Bookings
Cancellation and refund policy
These rules explain when you can cancel a booking and how refunds are calculated for activities paid online.
June 26, 2026
72 h or more
If the activity allows free cancellation, a full refund may apply.
Between 72 h and 24 h
A partial refund may apply according to the current activity policy.
Less than 24 h
No refund applies, unless expressly stated or required by applicable law.
Scope
This policy applies to bookings made on New Tours for excursions, activities, tickets, transfers, and services published on the site.
Some activities may have more restrictive or more flexible specific conditions. When they exist, they will be shown on the activity, checkout, or booking confirmation.
General refund rules
- Activities with free cancellation: full refund when cancellation is requested 72 hours or more before service start.
- Activities with free cancellation: partial refund between 72 hours and 24 hours before service start. The current percentage is shown in the user's account when cancelling.
- Less than 24 hours before service start: no refund.
- Activities without free cancellation: they may be cancelled if the service has not started, but they do not generate a refund.
No-show and late arrivals
No-show, arriving after the informed time, or being unable to participate due to incorrect traveler data may result in losing the service without refund.
How to cancel
- Sign in and open My bookings.
- Select the upcoming booking you want to cancel.
- Review the estimated refund amount and confirm cancellation.
- If you cannot access your account, contact support with the booking number and email used.
Refund processing
When applicable, New Tours requests the refund through the same payment provider used for the purchase, currently dLocal Go for enabled online payments.
Credit timing may depend on the payment method, issuer, bank, country, currency, and provider controls.
Cancellation by New Tours or the provider
If New Tours or the provider cancels an activity due to weather, safety, force majeure, lack of capacity, operational impossibility, or authority decision, we will offer rescheduling, an equivalent alternative, or refund as applicable.