Clear policies. Honest terms.

Standard Firewater booking start times are 7:00 AM–8:00 PM, Jamaica local time, in 30-minute intervals. Visits before 7:00 AM or after 8:00 PM may be requested for an additional $50 per booking, not per person. After-hours visits always require vendor availability confirmation before payment is collected.

Requests made less than 48 hours before the visit follow our short-notice request process. If you submit a last-minute request at or after 7:00 PM for that night or before 7:00 AM the following morning, submit your request, then call Passport Unlocked. The same call requirement applies to overnight requests submitted before 7:00 AM for that morning. Email may not be seen in time. For requests submitted during the day before 7:00 PM, we will contact you; no call is required.

Submitting a request or placing a call does not guarantee a visit. Passport Unlocked must confirm availability with the vendor and provide payment instructions. This policy applies only to Firewater Spring & Massage; other excursions retain their own operating hours and booking requirements.

Your booking is confirmed when your required deposit or full payment is successfully received. Passport Unlocked will send written confirmation with your booking details. Payment confirms the service you purchased; requests and unpaid quotes are not confirmed bookings.

Requests made less than 48 hours before the service require availability confirmation before payment is collected. Services requiring a custom availability check will receive a payment link after that check.

If Passport Unlocked or the operator cannot provide a paid service, the operator-cancellation refund or rescheduling options below apply. All booking and payment deadlines use Jamaica time (UTC−5). Your portal shows your exact deadline. If a start time has not been agreed, the start of the requested Jamaica date is used until the time is confirmed.

For new bookings accepted under these terms:

• More than 14 calendar days before the first service: a 25% deposit is required. The remaining balance is due 14 calendar days before the first scheduled service. • 14 days or less before the service: full payment is required once availability is confirmed. • Less than 48 hours before the service: submit a request; no payment is collected until availability is confirmed.

For a package or services booked together, the deadline is based on the first scheduled service. Separately booked services, including transportation, have their own deadlines.

Pay at your own pace: after the required deposit, make additional payments of your chosen amount in the client portal, or pay the full remaining balance early. An optional suggested schedule does not authorize automatic card charges or change the final deadline.

Automatic balance extension: if an eligible confirmed booking has an unpaid balance at its original 14-day deadline, one $25 balance-extension fee is automatically added and the deadline is extended by exactly five calendar days, to nine days before the first service. The fee is once per booking, not per person, service or day. It appears separately as “Balance extension” in your portal and itemized Square checkout. It is added to the amount owed; your card is not automatically charged. No advance fee payment or manual approval is required. No second extension is available. New bookings requiring full payment within 14 days are not eligible.

Late payments: reminders do not create extra time beyond the single extension. After the extended deadline, the full balance is overdue. Passport Unlocked may cancel unpaid services and release availability, with written cancellation notice. Any refund is calculated under the cancellation terms at the time cancellation takes effect. Missing a deadline does not automatically forfeit every payment.

A payment after cancellation does not automatically reinstate the booking. Reinstatement requires availability and written confirmation. If reinstatement cannot be confirmed, the additional payment received after cancellation will be refunded.

All payments are processed securely through Square. Passport Unlocked does not store payment-card information. Quoted or confirmed charges will be shown before payment. An added service or date change requires written confirmation of availability, any price change and the revised payment deadline.

Existing confirmed bookings retain the payment and cancellation terms accepted at booking unless the client expressly agrees to revised terms. Making another balance payment alone does not change those original terms.

For bookings accepted under these terms, the 25% booking deposit is refundable when the cancellation request is received more than 14 days (336 hours) before the scheduled service. At exactly 14 days or less, the 25% deposit is retained and the cancellation charges below apply. This deposit portion is 25% of the confirmed service price, including when the client pays in full upfront.

More than 14 days (336 hours) before the scheduled service: full refund of all payments for the cancelled service, including the 25% deposit.

From exactly 14 days down to more than 72 hours before the scheduled service: the 25% booking deposit is retained. All amounts paid beyond that deposit are refunded.

From 48 through 72 hours before the scheduled service: the 25% booking deposit remains non-refundable. Of the amount paid beyond the 25% deposit, 50% is refunded to the client.

From 24 hours up to but not including 48 hours before the scheduled service: 25% of the total amount paid by the client is refunded, capped at the amount paid above the retained 25% deposit.

Less than 24 hours before the scheduled service (but not a no-show): 10% of the total amount paid by the client is refunded, capped at the amount paid above the retained 25% deposit. A client who properly cancels less than 24 hours before the service is still eligible for the 10% refund.

No-show: no refund is available. Passport Unlocked retains 100% of the amount paid.

Cancellation windows are calculated based on the scheduled start date and time of the specific service being cancelled. "Less than 24 hours" is not the same as a no-show. A client who properly cancels less than 24 hours before the service is still eligible for the 10% refund. A no-show receives no refund.

Cancellation requests must be emailed to passportunlockedinfo@gmail.com. Passport Unlocked will confirm cancellation in writing. Refund eligibility is based on when the request was received, not when our team replies.

Partial cancellations: transportation and excursions may be cancelled separately. Cancelling one does not automatically cancel the others. Refunds use the confirmed price, payments allocated to the affected service and its applicable terms. Passport Unlocked will confirm remaining services and the updated balance. Package restrictions on cancelling individual inclusions must be disclosed before confirmation.

Extension fee: once applied, the $25 balance-extension fee is non-refundable if the client cancels or fails to pay. If Passport Unlocked or its operators cancel all services covered by that extension, the fee is also refunded. If other covered services remain booked after a partial cancellation, the fee remains.

