Terms & conditions

  • Please read these terms and conditions carefully before booking a trip.

    These terms and conditions apply to any trip, excursion, or service provided by the tour operator REGENERACIÓN TRAVEL AGENCY RGTA S.A.S, with RUC 1591728695001 and legal address at Calle Francisco Robles and Vía Archidona, Barrio San Luis Alto, Tena, Ecuador.

    The tour operator is duly registered with the Ministry of Tourism of Ecuador under registration certificate No. 1591728695001.001.4011566.

    Contact email: contact@r-e-generacion.com

    Booking any of our trips implies full acceptance of these general conditions, which are considered automatically incorporated into the contract without the need for written transcription.

    Making a reservation

    Booking your adventure with us is easy ! You can reserve your spot through any form available on our website, via email at contact@r-e-generacion.com, or through WhatsApp at +593 96 918 1797.

    Once we receive your reservation request, we will reach out to provide you with detailed service information and final pricing. If you accept our offer, we will send a payment request for either 50% or 100% of the total trip cost, depending on whether the trip is scheduled to start in less than 30 days. In some cases, full payment may be required upfront due to supplier conditions. The deposit amount and any remaining payments will be confirmed at the time of booking.

    Your reservation is confirmed as soon as we receive your deposit. The remaining balance (50%) must be paid at least 30 days before the trip start date. If payment is not received by the due date, your reservation will be canceled. Cancellation fees are explained in the ‘Modifications and Cancellations’ section.

    Travel documents will be sent via email and/or WhatsApp once the final payment is received and all services included in the booking have been confirmed.

    Booking conditions

    • All prices are listed in US dollars (USD) per person and include applicable taxes.

    • Each tour and excursion specifies included and excluded services. Any service not explicitly mentioned as ‘included’ is considered ‘not included.’

    • Any additional expenses incurred during the trip, such as extra services or beverages, are the customer’s responsibility.

    • We understand that plans may change, but please note that no refunds will be issued for services not used during the trip.

    Payment methods

    You can make payments conveniently via credit or debit card through PayPal, Xoom, Wise, Revolut, bank transfer or cash deposit in a Pichincha bank ATM. Any additional transfer fees are the responsibility of the customer and may vary depending on the payment method used.

    For last-minute bookings made within 30 days of departure, full payment is required at the time of booking.

  • Cancellation policy

    We understand that unexpected situations may arise. If you need to cancel your trip, the following refund conditions apply:

    • 30+ days before departure: Full refund of the deposit

    • 14 to 29 days before departure: 25% refund of the initial deposit (refund applies to the deposit only, not the full amount paid)

    • Less than 14 days before departure: 50% refund of the initial deposit (refund applies to the deposit only, not the full amount paid)

    • Less than 5 days before departure: No refund of the total amount paid. However, we can assist with changing the travel dates. Please note that there may be additional charges or penalties for this change depending on the supplier's policies.

    Cancellation policy for full payments

    If a customer chooses to pay the full cost of the trip at the time of booking, the following cancellation policy will apply:

    • 30+ days before departure: Full refund of the total amount paid.

    • 14 to 29 days before departure: 50% refund of the total amount paid.

    • Less than 14 days before departure: 25% refund of the total amount paid (to cover processing and supplier fees).

    • Less than 5 days before departure: No refund of the total amount paid. However, we can assist with changing the travel dates. Please note that there may be additional charges or penalties for this change depending on the supplier's policies.

    Exceptions and force majeure

    • No penalties will be applied by ReGeneración if the cancellation is due to the customer’s death. We will make every effort to avoid any cancellation penalties from suppliers, but please note that some suppliers may still apply cancellation fees depending on their policies. If penalties are incurred by suppliers, we will contact the relevant person associated with the reservation and inform them of any fees that may need to be paid.

    • In cases of force majeure (e.g., tsunamis, terrorist attacks, natural disasters, political unrest, government-imposed travel restrictions, or other major disruptions), the tour operator is not liable for cancellations and is not obligated to refund trip costs. However, depending on the situation, we will do our best to help negotiate postponement of some or all activities.

    Cancellation during the trip

    • If you need to cancel your trip after it has started, we will assist you in exploring possible solutions. However, refunds are not guaranteed, and any outstanding payments remain your responsibility.

    • If cancellation is due to an accident or serious illness, we will provide assistance in obtaining potential reimbursements from suppliers. Please note that we cannot guarantee refunds, as they depend on the policies of each supplier.

  • Customer obligations

    To ensure a smooth experience, customers must provide all requested information accurately and on time. Any issues or additional costs arising from incorrect or delayed information are the customer’s responsibility.

    For everyone’s safety and enjoyment, we kindly ask customers to follow the guidance of our dedicated team, including tour leaders and guides. If a customer’s health, fitness level, or behavior poses a risk to their own safety or the well-being of others, we reserve the right to exclude them from the trip without a refund. Additionally, engaging in any criminal activity, such as causing damage to property or harm to others, will result in immediate removal from the tour without reimbursement.

    Liability for damages

    Customers are responsible for any damage or loss they cause during the trip. Payment for damages must be made immediately to the affected party, accommodation provider, or tour operator. To protect against unforeseen situations, we strongly recommend having adequate travel insurance.

    Code of conduct

    • We strive to create a welcoming and respectful environment for all travelers. Any behavior that threatens this experience may result in removal from the trip, without a refund.

    • The tour operator reserves the right to cancel future bookings for customers who fail to meet participation or behavioral standards.

    • Customers must respect the natural environment and biodiversity. Any actions that negatively impact the environment will not be tolerated.

  • Travel insurance

    We strongly recommend that all travelers obtain comprehensive travel insurance to cover potential risks, including but not limited to:

    • Trip cancellations: To protect against unexpected cancellations.

    • Medical emergencies: Coverage for accidents, medical treatments, and evacuation if needed.

    • Personal liability: Protection in case of injury or damage caused to others or property during the trip.

    • Unforeseen circumstances: Travel insurance should also cover other unforeseen disruptions, such as delayed flights or natural disasters.

    Customers are encouraged to contact their insurance provider for options that best suit their needs.

    Changes to terms of service

    The tour operator reserves the right to update or modify these terms at any time. Customers will be informed of any changes that may affect their reservations.

    By booking with ReGeneración, customers acknowledge that they have read, understood, and agreed to these terms of service.