Booking and participation in outdoor experiences, tours, and adventure activities in Guatemala
| Provider | Keneth Donovan Batres Méndez, trading as Xplora |
| Tax ID (NIT) | 8259028-1 |
| Commercial registration | No. 415689 |
| Website | xploragt.com |
| info@xploragt.com | |
| Phone / WhatsApp | +502 3067-6503 |
| Effective date | October 7, 2026 |
These Terms must be read together with our Cancellation & Refund Policy, our Privacy Policy, the specific conditions of each experience, and any consent forms that apply to your booking.
Our services are offered under the trade name Xplora by Keneth Donovan Batres Méndez, sole proprietor, Tax ID 8259028-1, commercial registration No. 415689, based in Quetzaltenango, Guatemala (“Xplora,” “we,” “us”).
Our registration with the Guatemalan Tourism Institute (INGUAT) is currently in process. We will update this section once the registration is issued.
These Terms apply to the use of xploragt.com and to all bookings for experiences, tours, expeditions, and related services organized, coordinated, or sold by Xplora in Guatemala, whether booked through our website, email, WhatsApp, social media, payment links, or authorized agents.
Your contract with Xplora consists of these Terms, the Cancellation & Refund Policy, the Privacy Policy, the specific conditions of your experience, your booking confirmation, and any consent forms you accept.
The specific conditions of an experience prevail on the points they cover, as long as they were communicated before payment. No document may limit rights that cannot be waived under applicable law.
You accept these Terms by checking the acceptance box, signing, confirming in writing, or making a payment. If you book for other people, you confirm that you are authorized to share their information and that you will share these Terms, requirements, and risks with them. Each adult participant must personally accept any health, risk, and image consents that apply to them.
Publishing an experience or answering an inquiry does not guarantee availability. Your booking is confirmed only when we receive the required payment or deposit and send you a written confirmation.
If we receive your payment but cannot confirm your spot, we will refund 100% of the amount received for the unconfirmed service.
Please review your confirmation immediately and let us know about any error in names, dates, meeting points, or services. Costs caused by incorrect information you provide are your responsibility, unless the error is ours.
If you do not complete payment within the stated deadline, we may release your spot after giving you reasonable notice. Amounts already paid will be handled under the Cancellation & Refund Policy.
Cancellations, date changes, booking transfers, no-shows, and refunds are governed by our Cancellation & Refund Policy. In summary, unless the specific conditions of your experience say otherwise:
Please read the full policy before booking.
You are responsible for having a valid passport and meeting all entry, visa, health, and customs requirements for your nationality to enter and stay in Guatemala, and to travel to any other country included in your trip. Our Visa & Entry Requirements page offers general guidance, but requirements can change, so please confirm them with official sources before you travel.
If you are denied entry, deported, or cannot take part due to missing documents, your booking will be handled under the Cancellation & Refund Policy.
For trekking, volcano ascents, high-altitude experiences, time in remote areas, and other adventure activities, you must have valid travel insurance for the entire duration of your experience, covering at least accidents, emergency medical care, medical evacuation from remote areas, and repatriation.
For all other experiences, we strongly recommend similar coverage, plus trip cancellation and baggage protection.
By confirming your booking, you declare that you have the required coverage. We do not verify insurance policies and are not responsible for their validity or exclusions. Not having insurance, or having insufficient coverage, does not entitle you to a refund and does not make Xplora responsible for medical, evacuation, or repatriation costs.
Our experiences do not include insurance unless the specific conditions state otherwise.
Minors aged 10 and older may take part in some experiences, when the difficulty, duration, and conditions are suitable. Some experiences set a higher minimum age or do not admit minors for safety reasons.
Anyone under 18 must be accompanied and supervised at all times by a parent, legal guardian, or an adult with written authorization from the minor’s parents or legal guardian. The booking, risk acceptance, medical information, and any authorizations must be completed by the minor’s parent or legal guardian.
