Booking Terms & Conditions

Table of Contents

LEGAL

Your travel booking is with:

MacQueen’s Island Tours (WowCuba)

430 Queen Street, Charlotetown, PEI, Canada C1A 4E8

+1 902-368-2453

info@wowcuba.com

TERMS per Travel Modality

Cycling

Fully Supported & Guided
a) Group Tours with Individual Sign-Up

These cycle tour programs with support staff are organized and operated by MacQueen’s Island Tours (WowCuba) with multiple service partners in Cuba.
WowCuba’s 1-week group cycle tour programs are priced for a minimum of 5 participants. WowCuba’s 2-week group Vuelta Cuba cycle tour program is priced for a minimum of 10 participants. 
All individual sign-up group cycle tour dates with 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 MacQueen’s Island Tours (WowCuba) reserves the right to offer the advertised itinerary accompanied only by a tour leader/mechanic in a support car/van.
These tours are for a limited # of seasonal (winter) dates annually, with a maximum of 20 travelers per departure.

b) For private parties, WowCuba’s fully supported & guided cycle tour programs can be booked with scaled pricing based on the total # of participants.

Dates and availability are on request / on demand.

Supported Independent
WowCuba partners with CicloCuba to deliver private supported independent cycle tours including, among other services, luggage transfers and an on-call emergency road repair service insurance (service calls extra). Dates and availability are on request / on demand.

Kayaking

Fully Supported & Guided
Kayak trips are available on a private basis with a minimum of 2 travelers. WowCuba doesn’t organize group kayak trips with individual sign-up. Dates and availability are on request / on demand.

Hiking

Fully Supported & Guided
WowCuba’s hiking circuit programs are available for private departures with a dedicated support vehicle and local guide. Dates and availability are on request / on demand.

Diving

Independent
WowCuba arranges and prepays your transportation, accommodations (normally with breakfast included), dives so that you can just jump in and start having fun when you arrive. If required, WowCuba has destination representatives in Cuba in the unlikely event any local troubleshooting with confirmed services is required. Dates and availability are on request / on demand.

Tailor-Made Travel (FIT)

FIT (Flexible Independent Itinerary) refers to an advanced custom itinerary design service focusing on unique experiences and out-of-the-box solutions. With MacQueen’s Island Tours (WowCuba), this option includes bespoke options for private dedicated chauffeured vehicles and guides or concierges.

Group Organizers

Refers to travel services handled by travel agents, tour operators or tour organizers at preferred rates on behalf of groups of ten (10) or more travelers. For details on available services, visit Partner with WowCuba.

CONDITIONS

CONTRACT

MacQueen’s Island Tours is a federally incorporated Canadian tour operator registered in the province of Prince Edward Island. As such, this contract is governed by Canadian law. To make a booking, you must be at least 18 years of age. When submitting your booking request, you guarantee your authority to accept our booking terms & conditions on behalf of yourself and/or others in your party. You accept responsibility to make all payments due in connection with your booking. When booking on behalf of another person, you also verify that you have obtained all required consents. Your booking is confirmed and our terms & conditions in effect upon receipt of the applicable deposit or payment amount and issuance of our confirmation statement (deposit) and/or invoice (payment in full).

DOCUMENTATION

It is each traveler’s personal responsibility to ensure their passport, visa and immigration requirements are compliant with local and international regulations. MacQueen’s Island Tours (WowCuba) assumes no responsibility for loss if travel plans are affected due to issues with required documentation.

HEALTH CONSIDERATIONS

It is each traveler’s personal responsibility to ensure their passport, visa and immigration requirements are compliant with local and international regulations. MacQueen’s Island Tours (WowCuba) assumes no responsibility for loss if travel plans are affected due to issues with required documentation.

MEDICAL INSURANCE
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 each traveler’s responsibility to ensure valid medical coverage for the duration of their stay and the scope of their activities in Cuban territory. MacQueen’s Island Tours (WowCuba) is not responsible for advancing funds to clients for any medical emergencies or expenses related to an illness or accident while traveling which may or may not be covered post-travel by a client’s insurance provider.
 
Canadians
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 their country of residence in advance of travel.
 
