Scope, acceptance & contract hierarchy

This Policy applies to reservations made with Best Tours Costa Rica (“BestToursCR”) for tours, activities, private transportation, custom itineraries, corporate programs, incentive groups, weddings, celebrations and other tourism services offered or coordinated by BestToursCR.

By making a payment, the customer acknowledges that the service description, final price, applicable product-specific terms and this General Policy were made available before payment. Nothing in this Policy waives any non-waivable consumer right under Costa Rican law.

General hierarchy

1. Product-Specific Terms shown or communicated for the service.
2. Written Booking Confirmation issued for the reservation.
3. This General Policy.

For Corporate, Incentive, Wedding and Large Group bookings, the accepted Corporate Quote or Group Agreement constitutes the product-specific terms and therefore governs first.

Booking status, deposits, payments & pricing

Standard reservation timing

Unless different terms are shown for a product, reservations requested 72 hours or more before service may be secured with a 50% payment. The remaining balance is due by the deadline shown on the applicable product page, invoice or booking confirmation.

Reservations requested within 72 hours may require full payment. Supplier-specific, Custom Itinerary and Corporate bookings may require a different deposit or earlier final-payment deadline when that requirement is disclosed before payment.

Payment method

Payments to BestToursCR are processed exclusively through PayPal, either through an authorized website checkout or a PayPal Invoice sent to the customer. BestToursCR does not ordinarily accept cash or direct bank deposits for these reservations.

Final price

The price basis is shown for each service. A tour may be priced per person, package, group or vehicle. Private transportation is priced by vehicle and by confirmed leg. The final price shown by BestToursCR includes the applicable taxes and payment-processing costs included in that offer.

Last-minute reservations & partial availability

Due to the limited booking window, BestToursCR may be unable to secure every component of a multi-activity experience.

When a clearly identifiable reduced version of the originally purchased itinerary can be confirmed, BestToursCR may provide that reduced itinerary and refund the difference between the amount paid and the price applicable to the services actually provided.

If the available alternative would materially change the nature of the purchased experience, BestToursCR will request the customer’s written approval before making the substitution.

Customer changes, itinerary order & substitutions

Changes requested by the customer

Date, hotel, pickup point, participant count, vehicle category, package, activity or schedule changes are subject to availability. A requested change may result in a new price, supplier fee, non-recoverable commitment or revised cancellation term.

Operational changes in the order of activities

BestToursCR, the guide or the applicable supplier may reasonably change the order of activities due to traffic, weather, operating schedules, availability or safety without prior customer approval when the material nature of the purchased experience is preserved.

Substitutions

When an activity becomes unavailable, BestToursCR may propose a comparable alternative. A materially different replacement requires customer consent.

Customer cancellations, product-specific terms & refunds

How to cancel

Cancellation requests must be sent in writing to reservations@besttourscr.com. If the entire reservation and conversation were handled through WhatsApp, BestToursCR may also accept the cancellation through that same WhatsApp conversation.

Refund processing

Eligible full or partial refunds are issued through PayPal to the original payment method. BestToursCR will notify the customer when the refund has been issued.

When the amount legally depends on a recoverable third-party component, BestToursCR will make reasonable efforts to determine and recover the applicable amount. Once BestToursCR has issued the refund through PayPal, the time required for the money to appear is determined by PayPal and the customer’s financial institution.

No-shows, partial no-shows & customer delays

Tour pickup grace period

BestToursCR provides up to a 60-minute grace period after the confirmed pickup or meeting time. If the customer does not appear during that period and no accepted communication explains the delay, the reservation may be treated as a No-Show.

Waiting up to 60 minutes does not guarantee that timed entrances, boat departures, park visits, meals or other scheduled components can still be provided. A tour may be shortened or reordered because of customer-caused delay, without refund for components lost as a direct result of that delay.

Partial no-show

If only part of the group appears, the experience may proceed with those present. No individual refund, credit or automatic price reduction is due for absent participants. Minimum charges and group pricing structures may remain applicable.

Weather, safety, closures & force majeure

When a competent authority, park, responsible activity provider or BestToursCR reasonably determines that conditions make an activity unsafe, impossible or unlawful, safety takes priority.

BestToursCR response

1. Attempt to reschedule the affected service.
2. When appropriate, propose a comparable alternative.
3. Obtain customer consent for a materially different substitute.
4. If a workable alternative is unavailable, determine the legally applicable refund for the affected portion.

Force majeure

A force-majeure event may include an extraordinary circumstance beyond the reasonable control of BestToursCR or the relevant providers that makes confirmed performance impossible, unlawful or unsafe. Examples may include severe flooding, earthquakes, volcanic activity, wildfires, dangerous river or ocean conditions, mandatory road closures, park or protected-area closures, competent-authority restrictions, public emergencies or comparable unavoidable events.

Independent providers, activity rules & insurance

BestToursCR may arrange services through independent transportation providers, guides, parks, boat operators, restaurants, adventure operators, spas, attractions and other tourism suppliers. Relevant supplier requirements concerning safety, age, weight, health, participation or cancellation will be disclosed when material to the purchase.

Independent suppliers may maintain insurance policies that apply to the services they directly provide. BestToursCR may also maintain separate applicable insurance coverage. Which policy, if any, responds to a specific incident depends on the facts and the terms of the policy actually in force.

