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We will not refund deposit payments made for cancellations less than 48 hours before the trips scheduled departure.
Custom, Private and Group Trips:
We do not offer refunds of deposit payments for cancellations of custom and private trips because we pay non-refundable deposits on equipment and often turn down other business to operate custom and private trips. If a cancellation is made more than 30 days in advance the client is eligible for a maximum 50% of the trip cost to be refunded.
Refunds will not be given when guests choose to leave the islands earlier than scheduled. If a guest notifies by us 6pm the day prior to change we likely will be able to make the change but generally the island owners will not refund any money for future nights already reserved and paid.
Refunds will not be given when guests choose not to take part in a day trip already purchased.However, if our guide cancels the day trip due to safety concerns a refund for the missed day trip will be given.
Refunds will not be given when weather not to guests liking.
Refunds will not be given when guests are not at the stated pickup location on time and miss their departure. In this situation we will only retain the deposit amount (which is paid to the driver) and we will help arrange another pickup for the guest (a new deposit will be required).
Due to limited transport assets in the regulated Guna transport system and the remoteness of the location it may not be possible for guests to decide to leave the islands the same day, without prior request. In this case our guides will attempt to find transport to accommodate guests. However, please remember refunds will not be given for accommodations reserved will not be given.
If the Panamanian or Guna authorities cancel a guests trips prior to departure from the city due to an emergency (weather, safety or otherwise) a full refund including deposit payment will be given.
If the Panamanian or Guna authorities cancel a guests trips after departure from Panama City, but prior to entering the Guna territory, due to an emergency (weather, safety or otherwise) a full refund minus $25 will be given.
If the Panamanian or Guna authorities require guests to evacuate the territory anytime after guests have entered due to an emergency (weather, safety or otherwise) a refund will be given for services not rendered.
Refunds for time not spent in the islands will be given when an early departure is due to a medical or safety emergency.
Guna Yala is a semi-autonomous indigenous Comarca (territory). The comarca, it's residents and approved agencies such as ourselves are under the authority of the Guna Congreso (government) when operating within the territory.. As guides and an agency for Guna Yala law requires us to work within a network of approved Guna contractors for island accommodation and staff and within a similar network for approved regulated transportation services. Non Guna staff members are prohibited in the islands, as are non Guna owned assets being used for commercial purposes. We are required to prepay our contract partners for accommodations and transportation. As such, In the event of a service error we cannot guarantee refunds will be given.
We will always make ourselves available to communicate with guests and help them resolve issues in a fair manner. We will investigate each issue, advocate for the guests and encourage our partners to resolve these things in a fair manner. If a partner fails to resolve an issue in a manner we think is fair we will make that known, encourage change and consider other options within the limited network if problems are not resolved well or are repeated regularly.
Thank you for your understanding. We are standing by to answer any questions.