Cancellation & Refund Policy

1. Scope of application and calculation rules

1.1. A single policy for the entire Platform. This Policy applies to all Tours and all Bookings, with no exceptions per Tour or per Host: Hosts may not set cancellation conditions different from those provided here, whether more favorable or more restrictive, and any cancellation condition that a Listing, a message or a communication were to purport to introduce outside this document shall be deemed not written. It applies regardless of the channel through which the Booking was created or managed — website, mobile application, AI Assistant or messaging channels (WhatsApp, Instagram, Facebook Messenger) —, including Bookings created by Guests through those channels. The Policy binds both the Traveler and the Host from the moment the Booking is perfected, and its single character guarantees that the cancellation conditions do not vary depending on the Tour chosen or the channel used.

1.2. Document hierarchy and prevalence. In the event of any discrepancy between the documents that make up Turs's contractual framework, the order of precedence is as follows: (i) the particular conditions of the Booking accepted in the breakdown shown before paying and in its confirmation; (ii) this Cancellation Policy; (iii) the Privacy Policy, within its subject matter; and (iv) the Terms of Service. Likewise, in the event of any discrepancy between this Policy and any information obtained through other means — including responses from the AI Assistant —, the content of this document and the breakdown shown before payment prevail.

1.3. Moment of the Booking. For the purposes of calculating the time periods in this Policy, the moment the Booking is made is understood to be the moment the system records its creation: in instant booking mode, upon completing the Booking request; in Host-approval mode, upon submitting the request. That moment is recorded in the Booking details accessible from your Account.

1.4. Moment of cancellation. The moment of cancellation is understood to be the moment the system records the cancellation request through the Platform's enabled channels. Messages addressed to the Host, verbal communications or any statement made outside the Platform do not have the effect of cancelling a Booking, regardless of their content or of the response they receive. This requirement is not a formality: only the record on the Platform gives the moment of cancellation a certain date and time, verifiable by both parties and by Turs, and prevents disputes over when the intention to cancel was expressed.

1.5. Time calculation and time zone. All time periods are calculated continuously, in hours or calendar days as indicated, in accordance with the official time zone of the Republic of El Salvador (America/El_Salvador). The time recorded by Turs's systems constitutes the reference evidence: those records are generated automatically at the moment of each operation, are kept associated with the Booking, and are the ones consulted in the event of a claim or dispute over compliance with a time period. In summary, each period runs as follows:

• The 24-hour period in clause 2.1 runs from the moment the Booking is made (clause 1.3).
• The 7-day period in clause 2.1 is measured from the moment of cancellation to the start date and time of the Tour.
• The 24-hour threshold for the Host's penalty (clause 3.2) is measured backwards from the start date and time of the Tour.
• The 48-hour request expiration period (clause 6.1) runs from the submission of the request to the Host.
• The 24-hour payment order expiration period (clause 6.2) runs from the creation of the instant booking or from the approval of the request, depending on the mode.

1.6. Cancellation through the AI Assistant. You can manage the cancellation of your own Bookings by conversing with the AI Assistant (presented on the Platform as the "Super Agent"). The Assistant applies exactly this Policy, asks for your explicit confirmation before executing the cancellation, and the cancellation produces the same effects as one made in the app or on the website. The AI Assistant cannot grant refunds outside this Policy: such requests are referred to review by our team.

1.7. Currency. All amounts referred to in this Policy are stated, charged and refunded in United States dollars (USD).

2. Cancellation by the Traveler

2.1. Dual-requirement rule. The Traveler is entitled to a refund of one hundred percent (100%) of the amount actually charged only when both of the following conditions are met simultaneously and cumulatively at the moment of cancelling:

1. The cancellation is recorded within 24 hours of the moment the Booking was made (clause 1.3), and
2. At the moment the cancellation is recorded, the Tour starts in 7 days or more.

Meeting only one of the two conditions does not give rise to any refund: both must be satisfied at the same time at the moment the system records the cancellation.

2.2. Consequence of non-compliance. If either of the two conditions is missing — you cancelled after the 24 hours, or the Tour is fewer than 7 days away —, the cancellation does not generate any refund. This rule applies objectively and automatically, regardless of the reason given: neither does justifying the cancellation improve the position of someone who does not meet the conditions, nor does the lack of a justification harm someone who does. The objective nature of the regime protects both parties equally — the Traveler does not need to explain their decision when cancelling within the time limits, and the Host can trust that a Booking close to the Tour will not be undone without economic consequences.

