WoWCuba / MacQueen’s Island Tours Terms & Conditions
|Independent Travel||Refers to parties of 1 to 9 travelers qualifying for WoWCuba / MacQueen’s Island Tours’ public travel rates.|
|Third Party Group Travel||Refers to travel services booked with WoWCuba / MacQueen’s Island Tours handled by travel agents, tour operators or tour organizers on behalf of groups of 10 or more travelers. These policies apply exclusively to the travel agent, tour operator or organizer contracting group travel arrangements for ten (10) or more passengers through WoWCuba/MacQueen’s Island Tours. To avoid loss or disappointment, WoWCuba/MacQueen’s Island Tours requires third party group agents/operators/organizers to establish the terms & conditions for the sale of their group travel packages accordingly. For details on available services, visit Group Services – Travel Agents, Tour Operators & Tour Organizers.|
|WoWCuba Group Travel||Refers, but is not limited, to branded private or group cycle tour programs organized and operated by WoWCuba / MacQueen’s Island Tours with their service partners in Cuba. WoWCuba group cycle tour programs are priced for a minimum of 5 participants (except Vuelta Cuba, 10 participants). All group cycle tour dates are guaranteed to operate with the following condition: If the minimum number of cyclists on a tour (5, except 10 for Vuelta) is not met, then WoWCuba/MacQueen’s Island Tours reserves the right to offer the advertised itinerary accompanied only by a tour leader/mechanic in a support car/van.
Private WoWCuba cycle tour programs are available with scaled pricing for a total of 1 to 6 participants.
Minimum Reservation Requirements
|Service||Minimum booking requirement||$10 USD/night supplement if reservation fewer than this many units|
|Hotel Only||1 night||3 nights|
|Car Rental||3 days||7 days|
|Scuba diving||10 immersions or certification course||$10 USD supplement per # of dives that fall short of a 10-dive package for divers pre-booking dive only services.|
|Fishing||3 full day sessions||Fewer than 3 full day fishing sessions are only reserved in advance if booked as part of a hotel, car rental or WoWCuba / MacQueen’s Island Tours tour package.|
Only available in conjunction with a WoWCuba/MacQueen’s Island Tours tour/package holiday or hotel reservations:
|Third Party Group Travel|
|Minimum Reservations||10 travelers on the same itinerary||Incentives may be available for groups of 20 or more
for hotel accommodations
|International Airfare||10 travelers on the same itinerary||Incentives may be available for groups of 15 or more|
|Accommodations||1 night minimum||WoWCuba/MacQueen’s Island Tours only offers assistance with arranging and prepaying group accommodation in official Cuban hotels, resorts, eco lodges & villas. Due to a general lack of efficient systems and legally binding contracts with private operators in Cuba, WoWCuba/MacQueen’s Island Tours prefers to avoid providing assistance in arranging or prepaying private home stays on behalf of third party groups.|
|Transportation||No minimum requirement||When transportation + guide service overnights outside of the base area, state accommodation must be
an integral part of the WoWCuba/MacQueen’s Island Tours travel and transportation package.
|Excursions||No minimum requirement||Excursions are defined as short-duration tours including elements of transportation, guide service, and
sometimes meal service/entry fees, or overnight accommodations.
|Once official requests are submitted to service providers if particular hotels, a specific class of rental car or other travel services are unable to be confirmed, WoWCuba/MacQueen’s Island Tours will offer to substitute or attempt to secure availability for similar alternatives, always consulting options first with clients prior to proceeding further with their travel bookings. View Cancellation Policy for further details.|
Agency Service Fees
|International Air||$40 USD per booking (up to 6 passengers traveling on same itinerary)|
|Domestic Air||$30 USD per booking (up to 6 passengers traveling on same itinerary)|
|Land Arrangements||$40 USD per booking (up to 6 passengers traveling on same itinerary)|
|Ground Handling||Havanatur: $8 USD per passenger over the age of 2. Includes document delivery in Cuba.
Gaviota Tours: $6 USD per passenger over the age of 2. Includes document delivery in Cuba.
