Cancellation &
Refund Policy
First of all, thank you for choosing Roatán Exclusive for your upcoming visit to our beautiful island!
We truly appreciate the trust you have placed in our local team. Whether you're visiting Roatán aboard a cruise ship or staying on the island, we're excited to be part of your Caribbean experience.
We understand that travel plans can sometimes change. That's why we've created a clear and flexible cancellation and refund policy to help you book your private experience with confidence.
Please take a moment to review the following information before your scheduled visit. Our team is always happy to help if you have any questions.
Free Cancellation
Cancel at least 24 hours before your scheduled experience and receive a full refund.
Cruise Ship Protection
If your cruise ship is unable to dock in Roatán, you'll receive a full refund of your payment.
We're Here to Help
Unexpected situations happen. Our team is available to assist with cancellations, changes and special circumstances.
Booking & Payment Options
We want booking your Roatán experience to be simple and convenient. When reserving directly with Roatán Exclusive, you can choose the payment option that works best for you.
Pay in Full
Pay the total amount of your reservation in advance using an accepted credit card, debit card or PayPal.
Your payment secures your reservation, allowing you to enjoy a smoother check-in experience upon arrival.
Reserve with $50 USD
Secure your private tour or excursion with a $50 USD deposit at the time of booking.
The deposit is applied toward your total reservation amount, and the remaining balance is payable upon arrival in Roatán.
Please note: Whether you choose to pay in full or reserve with a deposit, the cancellation conditions described below apply to your reservation.
Cancellation Policy
We understand that schedules and travel arrangements may change. To keep things fair for our guests and the local guides and drivers assigned to each reservation, the following conditions apply.
24 Hours or More Before Your Tour
You may cancel your reservation at least 24 hours before the scheduled start time and receive a full refund.
This includes the $50 deposit or the full amount paid in advance.
No cancellation penalty applies when the required notice is provided.
Less Than 24 Hours Before Your Tour
Cancellations made within 24 hours of the scheduled service are not eligible for a refund.
This includes same-day cancellations and reservations secured with a deposit.
Documented medical emergencies may qualify for an exception, as explained below.
Important: How Is the 24-Hour Period Calculated?
Cancellation deadlines are calculated according to your scheduled tour or pickup time in Roatán, Honduras (Central Standard Time, UTC−6). We recommend contacting us as soon as you know your plans have changed.
When You're Eligible for a Full Refund
Your peace of mind matters to us. Certain situations are beyond your control, and we believe you shouldn't have to worry about losing your payment when these circumstances prevent your experience from taking place.
Your Cruise Ship Cannot Dock in Roatán
If your cruise ship is unable to dock in Roatán due to weather, operational changes, a canceled port call or any other reason determined by the cruise line, you will receive a 100% refund of the amount paid for your reservation.
This applies whether you paid the $50 deposit or the full tour amount.
If possible, please notify us once your cruise line officially confirms that the ship will not visit Roatán.
Documented Medical Emergencies
If a medical emergency prevents you from participating in your scheduled experience, you may qualify for a full refund.
To request this exception, official medical documentation must be provided by the cruise ship's doctor or a certified healthcare provider.
Please contact our team as soon as possible so we can review your situation and assist with your request.
Unsafe Weather or Operating Conditions
Your safety is always our priority. If severe weather, unsafe sea conditions or other safety concerns require Roatán Exclusive to cancel your booked experience, we will offer a full refund for the canceled service.
If your schedule allows, we may also offer the opportunity to reschedule or modify your experience instead.
Please note that light rain or a weather forecast alone does not automatically require cancellation when an activity can safely proceed.
What If My Cruise Schedule Changes?
We know that cruise itineraries can change, sometimes with very little notice. Our team regularly works with cruise passengers and understands the importance of coordinating your excursion around your ship's schedule.
If your cruise ship arrives later than expected, changes its arrival or departure time, or makes adjustments to its port schedule, please contact us as soon as possible.
Whenever feasible, we will adjust your pickup time or itinerary to accommodate the updated schedule.
Our Back-to-Ship Commitment
For confirmed cruise shore excursions, we carefully plan your experience around your ship's arrival and departure schedule. Our goal is to have you back at the cruise port at least 90 minutes before your ship's scheduled departure. This allows you to enjoy Roatán without feeling rushed.
Reservation Changes & Rescheduling
Need to change your tour date, pickup time, number of guests or selected activities?
Simply contact our team as early as possible with your reservation details and the changes you would like to make.
We will do our best to accommodate your request, depending on guide availability, transportation, activity schedules and any applicable price differences.
Please Keep in Mind
Changes and rescheduling requests are subject to availability and are not automatically guaranteed. Requests made close to the scheduled service time may be limited by existing operational arrangements. A request to reschedule does not automatically cancel an existing booking.
How Refunds Are Processed
If your reservation qualifies for a refund under the conditions outlined above, our team will assist you with the process.
Contact Our Team
Send us your reservation name, scheduled tour date and booking confirmation details. Let us know the reason for your cancellation.
Refund Review
Our team will verify that your request meets the cancellation conditions and review any required documentation.
Refund Issued
Once approved, we normally initiate your refund to the original payment method within one business day. Your bank or payment provider may take approximately five business days to display the funds.
Refund Payment Method
Refunds are normally issued through the original payment method used for the reservation. The time required for funds to appear in your account depends on your bank, card issuer or payment provider.
Frequently Asked Questions
Here are answers to some of the most common questions we receive about cancellations, payments and changes to private tours.
Is my $50 deposit refundable?
Yes. Your $50 deposit is fully refundable when you cancel at least 24 hours before your scheduled experience. It is also refundable if your cruise ship is unable to dock in Roatán or another qualifying exception applies.
What happens if I cancel the same day?
Same-day cancellations are non-refundable under our standard cancellation policy. Documented medical emergencies may qualify for an exception.
Will I receive a refund if my cruise skips Roatán?
Absolutely. If your cruise ship does not dock in Roatán, we will issue a full refund for your reserved excursion, including any deposit paid.
What if my cruise ship arrives late?
Please let us know as soon as possible. We will work with you to adjust the pickup time or itinerary whenever the new port schedule makes this possible.
Can I change my reservation instead of canceling?
Yes, you may request a reservation modification or a different tour date. Changes depend on availability and must be confirmed by our team.
What if someone in my group becomes sick?
Contact us as soon as possible. Medical emergencies supported by official documentation from a ship's doctor or certified healthcare provider may qualify for a refund exception.
What if it rains on the day of my tour?
Many experiences can still operate safely in light rain. If weather or sea conditions make your booked activity unsafe and Roatán Exclusive must cancel it, we will offer a refund for the canceled service or a rescheduling option when available.
How long does a refund take?
Approved refunds are normally initiated within one business day. Depending on your payment provider, it may take approximately five business days for the funds to appear in your account.
Do these conditions apply to every service?
These are the standard conditions for private tours, shore excursions and transportation reservations made directly with Roatán Exclusive.
Car rentals, vacation accommodations or certain third-party services may have separate booking conditions. Please review the terms associated with your specific reservation.
Questions About Your Reservation?
We're here to make planning your Roatán visit as easy as possible. If you need to cancel, reschedule or simply have a question about your booking, our team is just a message away.
Thank you again for trusting Roatán Exclusive. We look forward to welcoming you to our beautiful island and creating a memorable experience together!
Roatán, Bay Islands, Honduras
[email protected]
WhatsApp: +504 9299-6921