Booking terms, cancellations and refunds
Last updated: 2 October 2026
These terms explain how transport bookings with Aventuras El Lago are processed. Check the service, route, date, time, passengers and total before submitting your request.
Booking and confirmation
Submitting a request generates a booking reference and does not by itself confirm the service. Your booking requires full payment and confirmation from our team after checking the payment and trip details. Keep your reference and the messages you receive.
Prices and pickup
The summary shows the selected service price in USD. Check the information before paying. Locations outside the usual route may require an additional charge, which our team will communicate for your agreement before travel. If you need an electronic invoice, mention it in comments or contact us.
Secure payment
When payment is enabled, you will be directed to KinPOS/LAFISE. Enter card details only on the payment provider's portal. After paying, use the option to return to the merchant. If the result is unclear, contact us before paying again to avoid duplicate charges.
Booking changes
Changes must be requested at least 24 hours before departure. They are subject to availability and possible fare differences, which will be communicated before confirming the change. Send your booking reference and requested changes by email or WhatsApp.
Cancellations and refunds
Aventuras El Lago's published general policy states that confirmed bookings are not refundable when cancelled by the customer because arranging the service incurs costs. This condition does not limit rights that apply under law. Duplicate charges, incorrect payments and service issues will be reviewed individually. Contact us with your booking reference to request a review; do not send full card numbers or security codes.
Service delivery
Provide accurate information and be available at the agreed pickup location and time. If operational issues, weather or safety conditions affect the trip, our team will communicate available alternatives. Any changes or resolution will be coordinated with you.
Customer support
Aventuras El Lago · La Fortuna, San Carlos, Costa Rica. Telephone and WhatsApp: +506 8979 3142. Email: reservaciones@aventurasellago.com. Use these channels for enquiries, changes, cancellations or service issues and include your booking reference.
reservaciones@aventurasellago.com · +506 8979 3142 · WhatsApp
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