Cancellations and Refund Policy
At EcoTrilha, we want to ensure that your experience with us is seamless, including managing changes to your plans. Please take a moment to review our Cancellations and Refund Policy to understand better how we handle cancellations and refunds.
Reservation Validity:
Your reservation is considered valid once we have received 100% of the total value for the service unless otherwise specified in writing.
Cancellation Costs:
We recognize that situations may change, and we’re here to support you in the best way possible. Please review the following cancellation costs based on the timing of your cancellation.
If you book our services through a travel agency or tour operator, these terms and conditions do not apply. These Terms & Conditions are only valid for travelers who pay directly through our website.
4 To 8 DAYS TOURS (MULTI-DAY TOURS WITH ACCOMMODATION)
- More than 35 days before the arrival date: We will provide a 100% refund of the total amount paid. Alternatively, you have the option to receive a Gift Card (without a name and expiration date). This gives you the flexibility to plan your adventure with us whenever it suits you best. We value your understanding that refunds involve significant costs for our small company, and your support in this matter is truly appreciated as we continue to provide exceptional experiences while managing our resources effectively.
- 34 to 20 Days Before Arrival: You have the flexibility to reschedule your booking free of charge. Alternatively, you can receive a gift card for your deposit (without a name and expiration date), which can be used at a later date. No refund will be issued.
- 19 to 1 Day Before Arrival: In this window, a cancellation will result in a charge of 100% of the reservation amount. Unfortunately, no refund will be provided.
- No Show on the Day of Service:
If you fail to show up for your booked service, 100% of the total booking amount will be charged. No refund will be issued.
FULL-DAY TOUR (7 TO 8 HOURS)
- More than 7 days before the arrival date:
We will provide a 100% refund of the total amount paid.
Alternatively, you have the option to receive a Gift Card (without a name and expiration date). This gives you the flexibility to plan your adventure with us whenever it suits you best. We value your understanding that refunds involve significant costs for our small company, and your support in this matter is truly appreciated as we continue to provide exceptional experiences while managing our resources effectively. - 6 to 3 Days Before Arrival:
You have the flexibility to reschedule your booking free of charge.
Alternatively, you can receive a gift card for your deposit (without a name and expiration date), which can be used at a later date. No refund will be issued. - 2 to 1 Day Before Arrival:
In this window, a cancellation will result in a charge of 100% of the reservation amount. Unfortunately, no refund will be provided. - No Show on the Day of Service:
If you fail to show up for your booked service, 100% of the total booking amount will be charged. No refund will be issued.
HALF-DAY TOUR (2 TO 5 HOURS) OR TRANSFER
- Refunds 100% of the total paid if the customer cancels 24 hours before the arrival date. We’re delighted to present an alternative: a non-expiring Gift Card, allowing you to plan your adventure at your convenience. Please understand that being a small company, refunding involves substantial costs. Your valuable support and understanding help us provide outstanding experiences while managing our resources efficiently.
- 23 hours before the arrival date: 100% of the total paid. No money return.
- No show on the day of service is 100% of the total booking – No money return.
TAILOR-MADE TOUR AVERAGE BUDGET
The Tailor-Made Tour Average Budget (29,99 fee) is non-refundable. If your group decides to book with us, we will fully discount this fee.
TAILOR-MADE TOUR PACKAGE
A tailor-made package tour is a customized travel experience designed specifically to meet the individual preferences and requirements of a traveler or group. Unlike standard package tours that follow a fixed itinerary, a tailor-made package allows travelers to choose their destinations, accommodations, activities, and travel dates, creating a personalized itinerary. This type of tour offers greater flexibility, ensuring that every aspect of the trip is tailored to the traveler’s interests, budget, and schedule, providing a unique and personalized travel experience.
- 35 days before the arrival date: 100% of the total paid. No money return.
- No show on the day of service is 100% of the entire booking – No refund money.
GIFT CARD is non-refundable and cannot be exchanged for cash.
