Cancel inside the window and you are refunded in full. Cancel after it and no refund is due. There is no partial tier — the rule is deliberately simple, so you always know where you stand before you book.
01The cancellation windows
Cancel on or before the day shown and you receive a 100% refund. Cancel after it and no refund is due.
How the days are counted
- Counting runs back from the first day of your Experience — your arrival date for lodging, the activity date for a day visit.
- Calendar days, including weekends and holidays.
- The deadline falls at 23:59 Guatemala time (GMT−6) on the last day of the window.
Worked example. Your casita arrival is 15 June. Your window closes at 23:59 on 1 June — fourteen days before. A cancellation sent on 1 June is refunded in full. One sent on 2 June is not.
The window that applies to your booking is stated in your confirmation email. Where a booking combines lodging with a day add-on, the lodging window governs the whole booking.
02How to cancel
Email bookings@elvaryn.travel with your booking reference in the subject line.
Include your full name and the email address used to book. You do not need to give a reason.
What counts as the cancellation time
The time your email arrives in our inbox — not when we reply. You will get an automatic acknowledgement immediately; keep it, as it is your timestamp. We confirm the outcome within five business days.
Cancellations must be in writing. A phone call, a WhatsApp message to an operator, or a conversation with staff on site does not cancel your booking and does not stop the clock.
03How refunds are paid
Refunds go back to the card or wallet you paid with. We cannot refund to a different method, to a different person, or in cash.
| Stage | Timing |
|---|---|
| We confirm the outcome | Within 5 business days |
| We instruct Stripe to refund | Within 3 business days of confirming |
| Funds appear on your statement | 5–10 business days, set by your bank |
Refunds are issued in US dollars, the currency you were charged in. If your card is in another currency, the amount you receive depends on your bank's exchange rate on the day of the refund and may differ from what you originally paid. That difference is set by your bank, not by us.
04When we cancel
If we cancel your Experience for any reason, you receive a 100% refund regardless of timing. Where we can, we will offer you alternative dates first, and you are free to decline them and take the refund instead.
This covers cancellation for operational reasons, unsafe conditions, or a fault on our side. Refunds in this category are instructed within three business days.
If we made an error — a double booking, a price shown incorrectly, a confirmation we could not honour — you receive a full refund and we will tell you plainly what happened.
05Force majeure
Where an Experience cannot go ahead because of an event beyond reasonable control — volcanic or seismic activity, natural disaster, epidemic, civil unrest, closure of the destination by authorities, or an official travel prohibition affecting it — you receive a 100% refund, whatever the timing.
This applies to events that prevent the Experience from happening. It does not apply to ordinary weather. Rain, cloud, cold and reduced visibility are part of a mountain at 2,400 metres and are not grounds for a refund. If conditions make an activity unsafe, the Operator may adjust or substitute it, as described in section 08 of the Terms.
06No-shows and late arrival
If you do not arrive, no refund is due and the full amount is retained.
If you arrive late, you may join what remains of the Experience where that is practical, with no refund for the part you missed. Guided expeditions and transport depart at fixed times and cannot wait; a group that has departed cannot be rejoined.
Tell us as early as you can if you are running late. We will do what we can, but we cannot promise anything once a departure has left.
07Changing instead of cancelling
A change is not a cancellation and is not covered by the refund rule above.
| Request | Inside the window | Outside the window |
|---|---|---|
| Move to new dates | Free, subject to availability | Only if we can accommodate it |
| Reduce the number of guests | Free, difference refunded | No refund for the reduction |
| Add guests | Additional charge applies | Additional charge applies |
Write to bookings@elvaryn.travel with your booking reference. If we cannot accommodate the change, your original booking stands and the normal cancellation rule applies to it.
08Illness and emergencies
We know this is the hard case, so we would rather be clear than vague about it.
Illness, injury, a missed flight or a personal emergency do not change the cancellation window. If you cancel outside it, no refund is due. This is what travel insurance exists for, and we recommend buying it at the time you book rather than later.
One exception: in the event of the death of a guest or of an immediate family member, we refund in full regardless of timing. Write to support@elvaryn.travel; we will ask for documentation and will handle it quickly and without unnecessary questions.
09This is the only policy
Elvaryn sells these Experiences directly and is the contracting party for your booking. This policy is the only cancellation policy that applies to you. Whatever arrangements exist between Elvaryn and a local operator are internal to us and do not affect your refund rights.
Where a specific Experience carries a stricter condition — a private hire, a peak date, a chartered departure — that condition is shown prominently on the booking page before you pay and repeated in your confirmation. If it was not disclosed to you before payment, it does not apply to you.
10If you disagree with a decision
Write to support@elvaryn.travel with "Refund review" and your booking reference in the subject line. Include the date you sent your cancellation, your acknowledgement email, and why you think the outcome is wrong.
Someone other than the person who made the original decision will review it and respond within ten business days with reasons.
Please come to us before raising a chargeback with your bank. A chargeback freezes the transaction while it is investigated and usually delays a refund we would otherwise have paid quickly.
11Contact
Cancellations and changes
bookings@elvaryn.travel
Refund reviews and complaints
support@elvaryn.travel
Postal address
Elvaryn LLC
c/o Registered Agents Inc.
30 N Gould St, Ste R
Sheridan, WY 82801
United States
This policy forms part of our Terms and Conditions. The policy that applies to your booking is the one in force on the day you booked.