Our terms and conditions (T&C) of Sale are detailed in this document. All of our reservations are subject to the Venezuelan Laws and submitted to the jurisdiction of the court of Merida. When you make a reservation with Trekking Venezuela, you are accepting the T&C. If there is a contradiction between the T&C mentioned in our itineraries or travel documents and those posted on Trekking Venezuela website, the latter shall prevail.

To confirm your reservation, you must pay:

• -Half of the total cost of the reservation price.
• -Full payment must be received 15 days before the arrival date.

As long as we have not received the required amount, the registration form or any information on dates, international fights, and so on, there will not be any legal commitments or obligations. If full payment is not received on time, the reservation will be cancelled.

Tours are strictly nominative and travelers cannot transfer their trip to another person.

III.I - Introduction

To cancel your reservation, please notify your travel insurance company and Trekking Venezuela in writing; you have to explain the reasons for cancellation. Please read your travel insurance policy carefully and contact your insurance company to find out about the conditions and type of coverage you are entitled to as well as the documentation required to obtain an refund for your cancelled trip. Trekking Venezuela will provide all relevant documents whenever required by your insurance company.
All refunds will be processed within 12 weeks after cancellation. Claims must be sent to this address: Urb. Santa Catalina Alta, parte media, sector Los Mangos – Municipio Libertador – Parroquia Jacinto Plaza 5101 Merida – Merida - Venezuela. Please do not hesitate to contact us if you have a complaint. Contacting us during your tour is the easiest way for us to answer your complaints and seek the best solution. If we cannot solve your problem before your return to your home country, you should contact us within 28 days after the end of your tour programme in Venezuela. If there were still any disputes, they shall be submitted to the local court of Merida.

III.II - Cancellation by the Traveller

• 1- 1/2 of the total cost of the trip will be held up to 15 days before the trip .
• 2-If cancellation is made less than 15 days prior to starting your tour, Trekking Venezuela will not refund the amount of the reservation under any circumstances.
• 3-In case of NO SHOW, your money will not be refunded. Trekking Venezuela will give you the best solution for you to start your tour programme as soon as possible. Transport, accommodation, excursions and other unused services caused by this delay are non-refundable.

III.III - Cancellation by Trekking Venezuela

If cancellation made by us is due to unpredictable events like any political turmoil resulting in massive riots or any other dangerous situations for our clients, Trekking Venezuela will provide you with all the required documentation for you to make a claim on your travel insurance policy. If you have not taken out an insurance policy, Trekking Venezuela will assume no liability for this, and your money will not be refunded.

Customers or travellers will have to pay for additional costs in case trips need to be modified because of natural disasters or any other reason out of Trekking Venezuela control such as political or social unrest, hurricane, flight changes, etc. There will not be any refund for services that have not been used such as accommodation, meals and transport. There will not be any refund once the trip has started. Trekking Venezuela will provide you with the necessary documentation for you to make a claim on your travel insurance policy. This travel agency is acting as a mere agent for suppliers in selling travel-related services, or in accepting reservations or bookings for services that are not directly supplied by this travel agency (such as air and ground transportation, accommodation facilities, meals, tours, boat trips, etc.). Trekking Venezuela is responsible for the correct performance of all travel services included in the Programme and will have to provide assistance to the traveler in case of trouble.

This agency, therefore, shall not be responsible for breach of contract of any intentional or careless actions or omissions on part of such suppliers, which result in any loss, damage, delay, or injury to you or your travel companions or group members; especially, if these are caused by the following:
1) technical or mechanical failure;
2) negligence, mistake or omission of any staff member at a hotel, restaurant, boat, or any other company that provides any of the services included in our tours;
3) terrorist attacks, war (including civil-war), civil unrest, robberies and any type of street violence;
4) bad weather conditions;
5) inability to obtain documents, passports, visas and health permits valid until the date of return (In this case, cancellation fees will be assessed if necessary);
6) disrespect and disobedience to directions and norms;
7) cancellation or modification, for whatever reason, of any of the services included in our travel services;
8) health problems or disability.

Trekking Venezuela reserves the right to cancel or modify any of our travel services at its sole discretion, unless otherwise stated below:
Flights can be included at the request of the customer. Trekking Venezuela shall not be liable for cancellation, delay and overselling by airlines. Trekking Venezuela shall not be responsible for any sudden incident that occurs before boarding the airplane. You will be subject to the airline policies at that moment.

Trekking Venezuela reserves the right to cancel your tour completely or partially if we consider something could jeopardise the comfort and security of our tourists. Trekking Venezuela shall not be liable for additional fees and loss beyond our control.