Minors traveling to Guatemala must meet the entry requirements of Guatemala and the exit requirements of their country of residence, including any parental travel authorization. We may request supporting documents and may decline a minor’s participation if authorization cannot be verified, documents are incomplete, or the experience is not appropriate for the minor’s age or condition.
Before booking, review each experience’s difficulty, duration, altitude, terrain, and physical demands. The description is not a medical assessment and does not guarantee that the activity is right for you.
Before your trip, tell us about any medical condition, allergy, pregnancy, medication, or limitation that could reasonably affect your safety or that of the group. We do not diagnose or certify medical fitness. When there is a reasonable risk, we may ask for a written clearance from a health professional.
Withholding or misrepresenting relevant health information may lead to your exclusion from an activity. Any financial consequences will depend on the timing, the cause, and the costs already committed.
Bring all your prescribed medications and medical equipment, such as inhalers, epinephrine, or insulin, in sufficient quantity for the whole trip. Pharmacies, hospitals, and emergency services may be limited or unavailable in remote areas. Before the start, let your guide know discreetly where your emergency medication is and how to use it, if needed.
Outdoor experiences in Guatemala may include hiking, volcano ascents, camping, water activities, boat trips, vehicle transfers, and visits to rural or remote areas. Depending on the experience, risks may include, among others:
This list is not exhaustive. Specific risks are communicated in each experience’s description, safety briefing, or consent form.
Accepting these risks does not waive rights that cannot be waived and does not release Xplora from liability for damage directly caused by our own negligence, misconduct, breach of contract, or defective equipment we provide.
You agree to:
Your guide may adjust the pace, require equipment, stop a maneuver, temporarily separate a participant, or cancel an activity when there is a reasonable risk to you, the group, our staff, the environment, or others. You must follow these decisions even if the activity has been paid for.
Safety decisions are based on observable conditions, available information, instructions from authorities, the condition of the group, and reasonable technical judgment, and they will be reasonably documented.
Being kept out of an activity because you did not follow instructions or requirements does not automatically entitle you to a refund. When a restriction is attributable to Xplora or to insufficient information provided before booking, the legally applicable remedies will apply.
Safety equipment we provide will be suitable for the activity and reasonably maintained. Tell us right away if anything seems damaged or poorly fitted, and don’t use defective equipment or handle it in unauthorized ways.
When an experience requires personal gear, such as technical clothing, hiking boots, a headlamp, a sleeping bag, or sun protection, you are responsible for bringing it according to the packing list we send you. You are responsible for loss of or damage to equipment we lend you caused intentionally or through negligence, except normal wear and tear or pre-existing defects.
Our staff may provide first aid within the limits of their training, protocols, and available equipment. We do not provide medical services or diagnoses, and our staff will not perform invasive procedures or treatments reserved for health professionals.
In an emergency, we may contact rescue services, ambulances, police, firefighters, hospitals, insurers, or other reasonable resources. If you cannot express your wishes, we may request the care reasonably necessary to protect your life or prevent greater harm. Response times depend on location, weather, terrain, communications, and third parties; we cannot guarantee immediate evacuation.
Unless the harm is legally attributable to Xplora, costs charged by hospitals, doctors, medications, ambulances, helicopters, rescue teams, extra accommodation, transfers, or repatriation are your responsibility. If we must pay an urgent cost to protect you, we may ask you to reimburse it with supporting documents.
Tell us about any food allergy, anaphylaxis, intolerance, or dietary restriction when you book. We will pass the information on to our providers, but in communities, camps, and remote areas we cannot guarantee separate kitchens, the absence of cross-contamination, or special diets. If your needs cannot reasonably be met, you should bring your own safe food.
No food will be considered free of a specific allergen unless the provider expressly confirms it. We are not responsible for reactions caused by information you did not share, by food you chose to eat against warnings, or by food you bought directly; we remain responsible for our own legally attributable failures.
You may not take part in any activity under the influence of alcohol, illegal drugs, or medication that affects your awareness, coordination, balance, or judgment. Moderate drinking may be allowed only at authorized times and places that do not involve risky activities or driving, and your guide may prohibit it when it affects safety or local rules. We may refuse boarding or participation if there are clear signs of intoxication.
