RESERVATION POLICY

  1. What happens if I don't arrive on time for the event I booked?

    We recommend arriving 5 minutes before the time indicated on your reservation. If you encounter any issues and arrive late, we have a 10-minute grace period.

    After this time, you can check with our team about your available options, including rescheduling your experience at no additional cost or, when possible, joining a tour that is already in progress.

  2. What happens if I can't attend the event I booked?

    Please contact us as soon as possible to discuss your booking options.

  3. Can I reschedule my visit?

    Yes. You can request to reschedule your reservation, subject to availability of time slots and the selected experience.

  4. How far in advance can I reschedule my appointment?

    Preferably at least 24 hours in advance. The new date and time will be subject to our schedule's availability.

  5. How can I modify or cancel my reservation?

    You can request modifications or cancellations through our customer service representatives:

    •WhatsApp
    • Phone
    • Email
    • In person at the Experiencia store – Galerías Santo Domingo. To process your request, you must provide the reservation details: customer name, date, time, experience, and number of people.

  6. If I can't attend and give advance notice, will I get a refund for my reservation?

    Refunds are not typically offered for reservations. However, in special or sensitive situations, or in cases of force majeure beyond the control of the customer or the store, the case may be reviewed and a refund processed.

  7. What documentation or proof of reservation should I present on the day of the tour if I changed my reservation?

    We recommend that you present your reservation confirmation or a form of identification.

  8. How can I cancel my reservation if I can’t attend?

    Please contact us through any of our official channels and provide your reservation details so our team can process your request.

    • More than 24 hours in advance: Cancellations are non-refundable. Alternatively, you can request to reschedule your experience at no additional cost, subject to availability.
    • Less than 24 hours in advance: In cases of special, sensitive, or force majeure situations, the case may be evaluated on an individual basis. Depending on the situation, a refund may be considered or, alternatively, the experience may be rescheduled at no additional cost.

  9. What happens if the event or tour is canceled by the company or due to weather conditions?

    If the experience must be canceled bythe companyor dueto weatherconditions that prevent it from taking place, you will be offered the option to reschedule the visit.

    You may be offered a special benefit or discount on in-store purchases or on a future experience, in accordance with the conditions established for each case.

  10. Can I request a refund for my ticket?

    Refunds will be considered only in special situations or cases of force majeure, which will be evaluated on a case-by-case basis.

  11. Can I transfer or assign my reservation to someone else if I can't go?

    Yes. The reservation can be assigned to a family member or friend. You must notify our store in advance and provide the information of the person who will attend in place of the reservation holder.

  12. What happens if I buy more than one ticket and one of my guests doesn't show up?

    You can let the store staff know about the situation. The guest who couldn't attend will be able to reschedule their visit individually, while the rest of the group's reservation remains in effect.

  13. Is there an administrative fee or penalty for changing the date or details of my reservation?

    No. Changing the dateor language does not incur any additional cost; we simply recommend that you notify our team through our usual channels.

  14. If applicable—How and when will I receive my refund?

    In cases where    a refund is approved, the corresponding process will begin once the request has been validated. The process may take up to 1 month, depending on administrative procedures and the payment method used.