Cancellation Policy

1. If you cancel or change the date

• 72 hours or more before departure: change the date at no cost, subject to availability, or cancel with a 50% refund of the amount paid.
• Less than 72 hours before departure: no refund, because transport, meals and the camp are already arranged. You can change the date with a 10% surcharge, subject to availability.
• Not showing up at the meeting point and time (no-show): 100% of the payment is lost.

The deadline is counted up to the departure time (7:00 a.m., Guatemala time). To request a change or cancellation, write to us with your booking reference at info@quetzalgo.gt or +502 5767 4826.

2. During the experience

• There is no refund if you leave the group, decide not to continue or the guide stops your ascent for safety or fitness reasons.
• There is no refund for poor visibility, rain or no visible volcanic activity.
• Route changes for safety (for example, not reaching the summit or cancelling the Volcán de Fuego hike) are force majeure and do not give a right to a refund.

3. If QuetzalGo cancels the departure

If the departure cannot run because of an order from CONRED or another authority, impassable road blocks, dangerous weather or another force majeure event, we offer a new date or an 80% refund of the amount paid.

4. How refunds are paid

Refunds go back to the payment method used for the booking. How long they take to appear depends on your card issuer.