Company Policies
Cancellation, Modifications & Refund Policy
At Due South Travels, we understand that travel plans can change unexpectedly. We work closely with local hotels, transportation providers, guides, and activity operators, many of whom require advance payment and have their own cancellation policies. For this reason, the following terms apply to all reservations booked directly with Due South Travels.
Full Itinerary & Custom Trip Bookings
Full itinerary bookings include multi-day trips, custom travel planning services, and packages where Due South Travels coordinates accommodations, transportation, tours, and other travel arrangements on your behalf.
Trip Planning Deposit
The initial itinerary deposit is non-refundable. This deposit covers itinerary design, supplier coordination, reservation management, and administrative work performed on your behalf.
Cancellation by Traveler
More than 60 days before arrival
- Refund of all recoverable trip payments, less the non-refundable itinerary deposit and any non-refundable supplier charges.
30–59 days before arrival
- 50% of the total trip cost is non-refundable.
Less than 30 days before arrival
- The trip is non-refundable.
Refund Processing Fees
Refunds will be issued to the original form of payment. Any payment processing fees that are not returned to Due South Travels by our payment processor may be deducted from the refund amount.
Hotels, Flights & Third-Party Suppliers
Certain hotels, airlines, lodges, transportation providers, and activity operators may impose their own cancellation penalties or non-refundable conditions. Any non-refundable supplier charges will be deducted from any applicable refund regardless of the cancellation date.
Upon request, we are happy to provide the cancellation terms of specific hotels or suppliers before booking.
Changes to Travel Dates
We will do our best to accommodate changes to your travel dates. Additional supplier fees, fare differences, or administrative costs may apply.
Tours, Transfers & Individual Services (À La Carte Bookings)
This section applies to airport transfers, private transportation, shared shuttle services, day tours, and other individual services booked separately from a full itinerary package.
Cancellation by Traveler
More than 72 hours before service start time
- Full refund.
24–72 hours before service start time
- No refund will be issued; however, we will offer a one-time reschedule or credit toward another service whenever reasonably possible.
Less than 24 hours before service start time
- Non-refundable.
No-shows
- Non-refundable.
Refund Processing Fees
Refunds issued under this policy may be reduced by any payment processing fees that are not returned to Due South Travels by our payment processor.
Reservation Changes
Changes to pickup locations, dropoff locations, passenger counts, routes, dates, or service times are subject to availability and may result in additional charges.
Once a reservation has been modified, additional changes may not be possible and may be subject to further fees.
Flight Delays & Airport Transfers
Arrival Transfers
For international arrivals, we include up to one hour of waiting time after your flight lands to allow for immigration, baggage collection, and customs.
For domestic arrivals, we include up to 30 minutes of waiting time after landing.
If you anticipate delays due to baggage issues, immigration processing, or other circumstances, you must contact us immediately at +502-3880-9552 using airport Wi-Fi or another available communication method.
Failure to contact us may result in your reservation being treated as a no-show and no refund will be provided.
Significant Flight Delays
If your arrival flight is delayed by more than 60 minutes beyond the scheduled arrival time, we reserve the right to cancel the transfer without refund if the originally assigned driver is no longer available. We will always attempt to accommodate your revised arrival whenever possible.
Civil Unrest, Road Blockades & Public Events
Road Blockades (“Bloqueos”)
Guatemala occasionally experiences non-violent protests and road blockades that can significantly affect transportation throughout the country.
If a blockade impacts your service, we may offer an alternative departure time, route, or transportation arrangement. If an alternative is offered and you choose not to accept it, a refund may not be available.
If we are unable to provide a reasonable alternative, a full refund will be issued.
Travel insurance may provide coverage for certain losses related to civil unrest or transportation disruptions.
Festivals, Celebrations & Municipal Road Closures
Certain events, including festivals, sporting events, and Holy Week celebrations, may result in road closures and restricted vehicle access.
During these events, passengers may be required to meet transportation services at designated pickup locations rather than directly at their hotel or accommodation. We will provide advance notice whenever possible.
Third-Party Booking Platforms
For reservations made through third-party platforms, including but not limited to Viator, TripAdvisor, GetYourGuide, Booking.com, or other online travel agencies, the cancellation and refund policies displayed on that platform will apply.
All modifications, cancellations, and refund requests must be handled directly through the platform where the reservation was made.
Due South Travels Cancellation Rights
We reserve the right to cancel any reservation if a traveler or member of their party engages in abusive, disruptive, unsafe, illegal, or threatening behavior toward our staff, suppliers, partners, or other travelers.
In such cases, no refund will be provided and any resulting costs remain the responsibility of the traveler.
Force Majeure
Due South Travels is not responsible for delays, interruptions, cancellations, or failures to perform services resulting from circumstances beyond our reasonable control, including but not limited to severe weather, floods, landslides, earthquakes, fires, epidemics, acts of terrorism, civil disturbances, labor disputes, government actions, transportation disruptions, or other force majeure events.
Where possible, we will make reasonable efforts to provide alternatives or recover funds from suppliers, but refunds cannot be guaranteed in such circumstances.
Travel Insurance
We strongly recommend purchasing comprehensive travel insurance that includes trip cancellation, interruption, delay, medical expenses, and “cancel for any reason” coverage where available.
If you need documentation to support a travel insurance claim, we will be happy to assist by providing confirmation of payments and cancellation details.
Our Role
Due South Travels acts as both a travel planner and booking agent. Refunds are limited to amounts recoverable under the terms outlined above and may be subject to supplier cancellation policies that are outside of our direct control.