Refund Policy
At Hello Puerto Rico!, we limit our tour sizes to ensure an intimate, high-quality experience for all participants. Because we reserve specific time slots and resources for each booking, turning away other potential travelers to maintain these small group sizes, the following policies are strictly enforced. By finalizing a reservation, guests agree to adhere to these terms:
Individual Bookings (Groups of Eight or Fewer Guests)
For standard reservations consisting of eight or fewer participants, cancellations or modifications are permitted up to 48 hours prior to the scheduled tour start time. Any such request received before this 48-hour threshold will qualify for a full refund or a complimentary transfer to an available alternative date. Cancellations, partial reductions in party size, or rescheduling requests made within 48 hours of the scheduled departure time are strictly non-refundable and non-transferable. Tour departures occur precisely at the scheduled time; late arrivals and no-shows will not be accommodated with refunds, credits, or alternative bookings.
Group Bookings (Groups of Nine or More Guests)
Reservations involving nine or more participants require significant operational coordination and staff allocation. Consequently, large group bookings are subject to a seven-day notice period. Cancellations or modifications to the total headcount must be completed at least seven days prior to the excursion date to receive a full refund. Any changes or cancellations made within seven days of the tour date will result in forfeiture of the total booking cost.
Weather and Safety Protocol
Excursions operate rain or shine, as tropical weather patterns on the island are highly localized and dynamic. Hello Puerto Rico! retains the sole authority to determine whether weather conditions pose a safety concern. Guests are instructed to attend their scheduled check-in regardless of local weather conditions; failure to arrive based on personal weather assessments will be treated as a standard no-show and charged in full. In the rare event that Hello Puerto Rico! cancels a tour due to severe, unsafe conditions, all affected guests will be contacted immediately and provided the option of a complete refund or a priority transfer to an alternative date.
Cancellation Procedures
To ensure accuracy and secure processing, all cancellation and modification requests must be submitted formally. Guests must submit their request via email or speak directly with a live customer service representative. Requests left via voicemail, text message, or social media platforms will not be processed or recognized as valid notification. All refunds will be processed back to the original method of payment used during booking.