Cancellation and refund policy

Cancellation by the customer

• You may cancel up to 48 hours before the tour starts.
• If you cancel at least 48 hours in advance, a refund may apply.
• For Mercado Pago payments, online or by terminal, 95% of the paid amount is refunded; the remaining 5% is retained for management and processing costs.
• For experiences that include temazcal, cacao ceremony or food, if the cancellation is made between 3 and 7 days before the experience, only 50% of the paid deposit is refunded.
• If you cancel less than 48 hours before the tour or do not attend, no refund applies.

Cancellation by Otro Viaje

• If Otro Viaje cancels the experience, you may reschedule at no cost.
• If you do not wish to reschedule, you will receive a 100% refund of the paid amount.
• We will notify you as early as possible using the contact details in your booking.

Refund process

Refunds are validated and processed manually. Otro Viaje processing may take 1 to 2 business days; after that, the time for the refund to appear depends on the bank or the payment method used by the customer.

Freetours and unpaid bookings

For freetours, please cancel your booking if you cannot attend so your spots can be released. These bookings do not generate refunds because they are not paid when booking.