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By booking with PANAMA YOSTOURS, S. A. you accept the conditions that apply to your service. Here you'll find the policies for tours in Panama and the general terms for international trips.
Note: this is a courtesy translation. The Spanish version is the binding one and prevails in the event of any discrepancy.
The following policies apply to bookings in Panama for tours, excursions, transfers and other activities contracted with PANAMA YOSTOURS, S. A. By making a booking, the client acknowledges having read, understood and accepted these policies, along with the particular conditions applicable to the tour or service contracted. The specific conditions stated in the tour description, receipt, voucher or booking confirmation prevail over these general policies where the two differ.
All bookings are subject to availability. A booking is considered confirmed once the client has received the corresponding booking confirmation from PANAMA YOSTOURS, S. A. and, where applicable, has paid the full or partial amount required to secure the service. It is the client's responsibility to check that the information in the booking confirmation is correct, including:
Any error must be reported as soon as possible.
The lead booker must provide an email address and a valid, working phone number, preferably with access to calls and messaging apps such as WhatsApp. Our driver, guide or representative may contact the lead booker up to one day before the service or, depending on the operation, a few minutes before the scheduled time, in order to arrange the meeting, confirm the pick-up point or give instructions about the activity. It is the lead booker's responsibility to stay alert to communications about their booking.
The client must be at the stated location and ready to start the activity at the agreed time. Pick-up times may vary depending on the hotel's location, traffic conditions, number of passengers, weather and the logistics of the excursion. Where the service includes hotel pick-up, the passenger must wait in the lobby, reception or the meeting point stated in advance.
3.1 Airport pick-up and transfer. Where the contracted service includes airport pick-up and/or transfer, PANAMA YOSTOURS, S. A. will arrange the service based on the flight information provided by the passenger, who must correctly supply the flight number, airline, date and arrival time. The maximum waiting time at the airport is up to 60 minutes from the scheduled pick-up time; after that period without any contact, the service may be treated as a No Show, with no right to a refund. For transfers from the hotel to the airport, the passenger must be ready in the lobby at the agreed time; the maximum waiting time is up to 30 minutes.
3.2 Luggage allowance. The luggage included per passenger is 1 handbag or personal item + 1 piece of hand luggage (cabin suitcase). If the passenger is travelling with checked luggage, extra suitcases, oversized luggage or more than the allowance, this must be reported in advance. PANAMA YOSTOURS, S. A. is not responsible for delays, missed flights or problems caused by incorrect information supplied by the passenger, personal delays, traffic, road closures, weather or other circumstances beyond its control.
Depending on the excursion, PANAMA YOSTOURS, S. A. may allow a maximum waiting time of up to 15 minutes from the scheduled pick-up or meeting time. Once that period has passed without the passenger appearing or being reachable, we reserve the right to continue the operation and treat the booking as a "No Show". Missing an activity because of passenger delays does not oblige the company to delay the itinerary, reschedule the service or issue a refund.
All prices are quoted in US dollars (USD) at the time of booking. To confirm and secure the booking an initial deposit is required, the amount of which will be stated at the time of contracting. The remaining balance must be settled in full up to 48 hours before the tour starts. For safety and operational reasons, no payments or outstanding balances are accepted on the day of the tour. Bookings made less than 48 hours in advance require payment in full at the time of booking. Certain high-demand or limited-availability tours may require immediate payment in full to secure the place.
5.1 Payment methods. We accept bank transfer, cash at our office, and debit and credit cards (subject to a bank processing fee, stated before the transaction is completed). The booking is considered confirmed only once payment has been received and validated.
5.2 Refunds. The deposit paid to confirm a booking is non-refundable 48 hours or less before the tour starts. Where a refund applies, it will be calculated on the amounts actually recoverable, less services, administrative charges and non-refundable bank fees. Services not used by the passenger's own choice, late arrivals, No Shows or voluntarily leaving during the tour do not give rise to any refund.
Requests to change a booking are subject to availability. Changes of date, time, number of passengers, pick-up point or activity may result in fare differences or additional charges. Requesting a change does not guarantee that it can be made. Where an activity is operated by an external supplier, that supplier's own policies may also apply.
