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Refund & Cancellation Policy

Transparent rules for cancellations, refunds, and changes to your bookings with 1Connect Guyana.

Last updated: June 26, 2026

Effective Date

This Refund & Cancellation Policy applies to services offered through 1Connect Guyana, a travel services brand owned and operated by Mamam Holding LLC.

Our Booking Model

1Connect Guyana offers travel services through two booking methods:

Affiliate Bookings
Certain flights, hotels, and travel products booked directly with trusted third-party travel partners.
Direct Bookings
Selected tours, activities, transportation, travel assistance, and merchandise sold directly by 1Connect Guyana.

The refund policy depends on which type of booking you make.

Affiliate Bookings

For bookings completed with our affiliate travel partners:

  • 1Payments are processed directly by the travel partner.
  • 2Refunds, cancellations, and booking changes are governed by the partner's policies.
  • 31Connect Guyana will gladly assist customers with inquiries and communication, but final approval rests with the travel provider.

Direct Bookings

For services purchased directly from 1Connect Guyana:

  • 1Cancellation requests should be submitted as soon as possible.
  • 2Refund eligibility depends on the specific service purchased and the supplier's cancellation terms.
  • 3Approved refunds will be returned to the original payment method whenever possible.

Processing Time

Once a refund has been approved:

Refund Type Typical Processing Time
Direct refunds issued by 1Connect Guyana 5–10 business days
Affiliate partner refunds Additional time may apply based on partner & payment provider policies
Actual timing may vary depending on your bank or payment provider. Contact us if you haven't received your refund after the expected window.

Non-Refundable Services

Unless otherwise stated during checkout, the following may be non-refundable:

Item
Completed travel services
No-show bookings
Services identified as non-refundable at checkout
Supplier fees that cannot be recovered
Service fees already earned for completed work

Need Assistance?

If you have questions regarding your booking or refund request, please contact us.

Need Help With a Refund or Cancellation?

Our team is ready to assist you — reach out and we'll handle it quickly.

Contact Us

Overview

At 1Connect Guyana, we want every trip to go smoothly. When plans change, we aim to make the cancellation and refund process as fair and straightforward as possible. Please read this policy carefully before making a booking — by completing a reservation you agree to the terms below.

Refund timelines and eligibility depend on the type of booking and how far in advance you cancel. All times refer to Guyana Standard Time (UTC−4).

General Booking Cancellations

The following schedule applies to most bookings (activities, dining, transportation, and packages) made through 1Connect Guyana:

Time Before Service Date Refund Amount Fee
7 days or more 100% Full Refund No fee
Less than 7 days 95% Refund 5% cancellation fee
No-show / same-day No Refund Full charge applies
Example: You book an activity for $500. If you cancel 3 days before, you receive $475 back and a $25 cancellation fee is retained.

Hotel Bookings

Hotel cancellations are subject to individual property policies in addition to our platform rules:

Scenario Outcome
Cancelled within 24 hours of booking Full refund — no questions asked
Cancelled 24 + hours before check-in Refund subject to the hotel's cancellation policy (shown at booking time)
Cancelled less than 24 hours before check-in No refund — cancellation not accepted by system
No-show No refund
The system will automatically block cancellation requests received less than 24 hours before check-in. Contact us directly if you have an emergency.

Flight Bookings

Flight cancellations are largely governed by the operating airline's own terms and conditions. 1Connect Guyana acts as a booking intermediary and cannot override airline policies.

  • 1Review the airline's fare rules before booking — these are displayed during the booking process.
  • 2Refundable fares can be cancelled for a full or partial refund per airline rules; non-refundable fares are not eligible for cash refund.
  • 3Our service fee (6% of booking value) is non-refundable once the booking is confirmed with the airline.
  • 4Processing time for airline refunds can take 7–21 business days depending on the carrier.
For same-day or emergency flight changes, contact the airline directly. We can assist with communication but cannot guarantee outcomes.

Events & Ticket Purchases

Event tickets issued through 1Connect Guyana carry the following fee structure and refund rules:

Fee Type Amount Refundable?
Service fee 6.95% of ticket price + $0.99 per ticket No
Processing fee 2.9% of order total + $0.30 per order No
Face value of ticket Varies per event Event-dependent

Refund eligibility for the face value of a ticket depends on the event organiser's policy. If an event is cancelled or postponed by the organiser, you will receive a full face-value refund. Fees remain non-refundable.

Tickets are non-transferable unless the event organiser explicitly permits transfers. Reselling tickets is prohibited.

Activities & Tours

Activities, guided tours, and adventure experiences follow the General Booking schedule above. Additionally:

  • 1Weather cancellations: If we cancel an activity due to unsafe weather conditions, you receive a full refund or a free reschedule — your choice.
  • 2Minimum participant requirements: If an activity does not meet its minimum group size, you will be notified at least 48 hours in advance and offered a full refund.
  • 3Rescheduling: You may reschedule an activity at no extra charge up to 48 hours before the start time, subject to availability.

How Refunds Are Processed

Once a cancellation is approved, refunds follow this process:

  • 1You cancel via your Customer Dashboard or by contacting our support team.
  • 2Our system validates your cancellation against the applicable policy and calculates your refund amount.
  • 3A cancellation confirmation is emailed to you with the refund details and reference number.
  • 4Our admin team reviews and approves the refund, typically within 1–2 business days.
  • 5The refund is returned to your original payment method within 5–10 business days (bank processing times may vary).
You will receive email updates at every stage. If you don't see a refund after 10 business days, please contact us with your booking reference number.

Non-Refundable Items

The following are never eligible for a refund regardless of cancellation timing:

Item Reason
Event service & processing fees Third-party processing costs are charged at purchase
Flight service fee (6%) Charged upon airline confirmation
No-show bookings Full charge retained for failure to attend
Bookings cancelled against policy window Late cancellations as defined per booking type above
Promotional or discounted bookings (marked non-refundable) Terms set at time of purchase

Questions or Disputes

If you believe a refund has been incorrectly calculated or you have a dispute, please reach out to our support team. We are committed to resolving issues fairly and promptly.

Include your booking reference number, the date of your booking, and a brief description of the issue.

Need Help With a Cancellation?

Our team is ready to assist you — reach out and we'll handle it quickly.

Contact Us