Cubanacan Travel Agency: $6 USD per passenger over the age of 2. Includes document delivery in Cuba.
|Non-Comissionable B&B Booking Fee||$15 USD per room per night. Includes prepayment to guarantee service.|
|Late Booking||$40 USD if registration form received less than 72 working hours (M-F) prior to arrival in Cuba (when all client voucher delivery is scheduled)|
|Administrative Change Fee||Assessed at $40 USD per change after invoice has been processed with partial or full payment. A change is considered any addition, subtraction or modification of services initiated by the client before or after the delivery of the same, and regardless of the motive for the same. All travelers must take administrative change fees into account prior to entering into a binding agreement to contract travel services delivered by travel providers in Cuba through WoWCuba/MacQueen’s Island Tours as their intermediary agent. WoWCuba/MacQueen’s Island Tours’ administrative change fees and associated banking fees will be applied to any post-service travel claims sent by travelers to WoWCuba/MacQueen’s Island Tours for submission to Cuban ground handlers and service providers on their behalf. If the combined administrative change fees and banking fees exceed the amount of the traveler’s claim, the claim will not proceed.|
|Registration Information||If in agreement with the detailed quotation provided by our specialists or obtained from WoWCuba/MacQueen’s Island Tours online booking engine, the primary traveler will provide WoWCuba / MacQueen’s Island Tours’ office with his/her preferred form of payment via the secure online Registration Form. Once the completed Registration Form has been received, all reservations requests will be promptly processed during working hours and sent to the corresponding ground handlers/service providers in Cuba for response. Response times from each service provider may vary, but typically can take 72 hours.|
|Early Booking Bonus||When a client’s Registration Form for domestic land travel in Cuba is received more than 60 days prior to initiation of services by WoWCuba/MacQueen’s Island Tours, the primary traveler may opt to pay a $100 USD/person deposit on independent travel services, with balance in full due no later than 30 days prior to initiation of services. Valid payment methods for Early Booking Bonus program include USD cheque or Visa/Mastercard credit cards only. The primary traveler must specifically request consideration for the Early Booking Bonus program in the comment section of his/her WoWCuba/MacQueen’s Island Tours’ Registration Form in order for it to be applied. Nonrefundable international and domestic air reservations are exempt from the Early Booking Bonus and require payment in full upon confirmation of services. If this program is not specifically requested or mentioned in the Comments section of the Registration Form, WoWCuba/MacQueen’s Island Tours will automatically process payment in full for travel services upon receiving written confirmation of services from service providers.|
|Final Payment Deadline||When booking within 60 days of arrival, payment in full is due upon confirmation of services. Once WoWCuba/MacQueen’s Island Tours 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.|
|Third Party Group Travel|
|Deposit 25% of total net price quotation||Due upon confirmation of services. WoWCuba/MacQueen’s Island Tours reserves the right to request a minimum nonrefundable $200 USD administrative service fee to hold third party group space/services reserved in advance of the 90-day final payment deadline, and this fee is applicable to the final tour payment). Upon receipt of the third party group’s deposit for confirmed travel services at WoWCuba/MacQueen’s Island Tours’ Canadian office, a statement will be issued including confirmation codes for all travel services.|
|Final Payment Deadline||Final payment for third party group travel services booked more than 90 days in advance of initiation of services must be received by WoWCuba/MacQueen’s Island Tours’ no later than 90 days prior to departure. Until funds are confirmed in WoWCuba/MacQueen’s Island Tours’ account, rooming lists and/or passenger manifests with hotels or airlines will not be finalized, ticket issuance will not be authorized, and nor will funds be advanced to operators to prepay travel services per contractual requirements with Cuban ground handlers. The third party group organizer’s failure to remit final payment to WoWCuba/MacQueen’s Island Tours on time could result in the release of the group’s confirmed travel arrangements. WoWCuba/MacQueen’s Island Tours will not assume any responsibility for financial loss if the group organizer fails to respect final payment deadlines or ensure final payment is secured in their account by the established deadline. When booking group travel services fewer than 90 days prior to departure, payment in full is due upon confirmation of services.|
|WoWCuba Group Travel|
|Deposit||$500 USD/participant upon booking all 1-week cycle tours or
$1000 USD/participant upon booking the 2-week Vuelta Cuba tour or
$500 USD/participant upon booking all other WoWCuba group travel programs
|Final Payment||Due 90 days prior to departure. For those booking fewer than 90 days prior to departure, payment in full is due upon confirmation of services.|
|Independent Travel, Third Party Group Travel, and WoWCuba Group Travel|
|Currency Conversion & Banking Fees||The rates WoWCuba/MacQueen’s Island Tours contracts for services in Cuban Convertible currency (CUC) have been converted to US funds for international prepayment purposes. 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 USD cheque, money order or for wire transfer payment to WoWCuba/MacQueen’s Island Tours’ Cuban or Canadian accounts, 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 WoWCuba/MacQueen’s Island Tours’ online booking process.|
|Cheque/Money Order||Payments by cheque or money order in US and CAD funds are accepted when received at WoWCuba/MacQueen’s Island Tours’ Canadian office up to 30 days prior to departure. Cheques or money orders are payable to MacQueen’s Island Tours. Statements with full details for remission of cheque payments are issued upon service confirmations. WoWCuba/MacQueen’s Island Tours is not responsible for any undue delays by the mail/courier service selected by the primary traveler to forward payments in a timely manner, or any financial loss or cancellation of services that may result in the release of services if payment does not arrive on schedule.|
