These Terms of Service (“Terms”) govern your access to and use of the Twelve27 Excursions website, and your booking or participation in any excursion, tour, transfer, charter or other activity that we offer (each, an “Excursion”). Please read them carefully. By booking an Excursion, submitting an inquiry, or using this website, you agree to these Terms.
1. About Us
Twelve27 Excursions (“Twelve27”, “we”, “us” or “our”) arranges and operates guided excursions and related travel experiences based in Sosúa, Puerto Plata, Dominican Republic. You can reach us at hello@twelve27excursions.com or +1 987 789 9087.
2. Definitions
- “Guest” means any person who books, pays for, or participates in an Excursion, including minors travelling with a responsible adult.
- “Booking” means a confirmed reservation for an Excursion, made through this website, by email, by phone, or through an authorised partner.
- “Supplier” means any third party we engage to deliver part of an Excursion, such as boat operators, drivers, guides, restaurants, parks and accommodation providers.
3. Eligibility
You must be at least 18 years old to make a Booking. Guests under 18 may participate only when accompanied by a parent or legal guardian, who accepts these Terms on their behalf and remains responsible for their supervision, conduct and safety throughout the Excursion.
Some Excursions carry minimum age, height, weight, swimming ability, mobility or health requirements. These requirements are stated on the relevant Excursion page and are set by us or by our Suppliers for safety reasons. It is your responsibility to confirm that every Guest in your party meets them before booking.
4. Bookings and Confirmation
A Booking request is an offer to purchase. A contract is formed only when we issue a written confirmation by email containing your Excursion details, date, time, meeting point and the number of Guests. Please check your confirmation carefully and tell us immediately if anything is incorrect.
All Excursions are subject to availability, minimum participant numbers, and suitable operating conditions. Where a stated minimum number of Guests is not reached, we may offer an alternative date, an alternative Excursion, or a full refund of amounts paid to us.
4.1 Accuracy of Guest information
You are responsible for providing accurate names, contact details, ages, pickup locations and any relevant medical, dietary or accessibility information for every Guest in your party. We are not liable for a failed pickup, a missed departure or an unsuitable arrangement caused by information that is incorrect, incomplete or supplied late.
5. Prices, Payment and Taxes
Prices are quoted per person unless stated otherwise and are shown in the currency displayed at the time of booking. Unless expressly included in the Excursion description, prices exclude gratuities, personal expenses, optional add-ons, souvenir photos, travel insurance and any items described as “not included”.
We may require full payment or a deposit at the time of booking, as stated during checkout or in your quotation. Any balance is due by the date shown on your confirmation. If a balance is not received by that date, we may treat the Booking as cancelled by you and apply the cancellation charges in Section 6.
Prices may change before a Booking is confirmed. Once confirmed, the price of your Excursion will not change except where a government-imposed tax, fee or levy is introduced or increased, or where you request a change to your Booking.
6. Changes and Cancellations by You
All change and cancellation requests must be sent to us in writing at hello@twelve27excursions.com. The date we receive your written request determines the applicable charge.
- More than 48 hours before departure: full refund of amounts paid to us, or a free transfer to another available date.
- Between 24 and 48 hours before departure: 50% of the Excursion price is retained.
- Less than 24 hours before departure, no-show, or late arrival at the meeting point: no refund is available.
Private charters, multi-day itineraries, custom-built experiences and Excursions requiring third-party ticketing may carry different terms. Where that is the case, the terms are stated at the time of booking and take priority over the schedule above.
Refunds are issued to the original payment method. Third-party payment processing fees and bank charges are non-refundable.
7. Changes and Cancellations by Us
Guest safety comes first. We may change the itinerary, route, vessel, vehicle, guide, timing or inclusions of an Excursion, or cancel it entirely, where weather, sea conditions, mechanical issues, road conditions, government action, operational limits or any other safety concern requires it.
If we cancel an Excursion before departure, you may choose an alternative date, an alternative Excursion of equivalent value, or a full refund of amounts paid to us. If we cancel or shorten an Excursion after it has begun, we will offer a fair partial refund reflecting the portion not delivered.
Beyond the remedies described in this Section, we are not responsible for incidental costs such as flights, accommodation, transfers or lost holiday time.
8. Meeting Points, Pickups and Punctuality
Departure times are firm. Please arrive at the stated meeting point at least 15 minutes before departure, or be ready at your pickup location during the pickup window shown on your confirmation. Where a Guest is not present at departure, the Excursion will proceed and the Booking is treated as a no-show under Section 6.
