Booking Terms & Conditions

1. CONTRACT

MacQueen’s Island Tours is a federally incorporated Canadian tour operator registered in the province of Prince Edward Island. As such, this contract is governed by Canadian law. To make a booking, you must be at least 18 years of age. When submitting your booking request, you guarantee your authority to accept our booking terms & conditions on behalf of yourself and/or others in your party. You accept responsibility to make all payments due in connection with your booking. When booking on behalf of another person, you also verify that you have obtained all required consents. Your booking is confirmed and our terms & conditions in effect upon receipt of the applicable deposit or payment amount and issuance of our confirmation statement (deposit) and/or invoice (payment in full).

2. DOCUMENTATION

It is each traveler’s personal responsibility to ensure their passport, visa and immigration requirements are compliant with local and international regulations. MacQueen’s Island Tours (WowCuba) assumes no responsibility for loss if travel plans are affected due to issues with required documentation.

3. HEALTH CONSIDERATIONS

It is each traveler’s personal responsibility to ensure their passport, visa and immigration requirements are compliant with local and international regulations. MacQueen’s Island Tours (WowCuba) assumes no responsibility for loss if travel plans are affected due to issues with required documentation.

MEDICAL INSURANCE

Cuban authorities require visitors to Cuba to carry medical insurance and all visitors to Cuba may be required to provide proof of valid medical coverage upon their international arrival to Cuba. It is each traveler’s responsibility to ensure valid medical coverage for the duration of their stay and the scope of their activities in Cuban territory. MacQueen’s Island Tours (WowCuba) is not responsible for advancing funds to clients for any medical expenses or expenses related to an illness or accident while traveling which may/may not be covered locally or post-travel by a client’s insurance provider.

CANADIANS

If a traveler is presently covered by a Canadian provincial insurance plan and wishes to purchase additional medical coverage for Cuba travel, it is suggested that the traveler contact travel medical insurance providers in their country of residence in advance of travel.

OTHERS

MacQueen’s Island Tours (WowCuba) suggests acquiring medical insurance from an approved agency in the traveler’s country of residence prior to arrival in Cuba. Travelers should check with their insurance company to ensure their policy is valid in Cuba or visit to the Asistur webpage for a list of approved agencies. Solways is an option for online purchase of a medical insurance policy for Cuba. Some US airlines include a basic medical insurance policy with flights, and travelers should carefully review how to use that policy locally, and be aware if it is activated in Cuban medical facilities with boarding pass presentation, or if they must collect receipts and submit post-travel for compensation consideration.

LOCAL COVERAGE

Medical coverage may also be purchased on arrival from the Cuban insurance company ESEN or Asistur for approximately $3/day. For anyone over 70 or anyone participating in high-risk activities, a supplement of approximately $2/day will apply. Asistur has desks at all international airports (prior to proceeding through the Cuban Immigration counters) as well as various provincial offices.

4. PROTECTION & CLAIMS

Founded in 1977, our organization is financially stable and sound. We have an excellent track record with the Better Business Bureau, and strive not only to ensure excellence in our service but also demand reasonable levels of service and compliance from our suppliers.

If a problem arises during your holiday and the service provider is unable to resolve it directly to your satisfaction, please immediately call or text our 24-hour emergency telephone +53 5272 1777 for assistance and advice on how to proceed. Our highly experienced destination representatives are often able to troubleshoot relatively quickly and get things back on track. If, for any reason, a post-service refund claim must be opened, then please follow up in writing to info@wowcuba.com within seven days of the incident providing a) your file # b) a brief explanation of the issue you encountered and c) any documentary evidence that we may require to present the claim to our ground handlers for reimbursement consideration. Locally documenting any breach in the delivery of confirmed services as described is essential to our being able to demonstrate incompliance after the fact. Post-service claims can take up to 30 days for authorization with Cuban handlers, and occasionally longer.

We’ve never had to resort to this legal avenue, but for issues unable to be resolved internally:

Complaint Handling Process for Consumers

5. BOOKING FEES

*Service only reserved as part of an accommodation, WowCuba bicycle/kayak/hiking/dive tour package, or in conjunction with car rental package.

