Privacy policies > Cancellation Policy
GuateGo is a company that facilitates the acquisition of tickets and experiences while traveling. Therefore, to provide you all the information you need while traveling we have developed the following policies to make your experience better and easy in case you need to cancel or reschedule a trip.
During your trip, different changes or inconveniences may arise which are part of your experience (destination changes, schedules changes, change of transport type). GuateGo aims to make your trip as pleasant as possible, but you should keep in mind the following terms when you decide to use our services:
1.1.1 Remember that we are an intermediary between the agency and the client.
1.1.2There may be delays of 20 to 30 minutes. Remember that several passengers are picked up and passing one by one takes time, BUT you should always be ready.
1.1.3 People who have paid more or less than you can travel on the same bus. The reason for this is that each agency sells its tickets in a different way; GuateGo tries to pay its suppliers in a responsible manner and in accordance with all the tax laws of the countries, and this has a price. However, the attention and service you will receive in GuateGo make everything work well.
1.1.4 If you have forgotten any object, we can hardly find it and return it, but we will try. Remember that you are responsible for your objects.
1.1.5 GuateGo is not responsible for any changes to company schedules or dates. In case of any change, you will be notified by email.
1.1.6 GuateGo is exempt from third-party factors that may occur within your trip, being these mechanical malfunctions, roadblocks, accidents, deflated tires, traffic, travel time, earthquakes, human and natural disasters. We can never be held responsible for these incidents and, therefore, we can hardly provide refunds or pay extra costs because of this.
1.1.7 Remember to plan your trip if you are traveling on high Season (Holy week, New Years Eve, Christmas, among others), as the time moving from one place to another and lines in migrations can be longer than the usual, and we are not responsible for delays that may occur because of it.
Rates include one standard piece of luggage and one carry-on.
Extra luggage must be informed about in advance as it might incur additional costs.
To know the fees for extra/oversized/odd luggage/surfboards, etc, please contact us via Whatsapp to +1 (929) 545-6066 or +502 58087471 or email to [email protected]. Luggage not approved in advance can be refused at pick up time at our sole discretion, and no refund will be given.
Trips can suffer changes, we understand that a lot of changes can happen (the close of borders and airports, flights cancellations, among others), reason why we offer change under the following circunstances:
Any type of ticket that belongs to a shuttle, luxury bus, coach bus, can be modified with more than 24 hours from the trip and it is subject to availability.
You can make changes of origin or destination without any cost with a notice of 48 hours from the trip and as long as the route selected allows it. The new trip has to be of the same value as the current; if not, you will need to pay the difference. These changes are subject to the availability of space in vehicles.
You can make changes of dates and times without any cost with a notice of 48 hours from the trip and as long as the route selected allows it.
We know that sometimes there may be inconveniences and we are here to help you and facilitate your trip, that is why we offer last-minute changes. However, it is possible that these changes may have an additional cost. These changes are subject to the availability of space in the vehicles.
The private service is a personalized service contracted especially for you and your group. If at any time you want to add an additional stop to the contracted one and it is out of the route it may incur some additional cost. You’ll have to contact us so we can coordinate.
If at any time you have inconveniences with your flight and you are notified in advance, you can reschedule without any cost. Otherwise, you may incur some additional costs or stay as no show.
For changes or more information communicate to [email protected] or +1 (929) 545-6066
In GuateGo what matters most to us is your experience, that the mobilization to know places is not a problem; Please, find below our cancelation policy*.
4.1 Cancellations within 48 hours before your travel date no refund.
4.2 Cancellations within 72 hours before your travel date applies for a 50% refund.
4.3 Cancelations with more than 72 hours from the travel date apply a 70% refund.
4.4 Last minute purchases do not apply for a refund nor a modification.
4.5 Cancelations for purchases within the 24 hours are no refundable.
*You can request a modification on time or date (up to one year) and will have 100% of the paid to reuse it, this provided that the new trip is of the same value as the current one that already has; otherwise, you must cancel the difference. These changes are subject to vehicle availability on the selected time and day.
4.6 Changes for private services
The private service is a personalized service contracted especially for you and your group. If at any time you want to add an additional stop to the contracted one and it is out of the route it may incur some additional cost. You’ll have to contact us so we can coordinate.
If at any time you have inconveniences with your flight and you are notified in advance, you can reschedule without any cost. Otherwise, you may incur some additional costs or stay as no show.
For changes or more information communicate to [email protected] or +1 (929) 545-6066
If you have made the purchase of your ticket through our website, PayPal, or a link sent by our staff; take into account that it will be returned by one of these means and the process may take 30 working days from the request for cancelation and if your cancellation applied for it.