Terms and conditions
Our terms and conditions serve to protect the traveler and ensure the product you purchase and we deliver is clear and concise.
Since 1997 we’ve sent thousands to the island. All returned happy travelers. We treat client as partners. Fulfilling our client’s Cuba dream is our ethos. Introducing North Americans to island society and people is our objective. Our goal is for visitors to return home with lasting friends in Cuba and among tourmates.
The legal name of our organization is Zunzun Education Services. We do business under these registered trade names: Cuba Explorer, Cuba Education Tours, Cuba Pros, Jazz Cuba, Authentic Cuba and Our Cuba. Throughout these Terms and Conditions the common name of the company is Zunzun.
All financial transactions should be made payable to Zunzun Education Services.
All client deposits and payments are held in trust until a tour is ready to proceed. Only then are vendor and supplier payments made. Your funds are protected.
Zunzun carries $4,000,000 liability insurance and $4,000,000 errors and omissions insurance for client protection at all stages of travel.
All participants must register online, by telephone, fax or mail to qualify and be accepted on to a tour.
A non-refundable tour deposit of $299 (unless otherwise stated) is required upon registration. If you cancel your tour, your deposit can be applied to any tour in the future or transferred to another traveler of your choice. Registrations are processed on a first come, first served basis and subject to availability. Tour deposits will only be returned if Zunzun cancels or changes tours dates.
Balance of payment is due 45 days prior to departure. Registrations received and confirmed by Zunzun less than 45 days prior to departure are payable in full at the time of tour confirmation.
We accept Visa, MasterCard, American Express, Discover and Diners Club credit cards for travel payments.
Zunzun reserves the right to deny tour participation to any applicant who misses scheduled tour payments and for applicants whose credit cards are declined.
Travel cancellation and trip interruption insurance is not included in tour cost. Zunzun accepts no responsibility for traveler illness or accidents of any kind before or during travel. Travel cancellation and trip interruption insurance policies may refund travel costs because of illness, injury or accidents. We strongly encourage purchase of travel cancellation and trip interruption insurance. Please see the Cuba travel insurance plans.
Notice of tour cancellation must be received by email or courier.
- Cancellation after registration and 45 days prior to travel. Non-refundable deposit will be credited to future travel with Zunzun or your deposit can be transferred to another traveler of your choice.
- Cancellation 44 to 20 days prior to departure. Loss of air cost, and loss of tour cost, however 50% of the paid portion of tour cost can be applied to future travel with Zunzun.
- Cancellation 19 days prior to departure. Loss of all payments received, however tour deposit can be applied to future travel with Zunzun.
- Refunds and credits are not offered to participants who arrive late for or depart early from a tour, or to travelers who don’t show up for services and activities.
Note on sharing rooms. If you cancel your tour and were sharing a room with another tour participant the cost of a single room supplement will be deducted from your refund (if any). If no refund is forthcoming, your tour deposit will be applied to the single room supplement.
Zunzun reserves the right to cancel a tour prior to departure for reasons beyond its control such as natural disaster, political, economic or social instability, and acts of war, terrorism or God in Canada, the US, Cuba or neighboring countries. In such an event, all moneys the traveler has advanced to Zunzun for ground costs (services while in Cuba) will be credited to you for future travel with Zunzun. These moneys do not include air tickets or travel insurance costs, which are non-refundable.
Please see the Cuba travel insurance plans.
Zunzun reserves the right to cancel a tour as a result of too few participants, in which case all monies collected from clients will be refunded, except for air tickets or travel insurance costs, which are non-refundable.
We reserve the right to decrease tour prices to fill prepaid rooms and services. If a tour price is decreased a traveler who paid a higher price will not be reimbursed the difference. We also reserve the right to increase tour prices when our hotel rooms or services costs increase. However, we will honor the price a traveler signed up for at the time of their registration.
Unless noted as “not included,” your tour (Cuba ground services) include transportation and accommodations on the island, all breakfasts, and lunches and dinners as noted in your itinerary, admissions and entrance fees, airport pick-up and return (transfers) as described in itinerary, and a licensed bilingual guide/translator, and licensed bus chauffeur. Specific inclusions and exclusions in the itinerary you have purchased will govern in all matters above.
Zunzun is not responsible for missed flights, delays in connecting flights, or airline schedule changes. Do not purchase connecting flights until you have been accepted on a tour and your Cuba flights have been confirmed. International flights require check-in three hours prior to departure. The traveler is responsible for confirming flight times with their air carriers. If same day air connections to Cuba are not possible, an overnight stay at the Cuba air gateway city is necessary.
