We want you to book with confidence.
We keep our tours small and reserve your spot in advance so your experience stays personal, safe, and well organized. If you have any questions at any time, we are happy to help at (787) 209-2127.
- Standard tours: Full refund if you cancel at least 24 hours before your tour
- Private and group tours: Full refund 10+ days out, 50% refund 5-9 days out, no refund within 5 days
- One free date/time change before the applicable deadline, subject to availability
- If we cancel for any reason: Full refund or reschedule at your choice
- Please arrive 20 minutes early for a relaxed check-in
1. Standard Tours - Individual Bookings
You may cancel for a full refund if you contact us at least 24 hours before your tour start time.
You may request a one-time free change of date or time with at least 24 hours notice before your tour start time, subject to availability. If you prefer, you may cancel instead as long as it is before the deadline.
How to cancel or request a change
Contact us by phone call, text message, or email at [email protected]. A cancellation or change is confirmed only when you receive an acknowledgement from Paradise Seekers Puerto Rico. To help us assist you quickly, please include:
- Lead guest name
- Tour name, tour date, and tour start time
- Number of guests
- Best phone number for day-of contact
We will make every effort to reach you. Please ensure your contact information is accurate and up to date.
2. Private and Group Tours
Private and group bookings involve dedicated vehicles, reserved time blocks, and planning that begins well in advance of your tour date. A tiered cancellation policy applies to all full buyouts and group reservations.
| Notice given before tour date | Refund |
|---|---|
| 10 days or more | Full refund |
| 5 to 9 days | 50% refund |
| Less than 5 days | No refund |
Date or time change requests for private and group bookings are accommodated on a best-effort basis and require a minimum of 5 days notice, subject to availability.
If you are unsure whether your booking qualifies as a private or group booking, contact us directly at (787) 209-2127.
3. Please Arrive Early for Check-In
Check-in is based on the check-in time listed in your confirmation. Please plan to arrive 20 minutes early so your day feels relaxed and you do not miss the group.
4. Weather and Safety
Safety comes first. Paradise Seekers Puerto Rico makes the final decision on weather-related cancellations.
Guests will be notified the day prior if we anticipate unsafe conditions when possible. Certain tours may be cancelled the same day due to changing conditions, including heavy rain, flooding risk, high winds, marine conditions, or other safety concerns.
If you have questions about conditions before your tour, call us at (787) 209-2127 and we will advise you honestly.
If we cancel for any reason - including unsafe weather - you will receive a full refund, or you may reschedule based on availability. Your choice.
5. Minimum Bookings
Some departures require a minimum number of guests to operate. If the minimum is not met, we will contact you to reschedule to another available departure. If rescheduling is not possible, you will receive a full refund.
6. Hotel Transportation
If you requested and were confirmed for round-trip hotel transportation, your driver will contact you the evening before your tour between 6:30 PM and 8:30 PM AST to confirm your exact pickup time.
Please ensure your contact information is accurate and that you are reachable during that window. If a guest misses pickup or cannot be reached, the guest may need to self-drive to the meeting point if feasible.
7. Refund Timing
Approved refunds are returned to the original payment method and typically post within 5 business days, depending on your bank or card issuer.
Bookings through partner platforms
If you booked through a partner platform such as Viator, TripAdvisor, Booking.com, or any other platform, refunds are processed through that platform and follow their refund process and timing. We will confirm eligibility and support the request, but the platform controls how and when the refund is issued to your original payment method.
8. Late Cancellations and No-Shows
Cancellations received after the 24-hour deadline, including same-day cancellations, are non-refundable.
If the tour operates and a guest chooses not to attend for any personal reason - including personal weather concerns, illness, change of plans, or any other circumstance within the guest's control - it is treated as a no-show and is non-refundable. This applies regardless of the reason given after the cancellation deadline has passed.
If you do not check in on time, it is considered a no-show and is non-refundable. Please plan to arrive 20 minutes early.
9. Safety Requirements and Participation Criteria
Each tour has clearly stated safety requirements, age minimums, physical fitness requirements, footwear requirements, and other participation criteria. These are listed on the tour page or in your booking confirmation. Please read them carefully before booking.
If a guest arrives and does not meet the stated requirements for an experience - including but not limited to age minimums, weight or health restrictions, required footwear, or physical fitness criteria - and cannot safely participate as a result, no refund will be issued. This applies whether the guest was unaware of the requirements or chose not to comply with them.
Our guides and staff make final safety determinations on site. If a guest is removed from an activity for safety reasons, including failure to follow guide instructions during the tour, no refund will be issued for the portion of the tour not completed.
If you have questions about whether a specific tour is appropriate for you or a member of your group, please contact us before booking at (787) 209-2127 or [email protected]. We will give you an honest answer.
Questions? We are here.
Reach us any time by phone, text, or WhatsApp. We will give you a straight answer.