RutaBikes guarantees the security and confidentiality of personal data given by their clients. The client is informed of and agrees to his data being incorporated in the automatic data systems of RutaBikes for reasons of client relationship maintenance and sending of commercial information and publicity. This data will be maintained in the data systems of RutaBikes. RutaBikes guarantees that it has got in place practices needed to maintain the data and its treatment as confidential and informs the client of the possibility of utilizing their rights, according to the law, to access, view, modify or remove such data by turning to: RutaBikes Calle 16 # 152, esquina 13, Vedado, Havana, with a copy of their passport or DNI identification document.
Terms and conditions
Please, read carefully.
Deposits and prepaid policyAll bike tours, excursions, rentals (1 week and over) and biking trips require reservations with advance payment, due to the upfront costs and organizational requirements for our staff.
How do I make a reservation?Due to the limited capacity in the tours spots are available according to reservations and then on a first come, first served basis. Therefore, the spot is not guarantee and booking is not finalized until payment has been processed and a confirmation receipt has been issued. In order to pay for your reservation in advance you must provide your credit card information, which will be processed using a secure connection. In case you are already in Cuba, online payment might be difficult, so you can pay in cash directly in our office to guarantee your reservation. Regular tours (wether collective or private) and group tours require a 100% advance payment. Group tours require a 100% advance deposit due to the fact that groups require that we refuse reservations from other customers. Multiday rentals (1 week and over) require a 50% advance payment. Private tailor-made tours, excursions and multi-day bike trips will require a partial deposit in advance of 20% to 50%, depending on the case because these activities have upfront organizational costs.
Rescheduling, Cancellation and Refunds PolicyModification and cancellation requests must be submitted via email to email@example.com or text via sms or whatsapp (+5352476633) and are not considered valid until a confirmation receipt of the same in writing. Rescheduling: For regular tours rescheduling will be possible to accommodate free of charge with a notice up to 24 hours prior to the original date of your tour and during office hours. Rescheduling the same day of the activity will imply a unique rescheduling fee of 10 CUC. A new date will be booked whenever there is availability.
Cancellation and Refund PolicyFor regular tours the 50% of the reservation will be refunded in case of cancellation before 48 hours of the tour. Any cancellation made less than 48 hours before the tour, will be non-refundable. For group tours partial refunds will be possible from 50% depending on the size of the group and the characteristics of the tour in the case of cancellations with at least 10 days before the date of the tour, due to the fact that these tours occupy most of the places and require us to reject other customers’ reservations. For multiday rentals (1 week and over) a total refund of your deposit will only be possible in case of cancelations with 15 days prior. Partial refunds will be possible with a shorter notice. For tailor-made tours, excursions and multi-day bike trips a full refund will only be possible in case of cancelations with 30 days prior to the scheduled activity.
No-showIf the client does not arrive to the tour (15 minutes window) and does not give any notice beforehand, it is considered a “no-show.” No refund whatsoever will be issued to no-show clients. In any situation where the client(s) do not show up for their scheduled tour and they are the only client(s) in the tour, RutaBikes reserves the right to cancel the tour after 20 minutes of waiting unless a notification of late arrival has been made in advance.
Late arrivalTours start and end as scheduled by RutaBikes. If a client arrives late to a regular tour, the time missed is not refundable but the client can choose to reprogram the tour date against a rescheduling fee of 10 CUC, depending on schedule availability. If a client arrives late to a private tour, RutaBikes reserves the right to alter (shorten) the duration of the itinerary accordingly in order the tour ends upon the agreed time.
Cancelations during the tourThe client must know the basics of driving a bicycle and be able to drive in urban areas with normal traffic. In the case that our staff verifies that the client does not possess these skills, their reservation can be canceled to avoid an accident that puts the client and other people at risk; these cancelations will be not reimbursed.
Regular tours and most of the tours start and end at RutaBikes´ office. The distance, duration and intensity of the tours are specified in our website or in previous communication. If a client, for particular reasons chooses to end the tour in a different point, a charge of 10 CUC to 15CUC per client will be applied, in accordance with the distance between this point and RutaBikes´ office. This sum will be used to pay the costs of transportation of the bike(s) back to the office. Our staff is committed to look for the best solution in cases where the client is forced to stop the tour due to an illness or discomfort that makes him impossible to continue with the tour.