2.3. Scope of the refund.

• The refund covers the total amount actually charged, including the Traveler service fee.
• The transaction costs of the payment gateway may, where applicable, be deducted from the refunded amount.
• Only what was actually charged is refunded: if your payment had not yet been captured, the payment order is simply cancelled, with no refund to process and no charge of any kind.

2.4. No partial refunds. The regime described does not contemplate partial refunds, prorations, proportional credits, credits, vouchers or substitute compensation of any kind. The refund is either granted in full or not granted at all, with no intermediate situations and no alternative compensation formulas not provided for in this document.

2.5. Tour already started or past. It is not possible to cancel a Booking whose Tour has already started or already took place. Once the Tour has started, no refund of any kind is due, not even a partial one, for interruption or voluntary abandonment of the activity, for partial enjoyment of its contents, or for subsequent dissatisfaction with the experience; incidents in the provision of the Tour attributable to the Host are governed by clause 5.3.

2.6. Examples (El Salvador time).

• Example 1 — with refund: on Monday, August 10 at 9:00 a.m. you book a Tour that will take place on August 25. You cancel on Tuesday, August 11 at 8:00 a.m. Less than 24 hours have passed since the Booking and the Tour is 14 days away (7 or more): you receive a full refund of what was charged.
• Example 2 — no refund (Tour too soon): on August 10 at 9:00 a.m. you book a Tour scheduled for August 14 and you cancel that same August 10 at 10:00 a.m. Although you cancelled within 24 hours, the Tour is fewer than 7 days away: there is no refund.
• Example 3 — no refund (24-hour window expired): on August 1 you book a Tour scheduled for August 30 and you cancel on August 5. The Tour is more than 7 days away, but more than 24 hours have passed since you booked: there is no refund.

3. Cancellation or rejection by the Host

3.1. Full refund to the Traveler, always. If the Host declines your Booking request or cancels a Booking at any time, you are always entitled to a refund of one hundred percent (100%) of anything you were charged, regardless of the moment and the reason for the cancellation. If nothing had been charged — for example, a request pending approval —, there is no amount to refund.

3.2. Penalty for late cancellation. If the Host cancels less than 24 hours before the start of the Tour, in addition to the refund to the Traveler, the Host is subject to a penalty equal to 15% of the Base price of the Booking. For these purposes, the Base price is the price set by the Host for the Booking — per-person price multiplied by the number of people, or the flat group price, as applicable —, excluding platform commissions.

3.3. Example. A Tour starts on Saturday, August 15 at 8:00 a.m. If the Host cancels on Friday, August 14 at 9:00 p.m. (less than 24 hours before), the Traveler receives a full refund and the Host is subject to a penalty of 15% of the Base price. If the Host had cancelled on August 12, the Traveler still receives a full refund, but no penalty applies.

3.4. Collection of the penalty. The penalty is not debited immediately: it is deducted from the withdrawable amount of the Host's payouts. While the penalty is outstanding, the amount the Host can withdraw from their balance is reduced by the amount of the penalty; if the penalty exceeds the withdrawable amount, the Host will not be able to withdraw funds until it is covered.

3.5. Appealing the penalty. The Host may appeal the penalty by opening a case with Turs, providing the justification and documentation they consider relevant. It is advisable to submit the appeal without undue delay from the application of the penalty, to facilitate verification of the records and of the circumstances alleged. The Turs team will evaluate the circumstances and decide whether to waive or uphold the penalty, communicating its decision to the Host; if the appeal is upheld, the penalty is reversed and is no longer deducted from the withdrawable amount. If the Host does not open a case, the penalty becomes final.

3.6. Repeated cancellations. The repeated or unjustified cancellation of confirmed Bookings constitutes a breach of the Terms of Service and may lead, following an assessment of the relevant circumstances, to the temporary or permanent suspension of the Host's Account. Measures of this kind are adopted independently of the penalty in clause 3.2 and do not replace it.

4. No date changes

4.1. No rescheduling. The Platform does not offer the option to "move" or reschedule a Booking to another date or time. There is no date-change procedure, whether through the app, the website or the AI Assistant.

