Policies

1. Introduction

Chasing Adventures Costa Rica is a company dedicated to organizing tourism experiences, adventure tours, nature activities, and services related to tourism in Costa Rica.

These policies aim to establish clear rules for customers, collaborators, guides, suppliers, and business partners, ensuring a responsible, safe, transparent operation aligned with good practices in the Costa Rican tourism sector.

This document governs reservations, payments, cancellations, refunds, date changes, safety, customer responsibility, privacy, image use, sustainability, and general operating provisions.

2. Reference framework for tourism operations in Costa Rica

This document is informed by good practices applicable to tourism companies in Costa Rica, including clarity in consumer information, operational safety, environmental responsibility, personal data protection, and commercial transparency.

As institutional reference, the Costa Rican Tourism Institute (ICT) defines requirements and guidelines for tourism companies and activities, including technical, legal, and financial conditions for tourism accreditation. Law 7472 regulates effective consumer protection, and Law 8968 regulates personal data protection.

This document does not replace permits, insurance policies, contracts, supplier terms, or legal review. Its purpose is to organize operations and communicate clear rules to the customer.

3. Quality and excellence policy

Chasing Adventures Costa Rica is committed to offering high-quality tourism experiences, striving to ensure that every tour meets adequate standards of safety, customer service, punctuality, organization, and visitor satisfaction.

The company will maintain processes of continuous improvement, staff training, route review, supplier evaluation, and operational control of every experience.

Our goal is for every customer to enjoy a safe, memorable, and well-organized adventure.

4. Safety policy

The safety of our customers, guides, collaborators, and partners is an operational priority.

Chasing Adventures Costa Rica may carry out prior assessments of weather, routes, accesses, river conditions, trails, sea, mangrove, transportation, and any other element related to the safe development of the activity.

All participants must follow the instructions of the guide or authorized staff during the tour. Failure to follow safety instructions may result in exclusion from the activity with no right to a refund.

The company may cancel, modify, or reschedule an activity when it considers that there are risks to the integrity of participants, the staff, or the overall operation.

5. Environmental and responsible-tourism policy

Chasing Adventures Costa Rica promotes responsible, conscious tourism that respects the ecosystems, local communities, and natural resources of Costa Rica.

The company will work to reduce the environmental impact of its operations through good practices such as proper waste management, respect for flora and fauna, responsible use of natural resources, and promotion of a culture of conservation.

Customers must respect the environmental guidance provided by the guides, including not leaving trash, not removing flora or fauna, not feeding wildlife, and not altering the natural environment.

6. Customer service policy

Chasing Adventures Costa Rica is committed to providing clear, respectful, and timely support before, during, and after each experience.

The company will respond to inquiries about availability, pricing, schedules, pickup points, physical requirements, tour conditions, and any other information the customer needs to make an informed decision.

Customer feedback will also be valued as a tool to improve internal processes, the visitor experience, and service quality.

7. Ethics and transparency policy

Chasing Adventures Costa Rica will act under principles of honesty, transparency, responsibility, and clear communication.

Before the service is contracted, the company will inform the customer about the essential aspects of the tour, including price, schedule, approximate duration, difficulty level, restrictions, cancellation conditions, inclusions, and exclusions.

Commercial information must be clear, verifiable, and not misleading.

8. Inclusion and respect policy

Chasing Adventures Costa Rica promotes an environment of respect for all people, without discrimination based on nationality, culture, gender, age, social status, beliefs, personal orientation, or any other condition.

Participation in tours is subject only to objective criteria of safety, minimum age, required physical condition, technical restrictions of the tour, and operating conditions.

The company may refuse or limit participation when there are justified safety reasons or when a person's conduct affects the wellbeing of the group, staff, or third parties.

9. Legal compliance policy

Chasing Adventures Costa Rica will work to comply with the applicable Costa Rican legislation regarding tourism, commerce, environment, taxation, consumer protection, personal data protection, and operational safety.

10. Reservations policy

Reservations for tours and experiences with Chasing Adventures Costa Rica are subject to space availability, weather, operating conditions, schedules, tour capacity, and prior confirmation by the company.

A reservation will be considered confirmed only once the customer has received official confirmation from Chasing Adventures Costa Rica and has met the payment requirements established for the corresponding activity.

The company reserves the right to refuse, modify, or reschedule a reservation when there are safety, weather, force majeure, logistical, availability, or external conditions that may affect the proper development of the tour.

11. Payments policy

Tour payments must be made according to the conditions indicated at the time of reservation.

Chasing Adventures Costa Rica may request partial payment, deposit, or full prepayment to guarantee the customer's spot, depending on the type of tour, season, logistical needs, or specific conditions of the activity.