Others
MacQueen’s Island Tours (WowCuba) 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. Solways is an option for online purchase of a medical insurance policy for Cuba. Some US airlines include a basic medical insurance policy with flights, and travelers should carefully review how to use that policy locally, and be aware if it is activated in Cuban medical facilities with boarding pass presentation, or if they must collect receipts and submit post-travel for compensation consideration.
 
Local Coverage
Medical coverage may also be purchased on arrival from the Cuban insurance company ESEN or Asistur for approximately $3/day. For anyone over 70 or anyone participating in high-risk activities, a supplement of approximately $2/day will apply. Asistur has desks at all international airports (prior to proceeding through the Cuban Immigration counters) as well as various provincial offices.

PROTECTION & CLAIMS

Founded in 1977, our organization is financially stable and sound. We have an excellent track record with the Better Business Bureau, and strive not only to ensure excellence in our service but also demand reasonable levels of service and compliance from our suppliers.
 
If a problem arises during your WowCuba holiday and the service provider is unable to resolve it directly to your satisfaction, please immediately contact our 24-hour emergency telephone +53 5272 1777 (call, text, message, or WhatsApp) for assistance and advice on how to proceed. Our highly experienced destination representatives are often able to troubleshoot relatively quickly and get things back on track. If, for any reason, a post-service refund claim must be opened, then please follow up in writing to info@wowcuba.com within seven days of the incident providing a) your file # b) a brief explanation of the issue you encountered and c) any documentary evidence that we may require to present the claim to our ground handlers for reimbursement consideration. Locally documenting any breach in the delivery of confirmed services as described is essential to our being able to demonstrate incompliance after the fact. Post-service claims can take up to 30 days for authorization with Cuban handlers, and occasionally longer.
 
We’ve never had to resort to this legal avenue, but for issues unable to be resolved internally:
Complaint Handling Process for Consumers
 
Cancellation Insurance
Most travel cancellation insurance policies must be contracted by travelers within 72 hours of deposit or payment for travel services. If interested in protecting your travel investment with cancellation insurance, MacQueen’s Island Tours (WowCuba) urges travelers to investigate specific terms in advance of acquisition of travel services with their local travel insurance providers.

BOOKING FEES

Administrative booking fees are included in your WowCuba proposal / package. Late booking / administrative change fees are additional, if applicable.

Late Booking Fee

$50 USD if registration form received < 72 working hours (M-F) prior to arrival in Cuba

Administrative Change Fee

Assessed at $50 USD per change to FIT services (excludes package tours) 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 MacQueen’s Island Tours (WowCuba) as their intermediary agent. MacQueen’s Island Tours (WowCuba)’s administrative change fees and associated banking fees will be applied to any post-service travel claims sent by travelers to MacQueen’s Island Tours (WowCuba) 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.

WowCuba’s Tailor-Made Travel fees (USD)
 
WowCuba’s Plan-to-Go Fee for new clients covers up to 4 hours of collaboration, advisor research and work to develop and price your bespoke itinerary. Should you decide to book, our planning/consultation  fee will be applied to the cost of your trip. WowCuba’s consulting fees are based on complexity, trip length and number of travelers.
 
Administrative costs begin at $200 for developing your initial proposal, based on 4 hours of detailed research and itinerary/price quotation preparation. This nonrefundable upfront fee typically covers the design of a standard 1-week 2-center trip including transportation, accommodations & activity suggestions for 1-4 travelers. You’ll be provided with a digital travel proposal including space for comments, questions and clarifications for each service. We collaborate to fine-tune your bespoke trip to perfection. To avoid premiums for last minute arrangements, we recommended planning as early as possible.

DEPOSIT & PAYMENT

Cycling

Booking Deposit: 25% of total proposed price
Final Payment Due: 90 days prior to departure.
If booking <90 days prior to initiation of services, payment in full is due upon confirmation of services.

Hiking, Kayaking & Diving

Advance Booking Deposit: 25% of total proposed price
Advance Registration: 90+ days prior to initiation of services                                                                                   
Balance due: 30 days prior to initiation of services
or
Regular Registration: 89 or fewer days prior to initiation of services
Deposit/Final Payment due: in full on confirmation of services.

