Cancellation & Refund Policy

1.1. Excursions are services provided on a specific date and time and often require reserving vehicles/guides/time slots. Therefore, last-minute cancellations typically result in real losses and are not always refundable.

1.2. We aim to be flexible; however, our priority is maintaining the schedule, ensuring vehicles and staff readiness, and complying with operator rules.

1.3. The terms of a specific tour (format, requirements, seasonality, availability) may affect the available refund/rescheduling options. Final terms are confirmed during booking.

2.1. An advance payment/deposit may be required to secure a booking.

2.2. Unless stated otherwise at the time of booking, service fees, payment-processor charges, and actually incurred costs (e.g., booking handling, securing a slot/vehicle) may be non-refundable.

2.3. Refunds (where applicable) are processed using the same payment method, minus any non-refundable fees/costs, where permitted by law.

3.1. Timely cancellation may entitle the Customer to a partial/full refund or rescheduling, depending on the tour and the time remaining before the start.

3.2. Late cancellation (including cancellation on the day of the tour) typically results in no refund or a significantly limited refund, as the slot has already been reserved and vehicles/staff prepared.

3.3. No-show, late arrival that makes participation impossible, or refusal to participate on site is generally treated as a late cancellation and is non-refundable.

3.4. If the Customer cannot participate, we may, where possible, offer:

• rescheduling to another date/time (subject to availability), and/or
• credit (voucher) for a future date.
• The decision and terms depend on availability and the rules of the specific tour.

4.1. Rescheduling is possible only if there are available slots and the request is made in a timely manner.

4.2. We reserve the right to limit the number of reschedules and/or apply price-difference conditions (for example, if the new slot is more expensive).

4.3. If rescheduling is not possible (no availability/seasonal restrictions), the cancellation rules apply.

5.1. For safety reasons, the operator/instructor may deny participation or terminate participation if:

• the participant is under the influence of alcohol/drugs;
• the participant ignores briefing/instructions/rules;
• the participant does not meet tour requirements (e.g., age, a valid driving licence for operating a vehicle, physical condition);
• the participant poses a risk to themselves or others.

5.2. In the cases listed in clause 5.1, refunds are generally not provided, as the service has been prepared and the slot reserved.

6.1. Safety is the priority. The route, start time, stops, or tour format may be changed due to weather conditions, road/trail conditions, authority restrictions, or other safety reasons.

6.2. If delivering the tour becomes unsafe or impossible, we may offer (at our discretion and depending on the circumstances):

• rescheduling to another date/time, or
• credit (voucher) for a future date, or
• a refund (full or partial) where rescheduling/credit is not possible.

6.3. Indirect costs (flights, hotels, taxis, etc.) are not reimbursed.

7.1. If a tour has started but is shortened/changed due to safety, weather, or on-route circumstances, this is generally not considered non-performance.

7.2. The possibility of a partial refund in such cases is assessed individually and may be granted at our discretion, taking into account actual costs and the portion of the service already delivered.

8.1. Refund/credit/rescheduling decisions are typically made after reviewing booking details and the reasons for cancellation.

8.2. If a refund is approved, it will be processed within a reasonable time; the time for funds to appear on the card/account depends on the bank/payment system.

9.1. To cancel/reschedule, contact us via +34 613985750 (WhatsApp) or nagap.esp@gmail.com and include:

• name, tour date, activity type, number of participants, contact details, and the reason for the request.

9.2. Messages sent outside business hours are considered received during the next business period.

10.1. Nothing in this Policy limits consumer rights that cannot be excluded or restricted under applicable law.