Effective date: 27 July 2026
Last updated: 28 July 2026
This Policy forms part of the contracting of Xplora’s services and must be made available to the Traveler before payment is made. The specific conditions of each tour may supplement it, but may not limit non-waivable rights recognised under applicable law.
Identification of the service provider. Xplora Experience is a trading name of Xplora GT, the registered commercial enterprise that contracts, operates and is legally responsible for the services described in this Policy.
| Registered enterprise | Xplora GT |
| Trading name | Xplora Experience |
| Tax identification (NIT) | [to be completed] |
| INGUAT registration No. | [to be completed] |
| Address | Quetzaltenango, Guatemala |
| info@xploraexperience.com | |
| Telephone / WhatsApp | +502 3067-6503 |
All bookings, payments, invoices and contractual obligations are made with and assumed by Xplora GT, regardless of the trading name or website through which the service was booked. Payment receipts, invoices and card statements may therefore display the name Xplora GT.
This Policy governs cancellations, date changes, booking transfers, no-shows and refunds relating to the tours, trips, expeditions, activities and other services marketed under the name Xplora Experience, hereinafter “Xplora”.
This Policy applies to bookings made through the website xploraexperience.com, email, WhatsApp, social media, bank transfers, payment links, authorised agents or any other sales channel identified by Xplora.
This Policy forms an integral part of Xplora’s Terms and Conditions. The Privacy Policy and the specific conditions communicated for each tour will also form part of the contract when they have been provided to the Traveler before payment.
a) “Xplora”: the individual or legal entity that markets, organises, coordinates or acts as intermediary for the services offered under the name Xplora Experience, a trading name of Xplora GT.
b) “Traveler”: the person who books, purchases, uses or participates in a service marketed by Xplora. Where a person books on behalf of third parties, that person must communicate this Policy to them and provide the information required to formalise their participation.
c) “Paying Party”: the holder of the account, card or payment method from which payment was made.
d) “Booking”: the contracting of a specific service, confirmed by Xplora after receiving the required payment or deposit and issuing a written confirmation.
e) “Tour”: the specific tour, trip, expedition, activity or service contracted by the Traveler.
f) “Start date and time”: the date and time scheduled for the departure of transport, mandatory check-in, or commencement of the activity, as stated in the booking confirmation.
g) “Calendar day”: each consecutive day of the calendar, including Saturdays, Sundays and public holidays.
h) “Business day”: Monday to Friday, excluding official public holidays in the Republic of Guatemala.
i) “No-show”: the Traveler’s failure to appear at the established place, date and time, without having given timely notice of cancellation.
j) “Non-recoverable costs”: payments effectively committed or made by Xplora to third-party suppliers which, under previously disclosed conditions, cannot be recovered following a cancellation. These may include airline tickets, accommodation, permits, entrance fees, insurance, special transport, name-specific services and supplier deposits.
k) “Specific conditions”: the particular rules on price, payment, cancellation, change, transfer or refund applicable to a given tour and communicated before payment.
l) “Guatemala Time”: the official time of the Republic of Guatemala (GMT-6, with no daylight saving adjustment). All time limits set out in this Policy are calculated according to this time zone, regardless of the Traveler’s location.
Each booking is governed by the version of this Policy provided and accepted at the time of its confirmation. Xplora will keep, by reasonable means, a record of the applicable version and of the Traveler’s acceptance.
The specific conditions of a tour may supplement this Policy and will prevail in respect of the particular matters they govern, provided they have been clearly communicated before payment and do not limit the Traveler’s non-waivable rights.
Where documents conflict, the condition most specific to the contracted service will apply and, in case of doubt, the interpretation consistent with Guatemalan consumer protection legislation.
Receipt of a payment or deposit does not in itself guarantee availability of the space until Xplora issues written confirmation of the booking.
If Xplora receives a payment and is subsequently unable to confirm the booking, it will refund 100% of the amount received for the unconfirmed service, using the same payment method or an alternative mechanism agreed with the Paying Party.
Upon completing the booking, the Traveler must have access to the Terms and Conditions, this Policy, the Privacy Policy, the participation requirements and the specific conditions applicable to the tour.
In accordance with Article 51 of the Guatemalan Consumer and User Protection Law, where applicable, the Traveler may withdraw from the contract within a period of no more than five business days from the signing or conclusion of the contract, provided the service has not been used or commenced.
No specific legal wording is required to exercise this right. A clear and unequivocal written communication sent within the legal time limit to Xplora’s official channels, stating that the Traveler does not wish to proceed with the booking or will not use the service, is sufficient.
Ambiguous messages, enquiries about options, silence, late arrival and no-show do not constitute exercise of the right of withdrawal.
