REFUND POLICY

Arenal Natural Trails – Experiences Booking Engine

Last updated: 01-01-2026

This Refund Policy outlines the conditions under which refunds may be granted for experiences and activities booked through the Arenal Natural Trails Experiences Booking Engine.

By completing a booking, you acknowledge and agree to this Refund Policy in conjunction with our Terms & Conditions.

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1. GENERAL REFUND POLICY

Refund eligibility depends on the specific experience booked and the policies of the operating provider, whether the experience is operated directly by Arenal Natural Trails or by third-party operators.

Each experience may display its applicable cancellation and refund conditions before booking confirmation. Those conditions prevail in case of conflict.

Arenal Natural Trails reserves the right to evaluate refund requests according to the booking conditions, provider policies, operational circumstances, and applicable Costa Rican regulations.

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2. CANCELLATIONS BY THE GUEST

Refunds for guest-initiated cancellations are subject to the cancellation window stated at the time of booking.

Cancellations made within the allowed cancellation period may qualify for a full or partial refund, as specified in the experience policy.

Cancellations made outside the permitted timeframe are non-refundable.

Some experiences may be non-refundable under any circumstance, which will be clearly indicated prior to booking when applicable.

Refunds will not be issued for:

Late arrivals

Early departures

Unused portions of an experience

Failure to attend the scheduled experience

Failure to follow the instructions provided in the booking confirmation

Failure to meet health, age, mobility, or physical requirements disclosed prior to booking

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3. NO-SHOWS

Failure to arrive at the scheduled time and location is considered a no-show.

No-shows are non-refundable, regardless of reason, including travel delays, illness, personal circumstances, traffic, transportation problems, or failure to locate the meeting point, unless explicitly stated otherwise in the applicable experience policy.

Guests are responsible for arriving on time and reviewing all confirmation details before the scheduled experience.

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4. MODIFICATIONS

Requests to modify a booking, including date, time, number of participants, selected experience, or customer information, are subject to:

Availability

Provider approval

Operational feasibility

The modification policy applicable to the experience

Approved modifications may result in price differences, additional charges, or changes in cancellation conditions.

Refunds are not guaranteed for modifications.

If a requested modification cannot be completed and the original cancellation period has expired, the booking may remain non-refundable.

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5. CANCELLATIONS OR CHANGES BY ARENAL NATURAL TRAILS OR PROVIDERS

If an experience is canceled, delayed, or significantly modified by Arenal Natural Trails or the operating provider due to:

Weather conditions

Safety concerns

Operational issues

Insufficient availability

Road conditions

Natural events

Government restrictions

Force majeure events, including natural disasters, volcanic activity, floods, landslides, strikes, pandemics, or other circumstances beyond reasonable control

Arenal Natural Trails will make reasonable efforts to:

Reschedule the experience, or

Offer an alternative experience of similar value, subject to availability

If rescheduling or alternatives are not possible, a refund may be issued at the discretion of Arenal Natural Trails or the provider, according to the applicable policy.

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6. THIRD-PARTY EXPERIENCES

For experiences operated by third-party providers:

Refunds are governed by the provider’s specific refund policy.

Arenal Natural Trails acts as a facilitator and is not responsible for refund decisions beyond the stated policy.

Any disputes related to refunds for third-party experiences must be addressed in accordance with the provider’s terms and conditions.

Arenal Natural Trails may assist with communication between the guest and the provider when possible, but final refund decisions may depend on the provider.

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7. REFUND METHOD AND PROCESSING TIME

Approved refunds will be issued:

To the original payment method used at the time of booking

In the original currency of payment, unless otherwise required by the payment processor or financial institution

Refund processing times may vary depending on:

Payment gateway

Financial institution

Card issuer

Bank processing times

Provider policies

Arenal Natural Trails is not responsible for delays caused by banks, card issuers, payment processors, or third-party providers.

Transaction fees, exchange rate differences, bank fees, or international processing charges may be outside the control of Arenal Natural Trails.

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8. NON-REFUNDABLE FEES

Service fees, processing fees, transaction fees, bank fees, administrative charges, or booking engine fees may be non-refundable, if applicable and disclosed during the booking process.

In cases where third-party providers apply non-refundable charges, such amounts may be deducted from any approved refund.

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9. EXCEPTIONS

No refunds will be granted for circumstances beyond Arenal Natural Trails’ control, including but not limited to:

Personal emergencies

Travel disruptions

Transportation delays

Traffic delays

Illness or medical conditions not covered by the applicable booking policy

Weather conditions that do not result in official cancellation by Arenal Natural Trails or the provider

Failure to meet health, age, mobility, or physical requirements disclosed prior to booking

Failure to bring required documents, clothing, footwear, equipment, or identification when required

Failure to read or follow booking instructions

Voluntary withdrawal from the experience once it has started

Any exception to this policy must be approved in writing by Arenal Natural Trails or the applicable provider.

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10. CONTACT FOR REFUND REQUESTS

All refund, cancellation, or modification requests must be submitted in writing to:

Arenal Natural Trails
Legal ID: 3101299388
Email: operaciones@arenalnatural.com
Phone: +506 7188-8864
Location: La Fortuna, San Carlos, Costa Rica

Requests must include the following booking details in order to be processed:

Full name

Booking date

Experience or activity booked

Confirmation number

Reason for the refund or cancellation request

Payment reference, when available

Arenal Natural Trails will review the request according to the applicable policy and booking conditions.