Cancellation & Refund Policy

At Aurexon Group GT we are committed to delivering high-quality travel experiences. Because most of our services (hotels, transport, guides, entrance fees and operators) are booked in advance, this policy sets out the terms for changes, cancellations and refunds in a transparent and even-handed way.

Requests must be sent in writing to the company's official email address.

Refund percentages apply to the amount paid by the customer, less any services that are non-refundable on our suppliers’ side.

Some services contracted with third parties may be non-refundable, including:

• Air tickets.
• National park entrance fees.
• Special events.
• Hotel bookings on non-refundable rates.
• Ground or sea transport tickets subject to supplier restrictions.

In these cases Aurexon Group GT will pass on to the customer only the terms set by the supplier.

Subject to availability, the customer may request changes to:

• Date.
• Number of participants.
• Start time.
• Itinerary.

Changes must be requested at least seven (7) days in advance.

A fare difference may apply when the new service costs more.

If the customer does not appear at the agreed place and time without prior notice, the booking is treated as a No Show and the right to a refund is forfeited.

Aurexon Group GT reserves the right to change the itinerary, the order of the activities, the schedule, the routes or the planned services, before the trip or while it is under way, when circumstances beyond our control make it necessary or advisable, including:

• Natural events: heavy rain, storms, volcanic activity, earthquakes, landslides, or the state of the roads and the lake.
• Political or social situations: demonstrations, road blockades, strikes, or orders from the authorities.
• Risks to the safety of the participants or the staff.
• Health emergencies, or the temporary closure of a site by whoever runs it.
• Unforeseen operational causes, such as a supplier, a guide or a vehicle becoming unavailable.

Every adjustment is governed by the safety of the participants. We will aim to replace the affected service with one of equivalent category and value, keeping the character and the length of the experience booked.

Decisions that have to be taken during the activity rest with the guide or the local coordinator, who may adjust, reschedule or call off part of the route for safety reasons.

We will tell you about any change as soon as we can, through the contact details you gave us when booking.

A change of this kind carries no additional charge from Aurexon Group GT and, where the experience is delivered substantially as booked, does not in itself give rise to a refund. If a service can neither be delivered nor replaced, the terms under “Cancellations by Aurexon Group GT” apply.

In exceptional cases we may cancel or modify a service because of:

• Extreme weather.
• Volcanic eruptions.
• Landslides.
• Safety risks.
• Road closures.
• Government orders.
• Force majeure.

In these cases the customer may choose to:

• Reschedule the experience at no extra cost (subject to availability).
• Receive a credit valid for the following twelve (12) months.
• Request the corresponding refund for services not delivered.

Aurexon Group GT is not liable for cancellations caused by circumstances beyond its control, including:

• Natural disasters.
• Pandemics.
• Strikes.
• Civil unrest.
• Government restrictions.
• National emergencies.
• Border closures.

In such cases we will work with our suppliers to find the best possible alternatives for our customers.

Approved refunds are processed within an estimated ten (10) to twenty (20) business days, depending on the payment method used and the policies of the financial institutions involved.

Bank or payment-processing fees are not refundable once they have actually been charged by third parties.

The customer is responsible for:

• Reviewing the itinerary carefully before travelling.
• Arriving on time.
• Carrying the required documentation.
• Disclosing any relevant medical condition.
• Following safety rules during the activity.

By booking any of the services offered by Aurexon Group GT, the customer acknowledges and accepts that certain tourist, recreational and adventure activities carry inherent risks that cannot be eliminated entirely, even when every reasonably applicable safety measure is taken.

The participant undertakes to follow at all times the instructions given by guides, drivers, coordinators, local operators and other authorised personnel, and to respect the safety rules, the regulations of the place visited and any restriction communicated before or during the activity.

Aurexon Group GT is not liable for injuries, accidents, losses, damages or any other consequence resulting, wholly or partly, from:

• Failure to follow the safety instructions given by authorised personnel.
• Reckless, rash or negligent acts by the participant.
• Voluntarily leaving the group or the authorised routes.
• Taking part in restricted or unauthorised activities or areas.
• Consuming alcohol, drugs or substances that impair the participant’s physical or mental capacity.
• Withholding relevant information about medical or physical conditions, or any circumstance that may increase the risk during the activity.
• Failure to comply with the laws, regulations or orders of the competent authorities.

The participant acknowledges that such conduct may cause serious injury, permanent disability or even death, and accepts that Aurexon Group GT assumes no liability where those consequences are the direct or indirect result of the participant’s own actions, omissions or decisions, provided the company has acted with reasonable diligence and has implemented the safety measures legally required of it.

Nothing in this policy limits or excludes any liability of Aurexon Group GT arising from negligence, wilful misconduct, breach of legal obligations or any other liability that cannot be excluded under applicable law.

By confirming a booking with Aurexon Group GT, the customer declares that they have read, understood and accepted this Cancellation & Refund Policy.