Cancellation and Refund Policy

Last updated: August 6, 2025

At Info Santa Teresa, we are committed to providing a clear and fair experience for both travelers and local providers. This policy defines the timeframes and conditions for requesting cancellations and refunds, as well as the limits of our responsibility as a platform.

1. Deposit and Reservation Validity

When booking through Info Santa Teresa, the customer pays a 20% deposit of the total amount of the experience.
This deposit guarantees the spot in the selected activity and is considered non-transferable.
The remaining 80% is paid directly to the provider on the day of the experience, using the payment method agreed upon by both parties.

2. Cancellations by the Customer

If the customer wishes to cancel, they must do so at least 24 hours before the scheduled start time of the experience.
In that case, they may request a full refund of the 20% deposit.
If the cancellation is made less than 24 hours in advance, no refund will be issued.

3. Cancellations by the Provider

If the provider cancels the experience for any reason (such as bad weather, logistical issues, force majeure, or unavailability), the customer may choose to:
– Receive a full refund of the 20% deposit, or
– Reschedule the experience at no additional cost, subject to availability.

4. Booking Modifications

Changes in date, time, or number of participants must be requested at least 24 hours in advance and are subject to provider availability.
If rescheduling is not possible, the standard cancellation policy will apply.

5. Regarding the Remaining Balance (80%)

The remaining 80% is paid directly to the provider.
Info Santa Teresa does not act as a financial intermediary for this portion of the payment and is not responsible for refunds, disputes, or service issues that may arise after the experience.
Any additional agreements or changes to the service must be handled directly between the customer and the provider.

6. Refund Request Process

To request a refund, the customer must contact us via WhatsApp at +506 6025 2852 or use the contact form on our website.
Additional information or supporting documentation may be required before processing any refund.
Refunds will be made via the same payment method used, within 7 to 10 business days.

7. Limitation of Liability

Info Santa Teresa can only issue refunds on the 20% deposit paid through the website.
We are not responsible for payments, services, or any issues that depend exclusively on the provider.

8. Changes to This Policy

This policy may be updated without prior notice. The conditions in effect at the time of booking will app