Failure to pay within the established deadline may automatically cancel the reservation, with no liability to the company.

Prices, payment methods, taxes, administrative charges, or applicable commissions must be communicated to the customer before confirming the reservation.

12. Physical conditions and customer responsibility

Each customer is responsible for verifying whether the selected tour is suitable for their physical condition, health, age, experience, abilities, and personal limitations.

Before participating, the customer must disclose any medical condition, injury, allergy, pregnancy, cardiovascular, respiratory, or muscular condition, physical limitation, severe fear of water, or any other relevant situation that may affect their safety.

Chasing Adventures Costa Rica may limit or refuse the participation of a person if it determines there are risks to their integrity, the group's safety, or the tour's operation.

13. Minimum age and tour-specific restrictions

Each tour may have specific restrictions on age, weight, physical condition, prior experience, or technical ability.

These restrictions will be communicated to the customer based on the type of activity.

Compliance with minimum ages and physical requirements is mandatory. The company may deny participation when the customer does not meet the conditions required for the tour.

14. Compliance with instructions

All participants must follow at all times the instructions of the guide, supervisor, driver, captain, supplier, or staff authorized by Chasing Adventures Costa Rica.

Failure to follow safety rules, reckless, aggressive, or disrespectful behavior, as well as consumption of alcohol or substances that compromise safety, may result in immediate exclusion from the activity with no right to a refund.

15. Equipment and responsible use

When Chasing Adventures Costa Rica provides equipment for an activity, the customer must use it properly and follow the instructions of authorized staff.

Damage, loss, or misuse of equipment may result in additional charges to the customer when negligence, improper use, or failure to follow instructions is determined.

16. Transportation and pickup points

When the tour includes transportation, the customer must arrive on time at the confirmed pickup point and share their location via WhatsApp.

Pickup times may vary due to traffic, weather, hotel location, group logistics, or other operational factors.

Chasing Adventures Costa Rica will communicate any relevant change in schedule or pickup point as far in advance as possible.

17. Meals, snacks, and hydration

When the tour includes meals, seasonal-fruit snacks, beverages, or hydration, these will be communicated to the customer before reservation confirmation.

The customer must report any allergies, dietary restrictions, or special conditions in advance. The company will consider alternatives when possible but does not guarantee availability of special options if they were not communicated in advance.

18. Operational responsibility

Chasing Adventures Costa Rica will act with reasonable diligence in the organization and execution of its tours.

However, the company will not be liable for delays, modifications, restrictions, route changes, access closures, weather impacts, authority decisions, external failures, traffic, natural conditions, third-party behavior, or situations outside its direct control.

Each participant acknowledges that adventure, nature, and active-tourism activities may involve inherent risks, changing environmental conditions, physical effort, and exposure to natural factors.

19. Force majeure

Force majeure is understood as any situation outside the reasonable control of Chasing Adventures Costa Rica that prevents, limits, or affects the normal operation of the tour.

This may include, among others:

• Extreme weather conditions.
• River floods.
• Dangerous surf.
• Thunderstorms.
• Landslides.
• Road closures.
• Authority restrictions.
• National or local emergencies.
• External accidents.
• Supplier failures.
• Security situations.
• Natural events.

In these cases, the company will work to offer reasonable solutions such as rescheduling, credit, or refund, as appropriate.

20. Itinerary modifications

Chasing Adventures Costa Rica may modify routes, schedules, the order of activities, points of interest, or tour components when necessary for reasons of safety, weather, logistics, accessibility, or force majeure.

These modifications will seek to preserve customer safety and the overall quality of the experience.

21. Customer conduct

The customer must maintain respectful conduct toward guides, collaborators, other participants, local communities, suppliers, authorities, and the natural environment.

The company may exclude from the activity, with no right to a refund, anyone who engages in:

• Aggressive conduct.
• Disrespect toward staff.
• Failure to follow instructions.
• Damage to the environment.
• Consumption of alcohol or substances before or during the tour.
• Behavior that puts the group at risk.
• Harassment or discrimination.
• Intentional damage to equipment or property.

Chasing Adventures Costa Rica may issue a verbal warning to the customer when their conduct breaches safety instructions or affects the tour. If the customer does not comply with a direct instruction, they may be excluded from the activity with no right to a refund, according to the severity of the offense. In serious cases, exclusion may be applied immediately without prior warning.

22. Acceptance of policies

By reserving, paying for, or participating in a tour with Chasing Adventures Costa Rica, the customer declares that they have read and accepted these policies.