*Fee waived for travelers on any WowCuba bicycle/kayak/hiking/dive tour package booking pre/post tour accommodations.

6. BOOKING: DEPOSIT & PAYMENT

Due: upon confirmation of services.

Condition: MacQueen’s Island Tours (WowCuba) reserves the right to request a minimum nonrefundable $200 USD administrative service fee to hold organized group space/services reserved in advance of the 90-day final payment deadline, and this fee is applicable to the final tour payment).

Confirmation & Documents: Upon receipt of the organized group’s deposit for confirmed travel services at MacQueen’s Island Tours (WowCuba)’s Canadian office, a statement will be issued including confirmation codes for all travel services.

Due: 90 days in advance of initiation of services or, if requested within 90 days of services, upon booking.

Condition: Rooming lists and/or passenger manifests with hotels or airlines will not be finalized, ticket issuance will not be authorized, nor will funds be advanced to operators to prepay travel services per contractual requirements with Cuban ground handlers until payment has been completed in full. A group organizer’s failure to remit final payment to MacQueen’s Island Tours (WowCuba) by the established deadline could result in the release or alteration of the group’s confirmed travel arrangements. MacQueen’s Island Tours (WowCuba) does assume any responsibility for financial loss if the group organizer fails to apply final payment by the established payment deadline.

Confirmation & Documents: Once MacQueen’s Island Tours (WowCuba) has received written confirmation from service providers and payment for those services has been fully processed/completed, an electronic invoice will be issued to the group organizer including corresponding confirmation codes and instructions for any pertinent local travel documents (vouchers) that may be associated with their confirmed services.

Due: 90 days in advance of initiation of services or, if requested within 90 days of services, upon booking.

Condition: Rooming lists and/or passenger manifests with hotels or airlines will not be finalized, ticket issuance will not be authorized, nor will funds be advanced to operators to prepay travel services per contractual requirements with Cuban ground handlers until payment has been completed in full. A group organizer’s failure to remit final payment to MacQueen’s Island Tours (WowCuba) by the established deadline could result in the release or alteration of the group’s confirmed travel arrangements. MacQueen’s Island Tours (WowCuba) does assume any responsibility for financial loss if the group organizer fails to apply final payment by the established payment deadline.

Confirmation & Documents: Once MacQueen’s Island Tours (WowCuba) has received written confirmation from service providers and payment for those services has been fully processed/completed, an electronic invoice will be issued to the group organizer including corresponding confirmation codes and instructions for any pertinent local travel documents (vouchers) that may be associated with their confirmed services.

Early Booking Bonus

Register: 60+ days prior to initiation of services.

Deposit: $100 USD/person deposit on independent travel services.

Balance due: 30 days prior to initiation of services.

Valid payment methods:

• USD cheque
• Visa/Mastercard credit card

Conditions: The primary traveler must specifically request consideration for the Early Booking Bonus program in the comment section of their MacQueen’s Island Tours (WowCuba) Registration Form in order. Nonrefundable international and domestic air reservations are exempt from the Early Booking Bonus and require payment in full upon confirmation of services.

Caveat: If this program is not specifically requested or mentioned in the Comments section of the Registration Form or via email prior to confirming invoice, MacQueen’s Island Tours (WowCuba) will automatically process payment in full for travel services upon receiving written confirmation of services from service providers.

Confirmation & Documents: WowCuba | MacQueen’s Island Tours will issue a statement and transaction record upon processing deposit. When payment for all services has been fully processed/completed, an electronic invoice will be issued to the primary traveler including corresponding confirmation codes and instructions for any pertinent travel documents that may be associated with their confirmed services.

Final Payment Deadline

Register: 5-59 days prior to initiation of services.

Payment: due in full upon confirmation of services.

Confirmation & Documents: Once MacQueen’s Island Tours (WowCuba) has received written confirmation from service providers and payment for those services has been successfully processed/completed, an electronic invoice will be issued to the primary traveler including corresponding confirmation codes and instructions for any pertinent travel documents that may be associated with their confirmed services.

