Política de reembolso

1. Scope and Application

This policy applies to all tourism services sold by ROA LIVE through roatanlive.com or any official sales channel, including:

• Guided tours — snorkeling, scuba diving, land excursions, marine wildlife observation, and similar activities.
• Transfers — ground transportation to/from Coxen Hole pier, Juan Manuel Gálvez Airport, and hotels on the island.
• Day passes — access to beach properties, pools, and amenities in Roatán (Kimpton Grand Roatán and other partner establishments).
• Premium experiences and special packages — night snorkeling, certified scuba diving, VIP packages, and exclusive activities.

This policy has been drafted in accordance with the Honduran Consumer Protection Law (Decree 24-2008) and the Tourism Law (Decree 103-93).

2. Consumer Rights

In accordance with Article 8 of the Consumer Protection Law (Decree 24-2008), every consumer has the right to:

• Receive the service under the conditions, quality, and characteristics offered at the time of booking.
• Be clearly, truthfully, and promptly informed about service conditions, restrictions, and cancellation policy before making a payment.
• Obtain a full refund when the service is not provided due to reasons attributable to ROA LIVE.
• File complaints without retaliation or conditioning on future bookings.

3. Client Cancellation Policy

Deadlines are calculated in hours before the scheduled start time of the service:

4. Cancellation by ROA LIVE

If ROA LIVE must cancel a service, the client will be entitled to a full refund or, at their choice, to reschedule at no additional cost. Reasons may include:

• Adverse weather conditions compromising safety (tropical storms, hurricanes, official alerts from the Honduran Merchant Marine).
• Mechanical failure or accident involving the assigned vessel or vehicle, with no immediate substitute available.
• Insufficient minimum number of participants, when applicable.
• Order from a competent authority (SAG, ICF, Navy, Roatán Municipality) preventing operations.
• Duly documented force majeure or act of God.

ROA LIVE will notify the cancellation as early as possible using the contact details provided at the time of booking.

5. Cruise Ship Itinerary Changes

If the vessel skips its Roatán port call by decision of the cruise line, the client will receive a full refund of the amount paid, regardless of the notice period. The client must notify ROA LIVE as soon as possible, providing official communication from the cruise line as supporting documentation.

6. Non-Refundable Services and Charges

The following items are not subject to refund, unless otherwise required by law:

• Processing fees charged by third-party payment gateways (Stripe, PayPal, etc.), duly disclosed prior to payment.
• Bookings for limited-season or restricted-capacity experiences expressly labeled as "Non-Refundable" at the time of purchase.
• Services already partially rendered at the client's explicit request, unless ROA LIVE is in breach.

7. How to Request a Refund

1. 1Submit your requestSend your request to info@roatanlive.com with: full name, booking number, service date, and reason for cancellation. For force majeure, please attach supporting documentation.
2. 2AcknowledgmentROA LIVE will confirm receipt within 24 business hours.
3. 3ResolutionWe will review your case and communicate our decision within a maximum of 5 business days from acknowledgment.
4. 4Refund processingApproved refunds are credited via the original payment method within 10 to 15 business days from approval, depending on your financial institution's processing times.

8. Dissatisfaction with the Service

If the service was not delivered under agreed conditions, the client may file a complaint within 5 calendar days after the service date. ROA LIVE will offer, as applicable:

• Full or partial refund proportional to the proven impact.
• Rescheduling of the service under equivalent or superior conditions.
• Store credit for future services.

If no agreement is reached, the client may contact the Directorate General of Consumer Protection (DGPC) of Honduras, pursuant to Articles 104–110 of Decree 24-2008.

9. Force Majeure and Acts of God

ROA LIVE shall not be liable for failure to fulfill its obligations when such failure is a direct consequence of force majeure or acts of God, including natural phenomena (hurricanes, earthquakes), pandemics declared by a competent authority, government actions, civil unrest, or any event beyond ROA LIVE's reasonable control.

In these cases, ROA LIVE will offer the client, at their choice: (a) rescheduling at no additional cost, or (b) a credit equal to the amount paid. A cash refund will be pursued where circumstances allow.

10. Policy Updates

ROA LIVE reserves the right to update this policy at any time. Any changes will be published on roatanlive.com with at least 15 days' notice before taking effect.

11. Governing Law and Jurisdiction

This policy is governed by the laws of the Republic of Honduras. For disputes that cannot be resolved amicably, the parties agree to submit to the jurisdiction of the competent courts of the Bay Islands department, Honduras, without prejudice to the consumer's right to contact the DGPC.