Cancellation Policy
We understand that plans can change. Here is our policy regarding cancellations for tours and transfers.
Cancellations Made More Than 24 Hours in Advance
To provide maximum flexibility, we offer a 100% full refund for any tour or transfer cancelled at least 24 hours before the scheduled pickup time.
Cancellations Made Less Than 24 Hours in Advance
Cancellations made within 24 hours of the scheduled pickup time are non-refundable.
Why? In the 24 hours leading up to your service, we incur non-recoverable costs. We have already arranged logistics, scheduled our certified guides, reserved your vehicle, and prepared for your arrival. This policy allows us to ensure our team is compensated for their time and commitment.
No-Shows
If a client fails to appear at the designated meeting point at the scheduled time (a "no-show"), it will be treated as a last-minute cancellation and is non-refundable. Our drivers will wait for a reasonable amount of time before departing.
Special Policy for Cruise Ship Passengers
We understand the unique nature of cruise travel. If your cruise ship is unable to dock in Puerto Plata (Taino Bay or Amber Cove) for any reason (e.g., weather, itinerary change by the cruise line), you will receive a 100% full refund, regardless of the time of notification.
How to Request a Cancellation
All cancellation requests must be submitted in writing. Please contact us directly via:
- Email: info@leomartourstransfer.com
- WhatsApp: +1 (829) 401-7420
Your cancellation is not confirmed until you have received an official acknowledgement from a member of the Leomar Tours team.
Exceptions
We evaluate exceptional circumstances, such as verifiable medical emergencies or flight cancellations, on a case-by-case basis. While our policy is firm, we promise to be fair and reasonable. Please contact us as soon as possible if you experience such an event.