Terms and Conditions
Last updated: [MONTH DAY, YEAR]
These Terms and Conditions govern the use of the Tours in Arenal website, trip-planning assistance and the booking of tours, transportation, rental-car services and other travel experiences.
By completing a reservation, you confirm that you have reviewed and expressly accepted these Terms and Conditions, together with the description, price, requirements and cancellation policy presented for the selected service.
1. Company Information
Tours in Arenal is the commercial name operated by:
Legal name: [FULL LEGAL NAME]
Corporate identification number: [LEGAL ID]
Registered address: [FULL LEGAL ADDRESS]
Primary place of business: La Fortuna, San Carlos, Alajuela, Costa Rica
Telephone and WhatsApp: +506 8477 6936
Email: info@toursinarenal.com
Customer complaints: [COMPLAINT EMAIL]
Business hours: [DAYS AND HOURS, COSTA RICA TIME]
Applicable tourism registration or license: [DETAILS OR “NOT APPLICABLE”]
Throughout these Terms, “Tours in Arenal,” “we,” “us” and “our” refer to the legal entity identified above.
2. Our Role
Tours in Arenal provides local travel guidance and facilitates reservations for activities, transportation and other travel services.
Some services are supplied directly by Tours in Arenal. Other services are operated by independent tour operators, transportation companies, rental-car providers, attractions and other third-party suppliers.
The operating provider for each service will be identified in the product description, booking confirmation, voucher or other reservation documentation when applicable.
Independent providers are responsible for operating their services, assigning guides or drivers, maintaining their equipment, applying their participation and safety procedures, and determining whether operating conditions are suitable.
Tours in Arenal remains responsible for fulfilling its own legal and contractual obligations. Nothing in these Terms excludes or limits consumer rights or responsibilities that cannot lawfully be excluded.
3. Travel-Advisor Services
Our local travel advisors may help travelers:
- Compare available experiences.
- Identify activities suited to their interests and group.
- Build a realistic itinerary.
- Review transportation alternatives.
- Coordinate services included in a reservation.
- Communicate with providers regarding services booked through us.
Recommendations are based on the information supplied by the traveler, known availability and information provided by third-party operators.
An itinerary, recommendation, quotation or conversation does not constitute a confirmed reservation. Services are confirmed only after the traveler receives written confirmation and completes any required payment.
Unless expressly confirmed in writing, our planning assistance does not include flights, hotels, immigration advice, medical advice, legal advice or continuous emergency assistance.
4. Service Information
Before booking, travelers must review the information shown for each service, including where applicable:
- Description and itinerary.
- Date and approximate duration.
- Starting or pickup location.
- Included and excluded items.
- Participant requirements.
- Physical difficulty.
- Minimum or maximum age.
- Height or weight restrictions.
- Accessibility limitations.
- Meal or dietary information.
- Required clothing or equipment.
- Cancellation and change policy.
- Operating provider.
- Total price.
Information may differ between services. General statements elsewhere on the website do not override the conditions presented for the specific service.
5. Availability and Booking Requests
Availability displayed on the website may change before a reservation is confirmed.
Submitting a request or entering payment information does not, by itself, guarantee availability. A reservation is confirmed only when:
- The selected provider confirms availability;
- Any required payment has been successfully processed; and
- Tours in Arenal sends written confirmation or a travel voucher.
When a requested service is unavailable, we may offer alternatives. No alternative will be reserved or charged without the traveler’s approval.
6. Prices, Currency and Taxes
Unless stated otherwise, prices are displayed in United States dollars.
Before the traveler completes payment, the booking summary will show the total amount payable, including applicable taxes and any mandatory fees collected by Tours in Arenal.
Optional services will not be added unless selected by the traveler.
When a price cannot reasonably be calculated in advance, we will explain how it will be determined before the traveler becomes contractually bound.
Currency-conversion rates and foreign-transaction fees applied by a card issuer or financial institution are outside our control.
Displayed prices may change before confirmation. Once a reservation has been confirmed, its price will not be changed except when:
- The traveler requests a modification;
- The original information supplied by the traveler was incorrect;
- An additional service is expressly accepted; or
- A correction is legally permitted and accepted by the traveler.
No expired annual rate-validity period should be published in these Terms.
Costa Rican e-commerce rules require the customer to see the total price, taxes, commissions and other mandatory costs before completing the transaction.
