Terms of Service, Delivery Policies, and Cancellation Terms

1.1. These Terms of Service, Delivery Policies, and Cancellation Terms (“Agreement”) govern all reservations, purchases, transfers, private passenger transportation, and guided excursion services provided by Safe Transportation (“Company,” “we,” “us,” or “our”) within the territory of the Republic of Panama.

1.2. This Agreement constitutes a legally binding commercial contract of adhesion entered into between the Company and the purchasing passenger or client (“Client,” “Passenger,” or “you”). The contractual relationship is governed by the laws of the Republic of Panama, including the Commercial Code of Panama, Law 45 of October 31, 2007 (Consumer Protection and Fair Competition), Law 51 of July 22, 2008, as amended by Law 82 of November 9, 2012 (Electronic Commerce and Data Messages), and executive regulations overseen by the Consumer Protection and Competition Defense Authority (ACODECO).

1.3. Submission of a booking request and completion of the associated payment signifies that the Client has read, understood, and agreed to the specifications, inclusions, exclusions, and legal terms set forth herein. An official Spanish version of these terms is maintained for statutory compliance under Article 74, Numeral 5 of Law 45 of 2007; in the event of administrative or judicial interpretation, Panamanian public policy mandates that the interpretation most favorable to the consumer shall govern.

Section 2: Bookings, Pricing Transparency, and Electronic Perfection

2.1. Contract Perfection: A reservation is formally confirmed and legally perfected only upon verified receipt of full payment through our authorized payment processors, merchant banking gateways, or designated bank transfers.

2.2. Service Description and Pricing: All tours, transfers, and transportation packages are delivered as specified in the published service descriptions on our official booking channels. In accordance with Article 36 of Law 45 of 2007, pricing disclosures clearly communicate all applicable inclusions, exclusions, route details, and mandatory taxes. The Company will not impose undisclosed fees, unexpected fuel surcharges, or hidden booking fees after payment verification.

2.3. Electronic Confirmations: Upon payment confirmation, an electronic booking receipt and voucher will be transmitted automatically to the email address provided by the Client. Pursuant to Law 51 of 2008, electronic data messages and digital confirmations possess full legal validity, probative force, and functional equivalence to traditional physical printed documentation.

Section 3: Service Delivery, Boarding Validation, and Identity Verification

3.1. Boarding Procedures: To board the transport vehicle or embark on a tour, the Passenger must present proof of reservation alongside valid government-issued photographic identification (e.g., passport, national identification card, or Panamanian cédula).

3.2. Presentation Media: In accordance with modern electronic commerce standards, proof of reservation may be displayed in digital format (including PDF documents, electronic mail confirmations, or mobile application screens viewed on a smartphone or electronic device) or in clear printed physical format.

3.3. Assistance and Verification Guarantee: The failure to present a physical or digital voucher will not result in the automatic cancellation of the service or the forfeiture of booking funds. If a Passenger cannot display an electronic or physical voucher at boarding, Company personnel and tour guides will cross-reference the Passenger’s identity against the internal manifest and digital booking records. Once identity and booking validity are reasonably established, service delivery will proceed.

Section 4: Customer Cancellations and 100% Refund Policy

4.1. Full Refund (100%) Standard: A Client may cancel a confirmed reservation and receive a full one hundred percent (100%) refund of the total purchase price paid, provided that the formal cancellation notice is transmitted to and received by Safe Transportation at least twenty-four (24) hours prior to the scheduled service start time.

4.2. Notice Computation: The 24-hour notice window is measured backwards from the official pick-up or departure time designated in the confirmed booking itinerary, calculated under the local time of the Republic of Panama (UTC/GMT-5).

4.3. Exclusion of Financial Penalties: For timely cancellations complying with the 24-hour requirement, no merchant processing fees, credit card transaction deductions, or administrative penalties will be withheld. The gross sum paid by the Client will be refunded in full, adhering to Panamanian consumer standards prohibiting unauthorized payment surcharges.

4.4. Late Cancellations (Notice under 24 Hours): If a cancellation notice is received less than twenty-four (24) hours prior to the scheduled service start time, the booking price will not be refunded. This retention constitutes liquidated operational damages to offset fixed logistical allocations, scheduled vehicle dispatching, assigned driver and guide work shifts, and non-recoverable third-party commitments that cannot be re-marketed within 24 hours. 

4.5. No-Show Conditions: If Passengers fail to arrive at the agreed pick-up location, hotel lobby, or terminal within the established grace period (10 minutes for standard transfers or activities; 60 minutes for flight-monitored airport arrivals), the booking will be registered as a “No-Show.” Company staff will make reasonable operational attempts to contact the Passenger via the messaging or telephone data provided. If the Passenger remains unreachable, the vehicle must depart to honor downstream schedules, resulting in the forfeiture of the booking without monetary refund.

