Refund & Payment Policy

Explore Guanajuato SA

Transparent. Fair. Traveler‑First.

EN — Refund & Payment Policy

1. Payment Terms

Payments for tours, experiences, lodging, transportation, and promotional services offered through Explore Guanajuato SA must be completed at the time of booking unless otherwise stated.
We accept major credit/debit cards and approved digital payment methods. All prices are displayed in the currency shown at checkout and include applicable taxes unless noted.

2. Refund Eligibility

Refunds may be granted when:

• The cancellation is made within the timeframe stated on the service or booking page.
• A provider cancels due to weather, operational issues, or safety concerns.
• A duplicate or erroneous charge is verified by our support team.

3. Non‑Refundable Purchases

Some items are not eligible for refunds, including:

• Services labeled non‑refundable at checkout
• Last‑minute bookings
• Promotional or discounted packages, unless required by law

4. Refund Process

Refunds are issued to the original payment method. Processing times vary by financial institution, typically 5–10 business days.
To request a refund, contact our support team with your booking details.

5. Chargebacks

We encourage travelers to contact us before initiating a chargeback. Unauthorized or fraudulent chargebacks may result in account suspension.

ES — Política de Pagos y Reembolsos

1. Términos de Pago

Los pagos por tours, experiencias, hospedaje, transporte y servicios promocionales ofrecidos por Explore Guanajuato SA deben completarse al momento de la reserva, salvo que se indique lo contrario.
Aceptamos tarjetas de crédito/débito y métodos de pago digitales aprobados. Los precios incluyen impuestos aplicables, a menos que se especifique lo contrario.

2. Elegibilidad para Reembolsos

Los reembolsos pueden otorgarse cuando:

• La cancelación se realiza dentro del periodo permitido en la página del servicio.
• El proveedor cancela por clima, operación o motivos de seguridad.
• Se verifica un cargo duplicado o erróneo.

3. Servicios No Reembolsables

No aplican reembolsos para:

• Servicios marcados como no reembolsables
• Reservas de último minuto
• Promociones u ofertas especiales, salvo obligación legal

4. Proceso de Reembolso

Los reembolsos se realizan al método de pago original. El tiempo de procesamiento depende de la institución bancaria (5–10 días hábiles).
Para solicitar un reembolso, comuníquese con nuestro equipo de soporte.

5. Contracargos

Invitamos a los usuarios a contactarnos antes de iniciar un contracargo. Los contracargos no autorizados pueden resultar en la suspensión de la cuenta.

User‑Generated Content Policy

Explore Guanajuato SA

Community‑Driven. Respectful. Authentic.

notes:

1. Payment Terms

• Payments must be completed at the time of booking unless otherwise stated.
• We accept major credit/debit cards and approved digital payment methods.
• All prices are listed in the currency displayed at checkout and include applicable taxes unless noted.

2. Refund Eligibility

Refunds may be issued under the following conditions:

• Cancellations within the allowed window stated on the service or booking page.
• Service provider cancellations, including weather‑related or operational issues.
• Duplicate or erroneous charges verified by our team.

3. Non‑Refundable Items

• Services marked as non‑refundable at the time of purchase.
• Last‑minute bookings, promotional offers, or discounted packages unless required by law.

4. Refund Process

• Refunds are issued to the original payment method.
• Processing times vary by financial institution but typically take 5–10 business days.
• Users may request a refund by contacting our support team with their booking details.

5. Chargebacks

We encourage users to contact us first to resolve any billing issues. Unauthorized chargebacks may result in account suspension.