Cancellation and Refund Policy
The short version of how changes, cancellations and refunds work. It summarises our Terms and Conditions, which are the full text and prevail if there is any difference. This is our commercial policy; any statutory rights, explained in our Terms, are not affected.
Cancelling
Cancel at least 24 hours before your scheduled departure time and we refund one hundred per cent of what you paid.
With less notice than that, the booking is not refundable. The same applies if you do not turn up for your departure.
All deadlines use the local time of Costa Rica, where the tour takes place.
Changing your date or time
You can change the date or time of your booking at no cost with at least 24 hours' notice, subject to availability. With less notice, the booking can no longer be changed.
Arriving late
If you arrive late, we will try to fit you onto another departure the same day if there is space. If there is none, the booking is not refundable.
If you decide not to continue
You can leave the course at any point, and a guide will accompany you back to reception. Once the tour has started, leaving voluntarily is not refundable, including when the reason is fear or physical discomfort.
Rain and thunderstorms
The tour runs normally in the rain. In a thunderstorm, the group takes shelter, we measure how far away the storm is and wait 30 minutes before measuring again, more than once if needed. If conditions do not improve, the tour is suspended for the day and we offer to reschedule it once, for the following day. If the tour had already started, your group continues from where it stopped.
If you would rather not reschedule, or no time can be agreed for the following day, the refund depends on how far your group had got: 100 per cent of what you paid if it had not started its first activity; 50 per cent if it had spent 60 minutes or less on the course; and no refund if it had spent more than 60 minutes. Time paused for the storm does not count.
If we cannot run the tour
If the tour cannot run for safety reasons or other circumstances beyond our control, we first try to reschedule your booking. Where that is not possible, the corresponding refund follows.
How refunds are paid
Refunds go to whoever made the payment. If an intermediary, such as an online booking platform, an agency or a hotel, made the payment, the refund goes to them and they handle it with you.
For a change or a cancellation, write to reservas@canopyoriginal.com or message us on WhatsApp at +506 8931 0048.