Rio Celeste Concierge
Cancellation & Refund Policy
Last Updated: July 2026
Because Rio Celeste Concierge operates exclusively as a premium, private tour agency, our naturalists, regional logistics, and custom transportation frameworks are fully locked and committed to your specific travel window upon booking. To safeguard our high-quality operational standards and dedicated staff, the following strict cancellation rules apply to all reservations processed through FareHarbor or direct company channels.
1. Time-Based Cancellation & Refund Tiers
Refund thresholds are strictly calculated based on the precise advance notice provided prior to the scheduled tour start time:
| Notice Provided Prior to Tour Date | Refund Percentage | Applied Condition / Penalty |
|---|---|---|
| 7 Days or More notice | 100% Refund | Full financial refund window. No penalty. |
| Between 6 Days and 48 Hours notice | 50% Refund | 50% Penalty fee applies due to locked logistics. |
| Less than 48 Hours notice | 0% Refund | 100% Booking penalty. Non-refundable. |
2. Force Majeure, Weather, & Environmental Closures
Rainforest weather in Costa Rica can change unexpectedly, causing river levels to rise or trails to alter. Guest safety is our absolute, uncompromising priority. The following operational protocols govern severe weather exceptions:
- If the Company or the National System of Conservation Areas (SINAC / Park Authorities) issues an official environmental closure of the Tenorio Volcano National Park due to climate hazards, flash flooding, or extreme safety risks, you will not suffer any penalty.
- In such events, Rio Celeste Concierge will instantly offer you priority free rescheduling windows to move your trip to an alternative open slot via FareHarbor.
- If your travel itinerary makes rescheduling completely impossible, a 100% financial refund will be promptly issued to your account.
3. Strict No-Show & Lateness Policy
As these are custom, non-shared journeys arranged entirely around your peace of mind, our private guides and drivers cannot delay schedules indefinitely without disrupting subsequent regional logistics.
The No-Show Rule: A maximum 15-minute grace waiting period is established at your designated hotel pick-up location or tour meeting point. If the client fails to arrive, contact the guide, or be ready after this 15-minute window expires, the excursion will be officially marked as a No-Show. No-shows are treated as a fully rendered service, resulting in a 100% penalty forfeit with absolutely no rights to refunds or date transfers.
4. Mandatory Cancellation Procedure
To avoid miscommunications or system delays via text messaging platforms, informal notices sent through WhatsApp or phone calls **will not be considered valid or binding** for refund processing.
All cancellation requests must be formally submitted **in writing via email** by the primary booking contact to our official address:
📩 felixrconcierge@gmail.com
The time stamp of your received email will serve as the official marker used to determine your time-based refund bracket (7 days, 48 hours, etc.) within our FareHarbor infrastructure.