In general refunds will not be given when for the following situations:
Other refund/cancellation policies:
Guna Yala is a semi-autonomous indigenous Comarca (territory). The comarca, it's residents and approved agencies such as ourselves are under the authority of the Guna Congreso (government) when operating within the territory.
As guides and an agency for Guna Yala law requires us to work within a network of approved Guna contractors for island accommodation and staff and within a similar network for approved regulated transportation services. Non Guna staff members are prohibited in the islands, as are non Guna owned assets being used for commercial purposes. We are required to prepay our contract partners for accommodations and transportation. As such, In the event of a service error we cannot guarantee refunds will be given.
Despite regulating the options for contractors the Guna government does not provide support on any level for us to be able to enforce standards or reap compensation from contracts that do not provide the agreed upon service.
At Cacique Cruiser we are guides and an experience curator that provides the most consistently excellent Guna Yala tourism experiences available. We have 7 full time and 2 part time staff members between the islands and Panama City working from 5am to 9pm everyday attempting to navigate this reality. We have demonstrated excellence in our 3 years of leading guests through these islands.
We will always make ourselves available to communicate with guests and help them resolve issues in a fair manner. We will investigate each issue, advocate for the guests and encourage our partners to resolve these things in a fair manner. If a partner fails to resolve an issue in a manner we think is fair we will make that known, encourage change and consider other options within the limited network if problems are not resolved well or are repeated regularly.