This document contains the operational policies that apply to Occidental Travel services, including reservations, cancellation, refunds, service delivery, payment, currency, privacy, and payment security. These policies are intended to be published on the website and made available to customers before payment.
These Service Policies apply to tourism services offered or coordinated by Occidental Travel A.B., S.R.L., including excursions, airport transfers, private transportation, hotel reservations, travel packages, car rental coordination, and other tourism-related services.
These policies are separate from the Terms and Conditions. The Terms and Conditions provide the general legal framework, while these Service Policies explain the operational rules that apply before, during, and after the service.
All bookings are subject to availability and confirmation by Occidental Travel. A service is considered confirmed only when the customer receives written confirmation through an official channel such as email, WhatsApp, booking message, or other authorized communication method.
The customer must provide all information required to process the booking, including customer name, contact details, service date, number of passengers, pickup location, hotel name, room number when applicable, flight details for transfers, and any special request relevant to the service.
If the customer does not provide the required information on time, Occidental Travel may be unable to confirm or execute the service. In such cases, the company is not responsible for delays, missed pickups, incorrect scheduling, or loss of service caused by missing or inaccurate information.
Services may require full payment or a deposit before confirmation, depending on the service type and booking conditions. The customer will be informed of the required payment amount before the service is confirmed.
Once payment is received and the service is confirmed, Occidental Travel will send the customer confirmation details. These may include service date, pickup time, pickup location, meeting point, included items, exclusions, customer instructions, and any important operational notice.
If payment is not completed or is rejected, the reservation may not be confirmed. Occidental Travel is not obligated to hold availability for unpaid or incomplete bookings.
Unless otherwise stated, prices are listed in United States Dollars (USD). Depending on the payment gateway, banking processor, or issuing bank, the final charge may appear in Dominican Pesos (DOP) or another currency according to the applicable exchange rate and banking rules.
The customer acknowledges that exchange rates, international card fees, bank fees, and currency conversion charges are determined by banks or payment processors and are not controlled by Occidental Travel. Any such charges are the responsibility of the customer unless otherwise required by applicable law.
Customer Cancellations:
Cancellation requests must be submitted in writing through an official communication channel. The cancellation time is calculated based on the scheduled service date and local time in the Dominican Republic.
Company or Supplier Cancellations:
Occidental Travel or its suppliers may cancel, postpone, or modify a service due to weather conditions, maritime restrictions, road conditions, safety concerns, operational issues, supplier availability, force majeure, or instructions from public authorities
When the company cancels a service before execution for reasons not caused by the customer, the customer may be offered one of the following options, depending on the circumstances and supplier conditions:
Non-Refundable Situations
Refunds may not apply in situations including but not limited to No Show, late arrival, refusal to follow safety instructions, incorrect customer information, voluntary withdrawal during the service, intoxication, disruptive behavior, denial of access by a supplier due to customer conduct, or failure to meet participation requirements previously communicated.
Refund Processing Time
Approved refunds are generally processed within 5 to 10 business days after approval. The time required for the refund to appear in the customer account may vary depending on the issuing bank, card network, payment processor, or international banking procedures.
Refunds are normally issued through the original payment method unless Occidental Travel expressly approves another method.
Because Occidental Travel provides tourism services, delivery is considered completed when the contracted service is executed, made available, or provided according to the confirmed booking details.
For excursions and tours, delivery generally includes coordination of the activity, transportation when included, access or participation in the tour when applicable, and execution of the itinerary as reasonably possible under the circumstances.
For transfers, delivery generally includes driver assignment, pickup at the confirmed location, transportation according to the confirmed route, and drop-off at the destination agreed in the booking.
For hotel or package reservations, delivery generally includes confirmation of the booking, communication of reservation details, and coordination with the relevant supplier according to the applicable supplier conditions.
The customer must be ready at the confirmed pickup time and location. Pickup times may vary due to traffic, hotel access rules, route logistics, weather, or other operational factors. Occidental Travel will make reasonable efforts to communicate changes when possible.
If the customer is not present at the agreed pickup location within the waiting period communicated by Occidental Travel or the supplier, the customer may be considered a No Show and may lose the service without refund.
For airport transfers, the customer must provide correct flight number, arrival or departure time, terminal, airline, and contact information. Occidental Travel is not responsible for transfer issues caused by incorrect or missing flight details.