4.2. How to change dates. If you need a different date, the only path is to cancel your Booking in accordance with this Policy and create a new Booking for the desired date, subject to availability and to the price in force at that moment. Bear in mind that the cancellation of the original Booking is governed entirely by Section 2: if your Booking no longer meets the refund conditions, cancelling it means losing the amount paid. Weigh this rule before booking. Each Tour operates with limited spots per date and time; for that reason the rule is a single one, and any future change will be published as an update to this Policy.

5. No-shows and lack of contact

5.1. Traveler no-show. The Traveler's failure to appear (no-show) at the meeting point at the agreed time, without a prior cancellation recorded on the Platform, does not give rise to any refund. For all purposes, a no-show is treated as an out-of-time cancellation: the spot remained reserved, the Host organized the activity counting on your attendance, and the Platform received no cancellation that would have allowed that spot to be released.

5.2. Late arrivals. Arriving late may amount to a no-show: if the Tour has already departed and it is not possible to join it, the rule in clause 5.1 applies. Arrive punctually at the meeting point indicated in the Tour description; it is your responsibility to plan for travel times and for any transportation incidents attributable to you.

5.3. Non-provision attributable to the Host. If the Host does not show up or the Tour is not provided for a reason attributable to the Host, report it to Turs as promptly as possible through the in-app help center or by writing to info@turslatam.com, providing the available evidence (messages, photographs, location, arrival time or other elements). Early reporting is essential: it allows your account of events to be checked against the Platform's records while the information is available, and the alleged circumstance to be substantiated. Turs will assess the incident and, if verified, will process a full refund to the Traveler; it may also treat the breach as a Host cancellation for the purposes of Section 3, including the late-cancellation penalty where applicable.

6. Expiration of requests and payment orders

6.1. Requests with no response from the Host (48 hours). In approval mode, if the Host does not respond to your Booking request within 48 hours, the request expires automatically at no charge: you are not charged anything when you submit a request, so there is no amount to refund. The expiration is recorded in the system with its date and time, and from that moment the request can no longer be accepted; if you are still interested in the Tour, you can submit a new request.

6.2. Pending payment orders (24 hours). Pending payment orders expire after 24 hours, counted from the creation of the instant booking or from the approval of the request, as applicable. If you do not complete the payment within that period, the Booking is marked as expired and the spot is released. Expiration is not a sanction: it generates no charge or penalty of any kind for the Traveler.

6.3. Payment arriving for a cancelled or expired Booking. If a payment were to be processed when the Booking has already been cancelled or has already expired, it is automatically refunded in full to the payment method used, with no request or action of any kind required on your part. Under no circumstances does Turs retain a charge without a live Booking to support it: the correspondence between each charge and a live Booking is a structural principle of the Platform.

7. Cancellations and voidings decided by Turs

7.1. Grounds. Turs may cancel or void a Booking when any of the following circumstances arises:

• Reasonable indications of fraud, identity theft, use of unauthorized payment methods or suspicious activity.
• Substantiated risk to the safety of people or of the community of Users.
• Serious breach of the Terms of Service by either party.
• Pausing or removal of the Tour's Listing in accordance with the Terms of Service.
• Manifest and demonstrable technical error in the price, availability or configuration of the Listing, assessed in good faith.
• Supervening impossibility of providing the Tour, including force majeure events (Section 8) and orders from a competent authority.

7.2. Scope of the refund. In all these cases, the Traveler receives a full refund of what was actually charged for the voided Booking, except for the right to withhold payments linked to fraud provided for in the Terms of Service, and the cases in which the refund must be directed to the legitimate holder of the payment method. The voiding does not give rise to any additional compensation: indirect damages, loss of profit, travel or accommodation expenses, or lost opportunities are not compensated.

8. Force majeure and extraordinary circumstances

8.1. Grounds. The following are considered extraordinary circumstances, by way of illustration and not limitation: extreme weather events, natural disasters, orders or restrictions from a competent authority, and other events beyond the parties' control that make the Tour impossible or dangerous to carry out.

8.2. Host cancellation due to force majeure. A Host who is forced to cancel due to an extraordinary circumstance follows the general regime of Section 3: the Traveler always receives a full refund. If the cancellation occurred less than 24 hours before the Tour, the penalty in clause 3.2 applies by default, but the Host may appeal it by opening a case and providing supporting documentation (weather warnings, authority orders, or other evidence). The circumstance should be reported and the case opened as promptly as possible, while the facts can still be verified. Turs will evaluate each case in good faith and may waive the penalty when the circumstance is reasonably substantiated; the assessment of a specific case does not set a binding precedent for subsequent cases.

