Cancellation, Change, No-Show, and Refund Policy

Last updated: February 20, 2025

This Cancellation, Change, No-Show, and Refund Policy is part of the terms and conditions of 3.0 Destination Caribbean Tours SRL, also known commercially as Destiny Caribbean Tours, hereinafter referred to as the “Company”, located at Avenida Italia, Plaza Victoriana, Suite 114, Bávaro, Punta Cana, Dominican Republic, ZIP Code 23000.

This policy applies to all reservations made through our website www.destinycaribbeantours.com, official WhatsApp channels, social media, sales representatives, or authorized partner agencies.

By making a reservation, the Customer expressly agrees to the terms and conditions set forth in this Policy.

1. Definitions

For the purposes of this Policy:

Client: the person who makes the reservation and payment, or on whose behalf the reservation is made.

Service: excursions, tours, tourist activities, transfers, and experiences offered or marketed by the Company.

Cancellation: The Customer's request not to proceed with the reserved Service and, where applicable, to request a full or partial refund of the amount paid.

Change, modification, or rescheduling: A request by the customer to change the date, time, passenger information, or other details of the reservation, without requesting a refund.

No-show: Failure by the Customer, or any of the passengers included in the reservation, to arrive at the meeting point at the specified date and time, without having provided notice within the permitted time frame.

Our own excursions: Services organized directly by Destiny Caribbean Tours or operated directly by the company.

Third-party excursions: Services operated by third-party providers, in which the Company acts as an intermediary between the Customer and the service provider.

Activity Insurance: Optional coverage offered by the Company, at an additional cost, that provides greater flexibility for cancellations on certain Company-organized excursions.

2. The Difference Between Canceling and Rescheduling

Canceling and rescheduling are not the same thing.

Cancel This means that the Customer requests that the Service not be provided and asks for a refund of the amount paid, in full or in part, as applicable.

Reprogram This means that the Customer is not requesting a refund, but rather a change to the date of the Service. In that case, the amount paid will be carried over as a credit toward the new date, subject to availability.

Each case has different rules and deadlines, which are explained in this Policy.

3. Cancellation by the Customer for in-house tours

Unless the specific tour description states otherwise, cancellations requested by the Customer for in-house tours will be subject to the following conditions:

3.1. Cancellations made 24 hours or more in advance

If the Customer requests cancellation with 24 hours or more in advance With regard to the date and time of the Service, you are entitled to a refund of the 100% of the amount paid.

The refund may be subject to the processing times of the payment gateway, bank, or payment method used.

3.2. Cancellations made less than 24 hours in advance and up to 5:00 p.m. on the previous day

If the Customer requests cancellation with less than 24 hours in advance, but before 5:00 p.m. on the day before the service, will be entitled to a refund of the 75% of the amount paid.

In this case, the Company will withhold the 25% relating to the deposit or operating costs that have already been committed.

3.3. Cancellations after 5:00 p.m. on the previous day

If the Customer requests a cancellation after 5:00 p.m. on the day before the service, you will not be entitled to a refund.

At that point, the reservation is already considered part of the next day's operations, including transportation arrangements, quotas, meals, staff, logistics, vessels, and related suppliers.

3.4. Same-Day Cancellations of the Service

Cancellations made on the same day as the service are not eligible for a refund.

The Company may, at its sole discretion and subject to availability, offer a rescheduling with a penalty, as indicated in the relevant section.

4. Reservations with partial payment or a deposit

For reservations where the Customer has paid only a down payment, deposit, or partial payment, that deposit will be subject to the same cancellation rules outlined above.

For cancellations made with 24 hours or more in advance, the deposit may be refunded in full.

For cancellations made with less than 24 hours and until 5:00 p.m. on the previous day, the Company may withhold the 25% related to the deposit or operating costs.

For cancellations made after 5:00 p.m. the previous day, same-day cancellations, or no-shows, the deposit will be considered non-refundable.

The deposit may be refunded when applicable due to Activity Insurance, a duly justified illness, cancellation due to inclement weather as determined by the Company, or a travel ban imposed by the competent authorities.

5. Business Insurance

The Activity Insurance It is optional and costs US$5 per person, per tour.

This insurance applies only to tours operated by Destiny Caribbean Tours and must be purchased at the time of booking.

Once purchased, Activity Insurance is non-refundable.

5.1. What Is Covered by Activity Insurance

Customers who have purchased Activity Insurance may cancel their reservation until 12 hours before the service and receive a refund for the 100% of the amount paid, including the deposit, without having to explain the reason for the cancellation.

