1. Standard Tours
Cancellations made more than 48 hours before the scheduled tour:
- Eligible for a 100% refund.
Cancellations made within 48 hours of the scheduled tour:
- Not eligible for a refund.
2. Private or Customized Tours
Cancellations made more than 5 days before the scheduled tour:
- Eligible for a 100% refund.
Cancellations made within 5 days of the scheduled tour:
- Not eligible for a refund.
3. No-Shows
Failure to arrive at the designated meeting point at the scheduled time will be considered a no-show, resulting in no refund.
4. Weather-Related Cancellations
In the event of cancellations due to adverse weather conditions or unforeseen circumstances beyond our control:
- Clients will be offered an alternative date or a full refund.
5. Force Majeure
Lava Land Tours is not liable for cancellations due to events beyond our control (e.g., natural disasters, pandemics, governmental restrictions). In such cases, clients will be offered:
- An alternative date for the tour, or
- A credit voucher valid for 12 months.
Refunds in these situations will be assessed on a case-by-case basis.
6. Refund Process
- Refunds will be processed to the original payment method within 7 business days.
- Processing times may vary depending on your bank or credit card issuer.
- Any transaction fees incurred during the refund process will be deducted from the refund amount.
7. How to Request a Refund
To initiate a refund request, please contact us at [email protected] or WhatsApp +34 604 213540 with the following information:
- Full name and contact information
- Booking reference number
- Scheduled tour date and time
- Reason for cancellation
Our team will review your request and respond within 2 business days.
Note: This policy is designed to provide clarity and fairness to both our clients and our operations. We recommend that clients purchase travel insurance to cover unforeseen circumstances that may lead to cancellations.
For any further inquiries or assistance, please do not hesitate to contact us at [email protected] or WhatsApp +34 604 213540