Find your journey

Terms of Use

Booking & Payment

Make your reservation whenever you are ready through the Poema Tours reservation page at www.poematours.com/reservation.

A 25% deposit is required to confirm your reservation. The remaining balance will be requested according to the payment schedule provided with your booking.

Cancellation by You

Your payment is 100% refundable up to 60 days before your scheduled travel date, subject to the applicable terms of your booking.

The final balance will generally be requested two months before travel.

For trips during the high season (April, May, June, September, and October) and for bookings involving 8 or more travelers, different cancellation terms may apply. Such bookings are refundable only up to 90 days before travel.

We strongly recommend purchasing travel insurance from a provider of your choice to protect your payments against unforeseen circumstances that may require you to cancel or modify your trip.

Changes Made by Poema Tours Before Travel

Occasionally, circumstances involving hotels, transportation providers, tour operators, attractions, or other suppliers may require changes to your itinerary.

Poema Tours reserves the right to make minor changes to your itinerary when reasonably necessary due to unforeseen circumstances or operational requirements.

If a significant change to your itinerary becomes necessary, we will inform you as soon as reasonably possible and work with you to find an appropriate solution.

Circumstances Beyond Our Control

Poema Tours cannot accept responsibility for compensation, reimbursement of expenses, losses, or other costs resulting from circumstances beyond our reasonable control that require us to modify, delay, or cancel any part of your tour or prevent us from providing the services as originally agreed.

Circumstances beyond our control may include, but are not limited to:

  • War or threat of war

  • Airport closures or major transportation disruptions

  • Epidemics or pandemics

  • Natural or nuclear disasters

  • Terrorist activity

  • Civil unrest

  • Industrial disputes or strikes

  • Severe or exceptional weather conditions

  • Government restrictions or other events beyond our reasonable control

Such circumstances may affect your ability or willingness to travel. We therefore recommend that you obtain appropriate travel insurance covering cancellation, interruption, medical expenses, and other unexpected travel-related events.

Your Responsibilities

We want every Poema Tours traveler to enjoy a safe, comfortable, and memorable experience. However, you are responsible for your own behavior and for the effect your actions may have on other travelers, our employees, guides, suppliers, and property.

If we, a guide, transportation provider, accommodation provider, or another authorized person reasonably believes that your behavior:

  • Seriously disturbs or may disturb other travelers or staff;

  • Creates a risk to your safety or the safety of others;

  • Causes damage to property;

  • Violates applicable laws or regulations; or

  • Makes you unfit to safely continue the tour;

we may take reasonable steps to protect the safety and wellbeing of everyone involved, including ending your participation in the tour.

In such circumstances, you may be prevented from continuing to use accommodation, transportation, activities, or other travel arrangements included in your booking. To the extent permitted by applicable law, Poema Tours will not be responsible for refunds, compensation, additional transportation, accommodation, or other costs arising from such termination.

You are also responsible for taking reasonable care of any accommodation, vehicles, equipment, or other property provided to you during your trip.

Any damage, breakage, defect, or loss caused by you or a member of your traveling party should be reported to the appropriate person as soon as possible. You may be responsible for reasonable costs associated with repairing or replacing damaged property, including applicable legal or administrative costs.

Alcohol consumption is permitted where legally allowed and appropriate; however, it must be undertaken responsibly. Poema Tours will not be responsible, to the extent permitted by law, for injury, loss, damage, or other consequences resulting from your impaired judgment or behavior, including where alcohol contributes to such circumstances.

If the behavior of you or a member of your traveling party causes a transportation diversion, interruption, property damage, or other additional expense, you may be responsible for the reasonable costs incurred as a direct result of that behavior.

Poema Tours cannot accept responsibility for the actions of other travelers or for facilities or services that are withdrawn or affected as a result of their actions.

Complaints

We aim to provide every traveler with a high-quality experience.

If you are dissatisfied with any aspect of your tour, please contact Poema Tours, our local representative, or your tour guide as soon as possible, preferably while you are still traveling.

Reporting an issue promptly gives us the best opportunity to investigate the situation and take reasonable steps to resolve the problem during your trip.

We will make every reasonable effort to address your concerns and reach an appropriate solution.

WhatsApp