Unless otherwise stated all air tickets arranged by Zunzun are not refundable. Date changes to tickets once issued incur a change fee and are subject to availability of new flight dates. Air ticket quotations are valid for 48 hours unless otherwise stated.
If you are traveling alone, upon request, we will attempt to secure a roommate for you of your gender and generation. We make every effort to accommodate single travelers seeking roommates, but we can make no guarantees. If this is the case you will be required to pay a single room supplement.
Zunzun makes every attempt to insure tour itinerary information is accurate. However, in circumstances beyond our control, changes may occur. We therefore reserve the right to change itinerary activities and substitute hotels whenever necessary without notice.
Availability of hotels in Cuba is always problematic because there are not enough rooms to meet demand. Should promised hotels be changed by Cuban governmental agencies and suppliers, we make every attempt, where and as possible, to secure accommodations of similar cost and quality. If the substituted hotel is of a lesser cost, Zunzun will attempt to compensate guests upon return for the net difference in price of the hotel cost component of the tour package.
We cannot offer refunds to participants who arrive late or depart early from a tour for any reason, or for no-shows.
Zunzun acts solely as an arranger of travel suppliers (transport, hotels, restaurants, activity providers and sites) that are independent parties over which we exercise no direct control. We shall not be liable for any claims, losses, damages, costs, expenses, delays or loss of enjoyment of any nature or kind whatsoever, to you or your traveling companions, or group members, resulting from the acts, omissions or negligence of anyone other than Zunzun employees acting properly on your behalf.
Air suppliers’ liability may also be limited by law, tariffs or conditions on tickets, and in particular you should read and understand the limitations of liability set forth in the airline ticket, once delivered to you. If the entire program is cancelled for any reason, participants shall have no claim against Zunzun other than a full refund tour costs – excluding air and insurance costs.
US residents are warmly welcome to participate in our tours, all of which meet US government regulations. However US travelers are required to affirm they qualify for US-Cuba travel, and are solely responsible for any US government actions that may arise as a result of their travel to Cuba. Please see the website LegalCubaTravel.com for information on US travel to Cuba.
All tour participants are expected to obey the laws and regulations of Cuba and failure to do so will relieve Zunzun of any and all obligations it may otherwise have to the offending tour participant. Participants denied entry into Cuba will have no claim against Zunzun.
Zunzun reserves the right to exclude a tour participant from all or part of a program if the tour participant’s conduct before departure or during the tour appears likely to endanger or impede the safe, comfortable or happy progress of a tour. In such case, the offending tour participant forfeits any claims – financial or legal – against Zunzun.
Zunzun may refuse service to any applicant, registrant or participant whose behavior or actions are deemed racist, sexist, homophobic, or hostile towards Cuban society and culture.
You should be aware that Cuba has particular features, which may or may not appeal to you, including weather, food, water, local customs, etc. Its living standards, practices and conditions with respect to the provision of utilities, services and accommodation at your destination are different. Such standards may not be comparable to those you would expect from similar establishments in Canada or the United States.
We have made every effort to accurately describe the conditions at destination. If you have a problem with the services provided at destination, please contact your Zunzun representative and give notice in writing. If you cannot resolve your problem at the destination, please write to Zunzun within seven days of your return. Note: All hotels undergo routine maintenance and renovations. If we are advised of any significant change, which may affect your enjoyment of the package, we will do our best to inform you in advance.
Website users warrant that any personal information you provide to Zunzun through this site is accurate and true.
Conversely Zunzun guarantees that under no circumstances will it share your personal information with any agency, government, organization or private concern unless absolutely necessary to ensure your safe and efficient travel to and from Cuba. Note: It is the responsibility of each participant to properly inform Zunzun of any medical problems or special dietary requirements on your registration form. Please consult our information privacy and policy website.
Zunzun attempts to provide on this site information that is as accurate and up-to-date. However, the information on Zunzun websites is presented “as is.” In using our websites you accept that Zunzun makes no warranty regarding the accuracy, currency or fitness of the information contained within its sites. Inasmuch as Zunzun may provide links to other sites on the internet, you accept that Zunzun bears no responsibility for the accuracy of the information presented in linked websites.
This disclaimer includes any and all claims arising from the malfunctioning, performance or nonperformance of this site with respect to travel reservations or tour registrations. If, notwithstanding this disclaimer, Zunzun is found liable for any injury, loss, damage or claim, Zunzun limits its liability to the amount of fees or service charges paid to us by the claimant.
We welcome any inquires, are glad to discuss any points of concern, unclear matters, or answer questions in general about our Terms and Conditions. Click here to contact us.