Legal Policies | Canelo Tours

Last Updated: June 20, 2025

Canelo Tours LLC
7901 4th St N, Suite 300
St. Petersburg, FL 33702, USA

+1 (809) 841-4002
info@canelotours.com

1. Overview

Canelo Tours LLC operates as a trusted booking platform connecting travelers with a curated selection of local tour operators in Punta Cana. We are not the direct operators of the experiences listed, but rather a carefully vetted directory of excursions led by licensed and reputable suppliers.

By booking a tour through our website or official communication channels, you agree to the following terms and conditions, privacy practices, and cancellation/refund policies, which apply to all experiences offered through our platform.

2. Terms and Conditions of Service

2.1. Nature of Service

Canelo Tours acts as an intermediary booking agent. The tours and experiences are carried out by third-party operators selected for their safety, quality, and professionalism. By booking, you enter into a service agreement both with Canelo Tours LLC and the tour operator.

2.2. Booking Eligibility

You must be at least 18 years old to book. For minors, a parent or legal guardian must make the reservation and accompany the child.

2.3. Pricing and Payment

All prices are listed in U.S. Dollars (USD).

Prices include applicable taxes and fees unless otherwise noted.

We offer two payment options:

• Pay Now: Full payment is required at the time of booking to secure your spot.

• Pay on Arrival: You can reserve now and pay in cash or card when you arrive.

Accepted payment methods:

• Major credit/debit cards (Visa, Mastercard, AmEx)

• Apple Pay and Google Pay

• Other secure processors (Stripe, etc.)

2.4. Booking Confirmation

A confirmation will be sent via email or WhatsApp within 24 hours after booking. If you do not receive a confirmation, please contact us immediately.

2.5. Operator Responsibility

Tour execution, safety, punctuality, and service delivery are the sole responsibility of the selected supplier. Canelo Tours provides pre- and post-tour communication and booking support.

2.6. Guest Behavior

Operators reserve the right to deny participation without refund if guests:

• Engage in unsafe or disrespectful behavior

• Fail to follow instructions

• Pose a risk to themselves or others

2.7. Force Majeure

Neither Canelo Tours nor its suppliers are liable for delays, cancellations, or changes due to natural disasters, political unrest, weather conditions, or other circumstances beyond our control.

2.8. Tour Modifications

Minor changes in itineraries may occur based on weather, traffic, or operator availability. We will notify you in advance if any major changes are made.

3. Cancellation & Refund Policy

3.1. Customer-Initiated Cancellations

• Free cancellation up to 24 hours before the tour start time (local Punta Cana time).

• A $4 USD administrative fee per person applies to all cancellations.

• Cancellations within 24 hours or no-shows are non-refundable.

• Free rescheduling is available based on availability.

• Email all requests to: info@canelotours.com

3.2. Operator-Initiated Cancellations

If a tour is cancelled by the operator due to safety or operational reasons, you will be offered:

1. A full refund, or

2. The opportunity to reschedule at no extra cost

3.3. Refund Processing

Refunds are issued to the original payment method within 7–10 business days. Timing may vary depending on your bank or card issuer.

3.4. Name Changes

You may transfer your booking to another person free of charge with at least 48 hours’ notice via email.

4. Payment and Digital Security

4.1. Payment Safety

All transactions are secured using SSL encryption and reputable payment gateways including Apple Pay, Google Pay, and Stripe.

4.2. Chargebacks

If a payment dispute or chargeback is filed, Canelo Tours reserves the right to recover all associated fees, including legal or administrative costs, where applicable.

5. Privacy & Data Protection

5.1. Data Collected

We collect:

• Full name

• Contact info (email and phone)

• Payment data (never stored by us)

• Pickup location (hotel or meeting point)

• Optional dietary or medical notes

5.2. How We Use Your Data

Your data is used to:

• Confirm bookings

• Coordinate logistics with the tour operator

• Provide customer service

• Improve our platform and services

5.3. Data Sharing

We only share your information with:

• The tour operator responsible for your experience

• Payment processors (Stripe, Apple, Google)

• Legal authorities if required

We never sell or rent personal information.

5.4. Data Security

We use secure servers and encryption, but no system is completely immune to breaches. By using our platform, you accept this inherent risk.

5.5. Cookies and Tracking

Our website uses cookies and analytics tools to improve performance and personalize content. By browsing our site, you agree to this usage.

6. Limitation of Liability

Canelo Tours is not liable for:

• Loss, theft, or damage of personal belongings

• Injuries or accidents during the experience

• Delays caused by traffic, operator logistics, or external factors

Our maximum liability is limited to the total amount paid for your booking. We strongly recommend that you obtain personal travel insurance for added protection.

7. Complaints & Dispute Resolution

7.1. Tour Complaints

If something goes wrong during your tour, notify the guide immediately. For post-tour issues, send an email within 5 business days of your activity to: info@canelotours.com

7.2. Dispute Handling

We aim to resolve complaints amicably. If resolution cannot be reached, legal matters will fall under the jurisdiction of St. Petersburg, Florida, under U.S. law.

8. Policy Updates

We reserve the right to modify these policies without prior notice. The most current version will always be available on our website, and it is the customer’s responsibility to review policies before booking.