Supplier-specific terms: any stricter cancellation terms must be disclosed before booking confirmation. They do not remove the operator-cancellation options below.

Weather and operator cancellations: if Passport Unlocked or the operator cancels a service because of unsafe weather, safety concerns or other circumstances, the client may choose an available rescheduled date or a full refund of payments for the cancelled service, including its deposit. Other services that remain available are not automatically cancelled or refunded.

Existing confirmed bookings retain their originally accepted terms unless revised terms are expressly agreed.

Jamaica experiences occasional tropical weather that may affect outdoor excursions. Passport Unlocked monitors weather conditions closely.

If an experience is cancelled by Passport Unlocked or the vendor due to unsafe weather conditions, guests may choose a rescheduled date or a full refund of payments for the canceled experience. Other services that remain available are not automatically refunded.

If weather conditions are marginal (e.g., light rain) and the experience is still able to proceed safely, the excursion will proceed as scheduled. Guest decisions to cancel due to personal weather preference within 48 hours of the experience are subject to the standard cancellation policy.

Outdoor activities in Jamaica often proceed in light rain. Activities involving water or rivers may be postponed if water levels are deemed unsafe.

Passport Unlocked arranges private transportation with vetted local drivers and operators. All transportation arrangements are subject to driver and vehicle availability.

Private transportation add-ons and airport transfer requests are separate from excursion bookings and are priced accordingly. Transportation quotes are provided during booking confirmation.

Guests are responsible for providing accurate pickup location information. Passport Unlocked is not responsible for delays or missed departures resulting from inaccurate pickup information, late guest arrivals, or force majeure events.

Transportation pricing may vary based on distance, vehicle type, group size, and scheduling. Final transportation pricing will be confirmed in writing before departure.

Guests are expected to be ready at their confirmed pickup location at the scheduled pickup time. If a guest is not ready at the scheduled time, the driver or guide may proceed to the experience location or, in some cases, the booking may be treated as a no-show.

Guests who believe they may be late should contact Passport Unlocked immediately by email at passportunlockedinfo@gmail.com. We will do our best to accommodate but cannot guarantee experience timing in the case of late arrivals.

Guests who do not appear for a confirmed booking without prior cancellation notice will be treated as a no-show. No-shows are not eligible for refunds regardless of the time of the booking.

A no-show is defined as a guest failing to appear at the confirmed pickup location at the scheduled time without prior notification.

Passport Unlocked serves as a travel coordinator and curator, connecting guests with independent local vendors, guides, operators, and service providers. While Passport Unlocked carefully vets all partners and maintains high quality standards, we are not the direct operator of all experiences.

Passport Unlocked is not liable for the direct actions of independent vendors, guides, drivers, or operators. However, we maintain the right to terminate relationships with any vendor that does not meet our quality and safety standards.

All vendor partners are required to maintain appropriate safety standards and comply with applicable Jamaican laws and regulations.

Guests are responsible for their own physical readiness and fitness level appropriate to the chosen experience. Each excursion page includes information on physical requirements and intensity level.

Guests are responsible for disclosing any medical conditions, mobility limitations, or health considerations that may affect their experience during the booking process.

Guests are responsible for bringing appropriate clothing, footwear, sunscreen, and other personal items as listed on each experience page.

Guests agree to follow safety instructions from guides and local operators at all times. Passport Unlocked and its vendors reserve the right to exclude any guest from an experience who poses a safety risk to themselves or others.

Guests assume personal responsibility for their conduct, personal belongings, and personal safety during all experiences.

Passport Unlocked collects personal information including your name, email address, phone number, WhatsApp number (if provided), and travel preferences. This information is collected to coordinate and deliver your booking, communicate with you about your experience, and arrange transportation.

Booking information is needed to verify vendor availability, confirm scheduling, arrange pickup, and process payments. Necessary details such as your name and contact information may be shared with excursion providers, drivers, and payment processors solely for the purpose of fulfilling your booking. We do not sell or rent your personal information.

Passport Unlocked does not store complete payment-card information. All card payments are processed securely by Square. Passport Unlocked receives only a confirmation of payment — not your card number, expiry, or CVV.

We may use analytics and marketing technologies such as Google Analytics and Google Ads to understand website usage and measure advertising effectiveness. These technologies do not receive your name, email, phone number, booking notes, or payment-card information. Analytics and marketing cookies are disabled until you give consent through our cookie banner. You can change your cookie preferences at any time by clicking "Cookie Preferences" in the footer of any page.

You may request access to, correction of, or deletion of your personal information by emailing passportunlockedinfo@gmail.com. We will respond within a reasonable timeframe.

To unsubscribe from marketing messages, click the unsubscribe link in any marketing email or email passportunlockedinfo@gmail.com with "Unsubscribe" in the subject line. Booking-related communications (confirmations, reminders, updates) will continue until your completed booking is delivered.

By submitting a booking form, you consent to Passport Unlocked contacting you via email for booking-related communication.

Contact: passportunlockedinfo@gmail.com

By submitting a booking request with Passport Unlocked, you agree to these Terms and all associated policies.

Passport Unlocked reserves the right to modify experiences, pricing, vendors, and operational details at any time. Material changes will be communicated to guests with confirmed bookings.

Passport Unlocked's liability is limited to the value of payments made for the specific experience in question. Passport Unlocked is not liable for personal injury, loss, or damages during experiences beyond what is covered by applicable vendor or operator liability.

These Terms are governed by the laws of Jamaica. Any disputes shall be resolved in good faith between the parties.

Passport Unlocked reserves the right to update these policies at any time. Current policies are always available on this page.