Política de reembolso
Cancellation & Refund Policy
Effective Date: February 18, 2026 | Last Updated: August 19, 2026
Cartagena Day Tours LLC | Chicago, Illinois, USA | info@cartagenadaytours.com
Cartagena Day Tours LLC sets its own cancellation policy independent of individual operator policies. Customers must always contact us directly for cancellations, changes, or refund requests. There is no need to contact the operator.
1. Customer-Initiated Cancellations
| Cancellation Timing | Refund | Note |
|---|---|---|
| 72 hours or more before departure | 100% Full Refund | Processed within 5–10 business days |
| Less than 72 hours before departure / No-show | No Refund | Full charge applies |
Important: This general cancellation policy applies to day tours and shared experiences. Private boat rentals are subject to the specific cancellation policy established in Section 5.
2. How to Cancel
All cancellation requests must be submitted in writing to our official email. Social media, phone, or chat cancellations are not accepted as official.
- Email: info@cartagenadaytours.com
- Subject line: "Cancellation Request — [Your Booking Reference Number]"
- Include: your full name, booking date, tour name, and reason for cancellation
Important: The cancellation window is based on the time the request is received in our system (email timestamp), not when it is reviewed or confirmed.
3. Rescheduling / Booking Modifications
- 48 hours or more before departure: FREE rescheduling — subject to availability, at no additional cost
- Less than 48 hours before departure: treated as a cancellation per Section 1 — no refund applies
Rescheduled tours must be completed within 6 months of the original booking date, at the same value paid. No price difference will be charged if the experience price has changed.
Private boat rentals: Rescheduling requests must be submitted at least 5 days before departure and are subject to boat availability.
4. Weather & Safety Conditions
In the event of severe weather, unsafe maritime conditions, or official navigation restrictions determined by the operator or local maritime authority:
- Reschedule at no additional cost
- OR receive a full refund
Important: Light rain, cloudy skies, or typical tropical weather conditions are not considered valid reasons for cancellation or refund. Experiences operate under normal weather variability.
Final decisions regarding weather-related cancellations are determined by the operator and/or local authorities based on safety conditions.
5. Product-Specific Policies
Day Tours & Shared Experiences
Day tours and shared experiences may operate under specific operator conditions. In general, experiences continue under normal weather conditions and standard operational guidelines.
Private Boat Rentals
Private boat rentals require advance vessel reservation, crew coordination, provisioning, and capacity blocking. For this reason, the following specific cancellation conditions apply:
- 5 days or more before departure: 100% full refund.
- Less than 5 days before departure: The cancellation may be subject to partial charges or may be non-refundable, depending on committed operational costs, crew coordination, provisioning, reserved beach club access, and optional services already confirmed.
- No-show or missed departure: No refund.
Rescheduling requests must be submitted at least 5 days before departure and are subject to boat availability.
Optional services and special arrangements—including catering, private chef services, decorations, transportation, beach club reservations, DJs, photographers, and other add-ons—may be non-refundable once confirmed, purchased, or prepared.
If navigation is officially restricted by DIMAR or another competent maritime authority, customers may reschedule at no additional cost or receive a full refund. Light rain, cloudy skies, or normal tropical weather conditions do not qualify for a refund when navigation remains authorized.
Villa Rentals & Custom Experiences
Villa rentals and custom private experiences may be subject to specific operator cancellation policies, which will be disclosed at the time of booking.
6. Third-Party Operator Responsibility
Cartagena Day Tours LLC acts as an independent booking platform connecting customers with local operators.
Refund decisions may require coordination and approval from the assigned operator, particularly in cases involving reserved capacity, operational costs, or special arrangements.
7. No-Show Policy
Failure to arrive at the designated meeting point at the scheduled time will be considered a no-show and is non-refundable.
Late arrivals or missed departures are treated as no-shows.
8. Non-Refundable Items
- Third-party booking or payment processing fees
- Any add-ons or upgrades marked as non-refundable at time of purchase
- Services partially used or missed due to late arrival
9. Refund Processing
Approved refunds will be issued to the original payment method within 5–10 business days.
Processing times may vary depending on the payment provider, bank, or card issuer.
10. Chargebacks & Payment Disputes
By completing a booking, customers agree to this Cancellation & Refund Policy. Initiating a chargeback without first contacting us may result in denial of future bookings and submission of this policy as supporting evidence to the payment provider.
Questions? Contact us at info@cartagenadaytours.com. We're happy to help find the best solution.