Some tourism services depend on weather, sea conditions, road conditions, attraction availability, supplier operations, and safety restrictions. Occidental Travel reserves the right to modify, reschedule, or cancel services when safety or operational conditions require it.
Rain alone does not always mean a service will be canceled. The decision to operate, modify, or cancel depends on supplier policies, safety assessment, official restrictions, and the nature of the activity.
Each service description may include specific inclusions and exclusions. Common inclusions may include transportation, guide, lunch, entrance fees, boat transportation, equipment, or other items depending on the selected service. Items not expressly listed as included are not included unless confirmed in writing by Occidental Travel.
The customer should review the service description and confirmation details carefully before payment and before the service date.
Requests to change the service date, passenger count, pickup location, service type, route, or itinerary are subject to availability and supplier approval. Additional charges may apply depending on the requested change and the time of the request.
Occidental Travel will make reasonable efforts to accommodate changes, but changes are not guaranteed unless confirmed in writing.
Minors must be accompanied by a responsible adult unless otherwise expressly agreed in writing. Parents or guardians are responsible for supervising minors during services and ensuring compliance with safety rules.
Age restrictions, child prices, infant conditions, car seat availability, or activity limitations may vary by service and supplier. Customers must request and confirm such details before booking.
Customers are responsible for their personal belongings, including passports, phones, bags, cameras, money, jewelry, luggage, and travel documents. Occidental Travel is not responsible for lost, forgotten, stolen, or damaged personal items unless required by applicable law.
For transfers, luggage capacity must be confirmed in advance. Additional luggage, oversized items, sports equipment, or special baggage may require a larger vehicle or additional charges
Customers must follow all safety instructions provided by guides, drivers, staff, suppliers, hotels, attractions, or public authorities. Failure to follow safety instructions may result in denial of participation or removal from the service without refund.
Customers must inform Occidental Travel before booking of any medical condition, pregnancy, disability, mobility limitation, allergy, recent surgery, or other situation that may affect participation. Some activities may not be suitable for all customers.
Occidental Travel collects personal information necessary to process bookings, provide customer service, coordinate tourism services, verify payments, communicate with customers, and comply with legal or operational requirements.
Personal information may include name, email address, telephone number, hotel or pickup location, flight details, travel dates, passenger information, service preferences, and payment confirmation details. Occidental Travel does not sell customer information.
Customer information may be shared only when necessary to provide the service, such as with transportation providers, tour operators, hotels, guides, payment processors, or other suppliers involved in the booking. The company may also disclose information when required by law or competent authority.
Customers may contact Occidental Travel to request assistance regarding their personal information, subject to applicable legal, operational, and record-keeping requirements.
Occidental Travel values secure payment processing. Payments made through the website or approved payment channels are processed through secure payment gateways or financial service providers. Occidental Travel does not store or retain full credit card or debit card information on its own systems.
Payment information is handled by the payment processor according to its security procedures and applicable payment industry standards, including PCI-DSS where applicable. The website may use SSL encryption to help protect information transmitted online.
Customers are responsible for using authorized payment methods and for notifying their bank immediately in case of suspected unauthorized transactions, lost cards, stolen cards, or fraudulent activity.
After a successful payment, Occidental Travel may issue a payment receipt or booking confirmation showing relevant details such as receipt number, date, customer name, service purchased, service date, amount paid, payment method, transaction status, and company contact information.
The receipt confirms payment but does not replace any official fiscal invoice that may be required under Dominican tax regulations. Fiscal invoices, when applicable and requested, may be subject to additional information required by the Dominican tax authority.
If a customer believes there is an error in a charge, the customer should contact Occidental Travel first so the issue can be reviewed. The customer should provide receipt number, transaction details, service date, and a clear explanation of the concern.
Fraudulent chargebacks or disputes related to properly delivered services may result in cancellation of pending services, denial of future bookings, recovery of costs, and submission of supporting documentation to the payment processor or bank.
Customers may contact Occidental Travel for support, changes, cancellations, complaints, or service questions through official communication channels. To review a claim efficiently, the customer should provide the booking name, receipt number, service date, customer contact information, and details of the situation.
Occidental Travel will review claims in good faith according to these Service Policies, supplier conditions, payment records, communication history, and applicable law.
These Service Policies should be linked in the website footer and made available before checkout. Customers should be required to accept the Terms and Conditions before completing online payment.
