Terms & Conditions

1. Who we are

QuetzalGo is a tour operator in Guatemala. We run shared departures to Acatenango Volcano and design private trips across the country.

Our legal name is Quetzalgo. If you need our tax ID (NIT) for an invoice or another procedure, request it through any of our contact channels.

You can reach us at info@quetzalgo.gt or +502 5767 4826.

2. What these terms cover

They apply to the use of the website, to bookings of departures with a published date and price, and to private trip requests. The booking conditions and the cancellation policy are part of these terms.

A private trip request is not a booking: we send you a proposal with price and availability, and the trip is confirmed only when you accept it and complete the agreed payment.

3. Bookings, prices and payments

The price per person, current promotions and the total are shown before payment. Payments are processed by our payment provider, which may add a processing surcharge, shown before you confirm.

By paying you accept these terms, the booking conditions and the cancellation policy in force at that moment.

4. Health, fitness and insurance

Mountain hikes are demanding. Each participant is responsible for assessing their own fitness and for sharing accurate health, allergy and dietary information.

Valid medical insurance covering hiking and high-mountain activities in Guatemala is mandatory. QuetzalGo does not provide medical insurance. Extraordinary rescue, evacuation, transport or medical costs are paid by the participant.

5. Guide authority and conduct

• Your guide’s instructions must be followed immediately.
• If the guide decides that your fitness or the conditions put your safety at risk, they may stop your ascent or the group’s. That decision does not give a right to a refund.
• Leaving the group or refusing a safety instruction ends the service at that moment.
• Alcohol, drugs or reckless behaviour end your participation immediately, without a refund, with an escorted descent.

6. Risks and nature

Outdoor activities carry inherent risks: sub-zero cold, wind, rain, steep or loose terrain and altitude sickness. Volcán de Fuego is active and unpredictable.

We do not guarantee clear views, good weather or visible eruptions. We operate every day, rain or shine, unless CONRED or another authority says otherwise. For safety, the itinerary may be changed, shortened or cancelled at any time.

7. Third-party services

Some services, such as horseback rides or luggage porters, are provided by members of the local community who are independent from QuetzalGo. Rates and dealings with those providers are directly between them and the participant.

8. Belongings and loaned gear

Each participant looks after their own belongings, including money, documents and electronics. Loaned thermal gear must be returned in good condition; lost or badly damaged items are charged at replacement cost.

9. Liability

We work with experienced local guides and safety procedures. To the extent permitted by law, QuetzalGo is not liable for harm arising from a breach of these rules or of the guide’s instructions, from force majeure, from the inherent risks of the activity or from third-party services.

Before departure, each participant receives by email their own liability waiver and risk acceptance agreement to sign.

10. Use of the website

The texts, photographs, videos and the QuetzalGo brand are ours or used with permission. Do not reproduce them without consent. Do not try to access restricted areas or interfere with the website.

11. Changes and governing law

We may update these terms; the published version shows its effective date and applies to bookings made from that date.

These terms are governed by the laws of the Republic of Guatemala.