Order and Reservation Payments

Accepted Payment Methods

We accept credit or debit cards, bank deposits, Yappy, local and international transfers.

Bank Transfers and Deposits

  • If you choose to pay via ACH (wire transfers) or bank deposit, the payment must be completed within 12 hours, otherwise the order or reservation will be canceled.
  • You must email us a copy of the bank deposit or transfer receipt.

Credit/Debit Card Payments

  • These are processed through Metrobank’s Ecommerce platform, ensuring that your card details are neither processed nor stored by Maduro’s Tropical Flowers, S.A.
  • Name Match: The cardholder’s name must match the name on the order. If the names do not match, we require a written and signed authorization from the cardholder, specifying the items or services paid for, along with a copy of a government-issued ID corresponding to the cardholder’s country of residence or nationality.

Yappy Payments

  • When selecting the Yappy payment option, you will be asked for your phone number so that the Yappy app can provide the payment option. Once you complete the payment using this method, you must notify us to confirm that the payment has been made.
  • If the payment does not appear in the app, you can search for our business in the directory as @fincadracula. You may complete the payment directly to that account and email us a screenshot to confirm and finalize your order or reservation.
  • f you choose to pay via Yappy, payment must be completed within 12 hours, otherwise the order or reservation will be canceled.

International Transfers

  • If you need our banking information to make an international transfer, you may request it via email.
  • Please note that all fees and charges associated with international transfers must be covered by the client.

Order Errors

  • We will contact you to correct any errors related to products or shipping methods. Any payment differences will be adjusted accordingly.

Online Store Purchase

Below are the terms for reserving and purchasing physical products from the online store. For ticket or package reservations, see the corresponding section.

Purchase Process

Orders consist of 4 main phases:

  1. PENDING: All newly received orders are in this phase until confirmed by us.
  2. PROCESSING: Once the order moves into this phase, it cannot be canceled or modified. You will receive an email notifying you of the update.
  3. PROCESSED-COMPLETED: Once your order is complete and ready for delivery.
  4. DELIVERY: Delivery process either via shipping or in-store pickup.

Note: When placing an order, you will receive a detailed summary by email. If not, please contact us to correct your email address and/or resend it.

Online Store Cancellation, Refund, and Return Policy

You may cancel your online store order only while it is in the “PENDING” phase and receive a refund. Once the order is in “PROCESSING”, it cannot be canceled or changed. You will be notified by email when your order reaches this phase.

If a bank fee was charged at the time of payment, that amount will be deducted from the refund.

Refunds for credit card payments will be made to the same card; payments via deposit, Yappy, or ACH will be refunded through ACH. Refunds are processed within 7 business days.

Product Guarantee

If your product is delivered via UnoExpress and arrives damaged, you must notify us within 24 hours of the product arriving at the UnoExpress branch. You must provide photo evidence showing how the plants arrived in the box. If it’s proven the damage is due to packaging, we will replace the damaged products.

We will also replace orchids if, upon blooming, the variety differs from what was purchased due to a labeling error on our part.

We are not responsible for:

  • Plants not picked up the same day they arrive at UnoExpress or our branches.
  • Plant deterioration due to poor care or failure to follow care instructions.
  • Orchid plants grown from seed crosses showing variations in shape, size, or color from reference images.
  • Any other reasons beyond our responsibility.

Shipping Costs

Maduro Tropical Flowers S.A. / Finca Drácula does not offer free shipping for home deliveries or to our various stores. All shipping costs are to be covered by the customer. If for any reason we cover shipping, this will be clearly stated in the order and on the website at checkout.

Deliveries

DELIVERY MODES AND TIMELINES

Our main delivery options are:

  • Home delivery in Panama City and West Panama.
  • In-store pickup at Maduro’s Tropical Flowers, Panama City.
  • Delivery to UnoExpress branches nationwide.
  • Home delivery in Tierras Altas district.
  • In-store pickup at Finca Drácula.
  • International shipping (coming soon).

