Our cancellation policy
Hi, I’m Marco. I know travel plans change. Flights get moved, someone gets sick, the weather turns, or you simply fall in love with a town and want to stay longer. I’ve been to more than 60 countries myself, so I’ve been on your side of this many times.
That’s why I want you to know exactly how cancellations work before you book with us, not after. No small print, no surprises.
How refunds work
This policy covers our day tours and multi-day tours in the Andes, like Cotopaxi, Quilotoa, Otavalo and Mindo. Jungle trips (Cuyabeno and the Amazon) and Galápagos trips work with lodges, boats and flights that have their own rules, so they have separate terms. We’ll always send you those terms with your quote, before you pay anything.
- More than 48 hours before your tour: you get 100% of your money back.
- Between 24 and 48 hours before your tour: you get 50% back.
- Less than 24 hours before your tour: we can’t offer a refund.
We count the time from the moment we receive your cancellation message, so if your plans change, let us know as soon as you can. The earlier you tell us, the more we can do for you.
A few other things to know
If you don’t show up
If you don’t make it to the meeting point at the agreed time, we can’t refund the tour. Our guides and drivers wait as long as they can, but the group has to leave on time so everyone gets their full day.
Cancelling on the day of the tour
Cancellations made on the day of the tour aren’t refunded.
Once the tour has started
After the tour begins, we can’t refund changes to the itinerary, leaving early, or parts of the tour you decide not to use.
Why we work this way
When you book, we reserve your seat with our drivers, guides and other local suppliers, and many of them charge us whether you come or not. A clear policy lets us keep our prices fair for everyone.
If something really unexpected happens
Life isn’t always fair, and I’m a person, not a policy. If something truly exceptional happens, write to us and tell us what’s going on. We look at every case individually, and where we can help, we will. I can’t promise a refund in every situation, but I can promise we’ll listen and be honest with you.
How to cancel or change your booking
Send us a message on WhatsApp at +593 97 998 4730 or email info@communitytravel.ec, with your name, tour and date. You’ll talk to a real person on our team in Quito. If you’d rather move your tour to another day than cancel, ask us first, as we can often find a new date for you.
If you booked through Viator, GetYourGuide or another platform, their own cancellation terms apply, and you can cancel through them.
For us it’s not about the sale. It’s about you having the best experience you can while you’re in Ecuador, and that starts with knowing what to expect.
Marco