Booking Policies

Policies for Tours & Dates and Private Charters, structured on one page so guests can compare the rules before booking.

Tours & Dates Policy Private Charters Policy

Policy structure

This page separates the document into two customer paths: individual ticketed departures under Tours & Dates, and full-boat catamaran bookings under Private Charters.

Tours & Dates

Tours & Dates Policy

Applies to scheduled maritime departures, individual tickets, and full buyouts connected to ticketed departures.

Quick summary

Individual tickets are confirmed only after 100% payment.

Individual tickets are non-refundable; future credit may be considered with more than 48 hours' notice.

Passengers must arrive at least 30 minutes before boarding. Late arrival or no-show means ticket loss.

Booking Confirmation

Individual ticket reservations are confirmed only with payment of 100% of the ticket.
The ticket guarantees a space on the vessel for the selected date and time.
Seats may be assigned or first-come, first-served depending on the operation.
Full rental or buyout requires a 50% initial deposit to block the date.
For full rental or buyout, the remaining balance must be paid at least 72 hours before departure.
The buyout deposit is refundable only within the first 24 hours after payment.

Date Or Ticket Changes

Individual tickets may be changed more than 72 hours before departure, subject to availability.
Changes between 24 and 72 hours before departure are subject to availability and may carry an administrative fee.
Less than 24 hours before departure, changes and refunds are not allowed.
Full rental changes more than 14 days before departure are allowed without penalty.
Full rental changes between 7 and 14 days before departure are subject to availability and may carry a fee.
Less than 7 days before departure, a full rental change is not guaranteed and the deposit may be lost.

Cancellations

Individual tickets are non-refundable.
In some cases, credit for future use may be issued if notice is given more than 48 hours before departure.
No-show means total loss of the ticket.
Full rental cancellations more than 14 days before departure may receive future credit or rescheduling.
Full rental cancellations less than 14 days before departure make the deposit non-refundable.
Full rental no-show means total loss of the payment made.

Weather And Authorities

If authorities such as SINAPROC or the maritime authority restrict navigation, rescheduling or credit will be offered.
Rain alone does not cancel operations.
The captain has the final decision on departure, route, and safety conditions.

Schedules And Punctuality

Passengers must arrive at least 30 minutes before boarding.
The vessel departs on time and late passengers are not waited for.
Failure to arrive on time means ticket loss without refund.
For full rentals, client delays do not extend the service duration.

Luggage, Consumption And Behavior

Each passenger is responsible for their belongings.
The company is not responsible for lost or damaged personal items.
Certain items may be restricted for safety.
Dangerous, aggressive, or highly intoxicated behavior may result in denied boarding or service termination without refund.

Onboard Service

The vessel may have bar and/or food service.
Food and drink consumption is not included in the ticket unless expressly indicated.
For full rentals, catering or drink conditions must be agreed in advance.

Operational Changes

The company may change the vessel, schedule, route, or destination for operational or safety reasons.
Operational changes do not create an automatic right to refund as long as an equivalent service is maintained.

Company Cancellation

In exceptional cases such as mechanical failure, safety issues, or extreme weather, the company may cancel the service.
When the company cancels, guests will be offered rescheduling or a full refund of the amount paid.

Client Responsibility And Liability Release

The client is responsible for damage caused to the vessel or facilities.
Maritime transport involves inherent risks; boarding means the passenger accepts participation under their own responsibility.
The company is not responsible for accidents, injuries, personal-item loss, or events outside its control, except where legally required.
All passengers must follow crew instructions and safety rules.
Failure to follow safety instructions may result in service termination without refund.

Private Charters

Private Charters Policy

Applies to full private catamaran reservations where the group reserves the vessel, crew, and operating logistics for a selected date.

Quick summary

A date is confirmed with a 50% initial deposit, unless the quote says otherwise.

The remaining balance must be paid at least 48 hours before departure.

The deposit is refundable only within the first 24 hours after payment.

Booking Confirmation

To confirm a date, an initial deposit equal to 50% of the total charter value is required, unless the quote states otherwise.
The deposit blocks the requested date and guarantees vessel, crew, and logistics availability.
The remaining balance must be paid at least 48 hours before departure, unless a different agreement was previously established.
The deposit is refundable only during the first 24 hours after payment.
After 24 hours from payment, the deposit is non-refundable because the date is reserved and operational commitments begin.

Date Changes

Date changes requested more than 14 days before the charter are allowed without penalty, subject to availability.
Date changes requested between 7 and 14 days before the charter may be made subject to availability and may carry an administrative fee.
Less than 7 days before the charter, date changes are not guaranteed and the deposit may be lost.

Vessel Changes

If group size changes and another vessel is needed, the client may request the change subject to availability.
The deposit already paid remains active and applies to the new reservation.
If the new vessel has a higher rate, the client must pay the corresponding difference.
If the new rate is lower, the difference may be applied to additional services, but no refund will be issued.
Vessel changes should be requested at least 7 days in advance.

Weather Or Authority Restrictions

If SINAPROC, the maritime authority, or another competent authority issues an alert that prevents vessels from departing for safety reasons, the charter will be rescheduled.
In those cases, the client may reschedule for another available date or keep the deposit as credit for a future date.
Because Panama has changing tropical weather, rain alone is not an automatic cancellation reason.

Extraordinary Situations

Exceptionally justified situations, such as serious hospitalization or death of a direct member of the organizing group, may be evaluated for rescheduling.
These situations do not create an automatic deposit refund, but the company will seek a reasonable operational solution.

Schedule Or Destination Changes

The captain may modify the destination or planned route if sea, weather, or safety conditions require it.
In these cases, the crew will seek an equivalent alternative within the contracted time.
A route or destination adjustment for safety does not create a right to refund.
Passenger and crew safety always has priority.

Reservation Errors

If a human error occurs during reservation, such as an incorrect date or scheduling confusion, both parties must communicate it as soon as possible.
If the error is detected with sufficient notice, the company will try to make the adjustment subject to availability.
When notice is given with little time, the solution depends on operational availability and commitments already made.

Company Cancellation

In exceptional cases such as mechanical failures, extreme safety conditions, or unforeseen operational situations, the company may cancel or reschedule the departure.
In those cases, the client will be offered rescheduling or refund of the corresponding deposit.

Late Arrival

Passengers must arrive at the boarding point at least 30 minutes before departure.
If the group arrives late, the charter time cannot be extended beyond the originally contracted time.
Significant delays that prevent departure under appropriate conditions may lead to cancellation without deposit refund.

Responsibility During The Charter

Clients are responsible for any damage caused to the vessel, equipment, or facilities during the charter due to misuse or negligence.
Any necessary repair or replacement will be charged to the responsible client.

Liability Release

The client understands that maritime activities involve inherent risks connected to navigation, sea conditions, weather, vessel movement, and recreational water activities.
All passengers participate under their own responsibility.
The company, owners, captains, crew, and representatives are not responsible for accidents, personal injuries, losses, or damage to personal belongings during the charter, except in cases of proven negligence.
Each passenger is responsible for their own health condition and for following the captain and crew instructions at all times.
The company is not responsible for objects lost, forgotten, or damaged during the activity.
Failure to follow safety instructions may result in termination of the charter without refund if the crew considers there is risk to people or the vessel.

Questions about our policies? Contact us via WhatsApp or email us at info@pacificexperience.lat