Changes and cancellation policy
This policy summarizes how changes, cancellations and rescheduling work for the services Sorocua organizes. Every service depends on a supplier with its own rules, so we share the exact conditions of your booking in writing before you confirm it. If you need to change or cancel, message us on WhatsApp as soon as possible.
Draft pending review by the agency.
(to be confirmed by the agency)
1. General principle
Hotels, guesthouses, airlines, operators and insurers set their own rules for changes, cancellations and refunds. Before you confirm your booking, we tell you the conditions that apply to each service. The conditions shared at confirmation are the ones that govern your booking.
2. How to request a change or cancellation
Message us on WhatsApp at +58 424 321 1516 or email sorocuaviajes@gmail.com with your name and your booking or reference code. Requests are processed during office hours: Monday to Saturday, 9:00 a.m. to 6:00 p.m. (Venezuela time). (to be confirmed by the agency)
3. Packages and lodging
Date changes and cancellations depend on the hotel's or guesthouse's conditions and on how far in advance you request them. (to be confirmed by the agency) During peak seasons and holidays, conditions are usually stricter.
4. Day trips and tours
If the operator cancels an activity because of weather, sea conditions or decisions by the authorities, you'll be offered a new date or an alternative, according to the operator's conditions. Cancellations requested by the traveler follow the conditions shared at booking. (to be confirmed by the agency)
5. Flights
Ticket changes and refunds depend on each airline's fare rules. Some fares allow no changes or refunds; others allow them with a penalty plus any fare difference. An agency handling fee may be added to the airline's charges. (to be confirmed by the agency)
6. Travel insurance
Cancellations and changes to an assistance plan follow Interwelt's conditions for the plan purchased. (to be confirmed by the agency)
7. Changes or cancellations by the supplier
If a supplier changes or cancels a service, or if force majeure prevents it (weather, sea, road closures, official orders), we'll let you know as soon as we hear and present the available options: a new date, an alternative service or a refund, as set by the supplier.
8. No-shows
If you don't show up at the agreed time and place, or don't have the documents required to travel, the service may be considered used. (to be confirmed by the agency)
9. Refunds
When a refund applies, we'll tell you the amount, method and timeframe, which depend on the supplier and the payment method used. (to be confirmed by the agency)
10. Our advice
Take time to review the conditions before confirming, and consider travel insurance that covers the unexpected. If you have questions about your case, ask an advisor on WhatsApp.