Cancellation & refund policy

1. The 24-hour deadline

Request cancellation at least 24 hours before the confirmed pickup or service start time. The deadline uses local Dominican Republic time. A request received exactly 24 hours before the service is within the deadline.

Example: for pickup confirmed for May 20 at 10:00 a.m., the request must be received no later than May 19 at 10:00 a.m.

2. How to request and document cancellation

Email info@trasladosturisticoramirez.com or write to WhatsApp +1 (809) 812-9846. Include the booking name, reference if available, date, journey or excursion and whether you are cancelling all or part of the service. Request acknowledgement and keep the message.

The relevant time is when the request is received through an official channel, not when we subsequently reply. A call can help coordination, but also send the request in writing to keep a record.

3. Refunds and charges

If the request is received 24 hours or more before the confirmed pickup or service start, you are entitled to a full refund (100%) of the amount paid to Ramírez for the cancelled service that has not been performed. Ramírez will not deduct cancellation penalties, administration charges or refund processing fees from that full refund.

Requests received less than 24 hours before the service are reviewed case by case, taking the circumstances, services performed and applicable legal rights into account. No automatic forfeiture of the entire amount is established for these cases.

If you contracted and paid an agency, platform or another provider directly, request handling through that channel and review that contract’s conditions. This policy governs amounts paid to Ramírez. For bookings with several journeys, the refund covers cancelled, unperformed services meeting their individual 24-hour deadlines.

4. Requests within 24 hours and no-shows

Contact the team immediately even if the ordinary deadline has passed. Requests are reviewed according to the booked service, services actually performed, accepted conditions and applicable law. A late request or no-show does not by itself mean automatic loss of the entire amount paid.

The meeting point and any waiting or contact procedure will be communicated in the confirmation. An undisclosed waiting limit or penalty will not be applied as a booking condition.

5. Changes, return journeys and last-minute bookings

Changes to date, time, route, travelers or vehicle depend on availability. The team must confirm the change and any price difference before it takes effect. Until then the accepted booking remains, unless you have requested cancellation.

For a return journey or multi-service booking, the deadline applies to each pickup or activity separately. Cancelling the return does not cancel an already performed outward journey or authorise charges for services not agreed. For bookings made within 24 hours of departure, specific conditions must be disclosed before payment.

6. Flight delays and exceptional circumstances

Provide flight details and report airline delays or cancellations as soon as possible. The team will coordinate adjustments it can confirm. A delayed flight is not automatically treated as cancellation or a no-show.

For illness, weather, road closures or other exceptional circumstances, contact the team to review the situation and the applicable contractual and legal options. No particular exception is guaranteed in advance and no statutory right is limited.

7. Cancellation by Ramírez

If we cannot provide part of a service for a reason attributable to us, we will inform you and offer a refund of the amount corresponding to the unperformed part, or an alternative you may freely accept. A voucher or rescheduling will not be imposed instead of a refund that is due.

Where a refund is due, we will confirm the amount, method and applicable processing period in writing. It will be handled through a verifiable method, preferably the original method where possible; bank processing times may vary.

8. Existing bookings and complaints

More favourable conditions or rights already acquired with an earlier booking will be respected. Updating this policy will not add retrospective charges. If you booked through an agency or platform, also request handling through that channel and review the accepted conditions, without waiving rights against the provider.

Send supporting documentation to our email if there is a disagreement. You may seek guidance or complain to Pro Consumidor and approach the competent authorities. See also Terms & conditions.