8.3. Voiding by Turs. When the extraordinary circumstance is of a general scope, Turs may directly void the affected Bookings in accordance with Section 7, with a full refund of what was charged to the Traveler.

8.4. Exclusions. The following are not considered extraordinary circumstances: changes in the Traveler's personal or professional plans, transportation incidents attributable to the Traveler, subsequent disagreement with the advertised conditions of the Tour, or later finding a cheaper offer. In those cases, the regime of Section 2 applies without exception.

9. Refund procedure

When a refund is due under this Policy, it is processed in accordance with the following rules:

9.1. Automatic issuance. The refund is issued automatically through the payment services provider and is necessarily directed to the same payment method used for the purchase. It is not possible to designate a different payment method or a different beneficiary: this rule protects the legitimate holder of the payment method and preserves the complete traceability of the operation, from the charge to the refund.

9.2. Issuer timeframes. Once the refund has been issued, the time it takes for the money to appear depends on the issuer of your card or wallet and on the interbank circuits involved; Turs has no ability to intervene in those timeframes. If, after a reasonable time, the amount does not appear, we suggest checking first with your issuing institution and, failing that, contacting us in accordance with clause 9.5.

9.3. Transaction costs. The transaction costs of the payment gateway may, where applicable, be deducted from the refunded amount (clause 2.3).

9.4. Amounts actually charged. Only amounts actually charged are refunded. If the payment was never captured, the payment order is cancelled without generating any charge or refund.

9.5. Manual review. If an automatic refund fails due to a technical issue, the case goes to manual review by our team, which will complete it with priority; you can check its status by writing to info@turslatam.com, indicating your Booking identifier. The technical issue does not extinguish your right to the refund: it only changes the channel through which it is completed.

10. Charges outside the cancellation regime

10.1. Shop items. Shop items added to a Booking do not form part of the price of the Tour for the purposes of this Policy. The conditions for charging, delivery, cancellation and refund of shop items will be defined and published in an update to this Policy before their charging is enabled.

10.2. Referral coupons. If your Booking was paid applying a discount coupon from the referral program, any refund that may be due is limited to the amount actually charged — that is, the already-discounted price. The discount applied does not convert into credit, a voucher, balance or any additional right of any kind, nor is the coupon used reinstated. The value of the discount applicable at any given time is the one the Platform displays when the coupon is applied, prior to payment.

11. Changes to this Policy

11.1. Applicable version. Each Booking is governed by the version of this Policy in force at the moment of payment or, if the Booking has not yet been paid, the version in force at the moment of its creation (clause 1.3).

11.2. Publication and notice. Changes to this Policy are published with an indication of their effective date. Substantial changes are communicated with reasonable advance notice through the Platform or through the contact channels associated with your Account.

11.3. Non-retroactivity. Changes do not affect Bookings already paid before they take effect: the conditions under which you paid are the ones that govern your Booking until its conclusion, whatever version is published afterwards.

12. Consumer rights, complaints and contact

12.1. Non-waivable rights. Nothing in this Policy limits the non-waivable rights granted to you by the Consumer Protection Law of the Republic of El Salvador and other applicable regulations. In the event of any conflict between this Policy and a mandatory consumer protection rule, the rule prevails.

12.2. Complaints. If you believe that the application of this Policy to your specific case has not been correct, you can open a ticket in the in-app help center or write to info@turslatam.com, indicating your Booking identifier and the information supporting your request. Submit your complaint without undue delay from the moment you become aware of the fact giving rise to it: the review relies on the system's records — moment of the Booking, moment of the cancellation, status of the charges and communications exchanged —, and verification is all the more reliable the closer it is to the fact complained of. The complaint does not by itself suspend the time periods or the effects provided for in this Policy, without prejudice to the outcome of the review.

12.3. Amicable resolution and Consumer Protection Office. Turs will endeavor to resolve every complaint amicably and within a reasonable time, informing you of the outcome of the review and its basis under this Policy. The foregoing does not limit your right to turn at any time to the Consumer Protection Office (Defensoría del Consumidor) of El Salvador or to the competent administrative and judicial authorities.

12.4. Contact. Turs Technologies LLC, 1007 N. Orange St., 4th Floor, Suite 1382, Wilmington, Delaware, United States. Email: info@turslatam.com. More contact channels at turslatam.com/contact.