Activity Insurance also covers individual cancellations within a group reservation, provided that notice is given within the allowed time frame.

5.2. What Is Not Covered by Activity Insurance

Activity Insurance does not cover:

• Cancellations made less than 12 hours in advance.
• No-show cases.
• Late arrivals at the pickup point.
• Failure to respond to calls or messages regarding coordination.
• Third-party tours or services operated by external providers.
• Subjective dissatisfaction with a service that was actually provided.

5.3. Activity Insurance Terms and Conditions

• This is per person and per tour.
• It must be purchased at the time of booking.
• It cannot be added after the reservation has been made, unless the Company expressly agrees to it.
• It is non-refundable once purchased.
• It does not guarantee availability for future dates.

6. Rescheduling or Date Changes

The Customer may request to reschedule their reservation, subject to availability and the Company's approval.

6.1. Rescheduling at least 12 hours in advance

If the Customer requests to change the date of the Service with 12 hours or more in advance, the rescheduling will be processed without an additional penalty, provided there are available slots on the new requested date.

The amount paid will be applied to the new date.

6.2. Rescheduling with less than 12 hours' notice or after the scheduled time of the Service

If the Customer requests a rescheduling with less than 12 hours in advance, or if the time for the Service has already passed, the Company may allow rescheduling for a fee of US$20 per person.

This option will always be subject to availability and to the Service's operational capabilities.

6.3. Availability

Any rescheduling is subject to availability on the new date selected.

The Company does not guarantee availability on specific dates, during peak seasons, on holidays, on dates with high demand, or for tours with limited capacity.

If the change results in a difference in rate due to the season, type of service, a different excursion, or special conditions, the Customer must pay the difference before the new date of the Service.

7. Tours offered by third parties or external providers

Some tours, activities, or services may be operated by third-party providers, not directly by Destiny Caribbean Tours.

In these cases, the Company acts as an intermediary between the Customer and the service provider.

Third-party excursions are subject to the following general terms and conditions, unless the provider establishes different rules:

• They must be paid in full and in advance.
• If the Customer cancels 24 hours or more in advance, they may receive a refund of 100%, provided that the third-party provider accepts the refund.
• If the Customer cancels with less than 24 hours' notice, there will be no refund.
• In the event of a no-show, there will be no refund.
• The Activity Insurance does not apply to third-party excursions.
• In the event of inclement weather, the external provider will determine whether the service will operate, be rescheduled, or be canceled.

If there are specific different conditions, they may be indicated on the tour description, voucher, booking confirmation, or in a communication sent to the Customer.

8. Illness or medical reasons

For tours organized by the Company, if the Customer or any of the passengers is unable to attend due to illness, accident, or a justified medical reason, the Company may proceed with a refund of the 100% for the affected individual, provided that a valid medical certificate is presented.

A doctor's note is required. It is not enough to simply state verbally that a person is sick.

The proof of absence must be for the person who will not be attending the service.

If several people from the same reservation are unable to attend due to illness, a doctor's note must be provided for each of them.

The supporting documentation must be submitted within the timeframe specified by the Company's advisor, typically within the next 48 hours.

This policy applies only to our own tours. For third-party tours, refunds will depend on the third-party provider's policy.

9. Bad Weather and Meteorological Causes

The decision to cancel, modify, or maintain a Service due to weather conditions rests solely with the Company, its coordinators, captains, carriers, operational suppliers, or competent authorities.

The Customer may not cancel on their own initiative citing bad weather if the Company determines that the Service can be performed safely.

If the Service operates as scheduled and the Customer decides not to attend, this will be considered a no-show, and the Customer will not be entitled to a refund.

9.1. Cancellation due to inclement weather, as determined by the Company

If the Company determines that the Service cannot be provided due to adverse weather conditions that compromise safety—such as storms, heavy swells, strong winds, heavy rain, weather alerts, or similar situations—the Customer will be offered one of the following options:

• Free rescheduling for the next day is available.
• Rescheduling to another available date.
• Refund of the 100% amount paid if the Customer is unable to attend on the new proposed date.

9.2. Route Changes Due to Weather

If, due to weather conditions, the route, itinerary, order of activities, or areas visited are partially modified, but the Service is provided in a safe and reasonable manner, there will be no right to a refund.

The Company may adjust operations to ensure the safety of customers and staff.

9.3. Travel Ban Imposed by Authorities

If the Navy, the Port Authority, or another competent authority prohibits departure, navigation, transportation, or the provision of the Service, the Company may offer rescheduling or a refund of 100%.

