Refund & Cancellation Policy
Last updated: April 26, 2026 · TOS Version 2026-04-26
At Mamajuana Travel, we understand that plans can change. Our cancellation policy is designed to be fair and transparent. Please read it carefully before booking — by completing checkout you confirm that you have read and accepted these terms.
1. Day Trip Cancellation Matrix
Applies to all single-day tours and excursions.
| Notice given before tour start | Refund |
|---|---|
| More than 24 hours | 100% full refund |
| Less than 24 hours | 0% — no refund |
| No-show | 0% — no refund |
2. Multi-Day Tour Cancellation Matrix
Applies to packages of 2 or more days.
| Notice given before tour start | Refund |
|---|---|
| More than 60 days | 100% full refund |
| 30–60 days | 75% refund |
| 15–29 days | 50% refund |
| 7–14 days | 25% refund |
| Less than 7 days | 0% — no refund |
3. Private Group Cancellation Matrix
Applies to exclusive private bookings, chartered tours, and custom group itineraries.
| Notice given before tour start | Refund |
|---|---|
| More than 30 days | 100% full refund |
| 15–30 days | 75% refund |
| 7–14 days | 50% refund |
| 3–6 days | 25% refund |
| Less than 3 days or no-show | 0% — no refund |
4. Payment Methods Accepted
- PayPal — full payment or deposit at checkout
- Credit/debit card via PayPal — guest checkout available (no PayPal account required)
- Cash on Arrival — available for select tours with deposit at booking
All prices are in USD. Deposits are collected at checkout; balances are due as specified at booking confirmation.
5. Refund Processing
- Refunds are processed to the original payment method only — PayPal to PayPal, card to card, cash to cash.
- Please allow 5–10 business days for refunds to appear in your account.
- Alternatively, you may request a 110% travel credit (valid 12 months) instead of a cash refund — your choice.
- PayPal processing fees are non-refundable on customer-initiated cancellations.
6. Anti-Rolling Clause (Date Change + Cancel)
Important — please read carefully:
If you change your tour date and then request a cancellation within 7 calendar days of that date change, the cancellation penalty will be calculated using the more restrictive of (a) the original booking date or (b) the new date — whichever results in a lower refund. This prevents the use of date changes to extend the free-cancellation window.
Example: You book a tour for June 15. On June 13 you change the date to July 15 (now >24h away, seeming to qualify for a full refund). You then cancel on June 14. Because the cancellation falls within 7 days of the date change, the original June 15 date is used — placing you inside the <24h window with no refund.
7. Date Modification Fees
| Tour type | First change | Second change | 3rd+ change |
|---|---|---|---|
| Day trip | Free (>24h notice) | $15 admin fee | Cancel + rebook |
| Multi-day | Free (>30d notice) | $25 admin fee | Cancel + rebook |
| Private group | Free (>30d notice) | $50 admin fee | Cancel + rebook |
Maximum 2 date changes per booking. Third change requires cancellation under the applicable matrix and a new booking.
8. Rate Differential on Date Changes
- If the new date has a higher rate: you pay the price difference at the time of the change request.
- If the new date has a lower rate: you receive a 110% credit for the difference, valid 12 months. No cash refund for rate decreases.
9. Cancellations by Mamajuana Travel (Force Majeure)
We may cancel a tour due to:
- Weather or safety: Hurricanes, flooding, dangerous conditions that compromise safety.
- Minimum participants not met: Some tours require a minimum group size.
- Operational issues: Circumstances beyond our reasonable control.
In these cases you receive: a full 100% refund to your original payment method, or the option to reschedule at no extra cost. We will notify you as early as possible.
10. How to Submit a Cancellation Request
To cancel a booking, contact us via any of the following. Include your booking reference and the name used at checkout:
- Email: info@mamajuanatravel.com
- WhatsApp: +1 809 286 1730
Requests are processed Mon–Fri 7:00 AM – 7:00 PM AST. The receipt timestamp of your message determines which policy tier applies.