Cancellation and Refund Policy
This Cancellation and Refund Policy establishes the conditions applicable to cancellations, modifications, rescheduling requests, and refunds for travel services purchased from Royal Amazonia. This policy applies together with the Terms and Conditions, Reservation Policy, and Advance Payment Policy.
1. Purpose of This Policy
The purpose of this policy is to clearly establish the conditions under which a client may cancel a confirmed reservation and request a refund. The applicable conditions may vary depending on the type of service, cancellation date, supplier conditions, and specific terms communicated at the time of booking.
2. Confirmed Reservations
Once a reservation has been confirmed and Royal Amazonia has committed funds or made payments to third-party suppliers on behalf of the client, cancellation may result in administrative charges, supplier penalties, or non-refundable amounts. The applicable conditions will depend on the services included in the reservation.
3. Cancellation Requests
All cancellation requests must be submitted through an official Royal Amazonia communication channel. The effective cancellation date will generally be the date on which Royal Amazonia receives the client’s written cancellation request.
4. Cancellation Notice
Clients are encouraged to submit cancellation requests as early as possible. The amount eligible for refund, if any, may depend on how far in advance the cancellation is made in relation to the scheduled departure date.
5. Refund Eligibility
A refund may be available when the applicable service conditions allow it. The refundable amount will be determined according to the cancellation conditions communicated during the reservation process, amounts already paid to suppliers, administrative costs, and any applicable cancellation penalties.
6. Non-Refundable Services
Certain services may be non-refundable once purchased or confirmed. These may include, depending on the specific service, entrance tickets, permits, transportation tickets, special-event tickets, accommodation with non-refundable rates, private services, promotional rates, or other services subject to restrictive supplier conditions.
7. Advance Payments
Advance payments may be refundable, partially refundable, or non-refundable depending on the conditions applicable to the reservation. Making an advance payment does not automatically guarantee a full refund in the event of cancellation.
8. Cancellation by the Client
If a client cancels a confirmed reservation, Royal Amazonia will determine the applicable refund based on the cancellation date and the conditions of the services purchased. Any amounts that have already been committed to suppliers and cannot be recovered may be deducted from the refundable amount.
9. Changes Instead of Cancellation
When possible, clients may request to change the travel date or modify part of their itinerary instead of cancelling the reservation. Such changes are subject to availability and may involve additional costs, fare differences, supplier penalties, or administrative charges.
10. Rescheduling
Requests to reschedule a tour or travel package must be submitted as early as possible. Rescheduling is not guaranteed and depends on availability, supplier policies, seasonal conditions, and the characteristics of the service. Any additional costs resulting from rescheduling may be charged to the client.
11. No-Show
If a client fails to appear at the designated meeting point or departure location without prior notice, the reservation may be considered a no-show. No-show services may be non-refundable and may not be eligible for rescheduling, depending on the conditions of the corresponding service provider.
12. Late Arrival
Clients are responsible for arriving at the designated meeting points on time. If a client arrives after the scheduled departure and the service cannot be delayed or recovered, the missed service may be considered used and may not qualify for a refund.
13. Partial Use of Services
If a client voluntarily chooses not to use part of a confirmed itinerary after the trip has started, unused services will not automatically qualify for a refund. Refunds for partially unused services will depend on the conditions of the relevant supplier and the circumstances of the case.
14. Cancellation by Royal Amazonia
Royal Amazonia may cancel or substantially modify a service when necessary due to operational difficulties, safety concerns, extreme weather, government restrictions, transportation disruptions, supplier cancellation, or other circumstances beyond its reasonable control. When possible, Royal Amazonia will offer an alternative service, rescheduling option, or other appropriate solution.
15. Force Majeure
Royal Amazonia shall not be responsible for cancellations, delays, interruptions, or modifications caused by events beyond its reasonable control, including natural disasters, extreme weather, strikes, protests, political unrest, road closures, government restrictions, public emergencies, epidemics, pandemics, transportation disruptions, or other unforeseeable circumstances.
In such situations, Royal Amazonia will make reasonable efforts to assist the client and seek available alternatives, subject to the conditions established by the relevant suppliers and authorities.
16. Refunds in Force Majeure Situations
When a cancellation or interruption results from force majeure, any refund will depend on the amounts that Royal Amazonia is able to recover from the suppliers involved. Amounts that have already been paid to third parties and are non-refundable may not be recoverable by the client.
17. Supplier Cancellation Policies
Hotels, transportation companies, airlines, entrance-ticket operators, activity providers, guides, and other third-party suppliers may establish their own cancellation and refund conditions. When these conditions apply to a client’s reservation, they may determine whether the corresponding amount can be refunded.
18. Refund Processing
Once a refund has been approved, Royal Amazonia will process it through the appropriate payment method whenever reasonably possible. The time required for the funds to reach the client’s account may depend on the payment provider, bank, card issuer, currency conversion process, or other financial institution involved.
19. Bank and Transaction Charges
Bank fees, international transaction charges, currency conversion costs, payment processing fees, or other charges that are not recoverable from the payment provider or supplier may be deducted from the refundable amount where applicable.
20. Duplicate or Incorrect Payments
If a client makes a duplicate payment or pays an incorrect amount, Royal Amazonia will review the transaction and, when appropriate, arrange the corresponding adjustment or refund. Any non-recoverable banking or payment-processing charges may be deducted from the amount returned.
21. Refund Requests
Clients requesting a refund may be required to provide relevant information necessary to verify the reservation and payment. Royal Amazonia may request reasonable confirmation of the identity of the person who made the booking before processing a refund.
22. Refunds to Third Parties
Refunds will generally be made to the original payer or through the original payment method, subject to the limitations of the payment provider and applicable regulations. Requests to issue a refund to a different person or account may require additional verification and authorization.
23. Promotional and Special Rates
Reservations made under promotional rates, special offers, discounted packages, or other restricted-rate conditions may have different cancellation and refund conditions. The specific conditions applicable to such rates will be communicated to the client before confirmation whenever applicable.
24. Group Reservations
Group reservations may be subject to specific cancellation deadlines and refund conditions due to the number of travelers and the services reserved. The applicable conditions will be communicated to the person responsible for the group booking before confirmation.
25. Travel Insurance
Royal Amazonia strongly recommends that clients purchase travel insurance that includes trip cancellation, interruption, medical emergencies, delays, and other relevant risks. Clients should contact their insurance provider directly when a cancellation or loss may be covered by their insurance policy.
26. Final Determination of Refund Amount
The final refundable amount, if any, will be determined after reviewing the cancellation date, the services included in the reservation, amounts paid to suppliers, applicable penalties, payment charges, and the specific conditions accepted by the client at the time of booking.
27. Acceptance of the Policy
By confirming a reservation with Royal Amazonia, the client acknowledges that they have read, understood, and accepted this Cancellation and Refund Policy and understands that cancellation may result in partial or complete loss of amounts paid depending on the applicable conditions.
28. Contact
For cancellation requests, refund inquiries, rescheduling requests, or questions regarding this policy, clients may contact Royal Amazonia through the official communication channels published on its website.