7. Payments
Available payment methods will be displayed during booking.
Payments are processed through [PAYMENT PROCESSOR]. Payment-card information may be handled directly by the processor under its own security and privacy standards.
The charge may appear on the card statement as:
[CARD STATEMENT DESCRIPTOR]
The traveler confirms that they are authorized to use the selected payment method and that the billing information provided is accurate.
If payment is declined, reversed or disputed, the reservation may remain unconfirmed or may be cancelled after reasonable notice, subject to applicable law.
Tours in Arenal will not request complete card information through unsecured email or informal messaging.
8. Confirmation and Travel Vouchers
After confirmation, the traveler will receive an electronic receipt, confirmation or travel voucher containing relevant reservation information, which may include:
- Lead traveler’s name.
- Service booked.
- Date and time.
- Number of participants.
- Pickup or meeting instructions.
- Provider information.
- Amount paid.
- Remaining balance, if any.
- Cancellation conditions.
- Contact information.
The traveler must review the confirmation promptly and notify us of errors as soon as possible.
Travelers are responsible for providing a valid email address and telephone number and for monitoring communications related to their reservation.
9. Traveler Information and Responsibilities
The person making the booking must:
- Be at least 18 years old.
- Be authorized to make the reservation for all participants.
- Provide accurate traveler information.
- Share relevant ages, physical limitations and special requirements.
- Communicate the reservation conditions to all participants.
- Confirm that each participant meets the applicable requirements.
Travelers must arrive at the stated meeting point or pickup location at the instructed time.
Travelers are responsible for carrying identification and documents required by law or by the specific provider. Passport requirements, residency identification and other documentation may differ according to the service.
Tours in Arenal does not provide immigration, visa or entry advice.
10. Children and Minors
Children must be accompanied by a responsible adult unless the specific service expressly states otherwise.
Minimum ages, heights, weights and participation requirements are established for individual services and may not be waived.
The traveler must provide the correct ages of all minors before booking. A provider may refuse participation when a child does not meet its stated requirements.
A general minimum of two participants should apply only when expressly displayed for the particular product—not automatically to every booking.
11. Health, Mobility and Participation Requirements
Travelers must review the physical and medical requirements of each activity.
Before booking, travelers should disclose any relevant:
- Mobility limitation.
- Injury.
- Pregnancy.
- Cardiovascular or respiratory condition.
- Recent surgery.
- Severe allergy.
- Medical condition that could affect safe participation.
Tours in Arenal and its providers do not provide medical advice. Travelers should consult an appropriate medical professional when uncertain about their ability to participate.
Accessibility, special equipment and assistance are not guaranteed unless confirmed in writing.
Providers may refuse or stop participation when they reasonably determine that a traveler:
- Does not meet stated requirements;
- Is under the influence of alcohol or drugs;
- Refuses to follow safety instructions;
- Behaves in a dangerous or seriously disruptive manner; or
- Creates a material risk to themselves or others.
Any refund in these circumstances will be determined under the applicable provider policy and mandatory law.
12. Inherent Risks
Outdoor and adventure activities may involve inherent risks, including uneven terrain, wildlife, water, heights, weather changes, road conditions and physical exertion.
Travelers must follow the instructions of guides, drivers and operating providers and use supplied safety equipment correctly.
Nothing in this section excludes responsibility for inadequate information, defective services or other matters for which liability cannot lawfully be excluded.
Costa Rican consumer law may impose responsibility on the producer, provider and merchant for harm resulting from a service or from inadequate information. A blanket statement that Tours in Arenal is never responsible for third-party services could therefore be ineffective or abusive.
13. Pickup and Transportation
Pickup is included only when stated in the product description or confirmation.
Pickup times may be provided as an estimated window. Travelers must be ready at the indicated location throughout that window.
Transportation times are estimates and may be affected by:
- Traffic.
- Weather.
- Road conditions.
- Passenger collection.
- Accidents.
- Mechanical events.
- Government restrictions.
- Other circumstances outside reasonable control.
Travelers connecting with flights or other time-sensitive services should allow an appropriate margin.
Private transportation is reserved for the confirmed party, but travel times and arrival times are not guaranteed unless expressly confirmed in writing.
Shared services may include other passengers and additional pickup or drop-off stops.
14. Rental-Car Services
Rental-car services are supplied by independent rental companies.