Withdrawal must be communicated before the start date and time. Once the service has commenced or been used, withdrawal is no longer available in respect of that service, without prejudice to any other rights legally afforded to the Traveler.
Where withdrawal is exercised in a timely manner, Xplora will refund 100% of the amounts paid by the Traveler, with no cancellation penalty. The refund will be processed in accordance with Section 16 of this Policy.
Other than in the case of withdrawal governed by the preceding section, the Traveler may cancel the booking before the start date and time. Unless specific conditions have been previously disclosed for the tour, the following rules apply.
All notice periods set out in this section are calculated by reference to the start date and time of the tour, expressed in Guatemala Time. The Traveler is responsible for taking into account the time difference of their place of residence when submitting a cancellation request.
Once the tour has commenced, early withdrawal, voluntary abandonment or the Traveler’s decision not to continue does not give rise to any right to a refund for unused services. This rule does not apply where the withdrawal is a direct consequence of a breach attributable to Xplora, or where a different remedy is legally required.
Cancellation requests must be submitted through one of the following official channels:
The request must include, where available:
The cancellation takes effect from the verifiable date and time on which Xplora receives the first written communication clearly expressing the decision to cancel. The absence or delay of a response from Xplora does not alter that date and time.
Where cancellation is initially communicated by telephone, Xplora will record the request and send written confirmation. The Traveler must confirm the booking details in order to avoid identification errors.
Contact details and notices. The Traveler must provide and keep up to date a valid email address and a telephone number with an active messaging service, and must check them regularly in the days preceding the tour.
Communications sent by Xplora to the contact details recorded in the booking are deemed made and received, whether or not the Traveler has read them. Xplora is not liable for consequences arising from incorrect, outdated or inaccessible contact details during the trip.
The request will be treated as a cancellation of the original booking and a new contract, applying the percentages and conditions set out in Section 6. Xplora may authorise an exception in writing where availability exists and no additional costs have been incurred, but is not obliged to grant one.
Where the new service has a lower price, Xplora will refund or credit the corresponding difference, deducting only the applicable charges and non-recoverable costs. Airline tickets, permits, insurance, name-specific bookings and services provided by third parties are subject to the rules of the relevant supplier.
Date or tour changes are not available after the start date and time, nor in the event of a no-show.
The Traveler may request the transfer of the booking to another person, with no penalty imposed by Xplora, provided the request is made before commencement and there is reasonable time to verify the substitute person.
The transfer is subject to the substitute person:
Requests received less than twenty-four (24) hours in advance may be accepted only where operationally and legally possible. Xplora does not guarantee that it will be able to complete verification or amend third-party bookings within that time frame.
Xplora does not charge a penalty for the transfer, but the Traveler or the Paying Party must cover the actual costs charged by airlines, hotels, insurers, authorities or other suppliers for the name change.
The transfer is not considered confirmed until accepted in writing by Xplora. It may not be carried out after the tour has commenced or following a no-show.
Where the Traveler fails to appear at the established place, date and time without having given timely notice of cancellation:
A no-show does not, in itself, constitute exercise of the right of withdrawal. Where the Traveler reports an emergency after the start time, Xplora may assess the case in accordance with Section 12, with no automatic right to a refund.
If the Traveler arrives late and the transport or group has already begun the itinerary, Xplora is not obliged to delay departure or to provide additional transport. The Traveler will bear the costs of joining the group, provided doing so is safe and operationally possible.
Pick-up point and waiting time. Where the service includes pick-up at a hotel or other agreed location, the Traveler must provide the exact and complete address at the time of booking and be present at the agreed location at least ten (10) minutes in advance.
Transport will wait a maximum of ten (10) minutes after the agreed time. Once that period has elapsed, and in order not to affect the rest of the group, it may continue its itinerary, in which case the no-show rules set out in this section apply.
Xplora is not liable where pick-up cannot be carried out due to an incorrect or incomplete address, a hotel other than the one reported, or the impossibility of contacting the Traveler using the recorded details.
Where the Traveler is unable to appear at the start date and time due to the delay or cancellation of a flight to Guatemala or within the national territory, the Traveler must notify Xplora as soon as reasonably possible and provide documentation issued by the airline.
Once the situation has been evidenced, Xplora will seek the solution representing the least impact on the Traveler, in accordance with the following rules:
a) Single-day tours. Xplora will reschedule the booking to another available date, with no administrative fee, subject to availability and to compatibility with the Traveler’s stay in the country.
b) Multi-day tours. Xplora will facilitate the Traveler’s incorporation into the group at a safe and accessible point of the route, at the stage of the itinerary corresponding to their arrival. The Traveler will forfeit the services, activities, transfers and accommodation corresponding to the stages already completed, with no right to refund or compensation in respect of them.
