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CANCELLATION, EXCHANGE AND REFUND POLICY

Last update: February 20, 2025

This Cancellations, Changes and Refunds Policy is part of the terms and conditions of the contract of 3.0 Destination Caribbean Tours SRL, also known as Destiny Caribbean Tours (hereinafter, the “Company”), domiciled at Avenida Italia, Plaza Victoriana, Local 114, Bávaro - Punta Cana, Dominican Republic, CP 23000.

Applies to all reservations made through our website. www.destinycaribbeantours.com, official WhatsApp channels, social networks or authorized collaborating agencies.

1. DEFINITIONS

For the purposes of this Policy:

“Customer”The person who makes the reservation and payment, or on whose behalf it is made.
“Service”Excursions, tours, tourist activities and transfers offered by the Company.
“Cancellation”: Client's request not to perform the Service booked.
“Change” or “Modification”Client's request to modify date, time, passenger names or other details of the reservation.
“No show”Failure of the Client to appear at the meeting point, on the day and at the time indicated, without notification or after the deadline.

2. CANCELLATION BY THE CUSTOMER

Unless different conditions are indicated in the specific excursion description, the following conditions apply general conditions:

2.1. Cancellations more than 48 hours in advance

If the Customer requests cancellation more than 48 hours in advance with respect to the date and time of the Service:
- It will be held on reimbursement of 100% of the amount paid by the Customer,
- only those that are not included in the bank charges or non-refundable fees applied by the payment gateway or financial institution, when applicable.

2.2. Cancellations between 48 and 24 hours in advance

If cancellation is requested 48 to 24 hours before of the date and time of the Service:
- The Customer may choose between:
  a) Change of date, subject to availability, at no additional penalty cost (except for rate differences in high seasons or service changes), or
  b) 50% Refund of the amount paid.

2.3. Cancellations with less than 24 hours notice

If cancellation is requested with less than 24 hours in advance:
- There will be no right to reimbursement,
- The Company may, at its sole discretion, offer a change of date or a voucher for future use, depending on the operation and the charges imposed by the suppliers.

2.4. Cancellations of reservations with partial payment (deposits)

In reservations where the Customer has only paid one advance or deposit:

The deposit shall be subject to the same rules as in the previous sections (48h - 24h - <24h).
In case of no show or cancellation after the deadline, the deposit may be considered as non-refundable, unless otherwise decided by the Company.

3. NO SHOW

The following will be considered no show when:

Customer does not show up at the meeting point, day and time indicated on the voucher or confirmation,
or arrives with a delay that prevents the departure of the group or the contracted transportation,
and has not given notice within a reasonable time to allow for rescheduling or adjustment of service.

In case of no show:

There will be no right to reimbursement of the amount paid.
No relocation or date change is guaranteed, as seats, seats and operating costs are considered consumed.

4. RESERVATION CHANGES AND MODIFICATIONS

4.1. Customer's request for changes

The Customer may request changes of date, time or passenger data by contacting the Company through the official channels indicated in the booking confirmation.

The changes are subject to availability and the acceptance of the Company and/or the supplier.
If the change involves a fare difference (high season, change of excursion, type of service, etc.), the Client must pay the difference before the new date of the Service.
In general, the requested changes more than 48 hours in advance are handled without penalty, except for specific restrictions on certain services.

4.2. Deadline for requesting changes

The Company may reject date changes or modifications requested with less than 24 hours The cancellation will be considered as late cancellation or no show, as the case may be.

5. CANCELLATION OR MODIFICATION BY THE COMPANY

The Company reserves the right to cancel or modify a Service in the following cases:

Adverse weather conditions that compromise safety (storms, strong waves, weather warnings, etc.).
Force majeure (strikes, conflicts, port or road closures, government decisions, health or safety hazards).
Mechanical or technical failures on the vessels, vehicles or equipment necessary for the service.
Insufficient number of participants when the excursion requires a minimum number of passengers to operate.
Other operating circumstances beyond the Company's reasonable control.

In such cases, the Company may:

To offer the customer a change of date,
Propose a Service equivalent or higher value alternative (at no extra cost to the Customer),
Or proceed to the reimbursement of 100% of the amount paid by the Client if he/she does not accept the proposed alternatives.

The Customer shall not be entitled to additional compensation for consequential damages or loss of profit resulting from such cancellations or changes, beyond the reimbursement of the payment made.

6. SERVICES OPERATED BY EXTERNAL PROVIDERS

In certain excursions and activities, the Company acts as a intermediary between the Client and a subcontracted supplier.

In these cases, the Company will try to make the cancellation and refund conditions as favorable as possible for the Customer.
However, the Customer agrees that some policies may be conditional on by the external supplier's rules (e.g., catamaran excursions, theme parks, activities with limited space, etc.).

When there are specific conditions different from this General Policy, shall be indicated in the excursion information sheet, in the reservation voucher or in the confirmation communication.

7. PROCEDURE FOR REQUESTING CANCELLATIONS AND REFUNDS

To request a cancellation, exchange or refund, the Customer must:

Contact the Company by:
- E-mail: [email protected]
- Or the official channel indicated in the booking confirmation.
Indicate clearly:
- Full name of the reservation holder.
- Reserve or reference number.
- Date of service.
- Reason for cancellation or change requested.

The Company will review each case in accordance with this Policy and communicate in writing to the Customer:

Whether or not the reimbursement is appropriate.
The amount to be refunded, if applicable.
The form and approximate repayment period.

8. RETURN METHODS AND DEADLINES

Reimbursements will be made, whenever possible, by means of the same payment method used by the Customer in the original purchase (credit/debit card, PayPal, etc.).
The Company will process the reimbursement order within a reasonable period of time once the request has been approved.
The effective time until the Customer sees the money reflected in his account will depend on:
- The payment gateway used (Stripe, PayPal, Authorize.net, etc.).
- The banking institution card issuer.

This period may vary between 5 and 15 working days, depending on the bank and the Client's country.

9. SPECIAL CASES (FORCE MAJEURE AND MEDICAL REASONS)

In exceptional situations, such as:

Serious illness or accident of the Client or a companion.
Death of a close relative.
Other duly justified serious causes,

the Company may, at its discretion and after analysis of the documentation provided:

Offer full or partial reimbursement,
Offering a change of date without penalties,
Or issue a voucher to be used at a future date within a specified time frame.

These measures are applied as business courtesy and do not constitute a general obligation.

10. CONTACT

For any questions regarding this Cancellations, Changes and Refunds Policy, the Customer may contact:

3.0 Destino Caribbean Tours SRL (Destiny Caribbean Tours)
Avenida Italia, Plaza Victoriana, Local 114
Bavaro - Punta Cana, Dominican Republic, CP 23000

Attention mail and reimbursements: [email protected]