|Credit Card for Independent Travel or
WoWCuba Group Travel
|WoWCuba/MacQueen’s Island Tours accepts payment by Visa or Mastercard credit card in their Canadian office. Credit card payments are processed in US 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 Tours”.|
|Credit Card for
Third Party Group Travel
|WoWCuba/MacQueen’s Island Tours accepts payment by Visa or Mastercard credit card in their Canadian office. Credit card payments are processed in US 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 Tours”.|
|Wire Transfer||WoWCuba/MacQueen’s Island Tours accepts payment by wire transfer to their Canadian or 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 his/her registration form that he/she wishes to complete payment for travel services by wire transfer, then (providing WoWCuba/MacQueen’s Island Tours determines there is time remaining for this payment option upon reception of the request), the traveler will be forwarded instructions for remitting payment upon WoWCuba/MacQueen’s Island Tours 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. WoWCuba/MacQueen’s Island Tours 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.|
|WoWCuba Group Travel|
|Service||Days cancelled prior to arrival||Forfeiture (per person)|
|Domestic land & air tour services||91 & over||$150.00 USD per person administrative fee + applicable bank fees|
|61 to 90||Loss of $500 USD deposit ($1000 for Vuelta Cuba), any non-refundable accommodation / airfare fees + applicable bank fees|
|45 to 60||50% of trip price, any non-refundable accommodation / airfare fees + applicable bank fees|
|30 to 44||100% of tour price (35% can apply to a future WoWCuba/MacQueen’s group tour within one year)|
|15 to 29||100% of tour price (15% can apply to a future WoWCuba/MacQueen’s group tour within one year)|
|14 and under||100% of tour price|
|Third Party Group Travel|
|Service||Days cancelled prior to arrival||Forfeiture (per person)|
|International & domestic air services||after ticket issuance||100% nonrefundable|
|Domestic land services||90 and over||$200 administrative fee + applicable bank fees|
|30-89 days||$500 administrative fee + applicable bank fees + 100% of cancellation penalties applied by Cuban service providers|
|15-20 days||$1000 administrative fee + applicable bank fees + 100% of cancellation penalties applied by Cuban service providers|
|0-14 days||100% of services|
|Service||Written Cancellation Received & Acknowledged||Forfeiture (per person)|
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
WoWCuba/MacQueen’s Island Tours 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 WoWCuba/MacQueen’s Island Tours 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, WoWCuba/MacQueen’s Island Tours will immediately proceed to process payment for services and forward all confirmation documentation to the primary traveler contact indicated in his/her Registration Form.If any services are unable to be confirmed exactly as requested, WoWCuba/MacQueen’s Island Tours 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 his/her 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, he/she accepts in order to continue with his/her booking process at this point.
If written notification of a client’s cancellation request is received and confirmed in writing by WoWCuba/MacQueen’s Island Tours 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 WoWCuba / MacQueen’s Island Tours. WoWCuba/MacQueen’s Island Tours 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 his/her confirmed service(s) and invoice after processing, note that each subsequent modification to his/her 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 WoWCuba/MacQueen’s Island Tours 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 WoWCuba/MacQueen’s Island Tours 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 WoWCuba/MacQueen’s Island Tours office staff and that of their ground handlers and service providers to react to and process all cancellation requests.|
|Following is a non-exhaustive list of additional exceptions/specific advance cancellation penalties established by each service provider for individual travelers.|
|Car Rentals||Rent Car VIA||After invoice has been processed||Rent Car VIA applies a 1-day rental penalty (based on their highest 1-6 day rental rate) for any written cancellations received in their offices from 2 – 7 working days prior to the start of services. VIA charges for 2 rental days (based on their highest 1-6 day rental rate) for any cancellations received after 17:00 the last working day before the service starts or for No Show reservations. A No Show with VIA is considered the primary driver’s failure to present him/herself at the rental counter before 4 (four) hours have elapsed from the confirmed pickup time for all rental counter locations except in airports, which may maintain vehicles in position for up to 24 hours from scheduled pickup.|
|Cubacar / Havanautos||Minimum 1-day NO-SHOW penalty in effect. Comprehensive information not available at this time, inquire upon booking if required.|
|REX||REX charges for a ½ day’s rental fee for any cancellations received from 15-1 days prior to initiation of services. NO-SHOWS are penalized with a 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/herself 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.|
|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, WoWCuba/MacQueen’s Island Tours 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 WoWCuba/MacQueen’s Island Tours as to the specific cancellation policy of any/all properties under consideration for reservation. WoWCuba is happy to forward specific cancellation guidelines upon request for any property/room their 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 WoWCuba/MacQueen’s Island Tours and their ground handlers. If the traveler experiences undue delays with Customs or Immigration authorities upon arrival in Cuba and is unable present him/herself to claim and board his/her 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.|
Marlin Dive Centers in:
-Jardines del Rey
-Santiago de Cuba
Cubanacan Nautica Dive Centers in:
-Zapata Peninsula (Playa Larga, Playa Giron, Caleta Buena)
Gaviota Dive Centers
|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.