DELIVERY POLICY ON SPECIAL DATES

We aim to deliver each order on time and on the scheduled date. However, unforeseen events may cause delays. If we cannot deliver on the scheduled date, we will contact you to arrange the next available date or issue a refund.

LATE DELIVERIES

If your order has not arrived on the indicated date, please contact us so we can provide a solution as soon as possible.

We do not issue refunds if the recipient is unavailable during a home delivery. In such cases, please contact us to arrange store pickup.

INCORRECT OR INCOMPLETE SHIPPING INFORMATION

Make sure the shipping address and contact details are correct when placing an order to avoid delivery issues.

Products and Images

Product images on our website may show flowering plants or presentations that differ from what is delivered. Always check the product description to understand its condition at the time of sale to avoid misunderstandings.

Reserved or Backordered Products

If your order includes a reserved or unavailable item, the entire order will be held until that item is available. The full payment is taken at order time. Other items in the order will be reserved.

If you prefer to receive the available items earlier, contact us to arrange delivery and cover any shipping fees.

If the backordered item becomes unavailable within two months, we will contact you to offer a refund or product exchange.

Reservation Terms and Conditions

General info

  • Children’s Prices: Apply to ages 2–12.
  • Student Prices: Apply to high school and university students with valid ID.
  • Non-Exclusive Access: Reservations are not private; other groups may join.
  • Access Terms: Reservations include access to the property and its areas. Price is unaffected by tour or audioguide participation.
  • Visit Duration: Visits last approx. 2–3 hours. It’s the customer’s responsibility to allocate time accordingly.

    No partial refunds if you skip parts of the visits or tours.
  • Inclusions: Access to farm, exhibits, and gardens.
  • Ticket Purchase: Tickets must be bought by the day before your visit.
  • Punctuality: Arrive at your scheduled time.
  • Ticket Confirmation: Only paid reservations are considered confirmed.
  • Entry Tickets:
    Entry includes access to the farm only. Guided tours are optional and do not affect the price.
  • Guided Tour Schedule: 9:00 a.m. to 3:00 p.m., hourly (except noon). Subject to change.
  • Audioguides: Available for all guests via mobile devices.
  • Aplicación de Descuentos:
    Los descuentos anunciados en los boletos de entrada aplican únicamente a aquellos boletos reservados y pagados a través de la página web.

    Estos descuentos no serán aplicables en los siguientes casos:
    • Tickets bought in person (walkinns)
    • Reservations via phone, WhatsApp, or Instagram.
    • Unpaid or expired web reservations.

Rules and Conduct

Visitors must follow access instructions and behavior guidelines established by Finca Dracula. Failure may result in removal without refund.

Rules include:

  • No pets allowed.
  • Care of the gardens: Do not damage or remove plants or natural elements.
  • Children: Children must be constantly supervised.
  • No smoking allowed.
  • Respect walkways and trails: Stay on marked paths and trails. Avoid stapping on plants.
  • Keep noise down; no music from speakers or loud sounds.
  • No access to restricted areas.
  • Be respectful with the wildlife: Do not disturb or feed animals.
  • Use designated restrooms.
  • Only consume food from the Finca Dracula café.

Boat Use Regulations:
To ensure the safety of all visitors the clients must comply with the following rules when usign the boat:

  • Life vests are mandatory (available at the café).
  • Max 2 people per boat.
  • Children under 12 must be accompanied.
  • Minimum age: 6 years.
  • Max duration: 10 minutes.
  • No standing in the boat. No jumping or abrupt movements.
  • Its forbidden to stand in the boat
  • No boating during rain.

