness,

·       the date it changed,

·       that it prevents the person from Attending.

Definition: means a complication of pregnancy You were unaware of when Booking and which means You cannot Attend the Booking.
What we do not refund  Normal Pregnancy.
Evidence required   

Doctor’s note or Medical Certificate confirming:

·       details of the complication,

·       the date it occurred,

·       that it prevents the person from Attending.

Definition: means Your death any time prior to the Booking or the death of an Immediate Family member or any person(s) in the Group due to Attend the event, up to 35 days prior to the date of the Booked event.
What we do not refund   

Where you cannot provide evidence that the person was within Your Immediate Family or in the Group due to Attend the Booking.

Evidence required   

A death certificate.Proof of relationship.

Definition: means cancellation or significant delay of flight(s) which You were unaware of before the date of the Booking, that prevents You from Attending Your Booking.
What we do not refund   

If Your flight is Your Booking and it is cancelled or postponed, your refund will not be paid through this service, contact Customer Services.If You were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements.

If there is a financial failure of any Transport provider.

If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled.

Evidence required   

A copy of Your airline ticket and notice of cancellation or disruption from the airline.

Definition: means weather where the IMN(Instituto Meteorologico Nacional) has issued warnings (Red Alert Wheather) not to travel, or participate on the activity which mean You cannot Attend.
What we do not refund Adverse weather with no IMN warnings not to travel or participate on the activity.
Evidence required  IMN report.
Definition: means an unforeseen circumstance completely outside Your control and of no fault of Yours. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.
What we do not refund   

Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for refund.

Any change to your work schedule (other than the specific situations listed under Work Relocation or Emergency Services Recall sections of these terms).


Evidence required


Any evidence requested by our Customer Experience Team to verify the emergency circumstances.


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.


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.