Bespoke Plan-to-Go Fee

Due upon submission of your quote request: $200 development fee for your initial proposal. Fee based on 4 hours of detailed research and itinerary/price quotation preparation. Covers the design of a straightforward 1-week 2-center trip for 1-4 travelers.  If you decide to book, the nonrefundable fee will be applied to the administrative costs of executing your trip. Our consulting fees vary depending on complexity, trip length and number of travelers. After we have a chance to review your quote request form, we’ll agree on a mutually acceptable base fee & turnaround time prior to processing your payment for itinerary development and pricing.

Deposit Final Payment

Due on booking: 50% of services.

Due: 90 days prior to departure. If booking fewer than 90 days prior to departure, payment in full is due upon confirmation of services.

Currency Conversion & Banking Fees

MacQueen’s Island Tours (WowCuba) services are priced in USD. They include banking fees for processing travel payments by Visa or Mastercard. If travel is reserved far enough in advance to qualify for payment by wire transfer payment to MacQueen’s Island Tours (WowCuba)’s Cuban account, discounts may be available on their published rates for alternative forms of payment. Valid payment options and corresponding fees and deadlines are clearly detailed on all offline service quotations and as part of MacQueen’s Island Tours (WowCuba)’s online booking process.

E-transfers in CAD

View WowCuba Price Converter

View Currency Information

E-transfers from CAD bank accounts are available for prepayment for travel services. Upon confirmation of travel services, you will be issued an invitation to remit payment along with a deadline for completion of the transaction.

Credit Card for Independent Travel or WowCuba Group Travel

MacQueen’s Island Tours (WowCuba) accepts payment by Visa or Mastercard credit card in their Canadian office. Credit card payments are processed in CAD funds. Third party credit cards are not accepted for individual travel. The merchant name that will appear on the primary traveler’s credit card statement is “MacQueen’s Island Tours”.

Credit Card for Organized Group Travel

MacQueen’s Island Tours (WowCuba) accepts payment by Visa or Mastercard credit card in their Canadian office. Credit card payments are processed in CAD funds. The credit card must be issued either in the name of the accredited agency arranging travel services, or in the name of the principal traveler on the file. No other personal credit cards are permitted or accepted. The merchant name that will appear on the credit card statement is “MacQueen’s Island Tours”.

Wire Transfer

MacQueen’s Island Tours (WowCuba) accepts payment by wire transfer to Cuban accounts when confirmed in their account at least 15 days prior to initiation of services. The traveler must calculate a minimum of 3 working days for WowCuba/MacQueen’s Island Tours to confirm services, plus 3 banking days to complete the international wire transfer transaction when determining if sufficient time remains for this payment option. If the traveler indicates on their registration form that they wish to complete payment for travel services by wire transfer, then (providing MacQueen’s Island Tours (WowCuba) determines there is time remaining for this payment option upon reception of the request), the traveler will be forwarded instructions for remitting payment upon MacQueen’s Island Tours (WowCuba) confirmation of their travel arrangements with service providers. Reservations will be held for a period of 7 business days from the time of confirmation of services. If reception of funds is not confirmed in MacQueen’s Island Tours’ account during that time, services may be released unless a credit card guarantee is provided or credit card payment is applied. MacQueen’s Island Tours (WowCuba) reserves the right to decline to issue statements for wire transfer payments, or to refuse payment via wire transfer if at any point in time it does not deem the transaction secure. Keep in mind when choosing this payment option, that if any reductions to services are made after completing payment, refunds are only available via wire transfer in CAD from Canada or CAD cheque from our Canadian office. Cashing foreign cheques (especially for amounts under $300 CAD) can be difficult or impossible in Europe. View corresponding fees for each option in our Cancellation Policy below under Banking Fees.

Reductions of the # of private/bespoke travelers on an invoice not resulting in the complete cancellation of services, may be subject to pro-rated trip prices for remaining participants. These details are analyzed on a case-by-case basis depending on the service providers involved in the package. Itinerary administrative/development fees are non-refundable.

