Refund & Cancellation Policy

Last updated: October 30, 2026 · Policy version 2026-06-25

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. This policy is the document that governs cancellations, refunds, travel credits and date changes; our Terms & Conditions refer to it. The terms that apply to each tour are also shown on the tour page and in your booking confirmation.

Non-refundable tours: tours marked as non-refundable on their page and at checkout are not refunded at any time, including no-shows (cancellations by us under section 9 still apply).

1. Day Trip Cancellation Matrix

Applies to single-day tours and excursions (private tours included), and to all transfers (airport and private transfers included, with no deposit). A tour may state a different free-cancellation window on its page; that window then replaces the 24 hours below.

2. Multi-Day Tour Cancellation Matrix

Applies to packages of 2 or more days.

3. Private Group Cancellation Matrix

Applies only to chartered tours and custom group itineraries quoted separately, and only when your booking confirmation says so. Private tours booked on our website follow the Day Trip matrix above. A 20% non-refundable deposit is required to secure your exclusive capacity.

4. Payment Methods Accepted

• PayPal — full payment, or the deposit shown at checkout when a tour takes a deposit
• Credit/debit card via PayPal — guest checkout available (no PayPal account required)
• Credit/debit card — where offered at checkout, processed by our card payment processor through Stripe (see the company information below)
• Pay on arrival — available on selected tours only. No payment is taken at booking; you pay the amount in your booking confirmation on the day of the service. Cancellation and no-show rules in this policy still apply.

All prices are in USD. Where a deposit is taken, the balance is due as stated in your booking confirmation.

5. Refund Processing

• Refunds are processed to the original payment method only — PayPal to PayPal, card to card, cash to cash.
• We process approved refunds within 5 business days. Your bank, card issuer or PayPal may take additional time to show the refund in your account.
• PayPal processing fees are non-refundable on customer-initiated cancellations.

Travel credit instead of a refund (110%)

• Instead of a cash refund you may choose a travel credit worth 110% of the refund you are entitled to under this policy.
• How to request it: choose the travel credit when you request the cancellation, or reply to the cancellation email asking for it before the refund is sent.
• The credit is issued by email and shown in your Mamajuana Travel account. It is valid for 12 months from the date it is issued.
• The credit is non-cash: it cannot be exchanged for money and is used for tours and transfers booked with Mamajuana Travel.

6. Anti-Rolling Clause (Date Change + Cancel)

Example: You book a tour for June 15. On June 13 you change the date to July 15 (now >24 hrs 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 <24 hrs window with no refund.

7. Date Modification Fees

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: +1 809 939 0555

Requests are processed Mon–Fri 7:00 AM – 7:00 PM AST. The receipt timestamp of your message determines which policy tier applies.