People who participate in our tour programmes do it at their own risk. Trekking Venezuela shall not be liable for damages and costs caused by accidents or accidental deaths in any of our tour programmes. Many of our activities such as white-water rafting, long treks through the jungle are not suitable for people with serious health problems, including mental or physical disability. Our customers shall be under an obligation to select any of our activities according to their mental and emotional capacities.

It is the customer’s obligation to inform Trekking Venezuela of those physical conditions (age, disability, chronic disease, etc.) that may negatively affect the outcome of our services.

Trekking Venezuela reserves the right to modify your transport services, accommodation, itinerary and the schedule of activities if we find justifiable reasons to do it; for example, in case of social unrest, bad weather conditions, natural disasters, security problems, cancellation of flights, missed flights, schedule changes for transport systems such as airplanes, buses, etc.

Customers or travellers will have to pay for additional costs in case trips need to be modified because of natural disasters or any other reason out of Trekking Venezuela control such as political or social unrest, hurricane, flight changes, etc. There will not be any refund for services that have not been used such as accommodation, meals and transport. There will not be any refund once the trip has started. Trekking Venezuela will provide you with the necessary documentation for you to make a claim on your travel insurance policy.

Trekking Venezuela is not liable for the possible consequences affecting your tour programme due to airport closures, bad weather conditions, war, strikes, changes in the types or models of airplanes and other important situations. The fees and costs generated by modifications in your tour programme will be paid by the traveller and no refund will be given for lost benefits.
Travellers whose names are listed on the information form must have a valid passport and visa. It is your responsibility to make sure that all of your documents are valid for each destination. Contact your host country's nearest consulate to determine visa requirements. If you are planning to visit other countries before or after visiting Venezuela, verify the visa requirements for each of those countries. All of the passports need to be valid 6 months prior to your trip. You are liable for fines, penalties and fees charged for invalid documents.
Risks and insurance: Venezuelan current security situation, remote medical centres and activities done in your trip involve certain risks that you are consciously accepting. Transport companies in Venezuela have their own insurance and are solely responsible for damage in case of accidents. Trekking Venezuela works only as an intermediary and always chooses safe and approved transport companies. Trekking Venezuela does not provide insurance. We strongly recommend that the client be fully covered by medical or travel insurance, which should include hospitalisation, repatriation, accident coverage, trip cancellation, and emergency evacuation.

V.I - Introduction

You are required to buy your own international flights. We often have to make your itinerary without information on your international flights. If you fail to provide your flight details, even when you have already accepted our proposed itineray, the subsequent changes related to your flight schedules will be your responsibility.

V.II - What should I do if I am in a difficult situation?

The first thing you should do is contacting the person who is responsible for your tour; that is to say, your driver and/or your tour guide. In addition, our tourists have a 24/7 helpline available throughout your visit.

V.III - Trekking Venezuela is responsible for the following:

• - We will provide you with logistical support while you are visiting Venezuelan no matter how difficult the situation you are going through is.
• - We will provide you with financial support while you are visiting Venezuela if you are having a problem with national transport services; that is, if they are delayed or cancelled, or if you have missed a domestic flight, bus, etc. This support will not be provided if you have intentionally or unintentionally caused those transport issues; for example: falling asleep, taking the wrong gate at the airport, etc.

V.IV - Trekking Venezuela is not responsible for the following:

• -Financial consequences produced by a problem with international flights that were not purchased at our travel agency (delays, cancellation, luggage problems, etc.). Your insurance company should provide you with solutions on this matter.
• -Financial consequences caused by having missed an international flight due to a problem with Venezuelan transport services. Your insurance company should provide you with solutions on this matter.
• -Claims for refunds and compensations for lost benefits and changes in our services if they have been caused by a problem with transport in Venezuela. Your insurance company should provide you with solutions on this matter.
• -Financial consequences for having missed a flight because you did not show up at the check-in counter at the recommended time before departure time (2 hours for domestic flights and 5 hours for international flights).

V.V - What specific solutions can you carry out?

First of all, we have to look for available flights to your main destination or to secondary destinations near the main one. If all of the flights are full, you will have to consider staying overnight at a hotel or transferring to your destination by land.

Passengers are responsible for problems that may arise when boarding the airplane for not having the required documentation to travel to Venezuela; especially, if this documentation does not depend on Trekking Venezuela

Claims concerning to airlines must be filed with the airline claim department.

The price of your holiday packages will not be subject to surcharges except for the following cases:
• Fluctuations in transportation fairs
• Exchange rates fluctuation.
• Increase in government taxes or entry fees.
Trekking Venezuela will absorb any increase of less than 5 % in the gross price of your stay, and no additional fees will be charged to tourists. For any increase over 5% in the gross price of your stay, there will be a surcharge. You can decide whether to hold or cancel your reservation within 14 days after the date you receive the notification by email, you can get a refund based on the “cancellation” section of the T&C.