Cuyabeno Dolphin Lodge, operated by ECOSPORTOUR CIA. LTDA., plans and runs its services with one goal: a safe, high-quality experience. The following policies on reservations, payments, cancellations and changes are part of our general terms and apply to all services operated by the company unless stated otherwise. These policies are governed by the laws of the Republic of Ecuador.
Reservations and payments
- A deposit of 50% of the total program value is required to confirm a reservation.
- The remaining balance must be paid up to 30 days before the start of the tour.
- Reservations made less than 30 days in advance must be paid in full to be confirmed.
- Payments can be made by bank transfer, deposit, cash or credit card through the WeTravel platform.
- All bank charges, national or international transfer fees and credit card charges are covered by the passenger or the booking agency.
- Approved refunds are processed through the same payment method used by the client and may take 15 to 30 business days, depending on the financial institution. Bank commissions, payment platform fees and other financial charges are non-refundable and will be deducted from the amount to be returned where applicable.
- Payments by credit or debit card are subject to the surcharge of the payment platform used by Cuyabeno Dolphin Lodge, which may vary between 5% and 7% depending on the payment method.
- Ecuadorian VAT (IVA) applies according to the tax regulations in force at the time of invoicing; our net rates do not include taxes.
Cancellations
A “No Show” occurs when the passenger does not arrive at the established place and time for the start of the service, or voluntarily abandons the tour before its end. In these cases there is no right to a refund.
Every cancellation request must be sent in writing by email. The date and time the email is received count as the official date for calculating the corresponding penalty.
When the contracted service is operated by third parties (agencies, hotels or other tour operators), the reservation and cancellation policies of those providers apply. Cuyabeno Dolphin Lodge acts only as an intermediary and cannot modify those conditions or assume their cancellation costs.
Individual passengers (1 to 9 travelers)
- More than 30 days before the program starts: no penalty.
- 30 to 16 days before: 50% penalty.
- 15 to 8 days before: 75% penalty.
- 7 days or less: 100% penalty.
- No Show or voluntary early abandonment of the program: 100% penalty. Passengers who wish to stay extra days must request it in writing, subject to availability.
Groups (10 travelers or more)
- More than 45 days before the start: no penalty.
- 44 to 30 days before: 25% penalty.
- 29 to 15 days before: 50% penalty.
- Less than 15 days before the start: 100% penalty.
Changes and traveler obligations
- Every modification must be requested in writing and is subject to availability.
- Date changes can be made once without penalty when requested at least 30 days in advance, subject to availability. Changes requested later are subject to evaluation and availability.
- Fare differences generated by a date change or program modification are covered by the passenger or the agency.
- Cuyabeno Dolphin Lodge is not responsible for delays, cancellations or losses caused by airlines, ground transport companies, hotels, government authorities or other external providers.
- The company reserves the right to refuse service or remove from the program, without refund, any passenger whose conduct endangers the safety of the group, the staff, the local community or the natural environment.
- Passengers must arrive at the indicated place and time for the start of the program. Failure to appear, or a delay that prevents the tour from departing, counts as a No Show.
- All passengers must respect the environmental rules of the Cuyabeno Wildlife Reserve and the instructions of the guide and lodge staff. Conduct that damages the natural environment, wildlife, flora or the facilities may lead to suspension of the service without refund.
Force majeure
Cuyabeno Dolphin Lodge will only cancel or modify a tour when force majeure or unforeseeable circumstances prevent its safe operation — such as civil unrest, protests or strikes, fires, natural disasters or decisions of public authorities. This may include substitution with comparable transport, guides, lodging, meals or destinations. In these cases we will offer, whenever possible, a rescheduling or an alternative service. If the operation cannot take place, any refund is limited exclusively to services contracted with our company and does not cover expenses from third parties such as flights, lodging, transport, travel insurance or meals.
Insurance
We recommend that all passengers carry travel insurance covering medical expenses, accidents, cancellations and luggage loss. All passengers must sign the corresponding risk acceptance and liability release form before the start of activities, when the type of tour requires it.
Health, documents and participation
- It is the passenger’s responsibility to carry valid identity documents, passport, visas, vaccination certificates or any other requirement demanded by the competent authorities.
- Our guides are trained in first aid. By international first-aid standards they cannot administer medication or medical treatment, but they will accompany the traveler to clinics or hospitals when needed. Please consult your doctor or insurer about any allergy or health condition before traveling.
- Any medical condition, allergy, pregnancy, reduced mobility or special dietary requirement (vegetarian, vegan, pescatarian, etc.) that could affect the normal course of the program must be reported at the time of booking or at the start of the trip.
- All clients must declare before booking that they are fit and able to complete the itinerary of their chosen program. The company may decline participation when it considers there is a risk to the safety of the passenger or the group.
- Cuyabeno Dolphin Lodge will not cover additional expenses caused by omitted medical information, passenger negligence, or failure to follow the guide’s recommendations or these policies.
Complaints
Any complaint should be raised during the trip with our guides or administrators so it can be solved on the spot. If it cannot be resolved at that moment, the company will receive the guide’s written report and the traveler’s complaint in order to investigate and offer a timely solution.
These policies are governed by Ecuadorian law and any dispute will be resolved by the competent authorities of Ecuador. In case of discrepancy, the Spanish original of these policies prevails.