Booking Policy

Everything you need to know about bookings, changes and cancellations

BOOKING AND CANCELLATION POLICY FOR ONE DAY TOURS AND EXPERIENCES

If you need to cancel your day trip package, please email us at hola@etnicatravel.com with “Cancellation” in the email title. Cancellations will only be effective when we receive a written confirmation of your decision to cancel the package.

If you cancel your package at least 48 hours prior to the scheduled departure time, you may be eligible for a refund. However, if you cancel less than 48 hours before the scheduled departure time, no refunds will be available. We reserve the right to assess other refund possibilities based on the circumstances of the cancellation. Please note that an email stating your desire to cancel your package is an irrevocable notice, and you will not be able to change your mind once you have sent this notice, even if we have not yet acknowledged the cancellation in writing. We understand that sometimes unforeseen circumstances can arise, and we will do our best to accommodate your needs within our cancellation policy guidelines. If you have any questions or concerns about our cancellation policy, please do not hesitate to contact us.

BOOKING AGREEMENT FOR MULTI-DAY TOURS AND PACKAGES

A booking is only effective and confirmed once a deposit has been paid by the customer/traveler. Once we collect your deposit or initial payment, we will proceed to confirm all offered services with our local partners and suppliers.

For group bookings, we will make an initial temporary hold on hotels; this reservation will have a deadline to confirm room blocks with an initial down payment, respecting the dates defined by the hotels. In the case of FIT (Foreign Independent Travel) bookings, we will only make room blocks and proceed to reserving hotels once we collect a deposit or initial installment payment as a guarantee. All hotels mentioned in trip proposals are subject to dates and availability. If by any chance we need to change hotels once you’ve booked, we will notify you in advance and will choose an accommodation option that is the same category and pricing.

Once we confirm your booking with the deposit or installment payment, we proceed to securing all offered services. In the case of FIT travelers (Foreign Independent Travel), all payment installments must be completed 15 days prior to the arrival date in Guatemala or Mexico. In the case of groups, all payment installments must be completed 30 days prior to the arrival date in Guatemala or Mexico. Ten days prior to arrival, we will share the detailed travel program and pre-departure recommendations.

THIRD-PARTY SERVICES AND LIABILITY DISCLAIMER

We act as an intermediary between travelers and independent service providers, including but not limited to transportation companies, accommodation providers, local guides, activity operators, and other third-party vendors. While we take all reasonable measures to ensure the quality, safety, and reliability of these services, we do not own, operate, control, or manage these third parties.

By booking an experience with us, you acknowledge and agree that:

  1. Limited Liability: Etnica is not responsible for any loss, damage, injury, delay, accident, or irregularity caused by third-party providers. Any issues arising from their services must be resolved directly with the respective provider.

  2. Service Changes & Cancellations: Third-party providers may modify, cancel, or adjust services due to unforeseen circumstances, including but not limited to weather conditions, operational issues, or safety concerns. Etnica is not liable for any resulting inconvenience, additional costs, or compensation claims.

  3. Assumption of Risk: Certain experiences involve inherent risks, including but not limited to physical activities, natural hazards, and variable local conditions. By participating, you assume full responsibility for any associated risks and agree that Etnica is not liable for injuries, damages, or losses incurred during these activities.

  4. Provider Terms & Conditions: Each third-party provider has its own terms, conditions, and liability policies. By using their services, you agree to comply with their specific regulations and policies.

We strongly recommend that all travelers obtain comprehensive travel insurance that covers trip cancellations, medical emergencies, and other unforeseen circumstances.

TRAVEL INSURANCE, SAFETY, AND DAMAGES

Each traveler/customer is responsible for acquiring valid travel insurance that will provide coverage for medical emergencies and any incidents during their travels. We are not responsible for international travel delays, missing luggage, or cancellations.

Be advised we do not operate overnight ground transfers or conduct long ground transfers during nighttime.

High-risk activities such as active volcano hikes, paragliding, and other active adventures may require you to sign a liability waiver. If this is not signed, we cannot be responsible for your participation in such activities, and it will be your responsibility to book them.

The hotels and accommodation services used during your trip have established evacuation plans and safety procedures, which we will adhere to while using their facilities. These establishments also manage their own internal rules regarding the use of their facilities and amenities. Damage to the room, linens, furniture, and equipment may incur an extra charge by the lodging establishments. Covering any damage costs is the sole responsibility of the traveler. This will also apply to damages to any equipment used during tours and transportation vehicles.

ENTRY TO GUATEMALA AND MEXICO

Check the validity of your personal travel documents and whether you require a visa for visiting Guatemala or Mexico. If this is the case, each traveler/customer is responsible for acquiring a valid travel visa before booking a trip and making a payment. We do not provide invitation letters or any documentation for such procedures.

Guatemalan or Mexican authorities may require upon entry:

  • A copy of your itinerary (printed or digital)

  • The trip payment receipt (printed or digital)

CANCELLATIONS

To cancel a package for which you have made a booking, please email us at hola@etnicatravel.com stating your order reference and “Cancellation” in the email title. You may telephone us to discuss your desire to cancel the package, but cancellation will only be effective when we have received written confirmation from the person who purchased the package. An email to us stating that you desire to cancel a package is an irrevocable notice, and you cannot subsequently change your mind, even if we have not yet acknowledged the cancellation in writing.

If you cancel your tour:

  • We will apply the airline’s cancellation policy to any flights in your package and reimburse your ground arrangements in accordance with the penalty timeline.

  • For cancellation of ground-only arrangements:

    • (a) 90 days or more prior to the stated departure date, we will retain an administrative fee of $100 per traveler and reimburse the remaining amount.

    • (b) Between 30 and 89 days prior to the stated departure date, we will retain 50% of the total booking cost and reimburse the remaining amount.

    • (c) Less than 30 days prior to departure, we will retain 100% of the price paid by you for the package.

If we cancel a package due to terrorism, natural disasters, political instability, or other external events, you may choose between (i) applying the amounts paid towards an alternative trip or (ii) receiving a full refund. We are not responsible for incidental expenses such as visas, vaccinations, or non-refundable flights.

AMENDMENTS TO BOOKED PACKAGES

If you wish to change the date, route, services, or itinerary:

  • (a) $100 per traveler if done at least 90 days prior to departure, subject to availability.

  • (b) $300 per traveler if done between 30 and 89 days prior to departure, subject to availability.

No amendments or name changes are permitted within 29 days of departure. Changes requested during the trip that incur additional expenses are the client's responsibility.

ALL CUSTOMERS ARE REQUIRED TO AGREE WITH THESE POLICIES UPON BOOKING.