Private transportation policy

Private transportation is priced by vehicle and confirmed leg. Airport-to-hotel, hotel-to-hotel and hotel-to-airport are separate transportation legs. Services are provided by duly authorized independent transportation providers.

Vehicle category

BestToursCR sells a vehicle category rather than a guaranteed make or model. Specific vehicle requests are subject to supplier availability and price and are guaranteed only when confirmed in writing. An equal or superior category may be substituted without additional approval. A lower category requires customer consent and any applicable price adjustment.

Airport information & flight monitoring

Customers must provide the correct airline, flight number, arrival date and time, passenger count, luggage information, destination and an active phone or WhatsApp number. With correct information, BestToursCR or its transportation provider will reasonably monitor the flight and adjust for ordinary airline delays.

Airport waiting & no-show

BestToursCR does not apply an automatic 90- or 120-minute no-show limit when correct flight information has been provided. Reasonable time is allowed for immigration, baggage claim and customs. An Airport No-Show may be declared only after the flight has arrived, reasonable processing time has elapsed, the passenger has not appeared, reasonable contact attempts have failed and no information justifies continued waiting.

Incorrect flight, date or airport information supplied by the customer may result in a No-Show if the transportation provider reasonably relied on that information. Replacement transportation is then treated as a new service at the applicable rate.

Luggage

Standard luggage includes one checked suitcase and one carry-on per passenger. Surfboards, golf clubs, wheelchairs, strollers, oversized baggage and other special items must be disclosed in advance. A larger vehicle and price adjustment may be required.

Child restraint systems

Customers traveling with children must provide each child’s age in advance and, when necessary, height and/or weight. BestToursCR will coordinate an appropriate child-restraint system at no additional charge when applicable to the booked vehicle and service.

Complimentary stop time

Standard transfers are point-to-point but include up to 60 accumulated minutes of complimentary stop time per confirmed transfer, when route and schedule permit, for supermarket, restaurant, pharmacy or shopping stops. Reasonably necessary comfort, restroom and driver-safety stops on longer routes are treated separately.

Departure transfers

BestToursCR will recommend a pickup time based on the flight, route and known conditions. Earlier pickup may be arranged when the customer wants additional shopping or stop time. If the customer insists on a later pickup, is late to the vehicle, supplies incorrect information or causes avoidable delay, BestToursCR is not responsible for flight-loss costs caused by those circumstances, except where liability cannot legally be excluded.

Transfer cancellation schedule

Customized itineraries

Initial custom planning is complimentary for travelers intending to book tours or transportation through BestToursCR.

• Unless otherwise stated, a custom quotation expires 48 hours after issue.
• Before payment, availability and price may change.
• After a deposit, pricing is protected for components actually secured.
• After full payment, confirmed pricing remains protected unless the customer later requests changes.
• Each Custom Itinerary may have its own supplier-based cancellation terms.
• Reasonable itinerary revisions before payment are complimentary.
• Multi-day services may be treated separately when operationally possible.

Corporate, incentive groups, weddings & large groups

Corporate service normally applies to groups of 11 or more participants, but it may also be quoted for smaller groups requiring dedicated logistics. The category may include corporate groups, incentive travel, executive retreats, weddings, celebrations, family groups and other private events.

Custom quote required

Corporate and Large Group bookings require a custom quote. A 50% deposit is the usual starting point, but the quote may require another amount or deadline based on the event or suppliers. Unless otherwise stated, the quote expires after 48 hours.

Authorized organizer

Each booking identifies a Primary Group Contact / Authorized Organizer. That person, or someone they authorize in writing, is the contact authorized to approve contractual or operational changes.

Participant changes

Participant reductions may cause a recalculation of the group rate. Any attrition allowance must be stated in the quote. Additional participants are subject to transport capacity, tickets, staffing, supplier availability and price. Individual participant cancellations do not automatically create individual refunds.

Guide staffing

A supplier or activity may require a stricter staffing ratio for safety or operational reasons.

Additional time, complimentary participants & gratuities

Additional vehicle time, guide or coordinator overtime, added staff or customer-requested extensions may result in additional charges. Complimentary participants exist only when expressly included in the quote. Gratuities are not included unless expressly stated and are otherwise voluntary.

Customer information, eligibility & safe participation

Customers are responsible for providing accurate information needed to operate the service, including participant count, children’s ages, hotel or pickup location, flight details, luggage, and any material mobility, health, dietary or participation information requested for the experience.

Product-specific pages may establish age, weight, health, mobility, pregnancy, skill or other participation requirements. A supplier may deny participation when a published safety requirement is not met.

BestToursCR or a supplier may deny or end an individual’s participation when intoxication, aggressive behavior, dangerous conduct or refusal to follow reasonable safety instructions creates a material risk. This does not automatically cancel the rest of the group’s program.

Language, mandatory rights & Costa Rican law

BestToursCR may publish this Policy in English for international travelers and in Spanish for Costa Rican legal and consumer-information purposes. If a material discrepancy exists between language versions, the Spanish-language version controls, subject always to mandatory Costa Rican law.

No provision of this Policy, a Product-Specific Term, quote or supplier condition may waive a non-waivable consumer right that applies under Costa Rican law.