Terms & Conditions

Seasons

High Season: December 15 to April 30 | July 1 to August 31

Low Season: May 1 to June 30 | September 1 to December 14

Cancellations

• You must arrive 10 minutes before the tour starts.
• You may cancel your reservation and receive a 100% refund if requested at least two days before the tour date.
• Cancellations made the day before the tour will incur a 50% penalty.
• You may freely modify the date or time of your tour up to 48 hours before your original reservation, subject to availability and seasonal price changes.
• You may notify us of any undesirable situations or unexpected events that may affect your timely arrival via our official email: reservations@vistaarenal.com, through the TURITOP platform, or via WhatsApp at +506 8553-6000.

All reservations, cancellations, and modifications must be made through:

• WhatsApp: +506 8553 6000
• Email: reservations@vistaarenal.com
• Website: www.vistaarenal.com
• Booking platform: TURITOP

Force Majeure Events

Once the tour has started, no refunds will be issued for interruptions due to natural conditions such as:

• Strong winds
• Lightning
• Earthquakes
• When the client decides not to continue the tour due to illness or any personal reason

Payments

To ensure the best service quality, when booking a tour on our website:

• Once our team verifies parking availability, we will confirm or reject your booking request.
• If confirmed, payment will be processed via the PAYPAL platform.
• Your credit card will be charged through the bank's platform.
• All bookings must be paid in advance through our website.
• If you need to add any additional service to your original reservation, you must follow the same procedure.
• If you book an adventure and pay in advance (including all price components), Vista Arenal Adventure Park may cancel the reservation without prior notice if we are unable to collect the balance on the specified date. It is your responsibility to ensure timely payment, that your bank, debit, or credit card details are correct, and that sufficient funds are available.
• In case of cancellation within the allowed two-day window, the refund will be issued to the same card used for payment. The time it takes for the refund to be processed depends on your bank's internal policies.

Transportation Service

• Transportation service must be paid in advance.
• It is available at an additional cost. When booking through our website, you will be given the option of including transportation. Select it and remember to specify your hotel for pickup in the form provided.
• Transportation is provided locally, from hotels or key locations in La Fortuna.
• We do not offer transportation from outside La Fortuna.
• Transportation includes both pickup and drop-off.

Pricing

• By making a reservation, you agree to pay the cost of the Tour Experience, including applicable taxes and fees.
• Obvious errors and typos are not binding. For example, if one of our experiences is mistakenly listed at $1, we may cancel that reservation and refund the amount paid.

Price Categories:

• Adult: 13 years and older
• Student: 13 to 25 years old (when available on our website)
• Child: 6 to 12 years old
• Children will be charged for transportation starting at age 3.
• Costa Rican Resident: Valid ID required at check-in.

Our Values

You agree to:

• Comply with our values.
• Comply with all applicable laws.
• Cooperate with any anti-fraud or anti-money laundering checks we may conduct.
• Not use our website or booking platform to cause inconvenience or make false bookings.
• Use the Tour Experience and/or Platform for its intended purpose.
• Not cause any disturbance or harm and behave appropriately with Vista Arenal Adventure Park staff (or anyone else).
• As the person making the reservation, you are responsible for the actions and behavior (related to the Tour Experience) of all group members. Obtained their permission before providing us with their data.

At Our Park

• No pets allowed.
• No outside food or drinks are allowed in our parks, except for small snacks and bottled water. A restaurant is available on-site offering various food options, including Costa Rican dishes such as casados, burgers, sandwiches, coffee, beer, etc. (starting in 2026).
• No weapons or firearms of any kind are allowed.
• Smoking is prohibited by law.

Accessibility Requests

If you have any accessibility requests regarding our Platform and/or services, please contact our Customer Service team at:

• reservations@vistaarenal.com
• cs@vistaarenal.com

Insurance

• All our clients are covered by company insurance in case of accidents or any undesirable situation.
• If you have an accident and do not wish to be taken to a medical center, you must sign a form accepting or rejecting medical attention. If you refuse to sign, it will be understood that you declined the activation of Vista Arenal Adventure Park insurance.
• You must sign the Tour Waiver when applicable at the park. For minors, the waiver must be signed by a parent or guardian.

What If Something Goes Wrong?

If you have any questions or complaints, please contact our Customer Service team at:

• reservations@vistaarenal.com
• cs@vistaarenal.com
• WhatsApp: +506 8553-6000

To help us assist you as quickly as possible, please provide:

• Your booking ID, contact details, and the email address used for the reservation.
• A summary of the issue, including how you would like us to help.
• Any supporting documents (e.g., bank statement, photos, receipts, etc.)

All questions and complaints are logged, and the most urgent are treated as top priority. We aim to resolve disputes internally and will manage your case promptly as long as we have all necessary and verifiable information.

Disputes

• If a reservation is made through a dispute process, it will lose the right to be rescheduled and will only be partially refunded in the future for any reason.
• If a refund is in process and a dispute notification is received regarding the same reservation, the refund process will be canceled, and no refund will be issued.