Refund policy

Booking Policies

Cancellation & Refund Policy — Easy Guide

We understand that plans can change. That’s why we keep our cancellation and refund policy simple and transparent. Please review the information below so you know exactly what to expect.

General Guidelines

  • Once an activity has started, it cannot be paused, modified, or canceled.
  • If you choose not to attend your scheduled activity, no refund will apply.
  • Failure to be present at the coordinated times for the activity will be classified as a "No Show," and no refund will be issued.
  • If service is denied for failing to meet requirements (including age, health, or documentation), no refund will apply.
  • Approved refunds are processed to the original payment method. Processing time may vary depending on your bank.

🚑 Health & Medical Issues

Failure to attend the activity due to gastrointestinal problems or other health conditions is considered a No-Show.

To be eligible for an exceptional refund or rescheduling, you must provide a medical certificate issued by a local clinic in Cartagena. Self-diagnoses or photos of medications are not accepted.

General Experiences & Group Bookings

Standard Bookings (Individual / Small Groups):

  • Free cancellation: Up to 24 hours before the experience → Full refund.
  • Non-refundable: Less than 24 hours before the experience or No-show.

Group Bookings (4 or more guests):

  • 30+ days before: Full refund minus 10% administrative fee.
  • 30 to 15 days before: 50% refund.
  • Less than 15 days before: 100% non-refundable (includes partial group reductions).

Private Boat Rentals — Rosario Islands

Cancellation Policy:

  • Up to 5 days before departure → Full refund minus a 10% administrative fee.
  • 72 hours before departure → 50% refund of the deposit paid, minus a 10% administrative fee.
  • Less than 48 hours before departure → No refund.

Rescheduling:

  • Up to 7 days before departure → No additional charge, subject to availability.
  • 72 to 48 hours before departure → Changes allowed, subject to availability. A 10% penalty may apply.
  • Less than 48 hours before departure → Changes allowed, subject to availability. A 20% penalty may apply.

Safety and Force Majeure:

  • A full refund (excluding administrative fees) will be issued if navigation is restricted by maritime authorities (DIMAR).
  • Official port closures are the only grounds for weather-related refunds. Personal weather app forecasts are not accepted.

Final Notes

  • All payments are processed securely.
  • We do not store credit card information.
  • By booking, you accept this cancellation and refund policy.

Refund Process & Contact

  • How to cancel: All cancellation requests must be sent to info@juanballena.com. We will provide a response within a maximum of 24 hours.
  • Processing Times: Approved refunds via payment reversal are managed within a period of up to 15 calendar days, in accordance with the Payment Reversal Policy.
  • Please note: These processing times are determined by the payment gateway and banking institutions, and are beyond Juan Ballena's control.