+502 4290 5013 info@alacartatours.com

Terms and Conditions

Terms and Conditions:

SERVICE CANCELLATION POLICIES 2026

  • Our exchange rate is handled at Q8.00 (USD 1.00).
  • If you wish to cancel your service, you must do so 24 business hours in advance to obtain a refund; otherwise, it will not be valid.
  • If your payment is made via link or credit card, the refund will be 90% due to administrative banking processes, 15 to 20 business days after providing your refund details.
  • If the flight presents unforeseen circumstances (cancellations, diversions, or delays of more than 2 hours) changing the initial service time, a waiting time surcharge will be applied.
  • If you cancel 12 business hours before the service, the refund is not applicable.
  • In the case of refunds for payments made through digital platforms such as Apple Pay, you must provide the information requested according to bank requirements; otherwise, the process will be delayed.
  • All NO SHOW services will be charged at 100%.
  • If you wish to change the tour or transfer schedule, you must do so 24 business hours in advance.
  • For transportation services to the Airport, a departure time will be recommended to avoid inconveniences. If this schedule is not met, we are not responsible for the loss of the flight.
  • Transportation services from 11:00 PM to 2:30 AM will have a surcharge of USD 10.00.
  • The Tikal Tour is non-refundable under any circumstances. If desired, the date can be changed, and a penalty will be charged. In case of changes in flight schedules due to situations such as strong winds, fog, rain, or any weather condition, this will be beyond the control of the client and A La Carta Tours; only the airline’s recommendations and instructions will be followed.
  • The duration of a tour may vary depending on the mode of transport chosen to perform it: standard vehicle, 4×4, ATVs, bicycle, or others.
  • Regarding the use of water transportation (boat, launch, ship), weather conditions are very changeable; there are situations where, due to heavy rain, strong winds, and heavy swells, the use of this medium will not be allowed for safety reasons, and the activity or transfer may be canceled as deemed appropriate with a partial refund. Our priority will always be your personal safety.
  • Upon booking a service with A LA CARTA TOURS, a confirmation of the contracted services will be sent. Please verify that everything is correct, as any change or incorrect data could lead to a surcharge.
  • A LA CARTA TOURS uses a 24-hour time format, so the confirmed service time must be specified very clearly.
  • We are not responsible for objects forgotten in the vehicles; therefore, their return could entail a surcharge if the driver must return after the service has ended.
  • Transfers and tours must be paid 100% before the service to guarantee availability. In case the payment is not made, please contact the agency to verify the case.
  • The service includes 2 standard-sized suitcases per person; excess baggage is subject to the vehicle’s capacity and is the client’s responsibility. Please inform us in advance if you are bringing more than 2 suitcases.
  • If you must cancel your service at the time of starting it due to any inconvenience or unforeseen event, it will be considered a NO SHOW, and if rescheduled, it will be considered a new service and a new payment.
  • The waiting time at the airport is 40 minutes after the landing time. After this time, we will contact you to confirm that everything is correct. If 1 hour and 30 minutes pass and we have had no response, the driver will proceed to leave, and the service will be considered a NO SHOW.
  • The maximum waiting time for transportation services from hotels is 30 minutes; taking more time may incur a surcharge.
  • Travel time may vary between online applications and routes taken by our drivers, which is why schedules for transfer services and tours are recommended.
  • In the face of inconveniences that may arise (protests, road closures, route changes, or other issues), schedules could be modified 1 day before according to the agency’s recommendation. If this is ignored and generates a delay, we are not responsible for arrival times at the airport and the inconveniences this may cause, such as loss of flight.
  • During the development of our transfers and tourist activities, company personnel may capture photographs or videos to document and publicize the experience on our official channels and promotional materials. By participating in the tour, the client accepts the use of their image for such commercial purposes, unless they expressly state their refusal in writing before the start of the activity. In the absence of such notification, the company is authorized to use the material generated exclusively for the promotion of its services.

POLICIES FOR THE USE OF VEHICLES AND LAKE TRANSPORTATION

  • Eating food inside the vehicle is not allowed.
  • The entry of alcoholic beverages or intoxicated persons into the vehicle is not allowed.
  • Any damage or prejudice will be charged.
  • The vehicle may only carry the recommended passenger capacity. Use seat belts.
  • Do not open the doors while the vehicle is in motion.
  • In case of a collision or accident, stay calm and follow the driver’s instructions. Our vehicles have the relevant insurance for your safety.
  • In case of emergencies inside the vehicle, notify the driver. Minors must be supervised by an adult.
  • When descending from the vehicle, check that you have not forgotten any belongings; we are not responsible for forgotten objects.
  • In the face of any damage or prejudice, the service will be suspended if deemed appropriate.

LAKE TRANSPORTATION SERVICE

  • The boat or launch may only carry the recommended passenger capacity. Always use the respective life jackets.
  • The entry of alcoholic beverages or intoxicated persons into the boat, ship, or launch is not allowed.
  • Always follow the instructions of the Captain in charge; in case of a collision or accident, stay calm.
  • In case of emergencies inside the boat or launch, notify the captain. Minors must be supervised by an adult.
  • When descending from the boat or launch, check that you have not forgotten any belongings; we are not responsible for forgotten objects.
  • Please be cautious when boarding and disembarking from the boat, as recovering objects in the lake can be quite difficult.
  • The boats have a gasoline engine system; therefore, if any inconvenience arises, you must follow the instructions of the captain and persons in charge.
  • Consuming alcoholic beverages inside the unit is not allowed.
  • Weather can affect boat transfers from the villages to Panajachel or vice versa; always follow the directions of the personnel in charge, as they will evaluate the situation and decide on the best option.

COMMITMENT TO RESPECT AND ETHICS AT THE DESTINATION

Guatemala is distinguished by its extraordinary cultural diversity and biodiversity; therefore, we urge our travelers to maintain an attitude of deep respect toward indigenous communities, as well as the conservation of local flora and fauna. Especially in regions of high Mayan heritage, respect for the identity and traditions of its inhabitants is fundamental for harmonious coexistence. Regarding photographic records, it is strictly prohibited to capture images of people, and particularly minors, without their prior consent; however, photography of landscapes, murals, and natural environments is allowed and encouraged, provided it does not compromise the integrity of the community or the heritage.

LAKE CONSERVATION AND WASTE MANAGEMENT (ZERO LITTER)

The protection of Lake Atitlán and its surroundings is our highest priority.

Absolute Prohibition of Dumping Waste: It is strictly prohibited to throw or dump any type of trash, liquids, cigarette butts, wrappers, plastics, or beverage cans (alcoholic or non-alcoholic) into Lake Atitlán.

These actions could generate fines from Q750.00 to Q5,000.00 or more, subject to municipal regulations and laws and agreements of higher hierarchy in Guatemala, given that the Lake Atitlán basin is a Multiple Use Reserve Protected Area (Decree 64-97).

Personal Trash Retention: Each person is responsible for retaining all their waste. Do not leave trash on the dock, in the vessel, or in the streets of the places to be visited.