Reductions of the # travelers on an organized group travel invoice not resulting in the complete cancellation of services, may be subject to pro-rated trip prices for remaining participants. These details are analyzed on a case-by-case basis depending on the service providers involved in the package. Administrative change fees are likewise applied to the addition or modification to services once they have been invoiced.

Service

Written Cancellation Received & Acknowledged

Forfeiture (per person)

International or Domestic Air Services

After invoice/payment has been processed

Air services 100% are nonrefundable

All Land Services
(please see notes below for more details and exceptions/specific penalties established by each service provider)

Before invoice/payment has been processed

$0.00

MacQueen’s Island Tours (WowCuba) only processes or accepts payments from clients upon receiving written confirmation of their service(s) from the service provider(s) in Cuba. During office hours, this process can take anywhere from an hour or more from the time their reservation request is received and processed to several working days, and occasionally longer with certain service providers. From the time MacQueen’s Island Tours (WowCuba) receives and processes a client’s reservation request they will work diligently with ground handlers and service providers in Cuba to confirm services according to the parameters of their request.

If services are confirmed in writing by the service provider per the client’s request, MacQueen’s Island Tours (WowCuba) will immediately proceed to process payment for services and forward all confirmation documentation to the primary traveler contact indicated in their Registration Form. If any services are unable to be confirmed exactly as requested, MacQueen’s Island Tours (WowCuba) will always first contact the primary traveler to consult regarding any available alternatives and provide the client with the option to proceed with exploring other options, or to cancel their request entirely with no penalty or charges whatsoever. Full details of amended offers and corresponding rates will be forwarded for consideration and return email confirmation is required of the client specifying which, if any alternative proposals, they accept in order to continue with their booking process at this point.

If written notification of a client’s cancellation request is received and confirmed in writing by MacQueen’s Island Tours (WowCuba) before invoices & payments are processed, cancellation requests are accepted with zero penalty. It is the client’s responsibility to send written cancellation notification and verify its receipt by MacQueen’s Island Tours (WowCuba). MacQueen’s Island Tours (WowCuba) is not responsible for any financial loss by the client’s failure to abide by these conditions.

After invoice/payment has been processed

$80.00 USD administrative fees (per each 6 travelers) + applicable bank fees + any cancellation penalties established by individual service providers (many of which are detailed below). Note that any prior administrative change fees applied to invoices are nonrefundable. If cancellation is partial and multiple adjustments are undertaken at the client’s direction to their confirmed service(s) and invoice after processing, note that each subsequent modification to their invoice is assessed a $40 USD administrative change fee (per each 6 travelers) per change (any addition, subtraction or modification of services) after the invoice has been processed with partial or full payment.

The sales & operations offices of MacQueen’s Island Tours (WowCuba) and those of their ground handlers in Cuba are not open 24 hours/day, on weekends, or (in Cuba) on Cuban holidays, or (in Canada) on Canadian or provincial holidays in Prince Edward Island. Cancellation requests sent to MacQueen’s Island Tours (WowCuba) by clients via email or otherwise may only be able to be received and reviewed or processed during business/office hours. If requesting a cancellation these conditions will be taken into account when calculating the # of working days remaining for MacQueen’s Island Tours (WowCuba) office staff and that of their ground handlers and service providers to react to and process all cancellation requests.

Car Rentals

Cubacar / Havanautos

Booked with Havanatur:

Cancellations received 7 days or fewer prior to initiation of services: a penalty of 1 day’s rental fee applies Comprehensive information not available at this time for truncated rental periods, inquire upon booking if required.

March 2021 update: Note that with ongoing COVID complications, indications are that the rental companies have instituted a temporarily flexible policy with regard to cancellation.

Booked with Cubanacan:

Cancellations received 7 days or fewer prior to initiation of services: a penalty of 1 day’s rental fee applies.

Cancellations received < 72 hours prior to initiation of services:

100% non-refundable  

Reduced/truncated rental periods:

if the early return of the vehicle was voluntary in nature, nonrefundable for REX rentals booked through the Cubanacan Travel Agency allotments

No-shows:

nonrefundable

Exclusive transfers

Exclusive transfers are refundable when able to be cancelled with service providers at least 24 working hours in advance of the scheduled service. Exclusive transfer rates/schedules are based on direct, non-stop services and do not include sightseeing stops.

