Our Mission, Vision and Values that represent us.

Mission: To provide memorable experiences in Uvita and throughout the Osa Peninsula with responsible service, environmental interpretation, and operations focused on the safety, well-being, and enjoyment of every visitor.

Vision: To be a company recognized for offering reliable, authentic experiences in harmony with nature and local communities, in order to promote cultural and natural richness.

Company values: Safety, respect for nature, punctuality, honesty, personalized service, inclusion, environmental responsibility, and continuous improvement.

Company Policies

Customer Service Policy 

To manage customer complaints, the company follows these steps: 

a- Encourage active listening. 

b- Record any customer complaint. 

c- Show empathy. 

d- Express thanks and apologize. 

e- Ask and follow up with additional questions, or, if by email, address the customer’s concern. 

f- Try to resolve the conflict quickly. 

g- Carry out follow-up on each claim.

Reservation and Sales Policy

Inquiry: the client checks availability through the official contact channels: the email address uvitanighttours@gmail.com and WhatsApp +506 8743 7579. The client must indicate the desired date, number of people, type of experience, and any relevant needs.

Verification: the person in charge of reservations verifies availability and informs the client, through the official channels, of the applicable conditions, meeting point, services included, exclusions, and the amount of the payment or deposit required, when applicable.

Information and payment: the client provides the required information and makes the corresponding advance payment or deposit, when applicable.

Confirmation: once the payment or corresponding deposit has been made, the person in charge of reservations sends the client written confirmation and the instructions for the meeting.

Cancellation Policies

Cancellations must be managed according to the type of experience booked.

For general tours, the request must be made at least 24 hours in advance of the scheduled tour time.

Bookings for experiences in Corcovado National Park are non-refundable. Only when the customer presents valid medical proof may they request to reschedule the booking, which will be subject to availability for the new date and to the company’s confirmation.

Final conditions not detailed in this section must be validated by the company before being published.

Other conditions for carrying out, cancelling and/or rescheduling:

In case of cancellation of general tours: The cancellation request must be made at least 24 hours in advance of the scheduled tour time.

Experiences in Corcovado National Park: Bookings are non-refundable. Only when the customer presents valid medical proof may they request to reschedule the booking, subject to availability for the new date and to the company’s confirmation. This exception is handled as a rescheduling and not as a refund of money.

Cancellation outside the applicable period: If the customer cancels outside the applicable period, they must inform and demonstrate the reason for the cancellation through the relevant documentation or proof. The case will be subject to review by Uvita Night Tours to determine whether a refund applies or not, in accordance with the circumstances and the applicable policy.

Customer no-show: If the customer does not show up for the booked activity and does not report the cancellation within the established time frame, the booking will be considered used or forfeited and there will be no right to claim a refund of the amount paid. 

Our tours may be cancelled or rescheduled under the following circumstances:  

If, due to weather conditions, the activity cannot take place and the guide determines that it must be canceled for safety or operational reasons, the activity will be rescheduled for a new date, subject to availability. If the customer is not available on the new proposed date, they will be entitled to a refund of the amount paid, in accordance with the applicable refund procedure.

Refunds and returns – Request: the customer requests the cancellation by email at uvitanighttours@gmail.com or via WhatsApp at +506 8743 7579. The name on the reservation, the date, and the payment receipt must be provided.

Verification: the team verifies the date of the request and applies the corresponding policy according to the type of experience booked. Bookings for experiences in Corcovado National Park are non-refundable. Only when the customer presents valid medical proof may they request to reschedule the booking, subject to availability for the new date and to the company’s confirmation. This exception will be handled as a rescheduling and not as a money refund. For refund requests that are applicable under the corresponding policy, the approved amount, applicable deductions, and estimated processing time will be communicated in writing.

When an approved refund applies, it will be issued using the method authorized by the company, whether in cash, SINPE Móvil, bank transfer, or PayPal.

Environmental Policies

The company’s actions within its areas of operation focus on implementing measures that promote sustainable tourism and protect the environment and natural resources, while also benefiting the local community at each destination, especially since its future activities will depend on the conservation of these factors.

Role of tour guides in supporting the environment.

• Improve service quality and responsibility toward the environment and local communities.
• Raise awareness among clients, staff, and suppliers about the importance of having a sustainability-focused vision.
• Protect and conserve the environment and its natural resources.
• Develop and promote tourism that works in harmony with the environment.
• Minimize waste generation and manage it responsibly.
• Promote recycling.
• Support nature conservation and the preservation of flora and fauna.

Insurance

All guides have their own civil liability insurance policy, as they are independent guides who offer their guiding services to Uvita Night Tours.

It is highly recommended that all Clients obtain adequate insurance coverage, including situations such as cancellation due to illness, accident or injury, personal accidents and personal liability, and loss of or damage to luggage.

Uvita Night Tours will not be liable if the Client does not have adequate insurance coverage. The Company will not be required to purchase travel insurance on behalf of the Client.