Last updated: November 27, 2024

1. Introduction

This Cancellation and Refund Policy establishes the terms and conditions under which Expediciones Morrocoy processes cancellations and refunds for its services, in accordance with the laws of the Bolivarian Republic of Venezuela and other applicable laws.

2. Cancellations

2.1 All cancellations must be requested in writing and sent to the email address provided on our website.

2.2 Cancellations will be processed according to the following scheme:

1. a) Cancellation 30 days or more prior to the service start date:
   - 90% refund of the total amount paid.
   - 10% administrative fee.
2. b) Cancellation between 15 and 29 days before the service start date:
   - 50% refund of the total amount paid.
   - 50% administrative fee.
3. c) Cancellation less than 15 days in advance:
   - No refund.

2.3 Special circumstances:

1. a) Force majeure (natural disasters, pandemics, etc.):
   - Will be evaluated on a case-by-case basis.
   - Rescheduling will be offered at no additional cost when possible.
   - If rescheduling is not possible, an 80% refund will be applied.
2. b) Serious illness or death of the traveler or immediate family member:
   - With medical proof, a 75% refund will be offered.

3. Refunds

3.1 All refunds will be processed within a maximum of 30 business days from the approval of the cancellation request.

3.2 Refunds will be made using the same payment method used in the original transaction.

3.3 Maximum refund cap: In no case will the refund exceed 90% of the total amount paid for the service.

4. Chargebacks

4.1 In the event a customer initiates a chargebacks with their financial institution, all pending services will be immediately suspended.

4.2 Expediciones Morrocoy reserves the right to dispute any chargebacks it considers unjustified.

4.3 If the chargebacks is determined to be fraudulent or unjustified:

• The customer will be responsible for all associated costs, including bank and administrative fees.
• Expediciones Morrocoy reserves the right to take legal action.

4.4 Chargeback resolution process:
a) Internal investigation of the transaction.
b) Collection of evidence supporting the validity of the transaction.
c) Submission of evidence to the corresponding financial institution.
d) Notification to the customer of the dispute outcome.

5. Booking Modifications

5.1 Booking modification requests must be made in writing at least 15 days prior to the service start date.

5.2 Modifications are subject to availability and may incur additional charges.

6. No Show

In case of no-show without prior notice, no refund will be granted.

7. Unused Services

No refunds will be given for services included in the package that have not been used by the customer's decision.

8. Right to Modify

Expediciones Morrocoy reserves the right to modify this policy at any time. Changes will take effect immediately after their publication on the website.

For any inquiries about this Cancellation and Refund Policy, please contact us through the email address available on our website.

This policy complies with the provisions of the Venezuelan Civil Code, the Consumer and User Protection Law, and other applicable laws regarding contracts and consumer protection.