REX

REX booked with Havanatur:

Cancellations received from 15-1 days prior to initiation of services:

a penalty of ½ day’s rental fee applies

No-shows:

1-day forfeiture (based on the highest 1-6 day rental rate).

A No-show with REX is considered the primary driver’s failure to present him/her/theirself at the rental counter before 3 (three) hours have elapsed from the confirmed pickup time for all rental counter locations. REX usually insists that vehicles scheduled for airport pickup be accompanied by international flight arrival details so that they are aware when delays to pickups are due to unexpected delays in anticipated arrival times.

REX booked with Cubanacan:

Cancellations received 72 hours – 7 days or more prior to initiation of services:

a penalty of 1 day’s rental fee applies

Cancellations received < 72 hours prior to initiation of services:

100% non-refundable   

Reduced/truncated rental period:

Non-refundable when booked through the Cubanacan Travel Agency allotments if the early return of the vehicle was voluntary in nature.

Accommodations

After invoice has been processed

In the event of cancellation of accommodation services, as a subcontractor of accommodation services, upon receiving notification of cancellation in writing and verifying cancellation with each service provider, MacQueen’s Island Tours (WowCuba) will refund any accommodation fees deemed refundable in the contracts between their ground handlers and service providers. Individual hotel cancellation policies and reservation release periods vary in Cuba depending on the hotel chain, specific hotel/room category, season of travel, and # of travelers in the party. They can range anywhere from 24 working hours up to 90 days or more for zero penalty assessment. If not acquiring a cancellation insurance policy to protect travel investments, and worried about potential loss if travel plans suffer changes after booking services, it is recommended to inquire in advance with MacQueen’s Island Tours (WowCuba) as to the specific cancellation policy of any/all properties under consideration for reservation. We are happy to forward specific cancellation guidelines upon request for any property/room our clients are considering reserving for their review prior to processing their invoice/payment.

Ground Transfers

Collective transfers

Collective transfers are refundable when able to be cancelled with service providers 48 working hours or more in advance of the initiation of the scheduled service. Inbound collective transfer services are available at the airport up to a maximum of 2 hours from the time the plane lands, per the flight information the traveler provides in advance to MacQueen’s Island Tours (WowCuba) and their ground handlers. If the traveler experiences undue delays with Customs or Immigration authorities upon arrival in Cuba and is unable present themself to claim and board their programmed collective transfer departure before that deadline, the client will forfeit the collective transfer service, no refund will be extended, and alternative transportation must be arranged and paid for locally by the traveler.

Exclusive transfers

Exclusive transfers are refundable when able to be cancelled with service providers at least 24 working hours in advance of the scheduled service. Exclusive transfer rates/schedules are based on direct, non-stop services and do not include sightseeing stops.

Bicycle Rental

Unused rental days

Comprehensive information not available at this time, inquire upon booking if required.

Scuba Diving

Marlin Dive Centers in:

Individual dive packages are refundable when able to be processed with service providers in advance of the date of initiation of services.

Cancellations made at the client’s request upon arrival in the destination are not refundable.

Services not completed due to meteorological reasons may be refundable upon presentation/review of a certified letter issued to the diver by the dive center authorizing their compensation.

Refunds are not available for uncompleted dives in these dive centers. The dive centers will make every effort to make additional dives available during the diver’s planned stay, but do not provide any monetary compensation for cancellations due to last minute illness or for meteorological reasons.

Individual dive packages are refundable when able to be processed with service providers in advance of the date of initiation of services.

Refunds are not available for uncompleted dives with this program.

Credit card reversals

10% of refundable services

Credit card reversals

CAD cheque or E-transfer refund

10 USD per refund

This refund method is available for payments made by CAD cheque, or by wire transfer to Cuba.

CAD wire transfer refund

65 USD per refund

This refund method is available for payments made by CAD cheque, or by wire transfer to Cuba.

Note that your banking institution may apply currency conversion, wire transfer reception, or cheque negotiation fees, especially when negotiating those payment instruments outside of North America.