Terms & Conditions

Welcome to Balam Bikes. We provide bicycle rentals, equipment, and guided tours designed for exploring Flores, Lake Petén Itzá, and the surrounding jungle trails. By booking a tour, renting a bicycle, or using our website, you agree to the following Terms and Conditions. Please read them carefully to ensure a safe, fun, and memorable adventure in Petén.

1. Booking, Payment & Cancellation Policy

1.1 Reservations & Confirmation

All reservations for bicycle rentals and guided tours are strictly confirmed only upon receipt of the required non-refundable deposit or full payment. For standard bicycle rentals, a non-refundable deposit of Q35 GTQ is required at the time of booking to secure equipment availability, with the remaining balance due upon arrival at the shop before equipment release. For guided tours, a non-refundable deposit equal to 50 percent of the total tour amount is required at the time of booking to secure guide services and logistical arrangements, with the remaining balance due prior to tour departure. Unconfirmed bookings without a paid deposit do not guarantee equipment or guide availability.

1.2 Customer Cancellations & Refunds

If you cancel your reservation more than 48 hours prior to the scheduled start time, any prepaid amount exceeding the non-refundable deposit will be refunded, and your deposit will be issued as store credit valid for one year. If you cancel between 24 and 48 hours prior to the scheduled start time, your deposit is forfeited, but any additional prepaid balance above the deposit will be refunded. Cancellations made less than 24 hours prior to the scheduled start time, as well as no-shows on the day of the reservation, are entirely non-refundable and non-creditable under any circumstances.

1.3 Rescheduling

You may request to reschedule your rental or tour date free of charge up to 48 hours prior to the original reservation time, provided that equipment and guides are available for the new date and time. Requests to reschedule made within 48 hours of the reservation will be handled at our sole discretion and may require a new deposit to cover third-party guide or transportation scheduling adjustments.

1.4 Operator Cancellations

If we must cancel your rental or tour due to mechanical failure, unexpected illness, equipment unavailability, or unforeseen operational issues, you will be offered the choice between rescheduling your reservation at no additional cost or receiving a full refund of 100 percent of all amounts paid, including your initial deposit. We hold no liability for secondary expenses incurred by customers, such as third-party travel or lodging arrangements.

2. Equipment Rental Terms & Security Deposit

2.1 Identification & Verification

For all unguided bicycle rentals, customers are required to present a valid physical document of identification (a national DPI for Guatemalan citizens or an official passport for foreign visitors) prior to equipment release. We will take a photo of your ID for verification purposes, after which you may choose to leave the original document securely in our office for the duration of your rental or keep it with you. Guided tour participants are not required to provide physical ID documentation upon departure.

2.2 Equipment Inspection & Handover

Prior to departing our premises, the customer and our team will inspect the bicycle and safety accessories together. By taking possession of the equipment, the customer confirms that the bicycle, helmet, and accessories are clean, in safe working condition, free of major mechanical flaws, and appropriate for their use.

2.3 Care & Operation Responsibilities

Customers are responsible for the proper care, safe operation, and secure parking of the equipment at all times. Helmets must be worn during operation, and equipment must be locked using the provided locks whenever left unattended. Subletting, transferring, or using the bicycle under the influence of alcohol or controlled substances is strictly prohibited.

2.4 Damage, Loss & Theft Policy

Customers assume financial responsibility for severe damage, loss, or theft of the bicycle and provided accessories during the rental period. Normal wear and tear—including flat tires, minor chain/drivetrain issues, broken derailleur hangers from trail debris, and routine wheel truing—is fully covered by us. However, structural damage caused by severe crashes, misuse, neglect, or impact (such as cracked frames, severely bent or dented rims requiring full replacement, or destroyed components) will be charged to the customer at the actual cost of repair or parts replacement.

3. Guided Tours & Route Guidelines

3.1 Self-Guided Routes & Field Support

Route suggestions, digital maps, and recommendations are provided strictly for guidance, and self-guided riders remain solely responsible for their own navigation, pacing, and personal safety. While we offer local mechanical support when available within close proximity to Flores, any long-distance retrieval or third-party transportation costs resulting from rider exhaustion, disorientation, or rider-caused damage will be charged directly to the customer. If a rescue or bike exchange is required due to a pre-existing mechanical failure of our equipment, we will assist and cover the associated support costs.

