1- Rules for guests who book Experiences, Tours and Day trips
1A- Cancellations in the last 24 hours before the service are not eligible for refunds.
1B- Cancellations in the last 72 hours before the service will receive only a 50% refund.
1C- After you book an Experience, you’ll receive a link to Experience Ride website. Experience Ride is our partner to drive guests directly to the meeting points of our experiences. If you decide to don’t book your ride with them and use another taxi, you won’t be eligible for refunds in case you can’t reach the meeting place on time.
1D- If you can’t meet your guide, you must take a picture that shows you in the meeting point at the correct time, so we can prove you were there. If don’t, you won’t be eligible for refunds. Keep in mind that this applies only for guests who don’t book with Experience Ride, because their drivers will always take you directly to your guide.
1E- If you book with Experience Ride and somehow, they don’t pick you up (which is barely probable), we’ll make an exception and reschedule your activity, or issue a refund as a last resort.
1F- Experiences are shared activities, it means you’re not paying for a private service. Because of this, you might have to share the activity with other travelers. So, we don’t accept any complaint related to this. On the other hand, Day trips are private services, and guests shouldn’t allow the guide to add more guests to the activity. If this happens, you’ll receive a refund.
1G- For outdoor activities, if the weather is bad, we will reschedule or issue a refund.
1H- Be sure you don’t drink any alcohol before attending the activity, it’s against our policy. The guide can decide to not accept you in the activity and you’ll lose your payment.
1I- Avoid bringing people without reservation to the activity. If someone else wants to join you, you must inform our agent about the change. He/She will check availability and will let you know how much you must pay in cash in case there’s any free spot.
2- Rules for guests who book taxis services
2A- Cancellations in the last 24 hours before the service are not eligible for refunds.
2B- Cancellations in the last 72 hours before the service will receive only a 50% refund.
2C- Guests are completely responsible for providing accurate addresses for pickup and drop off.
2D- If you can’t meet your driver, you must take a picture that shows you in the pickup address at the correct time, so we can prove you were there. If don’t, you won’t be eligible for refunds.
2E- Shared taxis have a limit for luggage. It will be allowed only one standard suitcase per guest and carry-on.
2F- Shared taxis might take up to 1 hour longer than expected to arrive at your location because other guests must be picked up along the city. We don’t accept complains about this.
2G- If our taxi arrives 2 hours late or more, you’ll receive a 50% refund.
2H- If our taxi experiences technical issues and can’t pick you up (which is barely probable), you’ll receive a full refund and will receive a 50% discount on your next taxi service with us.
2I- Long stops on the way are not allowed. The driver might charge extra fee in cash if this happens. Also, if you want to make a long stop intentionally to visit a specific place, you can request it directly to him.