Section 5: Rescheduling and Service Modifications

5.1. Timely Rescheduling Requests: A Client may request to reschedule a confirmed booking to an alternative date, or exchange the booking for an alternative service of equal value, without incurring administrative change penalties, provided the request is received at least twenty-four (24) hours prior to the original departure time.

5.2. Operational Conditions: All rescheduling is subject to equipment availability, operational capacity, and guide assignments. If the requested alternative tour or service carries a higher standard price, the Client shall pay the net difference. Rescheduling requests received less than 24 hours prior to service execution will be evaluated on an emergency operational basis, but cannot be guaranteed.

Section 6: Cancellations and Postponements Initiated by the Company

6.1. Operational and Force Majeure Disruptions: In the event that Safe Transportation must cancel, reschedule, or substantially modify a service due to severe meteorological events, maritime safety directives (avisos de prevención issued by SINAPROC or the Panama Maritime Authority), governmental transit closures, force majeure, mechanical malfunctions, or unforeseen safety risks, the Company will promptly notify the Client using the contact details provided.

6.2. Remedies Guaranteed to the Client: Whenever a service is canceled, suspended, or made unfeasible by Safe Transportation or external force majeure conditions, the Client is entitled to select one of the following remedies:

• Full Restitution: An immediate and complete one hundred percent (100%) monetary refund of the full price paid, returned to the original payment source without deductions; or

• Rescheduling: Mutual rescheduling of the tour or transfer to an alternative date or time mutually agreed upon by the parties, at no additional charge; or

• Service Exchange: Allocation of an alternative excursion, tour, or transfer of equivalent commercial value.

  6.3. Prohibition of Retentions: The Company explicitly disclaims and revokes any policy clause that retains partial funds, applies administrative fees, or deducts credit card charges when an excursion or transfer is canceled or postponed by the Company. Consideration paid for unrendered commercial obligations will be refunded in full.

Section 7: Formal Notification Protocols and Processing Timelines

7.1. Approved Communication Channels: To establish an authentic, time-stamped record compliant with Law 51 of 2008, all cancellation, rescheduling, and refund requests must be delivered through our verified corporate channels:

• Electronic Mail: Transmit a written notification to info@SafeTransportation.tours stating the Client’s full name, booking ID/order number, and the explicit request (e.g., “Cancellation Request” or “Rescheduling Request”) in the subject line.

• Corporate WhatsApp / Mobile Support: Transmit a verified data message to +507 63700603 detailing the booking identification and the requested adjustment.

  7.2. Administrative Execution: Safe Transportation will process and acknowledge approved refunds within three (3) to five (5) business days following confirmation. Depending on the settlement schedules of acquiring banks and the Client’s card-issuing financial institution, credit balances typically reflect on billing statements within five (5) to ten (10) business days. The Company will provide the Client with an electronic transaction refund voucher (comprobante de anulación) as legal confirmation of execution.

Section 8: Passenger Conduct, Safety Directives, and Carrier Discretion

8.1. Safety Mandates: All passengers must observe safety regulations mandated by the Panamanian Transit and Land Transportation Authority (ATTT) and maritime transport authorities, including seatbelt use, compliance with lifejacket protocols on watercraft, and adherence to guide instructions.

8.2. Carrier Discretion and Refusal of Service: The Company reserves the right to deny service or discontinue transportation to any individual whose behavior presents a direct hazard to safety, involves violent disruption, demonstrates severe chemical impairment or intoxication, or infringes the rights of other passengers and staff. In such situations involving passenger misconduct, the Company is relieved of delivery obligations, and no refund will be issued.

Section 9: Dispute Resolution, ACODECO Jurisdiction, and Applicable Law

9.1. Governing Law: This Agreement is governed by, construed, and enforced exclusively in accordance with the substantive and procedural laws of the Republic of Panama.

9.2. Administrative Consumer Recourse: In the event of an unresolvable dispute regarding service quality, refunds, or contract interpretation, the Client reserves the non-waivable statutory right to present an administrative complaint before the Consumer Protection and Competition Defense Authority (ACODECO) under the procedures set forth in Law 45 of October 31, 2007.

9.3. Judicial Jurisdiction: For all judicial controversies arising from this Agreement that cannot be settled amicably or through administrative conciliation, the parties submit to the exclusive jurisdiction of the ordinary courts of the Judicial District of Panama City, Republic of Panama.