The company may share these policies via website, email, WhatsApp, reservation forms, informational documents, or any other official channel.

23. Policy updates

Chasing Adventures Costa Rica reserves the right to update, modify, or adjust these policies at any time, according to operational needs, legal changes, commercial conditions, internal improvements, or recommendations from the tourism sector.

The version in effect will be the one available through the company's official channels at the time of the reservation.

24. Inquiries

For any inquiries related to these policies, the customer may contact Chasing Adventures Costa Rica directly through the official support channels.

12. Cancellation policy

Cancellations may be requested via WhatsApp, email, or directly at our main office in Quepos, Costa Rica.

Every cancellation request must include, at a minimum:

• Name of the person who made the reservation.
• Tour date.
• Name of the booked tour.
• Number of guests.
• Contact method.
• Proof of payment, when applicable.

The cancellation will be valid once received and confirmed by Chasing Adventures Costa Rica.

13. Cancellations on regular tours

For regular tours, cancellations made less than 48 hours before the confirmed pickup time are not eligible for a refund.

Cancellations made more than 48 hours in advance may qualify for a refund, credit, or rescheduling, subject to the payment method used and any applicable administrative fees.

14. Cancellations on group, private, or special tours

For group, private, corporate, or special-reservation tours, cancellations made less than 7 days before the tour date are not eligible for a refund.

This condition is in place because of the logistics, bookings, staffing, transportation, meals, suppliers, equipment, and operational costs already committed.

Cancellations made more than 7 days in advance may be evaluated for a refund, credit, or rescheduling, subject to the specific conditions of the reservation.

15. No-shows and late arrivals

If the guest does not show up on the day of the tour, it will be treated as a last-minute cancellation and will not be eligible for a refund.

Late arrivals that prevent the activity from running on the scheduled time may also be treated as no-shows.

Punctuality is essential to ensure safety, logistics, transportation, supplier coordination, and the overall group experience.

16. Date changes or rescheduling requested by the guest

Date changes are subject to availability and should be requested as far in advance as possible.

For regular tours, changes should be requested preferably at least 48 hours in advance.

For group, private, or special tours, changes should be requested preferably at least 7 days in advance.

Chasing Adventures Costa Rica may consider changes requested outside these windows, but approval will be at the company's discretion, based on availability, logistics, season, suppliers, and operating conditions.

17. Cancellations due to weather, safety, or operating conditions

If Chasing Adventures Costa Rica needs to cancel a tour due to extreme weather, safety reasons, force majeure, access closures, decisions by competent authorities, river, sea, trail, or transport conditions, or any operational situation that prevents running the activity responsibly, the guest may choose:

• Rescheduling at no extra cost, subject to availability.
• A full 100% refund, when applicable.

The company is not required to cancel a tour due to light rain or normal tropical weather, as long as operations are considered safe.

18. Refunds

Approved refunds will be processed using the same payment method as the original payment or another method agreed upon between the parties.

Processing times may vary depending on the payment method, bank, financial platform, or provider used.

Any banking fees, payment gateway charges, administrative costs, or exchange-rate differences may be deducted from the refund amount, provided they were disclosed in advance or are applicable to the payment method used.

Refunds are not automatic and must be reviewed by Chasing Adventures Costa Rica in accordance with these policies.

1. Privacy and data protection policy

Chasing Adventures Costa Rica is committed to handling customer personal information responsibly and confidentially, using it only for purposes related to the operation of the service.

Data collected through inquiries, reservations, payments, forms, communications, or tour participation may be used to:

• Confirm reservations.
• Coordinate logistics.
• Process payments.
• Contact the customer before, during, or after the tour.
• Respond to inquiries.
• Send information related to the booked experience.
• Improve the service.
• Comply with legal or operational obligations.

Chasing Adventures Costa Rica will not share personal information with third parties unrelated to the operation, except when necessary to deliver the service, coordinate suppliers, comply with legal obligations, respond to emergencies, or protect the safety of participants.

2. Use of images

By participating in Chasing Adventures Costa Rica experiences, the customer voluntarily authorizes the use of photographs, videos, or audiovisual material captured during the activity for promotional, advertising, informational, or distribution purposes across the company's physical and digital media.

This may include social networks, the website, commercial materials, presentations, promotional videos, and publications related to the experience.

If a customer does not wish to appear in photos or videos, they must communicate this in writing before the activity begins.

3. Official communications

The official communication channels of Chasing Adventures Costa Rica may include WhatsApp, email, phone, the website, social media, and in-person office support.

Information sent through official channels will be valid for reservations, confirmations, changes, cancellations, or operational inquiries.