Eco Tours Petate – Flexible Cancellation & Rescheduling Policy
Because we understand that travel plans can change, and nature can be unpredictable.
1. Cancellations by the Customer
We offer a flexible and fair cancellation policy to accommodate unforeseen changes while maintaining the quality and sustainability of our operations.
Cancellations made more than 24 hours before the tour
- You are entitled to a full refund (100%), with no cancellation fees or penalties.
- For example, if your tour is scheduled to begin at 9:00 a.m. on Wednesday, you must notify us of your cancellation by 9:00 a.m. on Tuesday at the latest, at El Salvador Time GMT-6
- You may also choose to reschedule your tour one time at no additional cost, subject to availability.
Cancellations made less than 24 hours before the tour
- No refund will be issued, as we have already secured resources such as guides, transportation, entrance fees, and logistics.
- However, you may request a one-time rescheduling of your tour. This request must be made at least 12 hours before the scheduled start time and is subject to:
- Availability of guides and vehicles
- The type of tour
- Operational feasibility
- Reason for the cancellation (e.g., illness, travel delays)
We will do our best to accommodate last-minute changes, but cannot guarantee availability.
No-shows (no cancellation or contact)
- If you fail to show up for your scheduled tour and do not inform us in advance, you will forfeit 100% of your payment.
- In this case, rescheduling is not permitted, and no refund will be granted.
2. Rescheduling Policy
We allow a one-time rescheduling of any confirmed tour under the following conditions:
- If the rescheduling is requested more than 24 hours before the tour, it is allowed at no extra cost and is guaranteed based on the next available date.
- If the request is made within 24 hours of the tour, it is subject to availability and operational feasibility.
- Once a tour has been rescheduled, it becomes non-refundable, even if cancelled later.
We recommend rescheduling requests be made as early as possible to maximize availability and coordination.
3. Cancellations Initiated by Eco Tours Petate
In rare instances, we may have to cancel a tour due to reasons beyond our control. These include but are not limited to:
- Adverse weather conditions (storms, heavy rain, unsafe roads)
- Natural events (volcanic activity, landslides, flooding)
- Community access restrictions or park closures
- Operational or logistical challenges
- Failure to meet the minimum number of participants for group tours
If Eco Tours Petate cancels your tour, we will provide you with the option to:
- Reschedule your experience for another available date, or
- Receive a 100% full refund of the amount paid.
We will always aim to notify you as far in advance as possible, with a minimum of 12 hours’ notice when feasible.
4. How to Cancel or Reschedule
To cancel or reschedule a tour, please contact our customer service team via:
- WhatsApp: +503 71819077
- Email: info@ecotourspetate.com
Include the following details in your message:
- Full name of the person who made the booking
- Tour name and scheduled date
- Booking or reservation number (if available)
- Reason for cancellation or rescheduling (especially for requests within 24 hours)
Our business hours are Monday through Saturday, from 8:00 a.m. to 6:00 p.m. (local time, El Salvador). Requests made outside of business hours will be reviewed on the next working day.
5. Travel Insurance Recommendation
To protect your investment and travel plans, we strongly recommend that all guests purchase travel insurance. This coverage can help you recover costs in case of personal emergencies, health issues, or travel disruptions beyond your control.