Incorporation will proceed only where operationally and reasonably safe, and will not apply where the group is in transit, in a remote area, or engaged in an activity that does not allow partial integration. Where incorporation is not possible, rescheduling under paragraph (a) will apply.
c) Refund. Where no date is available within the Traveler’s stay in the country and incorporation is not possible, Xplora will assess a refund, from which it may deduct the non-recoverable costs effectively committed in accordance with Section 11.
Costs arising from the delay. Additional expenses arising from the delay are borne exclusively by the Traveler, including transfers to the point of incorporation, unused or additional nights of accommodation, changes to hotel bookings, meals and any other cost that Xplora must amend or re-contract for this reason.
The provisions of this section constitute a facility offered by Xplora and do not imply any acknowledgement of liability for events attributable to third parties. Travelers are advised to hold insurance cover for flight delay or cancellation.
It is the Traveler’s exclusive responsibility to hold a valid passport, visas, permits, vaccinations and any other immigration or health requirements for entry into and stay in Guatemala. Xplora does not verify or guarantee compliance with those requirements.
Where the Traveler is unable to participate due to denial of entry into the country, deportation, insufficient documentation or failure to meet immigration requirements, the booking will be governed by the cancellation rules set out in Section 6, according to the date on which the situation is notified. If notification occurs after the start date and time, Section 10 will apply.
Tours that include airline tickets, accommodation, permits, entrance fees, insurance, special transport, name-specific services or other components contracted with third parties may be subject to specific cancellation, change and refund conditions.
Before payment, Xplora must clearly disclose:
The specific conditions replace the general rules only in respect of the components expressly identified and accepted before payment. Xplora may not retroactively declare that a component was non-refundable.
Beyond the statutory right of withdrawal, Xplora may deduct non-recoverable costs where they are actual, attributable to the booking, effectively committed and previously disclosed. Where the Traveler makes a reasonable request, Xplora will provide an explanation of the amounts deducted, while protecting its suppliers’ confidential information.
Where the Traveler is unable to participate due to serious illness, accident, the death of a close family member or another extraordinary and unforeseeable event, they may request a special assessment.
The request must be submitted as soon as reasonably possible and, preferably, within forty-eight (48) hours of the event. Xplora may request reasonable and relevant documentation, avoiding any request for personal or medical information not necessary to assess the case.
Depending on the circumstances, the proximity of the tour and the costs already committed, Xplora may offer:
Approval is not automatic. Exceptions granted in a specific case do not constitute a precedent or an obligation to grant the same benefit in future cases. Information provided will be processed in accordance with the Privacy Policy.
Bookings for eight (8) or more people may be subject to specific conditions relating to deposits, instalment payments, deadlines, substitution of Travelers, partial cancellation, group size reduction and specially contracted services.
Special conditions must be recorded in writing and accepted before payment. Where no written specific conditions exist, this Policy applies in full.
The possibility of negotiating group conditions does not oblige Xplora to grant exceptions once the booking has been confirmed.
Xplora may cancel or reschedule a tour where there is an objective cause preventing its safe, lawful or reasonable performance, including:
Where cancellation occurs before commencement, the Traveler may choose between:
Xplora will not impose credit as the sole solution without the Traveler’s acceptance.
Where the minimum number of Travelers is not reached, Xplora will endeavour to communicate the cancellation at least forty-eight (48) hours in advance. In emergencies, force majeure or supervening circumstances, it will notify as soon as reasonably possible, with no guaranteed minimum notice period.
The refund does not automatically include flights, hotels, meals, transport or other services contracted directly by the Traveler with third parties, unless the expense is legally attributable to a breach by Xplora.
Where a tour must be interrupted after commencement for reasons of safety, order of an authority, act of God, force majeure or circumstances not attributable to Xplora, Xplora will make reasonable efforts to protect Travelers and, as appropriate:
Where it is not possible to offer an equivalent alternative, Xplora will assess a proportional refund of the unprovided services that are effectively recoverable. This provision does not limit any liability legally arising where the interruption is attributable to a breach by Xplora.
Xplora will begin processing authorised refunds within a maximum of ten (10) business days from confirmation that the refund is due and receipt of the information necessary to process it.
Refunds will be made, preferably:
Where payment was made by a person other than the Traveler, the refund will be made to the original Paying Party, unless there is written authorisation, identity verification and a documented agreement between the parties.
Where it is not possible to refund to the original method, the refund may be made to a bank account in the name of the Paying Party or the Traveler, subject to verification. Xplora does not issue refunds in cash or by mobile transfer, except by written agreement or on justified grounds.
Where the refund must be made by international transfer, the amount to be refunded will be reduced by the fees actually charged by issuing banks, intermediary banks and payment platforms, and by currency conversion differences. Xplora will inform the Traveler of those amounts and, upon request, will provide evidence of the charges applied.