We do not tolerate violence, threats, harassment, non-consensual sexual contact, indecent exposure, intimidation, discrimination, degrading language, theft, vandalism, possession or trafficking of drugs, unauthorized weapons, deliberate environmental damage, or illegal acts.
Please respect other travelers, our staff, local communities, Maya peoples, authorities, traditions, sacred sites, and cultural diversity. Racist, sexist, homophobic, religious, xenophobic, or derogatory comments are not allowed.
Depending on the seriousness, repetition, risk, and available evidence, measures may include a warning, exclusion from an activity or from the experience, notification of authorities, and charges for proven damage.
We may remove a traveler for serious breaches, violence, harassment, intoxication, illegal acts, ignoring safety instructions, or conduct that creates a reasonable risk. If this happens in a remote area, we will take reasonable steps to bring you to a safe and accessible place, considering the time, weather, your physical condition, available means, and risk to the group, and we may request support from authorities or emergency services. We will never leave anyone in a foreseeably dangerous situation.
Reasonable, documented extra costs caused by your conduct may be charged to you. There is no refund for services already provided or for non-recoverable costs caused by the breach. Any recoverable balance will be calculated proportionally under the Cancellation & Refund Policy.
Follow leave-no-trace principles and the rules of Xplora, Guatemala’s protected-area authorities (CONAP), the Ministry of Environment (MARN), municipalities, communities, and site managers.
Do not leave litter, feed or chase wildlife, pick plants, remove rocks or archaeological pieces, introduce species, pollute water, light fires without permission, or damage infrastructure, cultural sites, or sacred places.
Waste must be removed according to each site’s rules. Where there are no toilets, only the method authorized for that ecosystem may be used; in some places, you may be required to carry out human waste rather than bury it.
You are responsible for fines and damage caused by your intentional or negligent conduct. We may report incidents to the competent authorities.
Departure and return times are estimates and may change due to traffic, weather, road conditions, blockades, immigration, group condition, breakdowns, decisions of authorities, or force majeure. We may replace a vehicle, boat, or provider with another reasonably suitable option when needed, and we do not guarantee a specific model or seat unless expressly confirmed.
Please use seat belts and life jackets when available, keep aisles clear, follow the driver’s instructions, and do not distract the driver or interfere with operations.
If pick-up is included, give us your exact and complete address and be ready at least 10 minutes early. Transport will wait a maximum of 10 minutes after the agreed time.
When transport is booked directly by you and is not part of your booking, Xplora is not a party to that contract.
Some parts of an experience may be delivered by independent providers, such as transport companies, local guides, hotels, communities, or restaurants. Each provider is responsible for carrying out its own services under the law that applies to it. This does not release Xplora from its own duties of information, reasonable selection, coordination, safety, and contract performance. Providers’ internal rules apply when they have been communicated or are reasonably expected, as long as they do not contradict your non-waivable rights.
We may change routes, schedules, order of activities, duration, campsites, accommodation, transport, or activities for objective reasons of safety, weather, closures, community restrictions, availability, group health, force majeure, or decisions of authorities.
We will try to offer an alternative of reasonably equivalent nature, safety, and value, and we will not pass on costs caused by our own planning, booking, or coordination errors. If a change substantially reduces the purpose or value of the experience, you may accept the alternative or receive a proportional refund for services not provided, under the Cancellation & Refund Policy.
Urgent changes during an activity may be communicated verbally by your guide. Material changes before departure will be communicated in writing.
We may postpone, cancel, suspend, or interrupt an experience when a force majeure event prevents it from being carried out safely or reasonably. Before the start, the rescheduling, credit, or refund options in the Cancellation & Refund Policy apply. After the start, we will protect the group, coordinate the return, and try to recover amounts paid to providers for unused services. Extraordinary costs will not be imposed unilaterally; we will explain the situation and seek a reasonable solution.
