Cancellation and Refund Policies 

These Policies are valid for the website www.toursanblaspanama.com

1. DESCRIPTION

A refund is a customer's request to receive the amount paid for an item or service.

Service hours, is the time we recommend the passenger to visit the Panama Canal Visitor's Center for whose visit he/she is purchasing the ticket.

We present two recommended times: 8:30 am and 2:30 pm.

The tickets are delivered to your hotel in the center of the city or at the meeting point previously assigned, established and confirmed with the passenger. Examples of hotels that are located outside Panama City, without prejudice to be able to find others in the same conditions not listed in this paragraph, are those located in Tocumen Airport, Costa del Este, Playa Bonita, Las Cumbres, Gamboa, City of Knowledge, Summit, Playa Blanca, Colon.

Tickets will be delivered 24 hours before the date of service. Delivery times will be made in two time bands: between 7:00 am and 7:30 am; or, between 1:30 pm and 2:00 pm. The passenger must be in the hotel lobby from the beginning of the delivery times (7:00h or 13:230h).

2. REASONS FOR THE REFUND

El servicio adquirido se encuentra fuera de inventario y no es posible entregar otro de características similares y de igual o mayor precio.

The Panama Canal closes the Visitor's Center and passengers are not allowed access to the Visitor's Center by the Panama Canal Authority during the recommended hours or at other times.

The waiting time at the time of delivery is 5 minutes and the company's staff does not make this waiting time.

An incorrect amount has been charged to the customer, refund applies for the difference.

Due to the different scenarios that may occur in online purchases, all those cases not contemplated in these policies will be reviewed and processed by Casalin Viajes y Turismo SA on an individual basis.

Due to the COVID-19 pandemic situation, no reimbursement will be made for modification of tour schedules and/or content due to changes made by the final service providers and/or health authorities.

3. REQUIREMENTS

To request a refund, you will be asked to provide the following information, which you must submit by email or in person:
Reservation number with which you purchased your service.
Description of the service, product and/or order.
Reason for requesting refund.
Form of payment with which the purchase was acquired.

In case it is necessary to send the product, the conditions of the product must be evaluated by Casalin Vaijes y Turismo SA before proceeding to a possible refund.

Once the receipt of the reimbursement request has been confirmed, the reimbursement will be reviewed. Receipt of the request does not imply authorization of the refund.

Refund requests will be analyzed and notice will be given to the client both in cases of proceeding and in cases of not proceeding with the refunds and the reasons.

Shipping costs for the return of the product will be borne by the customer, if desired we can send a guide to schedule the collection of the product and the shipping cost will be deducted from the refund.

4. TIMES

The estimated processing times for a Refund once it has been authorized are as follows:

Payment with TDC 10 to 15 business days.
Bank Deposit, 5 working days.
Local ACH transfer, 10 working days

5. EXCEPTIONS THAT CANCEL THE REFUND

The following exceptions apply to refunds.

Casalin Viajes y Turismo SA will present any of the following documents as proof of presence and justified withdrawal from the waiting point: GPS with time of arrival and departure area, document signed by the hotel reception or migration official or relevant tourism authority certifying that the passenger did not show up at the indicated time, live location capture from any electronic platform, photo justifying the presence in the place, whatsapp with the passenger confirming the services, whatsapp with office and photo of the place confirming the presence in the place.
Casalin Viajes y Turismo SA compensated the customer with a service or product similar or of a higher economic amount or of a nature of interest to the passenger.