This Cancellation and Refund Policy governs all cancellation, refund, and rescheduling requests for services booked through Macua Tours, including private transfers, day trips, private tours, birdwatching day tours, birdwatching packages, surf trips, overnight tours, multi-day packages, and custom itineraries in Costa Rica, Nicaragua, and neighboring destinations.
By submitting payment for any service, the client confirms that they have read, understood, and accepted this policy in full.
Category 1 – Private Transfers
Cancellations submitted 48 hours or more before the scheduled pickup time are eligible for a full refund of amounts paid, minus applicable transaction fees.
Cancellations submitted less than 48 hours before the scheduled pickup time are not eligible for any refund. The 48-hour window is calculated from the exact scheduled pickup time, not from the booking date.
Category 2 – Day Trips and Private Day Tours
Cancellations submitted 7 days or more before the scheduled service date are eligible for a full refund of amounts paid, minus applicable transaction fees and any non-recoverable supplier costs already committed at the time of cancellation.
Cancellations submitted less than 7 days before the scheduled service date are not eligible for any refund.
The 7-day window is calculated from the start date of the service. Birdwatching day tours fall under this category when they do not involve overnight stays, multi-day planning, specialized logistics, or supplier arrangements reserved in advance as part of a broader package.
Category 3 – Multi-Day Tours, Overnight Tours, Surf Trips, Birdwatching Packages, and Custom Packages
Cancellations submitted 45 days or more before the start date of the service are eligible for a refund of amounts paid, minus applicable transaction fees and any non-recoverable supplier costs already committed at the time of cancellation.
Cancellations submitted less than 45 days before the start date of the service are not eligible for any refund.
The 45-day window is calculated from the start date of the service. Surf trips, birdwatching packages, overnight tours, multi-day tours, and custom packages fall under this category unless a separate written agreement specifies otherwise.
Birdwatching packages fall under this category when they involve overnight stays, multi-day planning, specialized guides, custom logistics, or supplier arrangements reserved in advance.
No-Shows
Clients who do not appear at the designated pickup point or meeting location at the scheduled time, without prior written cancellation or written notice to Macua Tours, are not eligible for any refund.
If a pickup time has been adjusted in writing by Macua Tours, the adjusted pickup time will apply.
Services Already Commenced
Once a service has begun, no refund will be issued for any unused portion of the service, regardless of the reason for early termination, unless otherwise required by applicable law.
Denied boarding, denied entry, refused exit, missing documents, invalid or expired travel documents, insufficient passport validity, failure to present proof of onward or return travel, missing visa, missing entry authorization, missing vaccination documentation when required, health-related entry requirements, airline requirements, customs decisions, border decisions, or any other traveler-side compliance issue will be treated as a no-show or as a service already commenced if Macua Tours or an independent local provider has already reserved, dispatched, committed, or made available the scheduled service. No refund will be owed in these cases, except where required by applicable law or expressly stated otherwise in the written booking confirmation.
If a traveler cannot continue after arriving at an airport, land border, dock, hotel, pickup point, or other scheduled meeting location, any additional transportation, return transfer, rerouting, lodging, waiting
time, guide time, border assistance, or alternative service will be quoted separately and must be paid by the traveler before it is arranged, unless Macua Tours agrees otherwise in writing.
Examples include, but are not limited to, failure to present proof of onward or return travel when requested by immigration authorities, failure to carry a passport or travel document accepted by the destination country, insufficient passport validity, lack of a required visa or entry authorization, lack of a required yellow fever vaccination certificate when applicable, pandemic-related or health-related entry rules, customs restrictions, airline boarding requirements, or denial of entry by immigration or border authorities.
Government, immigration, customs, health, airline, and border decisions are outside the control of Macua Tours and independent local providers.
Transaction fees include any non-refundable fees charged by banks, card networks, payment processors, payment platforms, currency conversion providers, or other financial intermediaries involved in processing the original payment or the refund.
