Last updated: September 2026
This Cancellation and Refund Policy applies to reservations made directly with KAIA Jacó, including reservations completed through kaiajaco.com.
By completing a reservation, the guest confirms that they have read and accepted this policy.
1. Cancellations made by the guest
The following cancellation conditions apply:
- 30 days or more before the check-in date: 100% refund of the amount paid.
- Between 15 and 29 days before the check-in date: 50% refund of the amount paid.
- Less than 15 days before the check-in date: no refund applies.
The applicable period will be calculated based on the check-in date and time stated in the reservation.
2. Non-refundable rates
When a reservation is made under a rate clearly identified as non-refundable, no refund will be issued if the guest cancels the reservation.
The conditions of the non-refundable rate will be displayed before the reservation is completed.
This applies unless otherwise required by applicable law.
3. No-show
If the guest does not arrive on the scheduled check-in date and has not cancelled the reservation within the applicable cancellation period, the reservation will be considered a no-show.
In such cases:
no refund applies.
The reservation may be considered fully used, and KAIA Jacó may release the remaining nights.
4. Early departure
If the guest voluntarily ends the stay before the originally scheduled check-out date:
no refund will be issued for unused nights.
This applies unless KAIA Jacó determines otherwise due to exceptional circumstances or where required by applicable law.
5. Changes to reservation dates
A request to change reservation dates does not automatically constitute a cancellation.
Changes are subject to:
- availability;
- rates applicable to the new dates;
- minimum or maximum stay requirements;
- the conditions applicable to the original reservation.
If the requested change results in a higher rate, the guest must pay the applicable difference.
If the requested modification cannot be accepted and the guest decides to cancel, the cancellation policy applicable to the original reservation will apply.
6. How to request a cancellation
Cancellations of direct reservations must be requested through one of KAIA Jacó’s official communication channels.
The guest must provide enough information to identify the reservation.
A cancellation will be considered received when KAIA Jacó confirms receipt.
When the booking system allows the guest to cancel directly online, the date and time recorded by the system will be used.
7. Refund calculation
When a refund applies, it will be calculated based on the amount actually paid by the guest and the applicable refund percentage.
Any charge expressly identified as non-refundable will remain subject to the conditions disclosed during the reservation process.
KAIA Jacó will communicate the applicable refund amount before or at the time the refund is processed.
8. Refund method
Whenever technically possible, refunds will be processed through the same payment method used for the original reservation.
For electronic payments processed through TiloPay or another authorized payment provider, KAIA Jacó will process the refund through the corresponding payment system.
KAIA Jacó may not be able to issue a refund to a different card or account when this is restricted by the payment provider or financial institution.
9. Refund processing time
Once a refund has been authorized and processed by KAIA Jacó, the time required for the funds to appear in the guest’s account will depend on:
- the payment processor;
- the issuing bank;
- the financial institution;
- the card type or payment method.
These processing times are outside the control of KAIA Jacó.
Bank processing may take several business days after KAIA Jacó has initiated the refund.
10. Bank fees and exchange rates
For transactions made in a currency different from the currency of the guest’s account, differences may arise due to:
- exchange rates;
- bank fees;
- card issuer charges;
- third-party costs.
KAIA Jacó does not control these charges and is not responsible for differences caused solely by banks, card issuers, or other financial intermediaries.
11. Cancellations made by KAIA Jacó
In exceptional circumstances, KAIA Jacó may be required to cancel a confirmed reservation.
In such cases, KAIA Jacó will first attempt to offer the guest a reasonable alternative whenever possible.
If no alternative is available or the guest does not accept the proposed alternative, KAIA Jacó will process a refund of the amounts paid for accommodation services not provided.
12. Service interruptions during the stay
Temporary interruptions affecting:
- internet;
- electricity;
- water;
- common-area facilities;
- services provided by third parties;
do not automatically entitle the guest to a refund.
KAIA Jacó will assess each situation based on:
- the nature of the issue;
- its duration;
- the actual impact on the stay;
- the actions taken to resolve it.
Where appropriate, KAIA Jacó may offer a reasonable solution based on the circumstances.
13. Force majeure
In extraordinary circumstances beyond the reasonable control of KAIA Jacó, including:
- natural disasters;
- earthquakes;
- floods;
- evacuation orders;
- government restrictions;
- mandatory closures;
- serious emergencies;
KAIA Jacó will assess each reservation individually.
When providing the accommodation becomes legally or materially impossible, KAIA Jacó will seek a reasonable solution in accordance with the circumstances and applicable law.
14. Violation of property rules
If a stay must be terminated because of a serious violation of the property rules by the guest, including conduct involving safety risks, damage, or serious disturbance to others, early termination of the stay:
does not automatically entitle the guest to a refund.
Each situation will be assessed based on its specific circumstances and applicable law.
15. Reservations made through third parties
This policy applies to direct reservations made with KAIA Jacó.
Reservations made through third-party platforms such as Airbnb, Vrbo, Booking.com, Expedia, or other OTAs are subject to the cancellation and refund policies established on the applicable platform and accepted at the time of booking.
16. Applicable law
This policy is governed by the laws of the Republic of Costa Rica.
Nothing in this policy is intended to limit any consumer rights available under applicable law.
17. Contact
For cancellation requests or refund inquiries:
KAIA Jacó
Jacó, Costa Rica
hello@kaiajaco.com
kaiajaco.com
18. Acceptance
By making a direct reservation, the guest confirms that they have read, understood, and accepted this Cancellation and Refund Policy.