We strongly recommend that each client purchases comprehensive trip-cancellation insurance (to be purchased through a third-party insurer – not provided by Eco Trilha).
CHANGES MADE BY YOU: You are responsible for ensuring that the information provided to Eco Trilha is accurate and up-to-date. Any changes to your name on any booking are subject to Eco Trilha’s approval. Any changes to a booking depend on availability and are subject to the Tour Operator’s permission. Cancellation of any Tour, product, or service included in a booking will not be considered a change for this section’s purposes. The applicable cancellation terms will govern it. No changes are permitted to any booking within 35 days of departure of the first product or service on the applicable booking.
For any complaints, please fill in this form.
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Refunds will be made by the Cancellations and Refund Policy mentioned above. No additional refunds will be made for no-shows or any unused part of the itinerary, whether voluntary, caused by airline delay or cancellation, or any other factor beyond the control of Eco Trilha, including but not limited to acts of god (sickness, injury, poor health, weather, etc.) strike, detention, riot, war, quarantine, theft, civil disturbances, government regulations or restrictions, third-party or subcontractor negligence, or any other. No responsibility can be accepted for expenses incurred due to delay or change in schedule, or other causes.
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Eco Trilha is committed to protecting our customer privacy and taking its responsibility regarding customer information security very seriously. We will be clear and transparent about the information we are collecting and what we will do with it.
All personal data is collected and processed by EU data protection laws (GDPR Practices).Your data may be used for the following purposes:
- Providing products and services you request: we use the information you give us to perform the services you have asked for;
- Provide tailored services: we use your data to provide the information we believe is of interest to you, before, during, and after your travel with us and to personalize the services we offer to you;
- Marketing: from time to time, we will contact you with information regarding our services via e-communications. You will have the choice to opt-in or opt-out of receiving such communications by indicating your choice at the booking stage. You will also be given the opportunity on every e-communication that we send you to indicate that you no longer wish to receive our direct marketing material.
- When we no longer need your data, we will securely delete or destroy it. We will also consider if and how we can minimize over time the personal data that we use and anonymize your data so that it can no longer be associated with you or identify you, in which case we may use that information without further notice to you.
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It is a requirement to have a valid travel insurance policy when joining a tour.
It is highly requirement that all guests ensure coverage for themselves and their property before arrival. We particularly advise obtaining coverage for medical expenses, emergency evacuation, and trip cancellations. For the safety of its clients, Eco Trilha reserves the right to employ or authorize costly emergency evacuation or rescue measures (e.g., helicopters, ambulances) at the client’s expense. Get your quote today! -
Persons with medical conditions, dietary restrictions, or other health issues should inform Eco Trilha well before arrival. We reserve the right to disqualify anyone during the tour if their participation jeopardizes the group’s safety or the tour’s schedule.
Eco Trilha assumes no responsibility for special arrangements or issues experienced by passengers unable to participate in planned activities.
Special requirements must be disclosed at the time of booking. Eco Trilha will try to accommodate these needs, but this may not always be possible due to the nature of the destinations and itinerary.
Certain activities may be inaccessible if your mobility is limited. All food allergies and dietary restrictions must be disclosed at booking, but we cannot guarantee they can be accommodated.
Special requests do not form part of the contract with Eco Trilha, and we are not liable for any failure to fulfill such requests.
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Anyone under the age of 18 on the date of first travel is considered to be a minor. An adult must always accompany minors. One adult may accompany up to two children. Unless otherwise indicated in the Tour description or by the Tour Operator, the minimum age for minors traveling on any tour is 12 years old.
All bookings with a minor are subject to review and approval by the Tour Operator. If the consent of a parent, guardian, or any other person is required by applicable law for any minor to travel, the accompanying adult is responsible for securing all permissions, documentation, and ensuring that they and the minor(s) meet all legal requirements to go, to enter into and depart from applicable countries and regions. The Tour Operator will not be responsible for any fees, damages, or losses incurred as a result of any failure to secure necessary consents, permits, and approvals.
