At Get Lost In Costa Rica, we understand that unexpected situations can arise. That’s why we’ve created a transparent, fair cancellation policy that balances our guests’ needs with the logistical commitments involved in organizing each experience.

Below is a detailed explanation of our policies regarding changes, cancellations, and refunds:

1. Reservation Confirmation

A reservation is considered confirmed only when one of the following conditions is met, as specified to the guest:

• • An advance payment or full payment has been made.
  • A payment receipt has been submitted within the agreed time frame at the time of booking.

Without confirmation of payment, the reservation is not guaranteed and may be released to other interested parties without notice.

2. Cancellation by the Guest

Guests may cancel their participation at any time, but eligibility for a refund depends on how far in advance the cancellation is made, due to the operational costs already incurred.

A. Cancellations made more than 72 hours in advance

• • Guests are entitled to a 100% refund of the amount paid.
  • If only a deposit was made, the full deposit will be refunded.
  • The guest may choose between:
    • A direct refund (processed within up to 5 business days)
    • Applying the amount as credit toward another date or experience, subject to availability

B. Cancellations made between 48 and 72 hours before the tour

• • 50% of the amount paid will be retained to cover administrative and non-refundable service costs.
  • The remaining 50% may be refunded or issued as credit for a future tour, valid for 3 months.

C. Cancellations made less than 48 hours before the tour

• • No refunds will be issued, as transport, meals, guides, and logistics have already been confirmed.
  • In exceptional cases, and at the discretion of management, partial credit may be offered if the guest provides justification due to a major incident (e.g., hospitalization, accident).

3. Rescheduling by the Guest

Guests are allowed to reschedule a confirmed tour once, under the following conditions:

• • The request must be made at least 72 hours in advance of the scheduled departure.
  • Rescheduling is subject to availability on the new requested date.
  • If rescheduling is not possible due to lack of availability, the amount paid can be used as credit for up to 90 calendar days.

Rescheduling within 48 hours of the tour date is not permitted, except in proven cases of force majeure.

4. Cancellation by Get Lost In Costa Rica

We reserve the right to cancel or modify an experience in exceptional circumstances such as:

• • Extreme weather conditions that could compromise the safety of the group
  • Operational issues with transportation or accommodation beyond our control
  • Failure to reach the minimum number of participants required for certain tours

In such cases, the guest may choose between:

• • A 100% refund of the amount paid
  • Rescheduling or selecting a different experience at no additional cost

We commit to notifying guests of any cancellations on our part at least 24 hours in advance, whenever possible.

5. Late Arrivals or No-Shows

If a guest fails to arrive at the agreed meeting point and time, it will be considered a no-show. In such cases, no refunds or rescheduling will be offered.

We recommend arriving at least 15 minutes early to ensure a smooth departure.

6. Force Majeure

In special situations that are properly documented—such as accidents, hospitalization, the death of a direct family member, legal emergencies, or natural disasters—guests may request an exception to the standard cancellation policy.

Each case will be reviewed individually, and we may offer:

• • A partial or full refund
  • Credit valid for 90 days
  • Rescheduling at no additional cost

Official documentation must be provided to support the reason for cancellation.

7. Additional Considerations

• • All refunds will be processed using the original method of payment or via bank transfer within up to 5 business days.
  • All cancellations or requests must be made in writing (via WhatsApp or email) for proper documentation and tracking.
  • Unused credits after their expiration date will be considered forfeited and are not eligible for future refunds.

Our Commitment to Transparency and Responsibility

These policies are designed to ensure a balance between guest commitment and the effort, resources, and coordination required to offer safe, well-organized, and high-quality experiences.

If you have any questions or need to discuss a specific case, please don’t hesitate to contact us. Our team is here to help with clarity, empathy, and professionalism every step of the way.