Grupo Palo Alto LLC Refund Policy
Effective Date: May 15, 2025
At Grupo Palo Alto LLC, we want you to be thrilled with your travel plans. But sometimes, life happens, and you need to cancel or change things. This Refund Policy explains how refunds and cancellations work for our group tours, MICE events, and VIP programs. If you’re confused, give us a shout at +1 650-645-5149 or [email protected].
Cancellations by You
Notify Us Early: Let us know in writing (email to [email protected]) if you need to cancel. The sooner, the better!
Refund Rules: Refunds depend on when you cancel and the type of booking:
More than 60 days before departure: Full refund, minus a $200 admin fee per person (non-refundable deposits might also apply).
30–60 days before departure: 50% refund, unless your booking says otherwise.
Less than 30 days: No refunds, sorry—our suppliers lock us in by then.
Custom VIP Programs: These often have stricter rules, since they’re tailored. We’ll spell out refund terms in your booking agreement.
Partial Cancellations: If only some folks in your group cancel, we’ll refund their portion based on the above timeline, but the trip price for the rest might change (e.g., if group size affects rates).
Cancellations by Us
If we have to cancel a trip (super rare, think major weather or safety issues), we’ll:
Offer a full refund, including deposits, within 14 days, or
Suggest a similar trip or future credit, if you prefer.
We’re not responsible for extra costs, like non-refunded flights you booked separately, but we’ll help you navigate those.
Changes to Your Booking
Want to tweak your trip (like changing dates or destinations)? Contact us, and we’ll try to make it work. Changes depend on availability and supplier rules.
You might owe extra fees for changes, like airline penalties or higher hotel rates. We’ll let you know upfront.
If we change your itinerary (e.g., due to unforseen events), we’ll offer comparable alternatives at no extra cost. If that’s not possible, you can request a refund for the affected portion.
No-Shows
If you miss your trip without telling us, we can’t offer a refund or credit. Make sure to keep us in the loop!
Travel Insurance
We strongly suggest getting travel insurance to cover unexpected cancellations, medical emergencies, or lost luggage. We can recommend providers, but it’s up to you to arrange it.
How Refunds Work
Refunds go back to your original payment method (e.g., credit card) within 14 business days of approval.
If a third party (like an airline) is involved, their refund timeline might slow things down, but we’ll keep you updated.
Contact Us
Got questions about refunds or need to cancel? Reach out:
Email: [email protected]
Phone: +1 650-645-5149
Address: 660 Stanford Shopping Center, Palo Alto, CA 94304, US
We’re here to help make things as smooth as posible!