Each adult on a booking with a minor or minor(s) is jointly and severally responsible for the behavior, well-being, supervision, and monitoring of such minor(s), and jointly and severally accepts these Terms for and on behalf of any child (s) on their booking, including all assumptions of risk and limitations of liability. The Tour Operator does not provide care services for minors and expressly disclaims any responsibility for chaperoning or controlling any minor(s).
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Eco Trilha, its owners, associates, agents, and employees, hereby referred to as Eco Trilha or we, assume no responsibility for injury or death, loss, damage to personal property, delay, or for additional expenses due to acts of god (sickness, injury, poor health, weather, etc.) strike, detention, riot, war, quarantine, theft, civil disturbances, government regulations or restrictions, third-party or subcontractor negligence, or any other.
Eco Trilha is not responsible for any accidents, delays, inconveniences, expenses, mishaps of any kind whatsoever, or death resulting entirely or partly from the negligence of others or causes beyond our control. We reserve the right to make changes to and or substitutions in the itinerary where deemed necessary, for any reason.
For trips and tours where Eco Trilha is neither the source nor a supplier, as with the use of third parties or subcontractors, we act solely as agents and, as such, assume no responsibility should any supplier fail to supply the service contracted.
Personal belonging and baggage safety responsibility and risk are assumed entirely by its owner. Eco Trilha is not responsible for lost or damaged items.
Some activities or sports Eco Trilha may take part in or sell to a client may involve extreme risk to personal property or life, and may result in a loss, severe injury, or death. Everyone is responsible for their safety and for making their own decisions, and for using common sense at all times to determine whether or not he or she should take part in any activities that Eco Trilha may take part in or sell.
Minors are required to use the services of Eco Trilha only after strict revision and under the strict supervision of a parent or guardian.
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We reserve the right to decline, accept, or retain any person as a tour member for any reason that affects the operation of the tour or the rights or welfare of the other tour members.
It is strictly forbidden to smoke, consume alcoholic beverages and/or food, or use illegal substances (the latter is prohibited at any time during the tour) inside the vehicles. There are outdoor moments and free time during all tours when you will have the opportunity to engage in these activities freely and in moderation (except for the use of illegal substances).
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Persons with medical conditions, dietary conditions, or other health problems should make them known to Eco Trilha well before arrival. We reserve the right to disqualify anyone at any time for any reason during the tour if it is felt that the individual is physically incapable of performing an activity and or if that individual’s continued participation would jeopardize the safety of the group or handicap the normal functioning or scheduling of the tour.
Eco Trilha assumes no responsibility for special arrangements necessary for or problems experienced by passengers physically unable to participate in the planned activities.
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You give Eco Trilha and its suppliers your consent to use images of you taken during the tour for advertising and promotional purposes in any medium we choose.
You grant us a perpetual, royalty-free, worldwide, irrevocable license to use such images for publicity and promotional purposes. If you do not wish to be a participant in any marketing or promotional material, you must express this in writing via our general email before your tour or experience.
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If travelers lose or forget personal items in the van or hotel, we will make every effort to retrieve and return these items. Please note the following terms regarding this service:
1. Retrieval and Notification
– Upon discovering a lost item, we will notify the traveler using the contact information provided during booking.2. Shipping and Handling Charges
– We offer to send the retrieved items to the traveler’s home address. However, this service will incur a shipping and handling fee.
– The fee will vary based on the size and weight of the item(s), as well as the destination address.3. Payment
– The traveler will be informed of the total cost prior to shipping.
– Payment must be made in full before the item(s) are dispatched.4. Timeframe
– We will dispatch the item(s) as soon as payment is received. Shipping times may vary based on the destination.5. Liability
– While we will take care to ensure the safe return of lost items, we are not liable for any damages or losses that occur during shipping.6. Unclaimed Items
– If items are not claimed within 30 days of notification, we reserve the right to dispose of them in accordance with local regulations.By using our services, you agree to these terms regarding lost and found items.