9. Guest Conduct
Guests must follow all safety briefings and reasonable instructions given by our staff, guides, captains, drivers and Suppliers at all times.
We may refuse boarding to, or remove from an Excursion, any Guest who is intoxicated, under the influence of illegal substances, behaving unsafely, harassing others, damaging property, or otherwise putting themselves or others at risk. No refund is due in these circumstances, and you remain responsible for the cost of any damage caused.
10. Health, Fitness and Assumption of Risk
Outdoor and water-based activities carry inherent risks that cannot be eliminated, including risks arising from weather, sea and river conditions, terrain, wildlife, boat and vehicle travel, physical exertion, and the acts of other participants. By participating, each Guest voluntarily accepts these risks.
You must tell us before booking about any medical condition, injury, pregnancy, allergy, disability or mobility limitation that may affect participation. We will do our best to accommodate reasonable needs, but some Excursions cannot be adapted safely. We may decline participation on safety grounds where a condition was not disclosed to us in advance.
Some Excursions require a signed waiver from our Suppliers before participation. Refusal to sign a required waiver on the day is treated as a cancellation by you.
11. Travel Documents and Insurance
You are responsible for holding valid passports, visas, tourist cards, permits and any other documentation required for your travel, and for complying with local laws. We strongly recommend comprehensive travel insurance covering medical treatment, evacuation, personal accident, cancellation and personal belongings. We do not provide travel insurance.
12. Third-Party Suppliers
Certain elements of an Excursion are delivered by independent Suppliers who operate under their own terms and conditions. Where we act as an agent in arranging those services, our liability is limited to arranging them with reasonable care and skill.
13. Personal Belongings
Guests are responsible for their own belongings throughout an Excursion. We recommend leaving valuables at your accommodation and using dry bags for electronics on water-based Excursions. We are not liable for loss of or damage to personal property except where caused by our negligence.
14. Photography and Media
We may take photographs or video during Excursions for our records and for promotional use on our website and social channels. If you do not wish to appear in such material, please tell your guide at the start of the Excursion or write to us, and we will exclude you.
15. Intellectual Property
All content on this website, including text, photographs, video, graphics, logos and layout, is owned by or licensed to Twelve27 Excursions and is protected by intellectual property laws. You may view and print content for your own personal, non-commercial use. Any other reproduction, distribution or commercial exploitation requires our prior written permission.
16. Acceptable Use of the Website
You agree not to use this website to transmit unlawful, abusive or misleading content, to attempt unauthorised access to any part of the site or its systems, to introduce malicious code, to scrape or harvest data by automated means, or to interfere with the normal operation of the site.
17. Disclaimers
This website and its content are provided “as is” and “as available”. While we work to keep Excursion descriptions, availability and pricing accurate and current, we do not warrant that the site will be uninterrupted, error-free or free of harmful components. Photographs are indicative and conditions in nature vary; wildlife sightings and specific natural conditions can never be guaranteed.
18. Limitation of Liability
To the fullest extent permitted by law, our total liability arising out of or in connection with a Booking or your use of this website is limited to the amount you paid to us for the Excursion concerned.
We are not liable for indirect or consequential loss, including lost enjoyment, lost profits, missed connections, or additional accommodation and travel costs. Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded.
19. Indemnity
You agree to indemnify us against any claim, loss, damage or expense arising from your breach of these Terms, from your negligent or unlawful acts, or from damage caused by any Guest in your party.
20. Force Majeure
We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including severe weather, hurricanes, storms, flooding, earthquakes, fire, epidemic or pandemic, war, civil unrest, terrorism, strikes, port or airport closures, government restrictions, and failures of public utilities or transport networks.
21. Complaints
If something goes wrong during an Excursion, please tell your guide or contact us immediately so we can try to resolve it on the spot. If a matter remains unresolved, write to us at hello@twelve27excursions.com within 30 days of the Excursion date, including your booking reference and a description of the issue.
22. Governing Law and Jurisdiction
These Terms are governed by the laws of the Dominican Republic. The competent courts of the Dominican Republic have exclusive jurisdiction over any dispute arising from these Terms or from a Booking, except where mandatory consumer protection law in your country of residence gives you the right to bring proceedings elsewhere.
23. Changes to These Terms
We may update these Terms from time to time. The version published on this page at the moment your Booking is confirmed is the version that applies to that Booking. The “Last updated” date shown at the top of this page indicates when the current version took effect.
24. Contact Us
Questions about these Terms are welcome.
- Email: hello@twelve27excursions.com
- Phone: +1 987 789 9087
- Address: Sosúa, Puerto Plata, Dominican Republic