Group Organizers

Advance Booking Deposit: 25% of total proposed price
Advance Registration: 
90+ days prior to initiation of services                                                                                   
Balance due: 30 days prior to initiation of services
or
Regular Registration: 89 or fewer days prior to initiation of services

Deposit/Final Payment due: in full upon confirmation of services.
Condition: Rooming lists and/or passenger manifests with hotels or airlines will not be finalized, ticket issuance will not be authorized, nor will funds be advanced to operators to prepay travel services per contractual requirements with Cuban ground handlers until payment has been completed in full. A group organizer’s failure to remit final payment to MacQueen’s Island Tours (WowCuba) by the established deadline could result in the release or alteration of the group’s confirmed travel arrangements. MacQueen’s Island Tours (WowCuba) does assume any responsibility for financial loss if the group organizer fails to apply final payment by the established payment deadline.    

Tailor-Made Travel (FIT)

Due upon submission of your quote request: Bespoke Plan-to-Go Fee.
$200 USD is WowCuba’s basic development fee for a standard initial tailor-made travel proposal. The fee’s based on 4 hours of detailed research and itinerary/price quotation preparation. Covers the design of a straightforward 1-week 2-center trip for 1-4 travelers.
Should you decide to book, the nonrefundable development fee will be applied as an administrative credit to your tour price. Consulting fees can vary depending on complexity, trip length and number of travelers. After we have a chance to review your quote request form, we’ll agree on a mutually acceptable base fee & turnaround time prior to processing your payment for itinerary development and pricing.
Booking Deposit: 50% of total proposal price
Final Payment Due: 90 days prior to departure. If booking <90 days prior to departure, payment in full is due upon confirmation of services.

Payment Methods Currency Conversion & Banking Fees

MacQueen’s Island Tours (WowCuba) services are priced in USD and converted to CAD for credit card processing. Charges will be reflected on the client card in their card’s currency, in accordance with the CAD exchange rate of the issuing bank at the time of the transaction. Valid payment options and corresponding fees and deadlines are clearly detailed on all offline service quotations and as part of MacQueen’s Island Tours (WowCuba)’s online booking process.

E-transfers in CAD

View Currency Information

E-transfers from CAD bank accounts are available for prepayment for travel services. Upon confirmation of travel services, you will be issued an invitation to remit payment along with a deadline for completion of the transaction.

Credit Card by Primary Traveler

MacQueen’s Island Tours (WowCuba) accepts payment by Visa or Mastercard credit card in their Canadian office. Credit card payments are processed in CAD 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 Island Tours”.

Credit Card for Organized Group Travel

MacQueen’s Island Tours (WowCuba) accepts payment by Visa or Mastercard credit card in their Canadian office. Credit card payments are processed in CAD 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 Island Tours”..

Wire Transfer

MacQueen’s Island Tours (WowCuba) accepts payment by wire transfer to Cuban accounts when confirmed in their account at least 15 days prior to initiation of services. Payments must not be remitted in USD under any circumstances, as they could be frozen by US authorities as part of their Economic Embargo policy on Cuba. WowCuba assumes no responsibility for losses for this reason. 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 their registration form that they wish to complete payment for travel services by wire transfer, then (providing MacQueen’s Island Tours (WowCuba) determines there is time remaining for this payment option upon reception of the request), the traveler will be forwarded instructions for remitting payment upon MacQueen’s Island Tours (WowCuba) 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. MacQueen’s Island Tours (WowCuba) 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. Keep in mind when choosing this payment option, that if any reductions to services are made after completing payment, refunds are only available via wire transfer in CAD from Canada or CAD cheque from our Canadian office. Cashing foreign cheques (especially for amounts under $300 CAD) can be difficult or impossible in Europe. View corresponding fees for each option in our Cancellation Policy below under Banking Fees.

BOOKING CHANGES

Changes Made By Us/Our Partners
MacQueen’s Island Tours (WowCuba) reserves the right to change any minor aspect of your booking if deemed necessary by our partners or staff in Cuba. Some examples of minor changes may include substituted accommodations, restaurants or rental vehicles of the same or higher standard in the event of closures, maintenance issues, overbooking, or other unforeseen circumstances.
 
If circumstances beyond our control completely prevent the delivery of any planned services, you will be notified by electronically in writing (and also by phone call, if possible) and have the choice of accepting a substitution, refund or credit. If the alternative is a lower value, the price difference will be refunded or credited, per your choice.
 
