Refund Policy

What is Tortuguero Explorer's refund policy?
Boat tickets may or may not be refundable, depending on the fare rules purchased, and refund fees may apply.

How can I request a refund from Tortuguero Explorer?

Who can request a refund?

How long does the refund process take?

How can I request a refund from Tortuguero Explorer?
Refundable Fares

If your travel plans have changed and you wish to request a refund for your ticket, submit your request using our chat on the website or via WhatsApp at 7191-6059.

Please note that the refund will be processed to the original payment method.

Once processed, it may take up to 4 weeks to appear on your statement, depending on your bank's billing cycle.

Non-Refundable Fares

Non-refundable tickets retain their value for future use while they are valid (3 months from the original purchase date).

When booking the new trip, applicable change fees will apply.

Ticket credit is non-transferable and can only be used by the original passenger.

Boat tickets whose itineraries have been affected by cancellations or flight delays exceeding 4 hours are refundable. Some countries qualify for exceptions.

In cases of terminal illness, a refund will be issued after document verification.

If a refund is applicable, please use our online chat on the official website or contact us via WhatsApp at +507 7191-6059.

Who can request a refund?
A refund will be issued to the ticket holder or the person who paid for the ticket, upon presentation of proof of purchase (invoice or credit card statement), or to customers whose tickets qualify for a refund according to their country's regulations.

If the refund request is due to the death of the ticket holder, it must be claimed by a first-degree relative (parents, children, or spouse). The letter must include the relative's name and their relationship to the ticket holder.

In cases of illness, the refund will be processed according to the fare rules.

The refund may be denied under the following conditions:

After the ticket's validity period has expired.

How long does the refund process take?
Credit card: The refund will appear on one of your two credit card statements after it has been processed. This depends on your credit card company's billing cycle.

Cash: Your refund will be processed immediately after your refund request is approved.