3.2 Local Regulations & Environment

All riders must comply with local Guatemalan laws, municipal regulations, and specific trail rules throughout their trip. This includes respecting private property boundaries, prohibiting littering, protecting wildlife, and following specific site restrictions—such as keeping bicycles off pedestrian boardwalks or restricted ruins within the Tayasal archaeological area and regional parks.

3.3 Guided Tour Guidelines

Participants on guided tours must follow all safety directions, route adjustments, and group instructions issued by the tour guide. Guides are present to navigate terrain, manage group pace, and ensure safety, and participants are expected to remain with the group unless otherwise instructed by the guide.

3.4 Participant Conduct & Authority

We prioritize safety and mutual respect on all our adventures. Tour guides reserve the right to terminate participation for any individual exhibiting reckless behavior, riding under the influence of alcohol or drugs, disregarding safety instructions, or endangering themselves, the group, or the environment. Termination of a tour under these circumstances will be immediate and non-refundable.

4. Health, Fitness & Safety Waiver

4.1 Physical Fitness & Rider Capability

While many of our recommended trails around Flores and Petén are non-technical and beginner-friendly, cycling in tropical conditions still requires a baseline level of physical fitness, balance, and stamina. Customers are responsible for assessing their own physical condition prior to riding and ensuring they can comfortably handle outdoor exercise in heat and humidity.

4.2 Inherent Risks of Outdoor Cycling

Mountain biking and road cycling carry inherent risks, including but not limited to uneven terrain, loose gravel, mud, sudden changes in weather, wildlife encounters, heat exposure, and sharing roads with motor vehicles. By renting our equipment or participating in a guided tour, you voluntarily assume all risks associated with outdoor cycling in Petén, whether self-guided or accompanied by a guide.

4.3 Mandatory Helmet Policy

We provide a properly fitted helmet with every rental and guided tour for your protection. For safety and liability reasons, wearing a helmet is mandatory at all times while operating the bicycle. We reserve the right to withhold or terminate service without a refund if a rider refuses to wear the provided helmet.

5. Limitation of Liability & Medical Disclaimer

5.1 General Limitation of Liability

To the maximum extent permitted by Guatemalan law, our business, its owners, guides, and employees shall not be held liable for any direct, indirect, incidental, or consequential damages, personal injury, death, property damage, or financial loss sustained by the customer or any third party arising from the rental of equipment or participation in our tours. The customer agrees to release and hold harmless our business from any claims, demands, or legal actions resulting from their participation.

5.2 Medical Conditions & Emergency Consent

It is the customer’s responsibility to inform us of any pre-existing medical conditions, allergies, or physical limitations prior to booking a tour or rental. In the event of an accident or medical emergency during a guided tour, the customer authorizes our staff to secure emergency medical care or transportation if deemed necessary, with the understanding that all associated medical or transport costs are the sole financial responsibility of the customer.

5.3 Insurance Requirements

We do not provide personal health, travel, or accidental liability insurance for our customers. We strongly recommend that all riders hold comprehensive travel and medical insurance that covers active outdoor sports and cycling in a foreign country prior to renting equipment or joining a tour.

6. Intellectual Property & Website Use

6.1 Intellectual Property & Copyright

All content featured on this website—including text, photography, custom route maps, logos, design elements, and brand assets—is the exclusive property of our business and protected by copyright laws. You may not copy, reproduce, distribute, modify, or use any site content for commercial or public purposes without our express written permission.

7. Governing Law & Contact Information

7.1 Applicable Law & Jurisdiction

These Terms and Conditions, as well as any contracts or disputes arising from your rental or tour, shall be governed by and construed in accordance with the laws of the Republic of Guatemala. Any legal action or dispute arising from these services shall be submitted exclusively to the competent courts of the Department of Petén, Guatemala.

7.2 Questions & Inquiries

If you have any questions, concerns, or inquiries regarding these Terms and Conditions or your booking, please reach out to us directly via WhatsApp, visit our agency location in Flores, Petén, or send us a message using the contact form.