GuateGO Terms & Conditions

Flexible Changes

Flexible Changes

Easily modify your travel date, time, or route. Just notify us 24 to 48 hours in advance.

Clear Cancellations

Clear Cancellations

Understand how refunds work: from 70% with advance notice to non-refundable last-minute reservations.

Fair Refunds

Fair Refunds

If applicable, receive your money through the same payment method within a maximum of 30 business days.

Terms of Use

GuateGo is a company that facilitates the acquisition of tickets and experiences while traveling. Therefore, to provide you all the information you need while traveling we have developed the following policies to make your experience better and easy in case you need to cancel or reschedule a trip.

General Terms

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During your trip, different changes or inconveniences may arise which are part of your experience (destination changes, schedules changes, change of transport type). GuateGo aims to make your trip as pleasant as possible, but you should keep in mind the following terms when you decide to use our services:

  • 1.1.1 Remember that we are an intermediary between the agency and the client.
  • 1.1.2 There may be delays of 20 to 60 minutes. Remember that several passengers are picked up and passing one by one takes time, BUT you should always be ready.
  • 1.1.3 People who have paid more or less than you can travel on the same bus. The reason for this is that each agency sells its tickets in a different way; GuateGo tries to pay its suppliers in a responsible manner and in accordance with all the tax laws of the countries, and this has a price. However, the attention and service you will receive in GuateGo make everything work well.
  • 1.1.4 If you have forgotten any object, we can hardly find it and return it, but we will try. Remember that you are responsible for your objects.
  • 1.1.5 GuateGo is not responsible for any changes to company schedules or dates. In case of any change, you will be notified by email.
  • 1.1.6 GuateGo is exempt from third-party factors that may occur within your trip, being these mechanical malfunctions, roadblocks, accidents, deflated tires, traffic, travel time, earthquakes, human and natural disasters. We can never be held responsible for these incidents and, therefore, we can hardly provide refunds or pay extra costs because of this.
  • 1.1.7 Remember to plan your trip if you are traveling on high Season (Holy week, New Years Eve, Christmas, among others), as the time moving from one place to another and lines in migrations can be longer than the usual, and we are not responsible for delays that may occur because of it.

Baggage Policies

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Rates include one standard piece of luggage and one carry-on.
Extra luggage must be informed about in advance as it might incur additional costs.

To know the fees for extra/oversized/odd luggage/surfboards, etc, please contact us via Whatsapp at +(502) 5432-0541 or email [email protected].
Luggage not approved in advance can be refused at pick up time at our sole discretion, and no refund will be given.

Travel Modifications

We understand that unforeseen circumstances may arise. Therefore, we offer modifications under the following conditions for the types of transportation managed by GuateGO.

Shuttles (Shared Services)
Date or Time Changes Modifications can be made at least 24 hours in advance, subject to availability.
In case of flight issues, you must notify us at least 24 hours in advance of the travel date to reschedule. Subject to availability. Origin or Destination Changes Allowed up to 48 hours before the trip, free of charge, as long as the new route permits. If the new trip costs more, you must pay the difference. If the new trip costs less, the remaining balance will be credited to your account. Last-Minute Changes Rescheduling last-minute services may incur additional costs or be considered a "no-show."
Bus Tickets
Bus tickets (Coach or Luxury Buses) are subject to availability and may incur additional costs for changes. Date or Time Changes Date and time changes are allowed with 48 hours' notice before the trip. These are subject to availability and may incur additional costs. Origin or Destination Changes Date and time changes are allowed with 48 hours' notice before the trip. These are subject to availability and may incur additional costs. Last-Minute Changes Rescheduling last-minute services may incur additional costs or be considered a "no-show."

Important: Departure and arrival times are estimates and are not guaranteed.

guateGO is not responsible for delays or missed connections. Passengers are advised not to book tight connections.

Schedules and Delays

All transportation services offered by guateGO are operated by third-party providers. Departure and arrival times are estimated and subject to change due to weather, operational, or logistical conditions.

guateGO does not guarantee exact arrival times and shall not be held responsible for delays or schedule changes.

Connections and Liability

Passengers are solely responsible for ensuring sufficient time between booked services, including flights, transfers, or other connections.

guateGO is not liable for any direct or indirect losses resulting from missed connections, including but not limited to flights, accommodations, or other travel arrangements.

Customer Responsibility

By using our services, the passenger acknowledges that schedules are estimates and that adequate buffer time must be planned.

Private Services
Date or Time Changes Private service tickets can be modified up to 48 hours in advance, free of charge, if the route permits.
In case of flight issues, notify us in advance to reschedule free of charge. Failure to notify may result in additional charges or be considered a "no-show." Origin or Destination Changes Allowed up to 48 hours before the trip, free of charge, as long as the new route permits. If the new trip costs more, you must pay the difference. If the new trip costs less, the remaining balance will be credited to your account. Last-Minute Changes Rescheduling last-minute services may incur additional costs or be considered a "no-show."
Flexible Modifications

For changes or more information, contact [email protected] or +(502) 5432-0541

Cancellation Policies

At GuateGO, your experience is our top priority. We aim to ensure that traveling to explore new places is hassle-free. These policies apply from the moment the purchase is made, regardless of how much time has passed since the transaction.

Full refunds will not be granted for cancellations made within the first 24 hours of purchase if they do not meet the conditions outlined below. By confirming your purchase, you accept these policies in full.
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Cancellations within 48 hours before the travel date = Non-refundable.

Cancellations between 48 and 72 hours before the travel date = 50% refund.

Cancellations made more than 72 hours before the travel date = 70% refund.

Last-minute purchases (within 24 hours before the trip) = Not eligible for changes or refunds.
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If you made your purchase through our website, PayPal, or via a direct link, refunds will be processed through the same method.

The process may take up to 30 business days from the date of your request, provided your cancellation meets the conditions for a refund.
Do you want to cancel a service but are unsure of your new date or destination?
Apply for a credit: up to one year if you cannot travel. You can modify the date or time of the trip and reuse 100% of the amount paid, provided the new trip is of the same value and the request is made at least 48 hours before the travel date.
Cancel and credit