Cancellation & Refund Policy
We understand that travel plans can change. Hello Santa Teresa works with independent local providers, and cancellation terms may vary depending on the type of service, experience, rental, or accommodation you book. The cancellation policy that applies to your reservation will be displayed on the listing before you book. Please review it carefully before completing your reservation. If a provider cancels a confirmed booking and cannot provide a suitable alternative, you will be eligible for a refund of the amount paid through Hello Santa Teresa, subject to the terms of this policy.
Customer Cancellations
Each listing on Hello Santa Teresa has a cancellation policy that applies to that specific booking. Please review the cancellation policy shown on the listing before completing your reservation. If you need to cancel, please do so as soon as possible. Your eligibility for a refund will depend on the cancellation policy applicable to your booking and the time remaining before the scheduled start date or time. Cancellations made after the applicable cancellation deadline, as well as no-shows, may not be eligible for a refund. Any refund approved by Hello Santa Teresa will be returned to the original payment method. Payment processing times may vary depending on your bank or card provider.
Provider Cancellations
If a provider cancels a confirmed booking, the customer will be offered the option to reschedule when appropriate. If a suitable alternative cannot be arranged, the customer will be eligible for a full refund of the amount paid through Hello Santa Teresa. Providers are expected to keep their availability accurate and honor confirmed reservations. Repeated provider cancellations may result in a listing being suspended or removed from Hello Santa Teresa.