CANCELLATION POLICY

Cartagena tour guides and experiences SAS

At Cartagena Tour Guides and Experiences S.A.S., we specialize in creating personalized and immersive travel experiences designed to help our guests disconnect from their daily routines and fully embrace the magic, culture, and beauty of Cartagena.

Because each of our tours and experiences is carefully organized in advance — often involving private guides, transportation, local hosts, artists, restaurants, boat operators, and third-party service providers — our cancellation policy is tailored to each type of experience.

We kindly ask all travelers to review the following cancellation terms before confirming their reservation.

1. Standard Private Tours and Experiences

The following experiences may be canceled free of charge up to 24 hours before the scheduled tour start time:

• Private Walking Tour

• Private Biking Tour

• Private City Tour

• Private Painting Classes

• Private Food Tour

• Private Tour to San Basilio de Palenque

• Private Beach Day in Playa Blanca

• Private Tour to the National Aviary and Playa Blanca

• Private Half-Day Playa Blanca with Plankton Experience

• Private Full-Day Playa Blanca with Plankton Experience

Refund Terms

Cancellations made 24 hours or more before the tour start time:

• Eligible for a 100% refund

Cancellations made less than 24 hours before the tour start time:

• Non-refundable

No-shows or failure to arrive at the agreed meeting point:

• Non-refundable

2. Private Boat Tour to Rosario Islands

Due to the advance coordination required with private boat operators, marina scheduling, and operational logistics, this experience has different booking and cancellation requirements.

Booking Requirement

Reservations for the Private Boat Tour to Rosario Islands must be confirmed at least 24 hours before the scheduled departure time.

Cancellation Requirement

Cancellations must be made at least 48 hours before the scheduled departure time.

Refund Terms

Cancellations made 48 hours or more before departure:

• Eligible for a 100% refund

Cancellations made less than 48 hours before departure:

• Non-refundable

3. Weather and Operational Conditions

Certain experiences may be affected by weather, sea conditions, government restrictions, or operational circumstances beyond our control. If Cartagena Tour Guides and Experiences S.A.S. must cancel an experience due to safety concerns or unforeseen operational issues, travelers will be offered one of the following:

• Rescheduling for another available date

• Credit toward another experience

• Full refund (when rescheduling is not possible)

4. Late Arrivals

Our experiences operate on carefully scheduled itineraries. Guests who arrive late may miss part or all of their experience. Depending on operational availability, we may attempt to accommodate late arrivals; however:

• No refunds are provided for missed time due to late arrival

• Full charges apply if participation becomes impossible due to delay

5. Changes to Reservations

Requests to modify a reservation (date, time, participant count, or service details) are subject to availability. We recommend requesting any changes as early as possible.

6. Refund Processing

Approved refunds are processed using the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

7. Contact for Cancellations or Changes

To cancel or modify a reservation, please contact us directly through:

• WhatsApp

• Email

• Website contact form

Please include:

• Full name

• Booking reference

• Tour date

• Requested change or cancellation

Our Commitment

At Cartagena Tour Guides and Experiences S.A.S., we value transparency, fairness, and exceptional service. Our cancellation policy is designed to protect both our travelers and the local professionals who help us create unforgettable experiences in Cartagena.