Xplora does not assume fees or charges imposed by financial institutions outside its control.
Additional processing times applied by banks, card issuers or payment gateways are outside Xplora’s control. Xplora will provide evidence of processing upon request.
Xplora will not deduct penalties or charges that have not been previously disclosed or that are not authorised by this Policy or by the accepted specific conditions.
Before initiating a dispute or chargeback with their bank or card issuer, the Traveler must contact Xplora through its official channels and allow a reasonable period for the request to be resolved in accordance with this Policy.
Where a chargeback is initiated in respect of a booking subject to the cancellation rules set out herein, Xplora will submit to the financial institution documentation evidencing the contract, acceptance of this Policy and the applicable conditions.
The initiation of a chargeback does not suspend or modify the application of this Policy. Where a chargeback succeeds in respect of amounts that were not refundable under this Policy, Xplora may claim those amounts through the appropriate legal channels.
Where a refund has already been authorised or is being processed, the Traveler may not simultaneously initiate a chargeback for the same amount.
Prices offered in Guatemala are displayed in quetzales and include applicable taxes. Xplora may accept payments in Guatemalan quetzales (GTQ) and United States dollars (USD).
Where a price expressed in quetzales is paid in dollars, the selling rate published by Banco Industrial for the date of payment will be applied, unless the quotation or confirmation expressly states a different rate.
Prices displayed in currencies other than the quetzal through the website’s currency converter are indicative and for information purposes only. The binding price is the one stated in the booking confirmation and effectively charged by the payment gateway, in the currency of the transaction.
Differences arising from the exchange rate applied by the Traveler’s issuing bank, as well as international transaction or currency conversion charges, relate to the Traveler’s relationship with their financial institution and are not attributable to Xplora.
Payments may be processed through Recurrente or other authorised financial providers. The use of a payment gateway neither replaces nor modifies this Policy.
Payment receipts must allow identification of the service, amount, currency and date of the transaction. Refunds are made in the original currency received by Xplora. Xplora is not liable for differences arising from exchange rate fluctuations where the refund is made for the same nominal amount and in the same currency as the payment received.
Xplora is not obliged to refund flights, hotels, meals, transport, permits or other services contracted by the Traveler directly with third parties and which do not form part of the booking confirmed by Xplora, unless such expenses are legally attributable to a breach by Xplora.
For tours involving trekking, ascents, altitude, time spent in remote areas or adventure activities, the Traveler must hold valid travel insurance for the entire duration of the tour, covering as a minimum: accidents, emergency medical care, medical evacuation from remote areas and repatriation.
By confirming the booking, the Traveler declares, on their own responsibility, that they hold such cover. Xplora does not verify policies and assumes no liability for their validity, scope or exclusions.
The absence of insurance, or the insufficiency of its cover, does not give rise to any right to a refund, nor does it oblige Xplora to assume medical, evacuation or repatriation costs, which are borne by the Traveler in accordance with the Terms and Conditions.
Travelers are further advised to contract transport and accommodation services with flexible cancellation conditions.
Nothing in this Policy constitutes a waiver or limitation of the non-waivable rights afforded to the Traveler under applicable law.
Xplora may amend this Policy in respect of future bookings. Amendments have no retroactive effect and do not alter the conditions of bookings already confirmed.
Each booking is governed by the version accepted at the time of its confirmation, unless a later version is more favourable to the Traveler and Xplora decides to apply it.
This Policy is governed by the laws of the Republic of Guatemala.
The Traveler may submit enquiries, requests or complaints through the following channels:
Handling a complaint directly does not limit the Traveler’s right to use the Complaints Register, to apply to the Consumer Assistance and Support Directorate (Dirección de Atención y Asistencia al Consumidor — DIACO), or to pursue any administrative or judicial action legally available to them.
DIACO is the Guatemalan administrative authority responsible for protecting consumer rights. The Complaints Register (Libro de Quejas) is a mandatory record, available at the establishment, in which the Traveler may formally record a complaint.
By confirming the booking, the Traveler declares that they had access to this Policy before making payment, that they were able to read it, and that they accept its conditions, without prejudice to the non-waivable rights established by applicable law.
Xplora will allow the Traveler to download, receive or consult a copy of the version applicable to their booking.
This Policy has been made available in Spanish and English for the Traveler’s convenience.
In the event of any discrepancy, inconsistency or difference of interpretation between the two versions, the Spanish version will prevail, as it is the version governed by Guatemalan law and the one submitted to the competent authorities of the Republic of Guatemala.
XPLORA EXPERIENCE — a trading name of Xplora GT
info@xploraexperience.com | +502 3067-6503 | Quetzaltenango, Guatemala
