Please make sure you have read this Reservation, Cancellation and Refunds Policy.
- Reservation, Cancellation, and Refund Policy
By confirming a reservation or hiring our services, you (the “Customer”) expressly agree to comply with and be bound by these conditions. 1. Reservations and Payments
- Confirmation: To secure a reservation and “lock in” your dates, a deposit is required. The reservation is effective only once the payment is confirmed.
- Payment Methods: Deposits can be made via:
- Secure link (Credit/Debit card).
- Money transfer (Western Union).
- Bank-to-bank transfer.
- Surcharges: Transaction fees or surcharges may apply depending on the chosen method. To minimize these, a single electronic payment is recommended based on the approved offer.
- Data Security: Card payments are processed through financial institutions authorized by the Authorities of the Financial System of El Salvador. We never have access to your private card numbers or personal financial data.
- Confirmation Receipt: Customers will receive an electronic confirmation via WhatsApp or email once the transaction is processed.
2. Cancellation by the Customer
All confirmed services can be canceled according to the following schedule. Please note that surcharges/transaction fees are non-refundable. Cancellation & Refund Schedule:
- 30+ days before service: 100% Refund (issued as a Future Travel Voucher).
- 15 – 30 days before service: 50% Refund (issued as a Future Travel Voucher).
- Less than 15 days before service: No Refund.
- Travel Voucher Terms: Vouchers are valid for 9 months from the date of cancellation. Voucher is transferable to friends/family and valid for any service or season (subject to availability and previous confirmation). E-vouchers are issued within 7 days of cancellation.
- Force Majeure Exception: For verified emergencies (e.g., medical emergencies or natural disasters) occurring before the service starts, the voucher validity may be extended for an additional 3 months.
3. Cancellation by Explore El Salvador
- Pre-Service: If the company cancels the service before it begins for internal reasons, a 100% cash refund (including any fee or surcharge for the operation) will be issued via electronic transfer within 5 business days.
- After Service Commencement: If a program must be altered or interrupted by Explore El Salvador or any member of the staff after the start date due to Force Majeure, no cash refunds will be issued. Any balance in favor of the client will be issued as a credit/voucher valid for 6 months ((subject to availability).
4. Force Majeure and Service Alterations
The final price and itinerary may change due to modifications requested by the customer or Force Majeure events. No refunds, discounts, or reschedules will be issued for services not provided due to:
- Natural disasters, adverse weather, or man-made calamities.
- Closure of public/private attractions due maintenance, renovation, relocation; or roadblocks.
- Strikes, rallies, sport events, traffic jams, public or political events.
- Any situation that threatens the safety of passengers, staff or assets. In these cases, the service is considered rendered as these events are beyond our control.
5. Third-Party Services and Liability
While we are happy to assist in booking hotels, restaurants, and resorts, Explore El Salvador acts as a facilitator, not a broker.
- Independent Policies: We are not responsible for the cancellation or refund policies of third parties.
- Quality & Availability: We are not liable for the service quality, business hours, or sudden closures of third-party providers (attractions, rentals, etc.), even if they were suggested by us or included in the tour price.
- No Substitutions: Once a service has started, no refunds or substitutions will be made for third-party components if the itinerary is changed by the customer or Force Majeure.
6. Delays and “No Shows”
- Delays: No discounts or partial refunds will be issued for time lost or delays caused by the client.
- No Show: No refunds (total or partial) will be issued if the client fails to show up for the scheduled service.
7. Acceptance of Terms
Hiring our services implies full acceptance of this policy. If you have any questions regarding these terms, please contact us prior to making your deposit.
Last Update: April 2026
Please contact me if you have any questions about this policy.