9.4. Light rain or cloudy skies

Light rain, cloudy skies, normal tropical weather fluctuations, or conditions that do not compromise safety do not automatically constitute grounds for cancellation, refund, or change without penalty.

10. Pickup Location, Time, and Customer Responsibility

The time and pickup location will be determined by the Company and communicated to the Customer prior to the Service.

The Customer may not choose or change the pickup location unless expressly authorized by the Company.

It is the Customer's responsibility to read and understand the information provided by the Company, including the time, exact pickup location, special instructions, and contact information.

10.1. Transportation Wait Time

The assigned driver or vehicle will wait for a maximum of 5 minutes since arriving at the indicated location.

For example, if the pickup time listed is 6:30 a.m., the customer must be ready by that time. If the shuttle arrives at 6:30 a.m., the customer may leave at 6:35 a.m.

If the transportation is delayed due to traffic, the route, logistics, or other operational reasons, the Customer must still be ready at the time originally specified.

10.2. Correct Pickup Location

The Customer must report to the exact location specified by the Company.

If the Customer waits in a different location—such as a lobby, room, restaurant, the wrong entrance, the wrong gate, or another unspecified location—the Company will not be liable for the loss of transportation or the Service.

Failure to read, or confusion or misinterpretation of the instructions provided, does not relieve the Customer of the responsibility to be at the correct location.

10.3. Consequences of Not Being on Time or in the Right Place

If the customer is not at the correct location within the waiting time, the ride may leave, and the trip will be considered a no-show.

In that case, there will be no right to a refund.

The Company may, at its discretion, allow the Customer to make his or her own way to an agreed-upon location, provided that this is possible and does not delay the group.

Rescheduling may also be offered for a fee of US$20 per person, subject to availability.

11. No-show

A "no-show" will be considered to have occurred when the Customer or any of the passengers included in the reservation fails to use the Service without having canceled or rescheduled within the permitted time frame.

A no-show will also be considered in the following cases:

• The customer confirmed the tour the day before but did not show up.
• The customer is not at the pickup location at the specified time.
• The customer arrives after a 5-minute wait.
• The customer is waiting at a location other than the one indicated.
• The customer does not answer calls or messages while coordinating the pickup.
• If the Customer does not confirm their tour by 5:00 p.m. the day before, as requested by the Company, it will no longer be possible to include them in the tour.
• One or more people in the group don't show up.
• The customer decides on his or her own not to attend on the day of the excursion.
• The customer arrives late, and this delay prevents the group, transportation, boat, or activity from departing.

11.1. Consequences of a No-Show

In the event of a no-show, there will be no refund.

No relocation, date change, or compensation is guaranteed, as seats, accommodations, meals, transportation, boats, tickets, staff, and other operating costs are considered used or committed.

Activity Insurance does not cover no-shows.

The Company may, at its discretion and subject to availability, offer rescheduling for a fee of US$20 per person.

11.2. Partial No-Show for Group Reservations

If a reservation includes multiple people and one or more of them do not show up, the absent guests will be considered no-shows.

In that case, the full fee for the absent person will be charged, even if the rest of the group does go on the excursion.

No refunds will be issued to individuals who do not show up, except in cases of illness that is duly justified in accordance with this Policy.

12. Services Already Provided and Subjective Dissatisfaction

Once the Service has been provided in full or in substantial part as offered, there will be no right to a refund.

The Company will not issue refunds for subjective reasons of dissatisfaction, such as:

• The customer didn't like the destination.
• The customer did not like the food, drinks, atmosphere, music, band, weather, or overall experience.
• Personal expectations that have not been communicated or are not expressly included in the Service description.
• Minor changes in order, schedule, or procedures that do not substantially affect the provision of the Service.
• Normal weather conditions that do not interfere with operations.

This does not limit the Customer's right to file a complaint or claim, which will be reviewed by the Company in accordance with its internal procedures.

13. Cancellation or Modification by the Company

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

• Adverse weather conditions that compromise safety.
• Force majeure.
• Decisions by competent authorities.
• Strikes, labor disputes, and closures of ports, roads, or access points.
• Situations that pose a risk to health or safety.
• Mechanical or technical failures in boats, vehicles, or equipment.
• Insufficient number of participants when the Service requires a minimum number to operate.
• Delays, logistical changes, or operational circumstances beyond the Company's reasonable control.

In such cases, the Company may offer the Customer one or more of the following alternatives:

• Date change.
• Equivalent alternative service.
• An alternative service of greater value at no additional cost, at the Company's discretion.
• Refund of the 100% amount paid if it is not possible to provide the Service or if the Customer does not accept the proposed alternatives.

