Refund Policy

1. General Refund Policy

At VenePass, we want you to have the best possible experience exploring Venezuela. We understand that plans can change, so we offer the following refund options for our tourism passes.

2. Full Refund (100%)

You may request a full 100% refund of the pass value in the following situations:

• Cancellation made at least 7 days before the planned trip start date.
• The pass has not been activated (not used at any attraction).
• Duplicate charge or incorrect amount error by VenePass.
• Service cancellation by VenePass due to extraordinary circumstances.

3. Partial Refund (50%)

A 50% refund of the pass value will apply in the following situations:

• Cancellation made between 3 and 6 days before the planned trip start date.
• The pass has been activated but only used at one attraction (50% of the remaining value is refunded).

4. No Refund

No refunds will be granted in the following situations:

• Cancellation made less than 3 days before the start date.
• The pass has been activated and used at two or more attractions.
• The pass has expired (7 days of validity have passed since first activation).
• Violation of the Terms of Service by the user.
• Failure to show up at attractions during the pass validity period.

5. Special Circumstances

VenePass will consider refunds outside the standard policy in exceptional cases:

• Documented medical emergencies preventing pass use (medical certificate required).
• Natural disasters or force majeure events significantly affecting attractions included in the pass.
• Permanent closure of more than 50% of the attractions included in the purchased regional pass.
• Each case will be individually evaluated by our customer service team.

6. Refund Request Process

To request a refund, follow these steps:

• Send an email to [email protected] with the subject 'Refund Request'.
• Include your full name, order number, and the reason for the request.
• Attach any supporting documentation if applicable (medical certificate, etc.).
• Our team will review your request within 3 to 5 business days.
• If the refund is approved, the amount will be returned to the original payment method within 7 to 14 business days.

7. Changes and Rescheduling

As an alternative to a refund, we offer the following options at no additional cost:

• Date change: you can reschedule your pass to a new date up to 48 hours before the original date, subject to availability.
• Region change: you can switch your regional pass for another of equal or greater value (paying the difference if applicable) up to 72 hours before.
• VenePass credit: you can convert your pass value into credit for future purchases, valid for 12 months.

8. Group Refunds

For group purchases (5 or more passes), the same refund policies apply. Group refunds must be requested by the person who made the original purchase. Partial refunds for individual group members can be requested.

9. Promotions and Discounts

Passes purchased with promotional discounts will be refunded for the amount actually paid, not the regular price. Discount codes used will not be restored when a refund is processed.

10. Payment Disputes

If you disagree with the decision on your refund request, you can escalate your case by sending an email to [email protected] with the subject 'Refund Appeal'. A supervisor will review your case within 5 additional business days. We recommend contacting us directly before initiating a dispute with your bank or payment provider.

11. Contact

For refund requests or questions about this policy, contact us at: [email protected]