Marlin Dive Centers in:
-Isle of Youth
|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.
|Dive Pass Programs||Refunds are not available for uncompleted dives with this program.|
|Sailing Charters||Comprehensive information not available at this time, inquire upon booking if required.|
|Fishing Packages||Comprehensive information not available at this time, inquire upon booking if required.|
|Credit card reversals||8% of refundable services||Credit card reversals|
|USD cheque refund||10 USD per refund||USD cheque refund|
|USD wire transfer||65 USD per refund||USD wire transfer|
Travelers submitting post-travel claims for WoWCuba to submit to Cuban ground handlers/service providers on their behalf for consideration must email WoWCuba with official (low-resolution) documentary evidence supporting their claim + a letter detailing the elements of their travel which they believe to require price adjustments within 7 calendar days of the completion of services. Post-service claims can take up to 30 days for authorization with Cuban handlers, and occasionally longer.
Most cancellation insurance policies must be contracted by travelers within 72 hours of deposit or payment for travel services. If interested in cancellation insurance, WoWCuba/MacQueen’s Island Tours urges travelers to investigate specific terms in advance of acquisition of travel services with their local travel insurance providers.
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 the traveler’s responsibility to ensure valid medical coverage for the duration of their stay and the scope of their activities in Cuban territory. WoWCuba/MacQueen’s Island Tours 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 post-travel by a client’s insurance provider.
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 his/her country of residence in advance of travel.
If a citizen of another country, WoWCuba/MacQueen’s Island Tours 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.
Medical coverage may also be purchased on arrival from the Cuban insurance company Asistur for approximately $3 CUC/day. For anyone over 70 or anyone participating in high-risk activities, a supplement of approximately $2 CUC/day will apply. Asistur has desks at all international airports (prior to proceeding through the Cuban Immigration counters) as well as various provincial offices.
Emergency Cash Advances
WoWCuba/MacQueen’s Island Tours provides emergency CUC cash advances to their clients in Havana, Cuba at a 10% surcharge (plus conversion/banking fees) or anywhere in the country for group tour members accompanied by a WoWCuba/MacQueen’s Island Tours representative. Visa or Mastercard credit card payments are processed in WoWCuba/MacQueen’s Island Tours’ Canadian sales office in US currency. A signed/swiped copy of the Visa/Mastercard credit card used to process the transaction is required in Cuba upon delivery of the funds.
The Fine Print
WoWCuba/MacQueen’s Island Tours acts only as the intermediary agent for the suppliers providing the means of transportation, accommodation and all other related travel services. WoWCuba reminds divers that nautical departures in Cuba are regulated by the national coast guard and dive boat departures may be cancelled by the national authorities if meteorological conditions are unfavorable, so divers should plan for an ample margin of time between their last dive and any associated flight services, taking into account that domestic flight schedules may be altered locally by the airline with no advance notice. It is not recommended to undertake dive activities the day prior to flight services. WoWCuba/MacQueen’s Island Tours assumes no responsibility, however caused, for injury, loss or damage to person or property in connection with any service resulting directly from the following: Acts of God, Detention, Annoyance, Terrorism, Thefts, Pilferage, Civil disturbances, Government restrictions or regulations, Strikes, Delays and expenses arising from quarantine, Failure of any means on conveyance to arrive, depart or be delivered as scheduled or confirmed by service providers, Discrepancies or change in transit or hotel services over which an intermediate agency has no control or other financial loss whether to persons or property arising out of certain risks and danger which may occur during a holiday, including but not limited to the hazards of activities in general. WoWCuba does not recommend planning for same-day domestic and international flight services in Cuba.
Regulations governing charter flights to Cuba and domestic flights within Cuba allow for changes to the published itinerary without prior notice. ALL connecting flight reservations are made at passenger’s own risk. WoWCuba/MacQueen’s Island Tours reserves the right to make changes to any or all confirmed travel services when deemed advisable for the comfort and/or well-being of travelers.