These fees are not retained by Macua Tours as a penalty. They are third-party processing costs that may not be returned to Macua Tours by the payment provider and therefore cannot be included in the refund.
Non-recoverable supplier costs are amounts already paid or formally committed to independent local suppliers, including hotels, transportation providers, activity operators, guides, and other service providers, that those suppliers will not return regardless of the client’s cancellation.
Macua Tours can only refund supplier-related amounts that it is able to recover from those suppliers at the time the cancellation is processed.
All cancellation requests must be submitted in writing to [email protected].
Verbal requests, messages sent only through third-party platforms, or requests directed only to local suppliers do not constitute a valid cancellation request under this policy.
The cancellation tier is determined by the date and time Macua Tours receives the written cancellation request at [email protected], based on the timestamp of the email received by Macua Tours. Macua Tours will send a written acknowledgment confirming receipt and the applicable cancellation outcome.
Approved refunds are processed within 30 calendar days to the original payment method when technically possible.
Additional time may be required by the client’s bank, card issuer, or payment provider. That processing time is outside the control of Macua Tours.
Refund amounts may be affected by exchange rates, bank charges, card network fees, or payment platform rules that are outside the control of Macua Tours.
If Macua Tours cancels a confirmed service for operational reasons within its reasonable control, the client will receive a full refund of all amounts paid to Macua Tours, or the option to reschedule at no penalty.
Macua Tours is not responsible for ancillary costs incurred by the client, including but not limited to airfare, accommodation outside the booked service, visa fees, travel insurance premiums, meals, lost vacation time, or other incidental expenses.
Force majeure refers to events beyond the reasonable control of Macua Tours, including but not limited to natural disasters, severe weather, pandemics or public health emergencies, government-imposed travel restrictions, border closures, civil unrest, infrastructure failures, road closures, ferry or airport disruptions, strikes, or other circumstances that make it impossible, unsafe, or commercially impracticable to deliver the confirmed service.
In force majeure situations, Macua Tours will offer the client one of the following options, depending on supplier availability and recovery of committed costs: a travel credit valid for 18 months from the original service date, or a refund of amounts recoverable from independent suppliers, minus applicable transaction fees and any non-recoverable supplier costs already committed at the time of cancellation.
Macua Tours is not responsible for ancillary costs incurred by the client as a result of a force majeure event, including but not limited to airfare, accommodation outside the booked service, visa fees, travel insurance premiums, meals, lost vacation time, or other incidental expenses.
Clients who wish to reschedule rather than cancel must submit a written request to [email protected].
Whether a rescheduling request is treated as a cancellation depends on supplier availability, service availability, date changes, route changes, seasonal pricing, and costs already incurred at the time of the request.
Macua Tours will confirm the applicable terms in writing before any change is processed. No rescheduling is considered confirmed until the client receives written confirmation from Macua Tours.
Macua Tours is a private travel coordination company. Transportation providers, guides, hotels, activity operators, and other local service providers are independent local businesses and are not employees of Macua Tours or Origami Passage Holdings LLC.
Macua Tours coordinates the client relationship, booking process, communication, payment administration, and service planning. On-the-ground services are delivered by independent local providers selected for each booking.
Refunds involving third-party services depend on the amounts Macua Tours is able to recover from those providers at the time the cancellation is processed.
By submitting payment for any service offered by Macua Tours, the client confirms that they have read, understood, and accepted this Cancellation and Refund Policy in full.
This acceptance constitutes a binding agreement between the client and Origami Passage Holdings LLC, d/b/a Macua Tours, governed by the laws of the State of Wyoming, United States, to the fullest extent permitted by applicable law.
Nothing in this policy limits any non-waivable consumer rights that may apply under applicable law.
For cancellation, refund, or rescheduling requests, contact Macua Tours in writing at [email protected].
© 2026 Macua Tours. Registered trade name of Origami Passage Holdings LLC.
