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Refund & Cancellation Policy
Last updated: February 2026
Policy Overview
This Refund & Cancellation Policy outlines the terms and conditions regarding cancellations, refunds, and modifications to shuttle bookings made through GuateShuttles. Please read this policy carefully before completing your booking.
By completing a booking with GuateShuttles, you acknowledge that you have read and understood this policy and agree to be bound by its terms.
No Cancellations Policy
All bookings are final and non-refundable. Once payment has been successfully processed and your booking is confirmed, no cancellations, refunds, or date changes are permitted under any circumstances.
This policy applies to all bookings, regardless of the reason, including but not limited to: personal changes in travel plans, illness or medical emergencies, flight cancellations, weather conditions, or change of mind.
Important Exception:
GuateShuttles may cancel a route shortly after booking if our operators are unable to fulfil it — whether due to force majeure events (natural disasters, government restrictions, and similar circumstances), insufficient passenger numbers, or other route-related issues. If this happens, you will be offered an alternative route or a full refund.
Modification Requests (At Our Discretion)
We know plans don't always go smoothly. If you need to change your travel date or route, reach out to us as soon as possible with your booking reference — we'll do our best to work with our operators and find a solution.
That said, modifications are not guaranteed. They depend on operator availability, and we're under no obligation to accommodate any change. If a modification is possible, applicable fees may apply.
To request a modification: Contact guateshuttles@gmail.com with your booking reference and details of your requested change.
No-Show Policy
If you do not appear for your scheduled shuttle pickup, your booking is considered a "no-show."
Consequences:
- Your booking is forfeited
- No refund will be issued
- No credit toward future bookings
If you are running late: Contact our support team immediately via WhatsApp. While we cannot cancel or refund your booking, we may be able to assist with alternative arrangements.
When Refunds May Be Issued
Refunds are only issued in the following limited circumstances:
- Route Cancellation: If GuateShuttles cancels the route because our operators are unable to fulfil it — due to insufficient passenger numbers or other route-related issues
- Force Majeure: If the route is cancelled due to natural disasters or government restrictions
- Duplicate Charges: If you are charged twice for the same booking due to a system error
- Payment Processing Error: If there is a technical error in payment processing
Refund Processing:
When a refund is issued, it will be processed to your original payment method within 5–10 business days.
Chargebacks and Fraudulent Disputes
Initiating a chargeback for a legitimate booking is considered fraudulent activity.
If you have a legitimate concern, please contact our support team FIRST before initiating any chargeback.
Consequences of fraudulent chargebacks:
- Permanent blocking of your account and email address
- Referral to our legal team for recovery of chargeback fees
- Potential civil and criminal legal action
Relationship to Terms of Service
This Refund & Cancellation Policy is part of and should be read in conjunction with our Terms of Service.
For additional information about our booking policies and liability limitations, please refer to our full Terms of Service.
Questions About Our Refund Policy?
If you have any questions, please contact our support team.
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