Policies

Our refund, fraud, and data protection policies. Please read these before booking.

Refund Policy

Cancellations by Customer

More than 14 days before expedition: Full refund, minus any non-refundable third-party booking fees (e.g., park permits, boat rentals).
7 to 13 days before expedition: 50% refund of the total paid.
Less than 7 days before expedition or no-show: No refund unless in cases of death or documented medical emergencies occurring after the date of booking.

Cancellations by Expeditions With Jo

Full refund issued if we cancel due to weather, safety concerns, or low bookings (minimum participant threshold not met). You may choose to reschedule instead of a refund; credit will remain valid for 6 months.

Refund Processing

Refunds are issued within 7 business days to the original payment method. For card payments, processing times may vary depending on your bank or card issuer.

Fraud Policy

Booking Security Measures

All online bookings must include a valid ID and contact number. For high-value or group bookings, we may request additional confirmation via email or phone.

Suspicious Transactions

We reserve the right to cancel and refund bookings flagged for:

Name mismatch on credit card
Multiple failed payment attempts
Use of VPNs/proxies or known fraudulent IPs
Discrepancies in contact info

Chargeback Policy

Unauthorised disputes or chargebacks without first contacting us will be reported and challenged. Repeated or fraudulent chargebacks may result in a ban from future bookings.

If you suspect fraud on your account or need help with a payment issue, please contact us immediately at support@expeditionswithjo.com.

Data Protection Policy

Effective Date: November 5, 2025

At Expeditions With Jo (the "Company," "we," "us," or "our"), we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.expeditionswithjo.com (the "Site"), book expeditions, make purchases, or interact with our services. By using the Site or our services, you consent to the practices described in this policy.

This policy complies with applicable laws, including but not limited to the General Data Protection Regulation (GDPR) for EU residents, the California Consumer Privacy Act (CCPA) for California residents, the Gramm-Leach-Bliley Act (GLBA) for financial information handling, and relevant Trinidad and Tobago data protection regulations. We also adhere to Payment Card Industry Data Security Standards (PCI DSS) for secure payment processing to enable acceptance of Visa, Mastercard, and other major credit cards. Our payment processing is handled through Fygaro, integrated with First Citizens Bank's e-commerce gateway, which supports 3D Secure (3DS) authentication for enhanced transaction security. If you do not agree with this policy, please do not use the Site or our services.

1. Information We Collect

We collect information to provide and improve our expedition booking services, process payments, and communicate with you. The types of information include:

Personal Information: Name, email address, phone number, mailing address, date of birth, and emergency contact details (collected during booking or registration).
Payment Information: Credit/debit card details (e.g., card number, expiration date, CVV), billing address. Note: We do not store full card details on our servers; payment processing is handled securely by Fygaro via First Citizens Bank's PCI DSS-compliant gateway, including 3D Secure authentication where applicable.
Travel and Preference Information: Expedition preferences, dietary restrictions, medical conditions (if disclosed for safety), passport details (for international trips).
Usage Data: IP address, browser type, device information, pages visited, and time spent on the Site (collected via cookies and analytics tools).
Communication Data: Information you provide in inquiries, reviews, or support requests.

We collect this information directly from you (e.g., via forms) or automatically through cookies and similar technologies. For minors under 18, we require parental consent for any data collection.

2. How We Use Your Information

We use your information for legitimate business purposes, including:

Processing bookings, payments, and refunds.
Communicating about your expeditions, updates, and promotions (with opt-out options).
Enhancing Site functionality and personalising your experience.
Ensuring safety and compliance (e.g., sharing emergency contacts if needed during trips).
Analysing usage to improve services and prevent fraud.
Complying with legal obligations, such as tax reporting or health/safety regulations for travel.

For payment processing, we use your card information solely to complete transactions via Fygaro and First Citizens Bank's gateway. We obtain explicit consent before storing any payment details for recurring bookings or subscriptions, as required by Visa and Mastercard rules. 3D Secure may be prompted during checkout to verify your identity and reduce fraud risk.

3. How We Share Your Information

We do not sell your personal information. We may share it in limited circumstances:

Service Providers: With trusted third parties for payment processing (Fygaro integrated with First Citizens Bank), email services, analytics, or travel logistics (e.g., airlines, guides). These providers are contractually obligated to protect your data and comply with PCI DSS where applicable.
Legal Requirements: If required by law, subpoena, or to protect our rights, safety, or property.
Business Transfers: In the event of a merger, acquisition, or sale of assets.
With Your Consent: For marketing partners or shared experiences (e.g., group trip photos, with opt-in).

Under CCPA, California residents have the right to know about sales (none occur) or disclosures. For international users, data may be transferred to Trinidad and Tobago or other regions where we operate. We use appropriate safeguards, such as Standard Contractual Clauses (SCCs), for GDPR compliance.

4. Data Security

Protecting your information, especially payment data, is a priority. We implement reasonable administrative, technical, and physical safeguards, including:

Encryption of data in transit (HTTPS/TLS) and at rest.
PCI DSS Level 1 compliance through Fygaro and First Citizens Bank's payment gateway to protect cardholder data.
Support for 3D Secure (3DS) authentication protocols (e.g., Verified by Visa, Mastercard SecureCode).
Regular security audits, firewalls, and access controls.
Anonymisation of usage data where possible.

Despite these measures, no system is completely secure. We cannot guarantee absolute security but will notify affected users and authorities of any breach as required by law (e.g., within 72 hours under GDPR).

5. Cookies and Tracking Technologies

We use cookies, pixels, and similar tools to enhance your experience. These may include:

Essential Cookies: For Site functionality (e.g., cart persistence).
Analytics Cookies: To track usage (e.g., Google Analytics; you can opt out via tools like Google Analytics Opt-Out).
Marketing Cookies: For personalised ads (managed by partners like Facebook Pixel).

You can manage cookies via browser settings. Disabling them may limit Site features.

6. Your Rights and Choices

Depending on your location, you have rights regarding your data:

Access, Correction, Deletion: Request a copy, updates, or deletion of your information.
Opt-Out: Unsubscribe from emails (via link in messages) or marketing.
Do Not Sell/Share: Under CCPA, opt out of any "sales" (we do not sell data).
GDPR Rights: Withdraw consent, object to processing, or data portability.

To exercise rights, email queries@expeditionswithjo.com. We respond within 30-45 days. For CCPA, verified requests are free (up to twice yearly). We retain data only as long as needed (e.g., 7 years for financial records per IRS rules) or as required by law, then securely delete it.

7. Children's Privacy

Our Site is not intended for children under 13 (or 16 in some jurisdictions). We do not knowingly collect data from children without parental consent. If we discover such data, we delete it promptly.

8. Changes to This Policy

We may update this policy to reflect changes in our practices or laws. Significant changes will be posted here with a new effective date. Check periodically.

9. Contact Us

For questions, concerns, or complaints, contact:

Email: queries@expeditionswithjo.com
Phone/WhatsApp: 868-723-6644

If in the EU, you may also contact your local data protection authority.