TodoTerrenas Cancellation & Refund Policy

Last updated: October 19, 2026

1. Overview

This policy sets the standard rules for cancelling a booking and getting a refund on TodoTerrenas. It applies to every rental, excursion, class, delivery, and photo or drone add-on booked through todoterrenas.app, which is operated by Inversiones Ter 119. E.I.R.L (RNC 1-31-82380-7).

TodoTerrenas is a marketplace. The rental, excursion, or class is provided by an independent vendor. A vendor may offer more flexible terms than this policy, and if it does, those terms appear on the listing before you pay. A vendor may not apply stricter terms than these.

All times are Dominican Republic time (AST, UTC-4). "Start time" means the pickup, departure, or class time shown on your booking confirmation.

2. Vehicle and equipment rentals

You get a full refund of the rental amount if you cancel at least 48 hours before the start time. The refund drops as the start time gets closer:

• Changing the date: you can move your booking once, free of charge, if you ask at least 24 hours before the start time and the vendor has availability.
• Early return: if you return a vehicle or equipment early, the unused time is not refunded.
• Weather: rain or clouds alone is not a reason for a refund on a rental. If the vendor closes rentals for safety reasons, you choose between a full refund and a new date.
• Breakdown or unavailable vehicle: if the vehicle you booked is not available, or breaks down through no fault of yours, the vendor offers a replacement of equal value or a full refund of the unused time.
• Cash bookings: if you chose to pay the vendor in cash at pickup, no online refund applies. Cancel with the vendor directly.

3. Excursions and classes

The same refund schedule as rentals applies to excursions and classes: 100% if you cancel 48 hours or more before the start time, 50% between 24 and 48 hours, and 0% under 24 hours or for a no-show.

These cases are handled differently:

• Weather or safety: if the vendor cancels because of weather, sea conditions, or safety, you choose between a full refund and a new date. This includes cancellations on the day.
• Minimum group size: if a trip needs a minimum number of guests and does not reach it, the vendor tells you at least 24 hours ahead and you receive a full refund or a new date.
• Late arrival: if you arrive after the departure time, the excursion or class may leave or start without you and no refund is due.
• Guest changes: you can reduce the number of guests on the same schedule as cancellations above. Refunds apply only to the guests removed.

4. Delivery and photo or drone add-ons

The delivery fee is refundable until a driver has been dispatched, and the photo or drone add-on is refundable up to 24 hours before the session.

Delivery

• Cancel before the driver is dispatched: the delivery fee is refunded in full.
• Cancel after dispatch, or if no one is available to receive the delivery: the delivery fee is not refunded.
• Delivery orders are always paid in the app. The delivery fee is paid to TodoTerrenas and refunded by TodoTerrenas. The rental amount is refunded under section 2.

Photo and drone add-on

• Cancel 24 hours or more before the scheduled session: full refund.
• Cancel less than 24 hours before, or no-show: no refund, because the provider has reserved the time.
• If the provider cancels, or weather or safety prevents the flight, you choose between a full refund and a new date.
• Once photos or video have been delivered, the add-on is not refundable. You can ask for a re-edit through support.

5. Security deposits

A security deposit is a temporary hold on your card, not a charge, and the vendor must release it within 3 business days after you return the vehicle or equipment in the same condition.

• Amount: each vendor sets its own deposit. The amount is shown on the listing and at checkout before you pay.
• Confirmation: a booking is final once the vendor confirms the hold.
• Release: your bank may take up to 10 business days to show the released funds. That delay is controlled by your bank, not by TodoTerrenas or the vendor.
• Deductions: the vendor may keep part or all of the deposit only for documented damage, missing equipment, a late return, or fines caused during your rental. The vendor must send you photos or other evidence and the amount before taking it.
• Disputes: if you disagree with a deduction, contact support within 14 days. TodoTerrenas reviews the evidence from both sides and helps reach a fair outcome.
• If you cancel: the hold is released when your booking is cancelled, regardless of the refund percentage.

6. When a vendor cancels or does not show up

If a vendor cancels or fails to deliver your booking, you receive a full refund of everything you paid for that booking, including the delivery fee and any add-ons.

• The vendor must tell you as soon as possible and may not charge you any cancellation fee.
• If the vendor does not show up at the agreed time and place, contact support. We refund you in full and, where we can, help you find a replacement.
• Vendors who cancel repeatedly or fail to show up may have their listings hidden or their account suspended.

7. How refunds are paid

Refunds go back to the card or payment method you used, and we process them within 5 business days after the cancellation is approved.

• Bank timing: your bank may take another 5 to 10 business days to show the refund.
• Currency: refunds are made in the currency you were charged. Exchange-rate differences applied by your bank or card are not refundable.
• Processing fees: the fee charged by our payment processor, Stripe, is not returned when you cancel, so it is deducted from customer-initiated refunds. It is not deducted when the vendor or TodoTerrenas cancels.
• How to request: cancel from your booking confirmation or message support. Include your booking number.
• Disputes: please contact us before opening a dispute with your bank so we can fix it faster.

8. Vendor subscriptions

Vendors can cancel their subscription at any time, and it stays active until the end of the month already billed.

• Billing: subscriptions are billed monthly. Individuals pay from day one. Companies receive their first month free. If a payment is missed or a plan is not chosen when the free month ends, your listings are hidden from the site right away.
• Per-vehicle fee: companies are billed for each motorized vehicle listing beyond the first two, based on how many are active when the invoice is created. Deactivate a listing before the invoice date if you no longer want it counted.
• Cancelling: cancel from your vendor dashboard or by messaging support. Your listings are hidden when the paid period ends.
• No partial refunds: we do not refund part of a month, except to correct a billing error. Report a billing error within 30 days.
• Your data: once your listings are hidden, you have 30 days to renew or choose a plan and they come back. After 30 days without renewal, your listings are removed from our system. We keep your account and verification documents until you choose a plan again or ask us to delete them.

9. Governing law and disputes

This policy is governed by the laws of the Dominican Republic.

If you have a problem with a booking or refund, contact us first at support@todoterrenas.app or on WhatsApp. We will respond within 3 business days and try to resolve it within 30 days. If we cannot resolve it, either side may take the dispute to the competent courts of the Dominican Republic.

Nothing in this policy limits any consumer rights that you have under Dominican law and that cannot be waived by agreement.

10. Contact us

TodoTerrenas, operated by Inversiones Ter 119. E.I.R.L (RNC 1-31-82380-7)
Las Terrenas, Samaná, Dominican Republic
Email: support@todoterrenas.app
WhatsApp: +1 (817) 471-2912
Hours: daily, 7am to 10pm (Dominican Republic time)