Cancellation policy

Last updated: October 5, 2026

Full refund if we cannot buy your ticket

This is Guagualine's general rule: you pay, we buy your ticket and send it to you. If we cannot buy it, we refund the full amount, even if we only find out on the day of travel. You do not need to claim it: we issue it as soon as we confirm it, to the same payment method, and it arrives within the time set by your bank or PayPal.

Before we buy the ticket

If you ask to cancel after paying and before we have bought the ticket, we refund the full amount. Request the cancellation on WhatsApp or by replying to your booking email, with the reference and, for return journeys, the affected leg.

Once the ticket is bought

The ticket counts as bought from the moment you receive the confirmation email with the ticket or booking number. A ticket that has already been bought is non-refundable, unless the transport operator's policy allows it or consumer rights that apply by law in the Dominican Republic require it. This rule concerns your cancellation. It does not exclude rights arising from a service not provided or a disruption attributable to the provider.

Unpaid request

Sending a request does not charge you or confirm a seat, even if you receive a payment link. You can withdraw it at no cost at any time before paying. Payment received does not mean the ticket has been issued.

Changes to date, time or passengers

We review changes manually, subject to availability and operator approval where required. A bought ticket may require a new purchase or an extra charge. We communicate the conditions and amount for your acceptance before making a change. Receipt of a request is not confirmation of a change.

How to ask for help

Message us on WhatsApp or reply to your booking email with its reference. We will explain the options after reviewing the case.