Changes Made By You
While not always possible to confirm, should you request adjustments to confirmed services, we will always do our best to confirm changes. A detailed written request for modifications to confirmed services must be sent to info@wowcuba.com. For independent travelers, we assess a $50 USD administrative fee 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. MacQueen’s Island Tours (WowCuba)’s administrative change fees and associated banking fees will be applied to any post-service travel claims sent by travelers to MacQueen’s Island Tours (WowCuba) 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.
 
We and our partners do take any new Official Global Travel Advisories into consideration, and in those cases, please inform info@wowcuba.com a minimum of 48 hours prior to your international departure.

CANCELLATION

Cancellation Insurance
Most travel cancellation insurance policies must be contracted by travelers within 72 hours of deposit or payment for travel services. If interested in protecting your travel investment with cancellation insurance, MacQueen’s Island Tours (WowCuba) urges travelers to investigate specific terms with their local travel insurance providers in advance of acquisition of travel services.

Cancellation Policy
Sometimes, due to circumstances beyond your control, cancellation of travel plans may be necessary. If you need to cancel, please email info@wowcuba.com as soon as your plans change and we will do our best to accommodate rebooking if required. Cancellation notifications must be received in writing from the primary traveler associated with the file or their bonafide documented legal representative. Refunds are not always available from our local suppliers, or for holidays for which nonrefundable resources have been dedicated or costs incurred. And time constraints may not always permit that our offices prioritize cancellation requests over existing operational commitments. For those reasons, depending on the type of holiday you are planning, investigating a proper cancellation insurance policy at the time of committing financially to your travel booking is highly recommended.

The sales & operations offices of MacQueen’s Island Tours (WowCuba) 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 MacQueen’s Island Tours (WowCuba) 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 MacQueen’s Island Tours (WowCuba) office staff and that of their ground handlers and service providers to react to and process all cancellation requests.

WowCuba Cycling Tours

Service

Days cancelled prior to initiation of services

Forfeiture (per person)

Domestic land & air tour services

91 & over

Loss of deposit (50% of deposit can apply to future WowCuba group travel within one year; credits are non-transferable)

61 to 90

Loss of deposit + 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 trip price (35% can apply to future WowCuba group travel within one year; credits are non-transferable)

15 to 29

100% of trip price (15% can apply to future WowCuba group travel within one year; credits are non-transferable)

14 and under

100% of trip price

Hiking, Kayaking, Diving Tours + Group Organizers

Service

Days cancelled prior to initiation of services

Forfeiture (per person)

Domestic land & tour services, excluding flights

90 & over

25% of trip price (10% of deposit can apply to future WowCuba travel within one year; credits are non-transferable)

30 to 89

25% of trip price

29 and under

100% of trip price

Reductions of the # of travelers on an organized group or bespoke travel invoice not resulting in the complete cancellation of services, may be subject to pro-rated trip prices for remaining participants. These details are analyzed on a case-by-case basis depending on the service providers involved in the package. Itinerary administrative/development fees are non-refundable. Airline tickets are a non-refundable component of all of our travel packages.

Tailor-Made (FIT) Travel

Service

Days cancelled prior to initiation of services

Forfeiture (per person)

International & domestic air services

after ticket issuance

100% nonrefundable

Domestic land services

90 and over

50% of trip price (20% of deposit can apply to future WowCuba travel within one year; credits are non-transferable)

30-89 days

100% of trip price (20% of deposit can apply to future WowCuba travel within one year; credits are non-transferable)

Domestic land services

29 and under

100% of services

Reductions of the # travelers on a tailor made travel invoice not resulting in the complete cancellation of services, may be subject to pro-rated trip prices for remaining participants. These details are analyzed on a case-by-case basis depending on the service providers involved in the package. Administrative change fees are likewise applied to the addition or modification to services once they have been invoiced.

Banking Fees

Credit card reversals

10% of refundable services

Credit card reversals

CAD cheque or E-transfer refund

10 USD per refund

This refund method is available for payments made by CAD E-transfer, or by wire transfer to Cuba.

CAD wire transfer refund

65 USD per refund

This refund method is available for payments made by CAD cheque, or by wire transfer to Cuba.

Note that your banking institution may apply currency conversion, wire transfer reception, or cheque negotiation fees, especially when negotiating those payment instruments outside of North America.

THE FINE PRINT

MacQueen’s Island Tours (WowCuba) 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. MacQueen’s Island Tours (WowCuba) 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. MacQueen’s Island Tours (WowCuba) 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.