Cancellation conditions may vary depending on the tour, excursion or supplier involved. The specific policy stated during the booking process or in the confirmation takes priority over these general conditions. Cancellations must be requested through the official contact channels. Certain activities, entrance fees, tickets or private services may be non-refundable once confirmed.
A No Show is recorded when the passenger:
Cases treated as a No Show carry no right to a refund.
PANAMA YOSTOURS, S. A. may change times, routes, meeting points, vehicles, boats, guides, operators or parts of the itinerary where necessary for operational, weather or safety reasons, or circumstances beyond its control. Where an activity cannot go ahead for reasons directly attributable to the company, we may offer, as appropriate: an alternative date, an equivalent activity, credit towards another service, or a refund in line with the booking conditions (administrative and/or bank charges apply).
Activities are not cancelled automatically because of rain or minor weather conditions. Panama has a tropical climate and some excursions may run even when rain is possible. The decision to cancel, suspend or change an activity for weather reasons will be taken by PANAMA YOSTOURS, S. A., the guide, skipper, operator in charge or the competent authority, putting participants' safety first. If the client voluntarily decides not to take part while the activity is still running normally, that decision may be treated as a cancellation by the client.
PANAMA YOSTOURS, S. A. is not responsible for changes, delays or cancellations caused by situations beyond its reasonable control, including but not limited to: adverse weather, road closures, accidents or extraordinary traffic, demonstrations or unrest, utility failures, restrictions imposed by the authorities, emergencies, natural disasters, closures of parks, ports, attractions or facilities, and operational changes by external suppliers. In these situations we will seek, wherever possible, to offer the passenger a reasonable alternative.
Before booking, the client is responsible for checking that they meet the requirements for taking part in the activity. Some excursions may have restrictions relating to age, weight, height, mobility, physical condition, pregnancy, wheelchair use, luggage or documentation/ID. Failing to meet the requirements may mean being unable to take part, with no right to a refund.
Minors must be accompanied by a responsible adult, unless the particular conditions of the activity state otherwise. Parents, guardians or responsible adults must check the age restrictions for each activity in advance.
Each passenger is responsible for their personal belongings throughout the activity. PANAMA YOSTOURS, S. A. is not liable for items left behind, lost, damaged or stolen during the service, except where the company bears demonstrable direct responsibility under applicable law.
PANAMA YOSTOURS, S. A. reserves the right to refuse or stop the participation of anyone whose behaviour may put their own safety at risk, put other passengers, guides or staff at risk, interfere with the normal running of the activity, or cause damage to vehicles, facilities, equipment or third-party property. Where the exclusion results from the passenger's behaviour, there is no obligation to refund.
Some activities sold by PANAMA YOSTOURS, S. A. may be operated wholly or partly by independent operators, attractions, boats, restaurants, parks, carriers or other suppliers. In these cases, additional operating conditions, restrictions and policies set by those suppliers may apply.
The itineraries and times given are approximate and may vary because of traffic, weather, operating conditions, number of participants or other circumstances inherent to the activity. The published duration of an excursion should be taken as an estimate, not an exact finishing time. We advise passengers not to schedule flights, cruises, meetings or other time-critical activities immediately after an excursion.
By making a booking with PANAMA YOSTOURS, S. A., the client acknowledges having read, understood and accepted these policies, along with the particular conditions applicable to the tour or service contracted.
PANAMA YOSTOURS, S. A. protects its clients' personal information in accordance with Law 81 of 2019 on the Protection of Personal Data of the Republic of Panama and other applicable rules. The data provided when making a booking is used solely to manage bookings, arrange services, process payments, provide assistance and keep in touch with the client. Where necessary, certain data may be shared only with hotels, tour operators, guides, carriers, airlines or other suppliers connected with the booking. The client may request access to, correction of, updating of or deletion of their personal data, in accordance with current legislation.
PANAMA YOSTOURS, S. A. is a company legally incorporated in the Republic of Panama, operating in accordance with the legal provisions applicable by the Panama Tourism Authority (ATP) under licence 905-AV. The company accepts the responsibility that legally falls to it regarding the correct arrangement and delivery of the services contracted directly with it. Where a service depends on third parties, suppliers, weather, closures, traffic, the authorities or force majeure, reasonable adjustments may be made in order to maintain the continuity, safety and quality of the service.