The Customer shall not be entitled to additional compensation for consequential damages, lost profits, missed flights, hotel stays, transportation, personal expenses, or other indirect costs, beyond the reimbursement of the amount actually paid for the canceled Service, where applicable.

14. Procedure for Requesting Cancellations, Changes, or Refunds

To request a cancellation, change, rescheduling, or refund, the Customer must contact the Company through the official channels indicated in the booking confirmation.

The Customer must provide, at a minimum:

• Full name of the reservation holder.
• Reservation or reference number, if you have one.
• Reserved tour or service.
• Date of Service.
• Specific request: cancel, reschedule, change details, or request a refund.
• Reason for the request, if you wish to provide one.

The reason for cancellation is optional, except in cases of illness or medical force majeure, in which case valid proof must be provided.

15. Refund Form

When a Customer requests a return, the Company may send them a refund form.

The Customer must complete and return the form with the requested information.

Unless the completed form is received, the Company will not be able to process the return.

The Company will review each request in accordance with this Policy and notify the Customer, in writing or through an official channel:

• Whether or not the reimbursement is appropriate.
• The amount to be refunded, if applicable.
• The return process.
• The approximate processing time.

16. Return Methods and Timeframes

Refunds will be issued, whenever possible, using the same payment method the Customer used for the original purchase.

The Company processes refunds only through its official payment platforms, which may include Stripe, PayPal, and Authorize.net.

No cash refunds will be issued.

No refunds will be issued via bank transfer.

Refunds will not be issued to accounts, cards, digital wallets, or recipients other than the original payment method.

The Company will process the refund request within a reasonable period of time once the application has been approved and the corresponding form has been received, if applicable.

The actual time it takes for the funds to appear in the Customer's account will depend on the payment gateway, the issuing bank, the Customer's country, and the internal processing times of the payment method used.

This period may vary between Approximately 5 to 15 business days, depending on the bank, country, and platform used.

The Company cannot expedite the internal processing times of banks, card issuers, or payment gateways once a refund request has been issued.

17. Cases in Which a Refund Is Appropriate

The Company may issue refunds in the following cases, provided that the terms and conditions of this Policy are met:

• Cancellations must be made at least 24 hours in advance for our own tours.
• Cancellations made less than 24 hours in advance and no later than 5:00 p.m. on the previous day are eligible for a 75% refund.
• Cancellations are covered by Activity Insurance, provided notice is given at least 12 hours in advance.
• Cancellation due to illness with a valid doctor's note, for our own excursions.
• Service cancellation due to inclement weather, as determined by the Company.
• Prohibition by competent authorities on leaving the country or performing military service.
• Cancellations of third-party tours made 24 hours or more in advance, provided the third-party provider agrees to a refund.

18. Cases in Which a Refund Is Not Granted

No refunds will be issued in the following cases:

• No-show.
• Cancellation after 5:00 p.m. on the previous day.
• Same-day cancellation of the service.
• Late arrival at the pickup point.
• Not being at the correct pickup location.
• Do not respond to calls or messages regarding coordination.
• Failure to confirm the tour within the timeframe requested by the Company when such confirmation is required.
• Cancellations made less than 12 hours in advance for reservations with Activity Insurance.
• Third-Party Tours When the Provider Does Not Accept Refunds.
• Services Already Provided.
• Subjective dissatisfaction with a service provided.
• Light rain, cloudy skies, or normal weather conditions that do not interfere with operations.
• Deposits withheld in accordance with this Policy.
• Activity Insurance has already been purchased.

19. Official Contact Channels

For any questions regarding this Policy on Cancellations, Changes, No-Shows, and Refunds, the Customer may contact:

3.0 Destination Caribbean Tours SRL
Destiny Caribbean Tours
Avenida Italia, Plaza Victoriana, Local 114
Bávaro, Punta Cana, Dominican Republic
ZIP Code 23000

Attention mail and reimbursements: [email protected]

Official Phone / WhatsApp: +1 829 574 2377

Website: www.destinycaribbeantours.com

20. Acceptance of the Policy

By making a reservation, paying for a Service in full or in part, confirming their participation, or receiving a confirmation voucher, the Customer declares that they have read, understood, and accepted this Policy.

This Policy may be updated by the Company at any time. The applicable version will be the one in effect at the time the reservation is made, unless a subsequent update is more favorable to the Customer or is required by law, a competent authority, or an external provider.