We will not refund deposit payments made for cancellations less than 48 hours before the trips scheduled departure.
If the Panamanian or Guna authorities cancel a guests trips prior to departure from the city due to an emergency (weather, safety or otherwise) a full refund including deposit payment will be given.
If the Panamanian or Guna authorities cancel a guests trips after departure from Panama City, but prior to entering the Guna territory, due to an emergency (weather, safety or otherwise) a full refund minus the deposit payment will be given.
If the Panamanian or Guna authorities require guests to evacuate the territory anytime after guests have entered due to an emergency (weather, safety or otherwise) a refund will be given for services not rendered.
Refunds for time not spent in the islands will be given when an early departure is due to a medical or safety emergency.
Refunds will not be guaranteed when guests choose to leave the islands earlier than scheduled. If a guest notifies by us 6pm the day prior to change we may be able to make the change and offer a refund but this is not guaranteed. . This is part of the reason we have a 3 night maximum.
Refunds will not be given when guests choose not to take part in a day trip already purchased.
Refunds will not be given when weather not to guests liking.
Refunds will not be given when guests are not at the stated pickup location on time and miss their departure. In this situation we will only retain the deposit amount (which is paid to the driver) and we will help arrange another pickup for the guest (a new deposit will be required).
If a guest wishes to leave the islands that day, without prior request, the guide or host must first confirm if transportation is available. If transport is available the guest will be charge the costs of the same day transport, normally $25 per guest.
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.
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.
Thank you for your understanding. We are standing by to answer any questions.