Xplora does not sell international flights to or from Guatemala. If an experience includes a domestic flight or we arrange one as an expressly identified intermediary service, the contract of carriage is between you and the airline, and the airline’s fares, rules, and conditions apply. We are not responsible for delays, cancellations, overbooking, baggage, or operational decisions made by the airline, but we are responsible for our own errors in managing the booking and will provide reasonable assistance.
Please check names, dates, airports, baggage, and connections before authorizing a ticket. Some fares may be non-refundable or non-transferable.
If your flight to Guatemala is delayed or cancelled and you cannot arrive on time, the rules in the Cancellation & Refund Policy apply.
The category, room type, meal plan, campsite, and services are described in the specific conditions. On shared-accommodation experiences, we may assign roommates or tent-mates based on sex, availability, requests, and group needs. Private rooms or tents are only guaranteed if booked expressly. We cannot guarantee personal compatibility, complete silence, or specific beds.
If an accommodation becomes unavailable, we will try to replace it with a reasonably equivalent option. If the replacement is materially inferior, a proportional refund or compensation will apply when appropriate.
You are responsible for intentional or negligent damage to the accommodation and must follow its rules.
Be at the meeting point on time. We are not obliged to delay departure if it would affect the group, providers, permits, or safety. Late travelers may join the group only when it is safe and operationally possible, at their own cost.
Do not leave the group, change routes, or return on your own without informing your guide. If you decide to leave an experience voluntarily, please confirm your decision in writing when possible; you will assume the risks and costs involved, unless the cause is attributable to Xplora.
You are responsible for your money, documents, phone, camera, medication, luggage, and belongings. Xplora does not act as custodian of your belongings unless we expressly receive them and document it.
We are not responsible for loss, theft, or damage caused solely by your carelessness, by inherent risks that were disclosed, or by unforeseeable acts of third parties, unless the loss is legally attributable to us.
Luggage must respect the limits we communicate. Weapons, illegal drugs, explosives, hazardous materials, wildlife, plants, archaeological pieces, and items prohibited by authorities or providers may not be carried.
Items left behind may be kept for a reasonable period; the cost of shipping or recovery is yours. Perishable or hazardous items may be discarded immediately.
Permission to use your image or voice for promotion is optional, specific, and separate from accepting these Terms. Saying no will not affect your booking or participation. You may withdraw your permission for future uses at any time; we will try to remove the content from channels we directly control within a reasonable time, but we cannot guarantee the removal of copies made or republished by third parties before your request. Images of minors require separate authorization from their parent or legal guardian.
We may take limited photos or video for operational documentation, safety, incident investigation, or contractual evidence, in line with our Privacy Policy.
You keep the rights to the photos, videos, reviews, and other content you share. When you voluntarily send content to a channel identified for publication, you grant Xplora a non-exclusive, free license, revocable for future uses, to reproduce, technically edit, and publish it in connection with your experience or the promotion of Xplora.
We will not use content shared in private conversations, closed groups, or internal folders for advertising without additional permission. You confirm that you are allowed to share the content and that it does not violate the rights of others, privacy, intellectual property, or applicable law.
We process your personal data according to our Privacy Policy. Health information, travel documents, emergency contacts, and information about minors are used only for the stated purposes and shared only as needed with guides, providers, authorities, insurers, or emergency services. Consent for marketing, image use, and non-essential processing is requested separately and can be withdrawn for future uses.
All text, photos, videos, trademarks, logos, designs, and original itineraries on xploragt.com belong to Xplora or are used with permission. You may not copy, sell, adapt, distribute, mass-extract, impersonate, or commercially use them without our written permission, except as allowed by law.
You may not interfere with the website’s security, introduce malicious code, attempt unauthorized access, make abusive automated bookings, or use other people’s accounts.
If you create an account on our website, you must protect your login details and tell us about any unauthorized access.
