Clear booking terms
Cancellation Policy
Understand refund timing, exceptions and the information needed to review a cancellation request.
More than 24 hours
Full refund before the final 24-hour window
Cancel more than 24 hours before the scheduled start of your tour or transfer to receive a full refund.
Inside 24 hours
Cancellations made within 24 hours of the scheduled service are non-refundable because vehicles, guides and operating time have already been reserved.
Operational exceptions
When circumstances prevent service
Attraction closure
If the principal attraction closes and no suitable alternative is accepted, the case is reviewed for refund or rescheduling.
Severe weather
Unsafe conditions or official restrictions are reviewed according to the actual operating status.
Cruise cancellation
If the cruise line cancels the call at Puerto Plata, send the official itinerary notice for review.
Request review
Contact us as soon as plans change
Include the reservation name, service date, tour or route and reason for cancellation.
- Send the request by email or WhatsApp.
- Use the same contact details as the reservation.
- Attach airline or cruise documentation when relevant.
- Approved refunds return through the applicable payment method.
Need assistance?
Our customer-service team is available 24/7
Send the reservation details so we can review the request.