Reservations, Payments & Cancellation Policy
We want your Jamaica adventure to be simple to arrange. Please review these terms before making a payment. These terms apply to excursions and tours; airport transfers have a separate policy.
1. Reservations and confirmation
Submit an inquiry through our website, email or WhatsApp. Fiwi will check availability, confirm the itinerary, pickup arrangements and total price, then provide payment instructions. Your booking is confirmed only after availability and payment are verified and Fiwi sends written confirmation by email or WhatsApp. An inquiry acknowledgment is not a reservation confirmation.
2. Payment choices
Choose to pay in full or use the deposit option offered for your tour:
- Shared tours: 30% deposit or 100% payment.
- Private tours: 50% deposit or 100% payment.
- Group and coach tours: 50% deposit or 100% payment.
- Bookings accepted within 48 hours of departure: full payment required.
Fiwi provides payment instructions manually after reviewing your inquiry. The website does not automatically charge you. Do not send card numbers by ordinary email, WhatsApp or inquiry forms.
3. Balance payments
For deposit bookings, the balance must be received and verified at least 48 hours before departure. Fiwi will normally send a reminder at least 72 hours before departure. If payment is overdue, we will attempt to contact you and provide reasonable notice before cancelling. Applicable cancellation terms may apply. Deadlines use Jamaica local time.
4. Cancellations and refunds
Shared tours
| Cancellation notice before departure | Refund |
|---|---|
| 48 hours or more | 100% refund of the booking price, less disclosed non-recoverable payment processing fees. |
| 24 to less than 48 hours | 50% refund of the booking price, less disclosed non-recoverable processing fees. |
| Less than 24 hours or no-show | no refund. |
Private, group and coach tours
| Cancellation notice before departure | Refund |
|---|---|
| 7 days or more | 100% refund of the booking price, less disclosed non-recoverable payment processing fees. |
| 48 hours to less than 7 days | 50% refund of the booking price, less disclosed non-recoverable processing fees. |
| Less than 48 hours or no-show | no refund. |
Refund percentages are based on the total booking price, not just the deposit. Amounts already paid count toward any cancellation charge; any remaining refundable amount is returned. Deposits are not automatically non-refundable. Non-recoverable processing-fee deductions apply only where disclosed before payment; no undisclosed administration fees will be imposed. Any additional amounts owed are governed by the agreed booking terms and applicable law.
Send cancellation requests by email or WhatsApp. The time Fiwi receives your written request determines the cancellation window.
5. Cruise Confidence Promise
If your cruise ship cannot dock at the scheduled Jamaican port, or arrives too late for the confirmed excursion to proceed, Fiwi will offer an available alternative or refund payments for the affected excursion, less any applicable processing fees disclosed before payment. Notify us promptly; we may request cruise itinerary or port-change documentation. This does not cover unrelated travel expenses.
6. Weather and operational changes
Severe weather, unsafe conditions, attraction closures, mechanical problems or other disruptions may require a tour to be changed, postponed or cancelled. We will communicate material changes promptly. If Fiwi cannot provide the agreed tour, you may accept a suitable alternative or receive a refund of payments for the affected booking, subject to applicable law and previously disclosed processing-fee terms. Any extra cost for an alternative requires your approval.
7. One complimentary date change
You may request one date change without a Fiwi administration fee if we receive your request at least 48 hours before departure. Changes require availability and written confirmation. Any price difference or disclosed third-party costs must be approved before the change is made. Further changes are at Fiwi's discretion.
8. Late arrivals and no-shows
Arrive at the confirmed pickup point on time. Missing your departure without an approved arrangement may be treated as a no-show. If delayed, contact Fiwi immediately; alternative arrangements cannot be guaranteed.
9. Refund processing
Fiwi will initiate approved refunds within 7 business days after eligibility is confirmed and necessary processing details are received. Refunds normally use the original payment method where practicable; bank and payment-provider timelines may vary. Any eligible, previously disclosed non-recoverable processing fees will be identified in the refund calculation.
10. Other conditions
We will disclose applicable taxes, tour inclusions, attraction charges and any special third-party restrictions before payment. Guests must follow reasonable safety instructions. Nothing in these terms excludes rights or responsibilities that cannot lawfully be excluded under Jamaican law. Airport transfers are covered by a separate Airport Transfer Policy.