They never informed us or provided any written documentation regarding their policy on refunds, we came to find out my family would be charged $150 per person, we are a family of 5, when we ask to change our departure date by 2 weeks. After looking further into the matter we found out that in order for them to legally charge us a penalty their refund policy should have been provided to us in writing and us acknowledging the terms by signing a contract. As I stated before their refund policy had never been explained to us nor was a contract ever signed! The owner of the travel agency, Rosabel Garrido admitted that her agent should have provided the contract documentation and that we were within our rights to demand a refund; however, she constantly went around in circles changing her story why she could not provide us a change to our travel dates without charging a penalty even though the error was on their part. They are deceptive