Terms and conditions - Tour Guanacaste, bringing Costa Rica to Life! Serving all hotels, resorts and vacation rentals in Costa Rica.
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Terms and conditions

Please note that credit card payments for Tour Guanacaste are collected by TREKKSOFT AG, Hauptstrasse 15, 3800 Matten, Switzerland (“TREKKSOFT”). Therefore, TREKKSOFT will appear as TOURGUANACASTE on your credit card statement for the payment of this booking. The domain where you enter and process your payment is owned and operated by TREKKSOFT.

Please send an email to support@payyo.ch for all inquiries regarding your credit card payments and chargebacks.

Comprehensive Terms and Conditions


Welcome to Our Services


We are thrilled that you have chosen our services and entrusted us with your travel plans. Our aim is to deliver an exceptional experience at the most competitive prices. To ensure a smooth and hassle-free journey, please carefully review our comprehensive Terms and Conditions before making a reservation. By booking a tour or travel product with us, you agree to the applicable Terms in effect at the time of your booking. These Terms constitute a legally binding agreement.


Pre-Tour Communication


If you have any questions or concerns prior to your tour, please contact us promptly. We are dedicated to ensuring your experience is seamless and will assist you in every possible way. On the day of your tour, activity, or transportation, please bring a copy of your ticket. An electronic version on your phone or another device is acceptable, as is a printed paper copy. Upon making a deposit and receiving confirmation, you will receive your ticket(s), a receipt, and a copy of these Terms and Conditions. Should you need a new copy of your ticket, please contact us via email before the tour date.


Service Refund Policy


Our commitment is to deliver high-quality services to our clients. If you are not satisfied with the services provided, we offer a 100% in-store credit policy for eligible returns. Note that we do not provide cash refunds. All returns will be processed as in-store credit to be used for future services.


Eligibility for Refund


Refund requests must be submitted in writing to the Tour Company, including a brief explanation of the reason for the return. We will review the refund request and respond within 24 hours of receipt.


In-Store Credit


In-store credits will be issued after reviewing the refund request. These credits are valid for one year from the date of issue and can be used towards any future services provided by the Tour Company. In-store credits are non-refundable and cannot be redeemed for cash.


Cancellation Policy


The Tour Company reserves the right to cancel tours, activities, or transportation due to unsafe conditions or unforeseen circumstances. In the event of guest cancellations, no discounts or refunds will be provided for requested services that are canceled or unused by the guest.


Representation of Services


Images, photos, and videos used in our advertising materials are for illustration purposes only and may not represent the exact product. We reserve the right to change product images and specifications at any time without notice. Our promotional and marketing materials are intended to provide an overview of our offerings but are not binding in detail. The content of other websites linked through hyperlinks is for informational purposes only. By agreeing to our terms, you acknowledge that your understanding of the tour, activity, or rental is based on these illustrative materials and may not exactly represent the actual product. All rights are reserved by the Tour Company.


Customer Communication


Customers agree to communicate in good faith with the Tour Company at all times. In case of a refund request, complaint, disagreement, or dispute, customers agree to notify the Tour Company in writing immediately and allow reasonable time for a response and resolution. Customers are expected to engage in a fair and respectful dialogue before making any negative comments on social media. This dialogue should be professional, free from insults, accusations, and prejudice, and respectful in tone from both parties.


Assumption of Risk


The customer acknowledges that participating in tours can involve significant health and safety risks. The customer assumes all risks and releases the Tour Company from any claims or causes of action arising from damages, injuries, or death resulting from such risks. The customer agrees not to hold the Tour Company, its authorized agents, local operators, or subcontractors liable for any physical or mental damages, injuries, or death resulting from participation in tours, activities, or transport.


Local Suppliers


Accommodations, transportation, activities, and other tour components will be provided by local suppliers chosen by the Tour Company. Standards for these services may vary from those in the client's home country. We strive to select reputable suppliers and comply with local health and safety regulations. The terms and conditions of these suppliers will apply to their respective components and will be incorporated into these Terms and Conditions. The Tour Company's liability will not exceed that of any supplier. The quality of tour components will be evaluated based on local regulations and standards.


Flexibility and Itinerary Changes


Travel of this nature requires flexibility and may allow for changes to the itinerary made by the Tour Company. The client understands that the tour, activities, equipment, transportation, routes, schedules, amenities, and mode of transport may change without notice due to various circumstances, such as weather, strikes, pandemic restrictions, and unexpected events. We will make reasonable efforts to adjust to such circumstances, but they are beyond our control.


Client Conduct and Responsibilities


By booking a tour with the Tour Company, the client agrees to act in good faith and follow the guidance of the tour leader or designated representative at all times. The client must abide by all local laws and regulations during their travels and inform the Tour Company of any medical conditions that may impact their participation in tour activities. The client is responsible for any costs incurred due to damage or theft of facilities during their tour and must take necessary measures to ensure their own safety, including following posted health and safety warnings. The Tour Company's decision on all matters related to safety and well-being is final, and its liability will not be affected by any failure on the part of the client to comply with these terms.


Use of Images


The client grants permission for the Tour Company to take and use photographs, videos, and images of the company's products and services, including individual and group participation, for marketing purposes. The client acknowledges that these images may be used for advertising or illustration, but their name will only be used if attributed to them personally. The client agrees not to take legal action against the Tour Company or photographer for the use of these images and releases the photographer from any claims or liabilities.


Service Definition


The client acknowledges that the "service" provided by the Tour Company includes customer service, tourism, and concierge services, and all communication, including confidential pricing and privileged customer service and concierge emails, chats, and phone calls, are considered part of this service. The client understands that the service is time-based and cannot be reversed. The service includes communication with guests, arranging tours and activities, preparing details and instructions, checking availability, confirming tours and transport, and communicating with tour and activity providers. By requesting and engaging in the Tour Company's customer service, the client agrees that the service has been provided.


Payment Terms


All credit card payments made to the Tour Company are final and binding. Any attempt to initiate a credit card dispute or chargeback will be considered a breach of the agreement between the client and the Tour Company. The client agrees to retract and close any open disputes immediately in favor of the Tour Company and its authorized agents. If the client proceeds with a credit card dispute or chargeback, they will be held responsible for all associated costs and fees, including but not limited to legal fees, collection fees, interest payments, travel expenses, and penalties imposed by the issuing bank.


No Refunds for Missed Services


No discounts or refunds will be offered for missed or unused services due to circumstances beyond our control, such as weather, traffic, missed start times, late arrival, or any other factors on the ground. This also applies to situations where the client is at fault. The Tour Company and its authorized agents will not be held responsible for these missed or unused services.


Pricing and Payment Methods


Tours and activities are priced in USD cash. Credit card payments may not always be available at the tour start point, and if accepted, a transaction fee ranging from 6% to 28% or more may apply. You may also be asked to provide a government-issued photo ID. Due to high fees local providers and guides may be cautious about accepting credit card payments in the regions we serve.


By booking a tour with us, you agree to these Terms and Conditions. Thank you for choosing our services; we look forward to providing you with an unforgettable experience.