Vehicle availability, deposits, driver requirements, insurance, fuel, mileage, roadside assistance, vehicle category and damage conditions are governed by the rental company’s agreement.
Tours in Arenal may help travelers compare or request rental options but does not replace the rental agreement.
A specific vehicle model cannot be guaranteed unless the provider expressly confirms it. A comparable vehicle within the booked category may be supplied.
Travelers must review the rental contract before accepting the vehicle.
15. Changes Requested by the Traveler
Change requests must be submitted through:
Email: info@toursinarenal.com
WhatsApp: +506 8477 6936
A request is not approved until written confirmation is issued.
Changes are subject to:
- Provider availability.
- The policy disclosed for the booked service.
- Price differences.
- Supplier charges.
- Applicable taxes.
- Operational restrictions.
No fee will be charged unless it was disclosed before the traveler confirms the change or is otherwise permitted by law.
16. Cancellations by the Traveler
Cancellation conditions vary by service and provider.
The exact policy applicable to the reservation must be displayed before payment and included in the booking confirmation. That specific policy will govern the cancellation, subject to mandatory consumer rights.
A cancellation request must include:
- Reservation number.
- Lead traveler’s name.
- Service and date.
- Clear request to cancel.
The request is effective when received through the designated cancellation channel. We will send written acknowledgment.
Possible outcomes may include:
- Full refund.
- Partial refund.
- Credit.
- Rescheduling.
- Non-refundable charge.
The result depends on the disclosed policy, timing of the request, services already performed and applicable law.
Tours in Arenal should remove the current universal 24-hour and 72-hour rules unless every provider contract genuinely follows them. The current page presents those rules alongside a statement that supplier policies control, creating an internal contradiction.
17. Statutory Right of Withdrawal
Where Costa Rican law grants the traveler a right of withdrawal, it may be exercised through the same electronic means used to enter the transaction.
Under the applicable rules, the right may generally be exercised within eight business days after the contract is completed. For services, it applies only to the portion that has not already been effectively provided.
Any mandatory refund will be processed through the same payment method within the period required by applicable law.
Nothing in the service-specific cancellation policy restricts a statutory right that cannot legally be waived.
Costa Rica’s regulations provide an eight-business-day withdrawal period in applicable transactions, limit it for services already performed and require qualifying electronic refunds through the original payment method.
18. No-Shows and Late Arrivals
A traveler may be considered a no-show when they:
- Do not arrive at the required time and place;
- Miss the applicable pickup window;
- Fail to provide required information;
- Cannot participate because they do not meet disclosed requirements; or
- Do not contact us or the provider before departure.
A late arrival may result in reduced service time or loss of the reservation.
Refunds, credits or rescheduling will be determined under the policy disclosed before purchase and applicable law. They cannot be guaranteed.
19. Weather, Safety and Provider Cancellations
Many Arenal activities operate during rain.
The operating provider determines whether conditions are safe, considering factors such as rainfall, river levels, lightning, visibility, roads and official instructions.
When a provider cancels or materially changes a service, we will communicate the options made available under the provider’s policy and applicable law. These may include:
- Rescheduling.
- An alternative service.
- Credit.
- Refund.
An immediate, identical or equivalent replacement cannot be guaranteed. Alternatives may have different schedules, prices, requirements and availability.
No substitute service will be booked without the traveler’s approval.
20. Force Majeure and Events Beyond Reasonable Control
A force-majeure event may include a natural disaster, extreme weather, public-health emergency, road closure, government action, civil disturbance, strike, failure of essential infrastructure or another event that could not reasonably have been prevented.
When such an event affects a reservation, Tours in Arenal will communicate available options and apply the relevant provider policy and mandatory law.
This section does not automatically eliminate any refund or remedy legally owed to the traveler.
21. Refunds
Approved refunds will ordinarily be returned through the original payment method.
The amount refunded will be based on:
- The applicable cancellation or provider policy;
- Services already performed;
- Amounts actually paid;
- Mandatory consumer rights; and
- Deductions lawfully disclosed before purchase.
We will notify the traveler when a refund has been submitted. Additional processing time may be required by banks, card networks or payment providers.
Tours in Arenal will not automatically retain a 5 % card-processing fee unless that charge was lawfully disclosed, actually applicable and permitted under the circumstances.
