Terms & Conditions

1. Nature of the Service & Route Management

Go Arenal Travel specializes exclusively in private and shared ground transfers to Costa Rica's main destinations. By booking our services, you agree that:

• Routes, estimated travel times and scheduled technical stops may vary due to external factors beyond our direct control, such as traffic congestion, road accidents, public road maintenance or traffic regulations.
• The service includes safe transport from the agreed pickup point to the final destination specified in your confirmation, using vehicles that strictly comply with the country's current tourist transport permits.

2. Waiting Times, Delays & Punctuality

• Airport pickups: For transfers from international airports (Juan Santamaría or Daniel Oduber), the driver will wait a maximum of 60 minutes after the confirmed landing time. It is the client's responsibility to notify us immediately of significant flight delays or prolonged customs holds.
• Pickups at destinations / meeting points: A maximum waiting tolerance of 15 minutes is granted. After this time, without the passenger showing up or making contact, the service is considered a No-Show and the vehicle will leave to fulfill other itineraries.

3. National Parks, Attractions & SINAC Regulations

Many of our transfers are scheduled around client visits to protected areas (Arenal Volcano National Park, Manuel Antonio, Tenorio Volcano/Río Celeste, among others). In accordance with strict SINAC regulations:

• Park entries are nominative, non-transferable and subject to mandatory, strict government time slots.
• Go Arenal Travel transports the client to the chosen destination but is not responsible if the user misses their park entry time slot due to delays in their initial departure, the client's own procedures or unforeseen force majeure incidents on the road (landslides or preventive road closures).

4. Luggage & Lost Items

• Standard limit: Each passenger may transport the luggage they consider necessary for their stay in Costa Rica, provided it meets regular size requirements.
• Special luggage: Transport of bulky items (surfboards, bicycles, large boxes or excess luggage) must be notified and approved in advance at the time of booking to assign a vehicle with adequate space. We reserve the right to refuse undeclared luggage that compromises the vehicle's safety or physical capacity.

5. Onboard Conduct Rules

To ensure a safe, comfortable and pleasant trip for all passengers and our drivers, the following rules apply:

• 100% Smoke-free space: In strict compliance with Costa Rica's General Tobacco Control Law, smoking or vaping (e-cigarettes) is strictly prohibited in any of our vehicles.
• Alcohol consumption: Moderate consumption of alcoholic beverages onboard is permitted, provided respectful, clean behavior is maintained and it does not disturb the peace of the trip or compromise road safety.
• Right of admission: We reserve the right to deny boarding or cancel the service immediately, with no refund, to any passenger who is aggressively intoxicated, under the influence of illicit substances, or displays behavior that threatens the safety of the driver, other passengers or the vehicle.

6. Pet Friendly Policy

We love animals and are a Pet Friendly company! Your pets are welcome under the following guidelines:

• Mandatory notification: The client must inform us they are traveling with a pet at the time of booking to coordinate vehicle logistics.
• Safety and control: For road safety reasons, pets must travel safely, preferably in their carrier (kennel), with a safety harness, or otherwise under the absolute control of their owner in the assigned seat.
• Hygiene and damage: The owner is fully responsible for their pet's hygiene. Any direct material damage to the upholstery or extreme mess requiring special deep cleaning of the vehicle will incur an additional penalty charge.

7. Cancellations, Route Changes & Refunds

Any request to change the time, date or cancel must be made formally in writing through our official service channels:

8. Payments & Billing

• Card payments on our platform are processed with SSL/TLS security encryption.
• Refunds are subject to deduction of non-refundable bank processing fees from the payment gateway.

9. Contact