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 meeting point and time will be classified as a No-Show, and no refund or rescheduling will be issued.
  • Same-day illness: Medical reasons do not automatically qualify for a refund. A valid medical certificate issued no later than the scheduled date of the activity and sent to info@juanballena.com before 12:00 noon (Colombia time) on that date is mandatory for any exceptional refund or rescheduling request. Without a valid certificate submitted before this deadline, the reservation will be considered a No-Show.
  • If service is denied for failing to meet requirements, including age, health, mobility, documentation, or other requirements clearly stated before booking, no refund will apply.
  • Approved refunds are processed to the original payment method. Processing time may vary depending on your bank, card issuer, or payment provider.

🚑 Health & Medical Issues

Illness, gastrointestinal problems, food poisoning, injury, or any other health-related condition reported on the day of the activity does not automatically qualify for a refund, credit, or rescheduling.

If a guest is unable to attend due to a medical condition, any request for an exceptional refund or rescheduling must be supported by a valid medical certificate issued by a licensed medical provider no later than the scheduled date of the activity and sent before 12:00 noon (Colombia time) on that date.

Medical certificate requirements:

  • The certificate must be dated on or before the scheduled date of the activity.
  • The certificate must be sent to info@juanballena.com before 11:00AM (Colombia time) on the scheduled date of the activity. Certificates sent at or after 11:00AM will not be accepted for an exceptional refund, credit, or rescheduling request, even if issued on time.
  • Certificates issued after the date of the activity, including retroactive certificates, will not be accepted.
  • The document must be issued by a licensed medical clinic, hospital, or healthcare professional and must clearly identify the patient.
  • Self-diagnoses, photographs of medications, pharmacy receipts, text messages, or verbal statements are not considered valid medical documentation.

Without a valid medical certificate that meets these requirements and is sent before 12:00 noon (Colombia time) on the scheduled date of the activity, the reservation will be treated as a No-Show and no refund, credit, or rescheduling will apply.

Providing a medical certificate allows the case to be reviewed as an exceptional request; it does not automatically guarantee a refund when the reservation is subject to a specific non-refundable policy, group booking policy, private boat policy, or other special booking conditions.

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, including partial group reductions.

Private Boat Rentals — Rosario Islands

Cancellation Policy:

  • More than 5 days (over 120 hours) before departure: Full refund minus a 10% administrative fee.
  • From 5 days to 72 hours before departure (72–120 hours, inclusive): 50% refund of the deposit paid, minus a 10% administrative fee.
  • Less than 72 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.