22. Complaints and Claims
Travelers may submit a complaint free of charge through:
Email: [COMPLAINT EMAIL]
Online form: [COMPLAINT FORM LOCATION]
WhatsApp: +506 8477 6936
Physical address: [FULL ADDRESS]
Please include the reservation number, names, service date, description of the issue and supporting documents.
We will:
- Acknowledge receipt within [NUMBER] business days;
- Review the matter with the relevant provider when applicable; and
- Aim to provide a substantive response within [NUMBER] business days.
Complex cases may require additional time. We will provide status information when reasonably possible.
This procedure does not limit the traveler’s right to contact the competent Costa Rican consumer-protection authority or pursue other legal remedies.
Costa Rican e-commerce regulations require a free, transparent and accessible complaint mechanism, including reasonable response periods and a way to follow the claim.
23. Travel Insurance
Travel insurance is not automatically included unless expressly stated.
Travelers should consider insurance appropriate to their circumstances, potentially including:
- Medical treatment.
- Emergency evacuation.
- Trip cancellation.
- Trip interruption.
- Delayed transportation.
- Lost luggage.
- Adventure activities.
- Rental-car protection.
Insurance coverage, exclusions and claims are governed entirely by the insurer’s policy.
24. Personal Data and Communications
Personal information is processed according to our Privacy Policy.
We may share reservation information with operating providers, transportation companies, payment processors and other parties when reasonably necessary to process or perform the requested service.
Marketing messages will be sent only when the traveler has provided the required consent or when otherwise lawfully permitted. Travelers may unsubscribe from promotional communications without affecting operational booking messages.
Costa Rica’s Law 8968 applies to personal information stored in private manual or automated databases and requires safeguards, confidentiality and appropriate handling. A separate Privacy Policy is therefore necessary.
25. Website Content
Website descriptions, photographs, schedules and itineraries are intended to provide accurate information.
Natural conditions, wildlife sightings, weather, guide assignments and exact sequences cannot be guaranteed unless expressly stated.
Photographs may be illustrative and do not guarantee identical conditions during the traveler’s visit.
We may correct errors and update future information, but changes will not retroactively alter the material terms of a confirmed reservation without the traveler’s consent or a lawful basis.
26. Intellectual Property
The Tours in Arenal name, branding, website copy, original photographs, designs and other proprietary materials may not be copied, reproduced or commercially used without written permission.
Third-party names, logos, photographs and trademarks belong to their respective owners.
27. Limitation of Liability
To the extent permitted by law, Tours in Arenal will not be responsible for losses that:
- Were not reasonably foreseeable;
- Result from incorrect information supplied by the traveler;
- Arise from services the traveler arranged independently;
- Result from failure to follow disclosed instructions; or
- Are caused exclusively by events outside reasonable control.
Nothing in these Terms excludes or limits liability, warranties, remedies or consumer rights that cannot lawfully be excluded or limited.
This clause must be reviewed by Costa Rican counsel. It should not attempt to remove all responsibility for independent suppliers, personal injury or inadequate information.
28. Applicable Law and Dispute Resolution
These Terms are governed by applicable Costa Rican law, without limiting mandatory consumer rights or jurisdiction protections available to the traveler.
Before starting a formal proceeding, the parties are encouraged to attempt a good-faith resolution through the complaints process described above.
Nothing in this section prevents a consumer from contacting the appropriate consumer-protection authority or exercising a legally available remedy.
Costa Rican electronic-commerce rules state that the consumer must expressly accept the terms and recognize certain jurisdictional protections based on the consumer’s domicile and location.
29. Language
These Terms will be made available in Spanish and English.
The Spanish version is provided to comply with Costa Rican consumer-information requirements. The treatment of any inconsistency between versions should be confirmed by legal counsel and clearly stated here before publication.
Do not insert “the English version prevails” without legal review.
30. Updates to These Terms
We may update these Terms for future transactions.
The version applicable to a reservation will be the version presented and accepted when that reservation was completed. Later changes will not retroactively alter a confirmed booking unless required by law or expressly accepted by the traveler.
The last-updated date will appear at the top of this page.
31. Contact
Questions about these Terms may be sent to:
Tours in Arenal
[LEGAL COMPANY NAME]
[LEGAL ADDRESS]
La Fortuna, Costa Rica
Telephone and WhatsApp: +506 8477 6936
Email: info@toursinarenal.com
Complaints: [COMPLAINT EMAIL]