We may suspend an account or transaction in cases of fraud, abusive chargebacks, identity theft, illegal activity, harassment of our staff, or serious breach of these Terms. Suspending an account does not by itself allow us to keep payments for future services; any cancellation will be handled under the Cancellation & Refund Policy and the law.
Our website may contain links to pages, maps, social networks, payment platforms, or other third-party services, which are subject to their own terms and policies. We do not control the content or availability of external websites, but we remain responsible for our own statements or instructions when we recommend or integrate a service, where the law requires it.
We take reasonable measures in organization, information, provider selection, and safety according to the nature of each experience. We cannot guarantee that an adventure activity will be free of accidents or that natural conditions will remain stable.
We are not liable for damage arising solely from disclosed inherent risks, force majeure, unforeseeable acts of third parties, or your own breach, provided we have met our legal and contractual obligations.
Nothing in these Terms excludes or limits our liability for intentional misconduct, negligence, recklessness, lack of skill, essential breach, misleading information, defective equipment we provide, negligent selection of providers, or any liability that cannot legally be limited.
Claims will be assessed according to the cause, the conduct of the parties, foreseeability, evidence, the services booked, and applicable law. Not every incident is presumed to be attributable to Xplora, and accepting risks does not eliminate our obligations.
You are responsible for direct and proven damage you cause to Xplora, other travelers, providers, communities, the environment, or heritage sites through intentional, negligent, or illegal conduct, or by ignoring reasonable safety instructions. This does not include claims arising from breaches, negligence, or liability of Xplora or of third parties not attributable to you.
We may charge reasonable, documented costs for repairs, cleaning, transport, fines, or extraordinary assistance directly related to your conduct.
If something goes wrong during your experience, please tell your guide right away so we can try to fix it. Not doing so does not remove your rights, but it may limit our ability to reduce the impact.
Safety incidents may be documented through reports, photos, videos, location data, statements, and communications, in line with our Privacy Policy.
You can send complaints to info@xploragt.com or via WhatsApp at +502 3067-6503, including your booking number, what happened, the date, what you are requesting, and any evidence.
You may also use the Complaints Book (Libro de Quejas) or contact Guatemala’s consumer protection agency, the Dirección de Atención y Asistencia al Consumidor (DIACO). Contacting us directly does not limit your right to go to the competent authorities or courts.
These Terms are governed by the laws of the Republic of Guatemala, including applicable consumer protection, civil and commercial contract, electronic communications, tourism, environmental, protected-area, and heritage regulations. We will try to resolve any dispute through direct communication and good-faith negotiation. Legal disputes will be heard by the competent courts of Guatemala, without requiring you to waive in advance any jurisdiction or right granted to you by law.
Nothing in these Terms deprives you of any mandatory protection you may have under the consumer laws of your country of residence, where those laws apply.
We may update these Terms for future bookings. Changes do not apply retroactively to confirmed bookings, unless required by law, an order from an authority, or urgent safety reasons. Each booking is governed by the version accepted when it was confirmed. We will publish the effective date and try to notify you of material changes that affect existing bookings.
If any provision is found invalid or unenforceable, it will be interpreted or limited as needed to comply with the law, and the rest remain in force. Not exercising a right immediately does not mean waiving it. Exceptions granted in one case do not create an obligation to grant them again.
You may not transfer your booking except as allowed in the Cancellation & Refund Policy. Xplora may reorganize or transfer its operation only if your rights are not reduced, and we will inform you when appropriate.
These Terms are published in English and Spanish for your convenience. In case of any discrepancy between the two versions, the Spanish version prevails.
| Trade name | Xplora |
| Provider | Keneth Donovan Batres Méndez |
| info@xploragt.com | |
| Phone / WhatsApp | +502 3067-6503 |
| Location | Quetzaltenango, Guatemala |
By confirming your booking, you declare that, before paying, you had access to these Terms, the Cancellation & Refund Policy, the Privacy Policy, and the specific conditions of your experience; that you were able to read them, ask questions, and download or request a copy. Acceptance does not mean waiving any rights that cannot be waived under applicable law.
