Refund and Returns Policy

REFUND & CANCELLATION POLICY

RESERVATION CONDITIONS

ATITRANS PANAJACHEL offers shuttle transportation, private transfers, tours, excursions, and travel programs in Guatemala.

Every reservation is subject to availability and the conditions confirmed at the time of booking. Only the services expressly included in the reservation are covered.

Personal expenses, optional services, travel insurance, medical or evacuation expenses, and passenger-requested modifications are not included unless previously confirmed.

CANCELLATION AND REFUND SCHEDULE

For tours, circuits, and travel programs, the following refund schedule applies:

  • 30 days or more: 100% refund
  • 29–15 days: 80% refund
  • 14–7 days: 50% refund
  • 6–2 days: 30% refund
  • Within 24 hours: 10% refund
  • No-show: No refund

For shuttle and transportation services, a cancellation made 4 days or more before departure qualifies for a 50% refund.

The remaining 50% is retained as a cancellation charge.

Cancellations made less than 4 days before departure and no-shows are non-refundable.

Unused services or portions of a reservation are not refundable.

CHANGES TO THE SERVICE

Transportation schedules and travel programs may sometimes need to be adjusted.

ATITRANS PANAJACHEL reserves the right to modify routes, schedules, vehicles, pickup or drop-off points, accommodations, or itineraries when required by weather, traffic, road conditions, construction, closures, security situations, government restrictions, force majeure, or other circumstances beyond reasonable control.

Similar or equivalent services may be provided when necessary.

LUGGAGE

Each passenger may bring one carry-on bag and one suitcase.

Additional luggage is charged at US$5 per additional piece, subject to available space.

Passengers should inform ATITRANS PANAJACHEL in advance about oversized, bulky, or additional luggage.

Passengers remain responsible for their personal belongings.

If baggage loss or damage is directly attributable to ATITRANS PANAJACHEL, liability is limited to 10% of the documented actual value, unless a higher value was declared in advance and the applicable additional charge was paid.

Fragile, perishable, or specially handled items are not covered by this responsibility.

PROHIBITED ITEMS AND ANIMALS

The transportation of drugs, illegal substances, compressed gases, hazardous materials, or other prohibited items is not permitted.

Dogs, cats, and other animals are not permitted unless specifically authorized in writing before the service.

RESPONSIBILITY

ATITRANS PANAJACHEL is not responsible for delays, schedule changes, vehicle changes, route modifications, missed connections, or interruptions caused by traffic, accidents, weather, road construction, closures, demonstrations, public disturbances, government restrictions, force majeure, or third parties.

The company is also not responsible for theft, robbery, assault, vandalism, or loss of personal belongings caused by third parties.

INSURANCE

Transportation vehicles operate with the insurance required under applicable Guatemalan regulations.

Insurance claims are subject to the applicable policy, including its coverage, limits, exclusions, and procedures.

PASSENGER REQUIREMENTS

Passengers must provide complete and accurate information when making a reservation.

Any special requirements, dietary needs, mobility considerations, additional luggage, or other circumstances that may affect the service should be communicated in advance.

Failure to provide relevant information may result in additional charges or modifications to the service.

ATITRANS PANAJACHEL
Panajachel, Sololá, Guatemala

Last Updated: September 2026