Guided Tour

  • Availability: Daily except Thursdays, at no extra cost.
  • Participation in Guided Tours:
    The guided tour is optional and does not affect the price of the ticket. If the customer decides not to participate in the guided tour or does not wish to wait for the next available slot during the day, this will be the sole responsibility of the customer. In such cases, no partial or full refund of the ticket price will be made.
  • Tour Schedule:
    Guided tours depart on the hour every hour, except at noon, and include other interested visitors present at that time.
  • Tour Route:
    The guided tour includes a visit to the orchid exhibition, the orchid gardens, and the succulent gardens.
  • Additional Guides:
    If a guide is needed on a date that is not normally available, for a large group, or exclusively for your group, one can be hired for an additional cost. This must be reserved at least one week in advance.
  • Large Groups:
    For groups of more than 6 people and on busy days, a specific tour time can be scheduled in advance to match your visit.
  • Available Tour Languages:
    Tours are available in English and Spanish. The language of the tour will be selected based on the preferences and language needs of the group participants, and may be conducted in one language or both.

Meal Packages

  • Expedited Service:
    To ensure faster service upon arrival, customers can pre-select their menu up to 24 hours before the visit.
  • Menu for Large Groups:
    Groups of more than 13 people will be offered a special fixed menu with two options previously agreed upon with the customer.
  • Menu Adjustments Due to High Demand:
    In anticipation of high service volume during the reserved period, we reserve the right to reduce the menu options in order to guarantee expedited and efficient service.
  • Special Dietary Requirements:
    If the customer has specific dietary requirements, these must be communicated at least 3 days in advance. We do not assume responsibility for providing special options if the request is made with less than 3 days’ notice.
  • Meal Service Schedule:
    Meals will be served promptly at the reserved time. After the meal, customers may participate in the tour and explore the gardens. This order is fixed and may not be altered by the customer.
  • Children’s Menu:
    The children’s menu includes the same options as the adult menu but in smaller portions.

Reservation Change, Cancellation, and Refund Policy

  • Change Requests:
    To make changes to the date and/or time of your reservation, you must contact us via our email address.
  • Change Limit:
    Only one change is allowed to the date and/or time of your reservation.
  • Change Conditions:
    The reservation may only be changed to a time slot of equal or lesser value than the original unless the customer agrees to pay the price difference for a higher value slot.
  • Cancellation After a Change:
    Once the reservation date and/or time has been modified, it may no longer be canceled.
  • Cancellation and Change Deadlines for Groups of 8 or Fewer:
    For groups of 8 or fewer people, cancellations and changes may be made without penalty up to 24 hours before the scheduled date and time of the visit.



    Cancellations made less than 24 hours in advance will not be refunded. These policies do not apply to reservations for groups larger than 8 people, which are subject to specific conditions.
  • Cancellation and Change Deadlines for Groups Larger than 8:
    For reservations for groups of more than 8 people, cancellation or modification of the date and time of the visit is allowed without penalty up to 3 days before the scheduled date.

    Cancellations made within the 3-day window and up to 24 hours before the scheduled date and time will be subject to a 30% penalty of the total amount, which will be deducted from the corresponding refund.

    Cancellations made less than 24 hours before the scheduled visit will not be refunded.
  • Last-Minute Reservations:
    If your reservation is made for a visit within the next 24 hours, you have a 2-hour window from the time of booking to send an email requesting a change or cancellation. In such cases, you will receive a response during business hours and days.
  • Bank Charges:
    If a bank surcharge was applied at the time of payment, this will be deducted from the refund.
  • Tickets Purchased Through Third Parties:
    Finca Drácula’s policies for changes, cancellations, or refunds apply to tickets purchased through authorized resellers such as travel agencies. This does not exclude the possibility that resellers may enforce additional or more restrictive policies, which will be the reseller’s responsibility.
  • No-Show:
    If you do not show up for your reservation at the scheduled date and time without having notified us in advance via email to request a change or cancellation, you will lose the right to a refund or to change the ticket.
  • Cancellations by Finca:
    Finca Dracula reserves the right to unilaterally cancel a reservation. In such cases, the full amount paid will be refunded, without penalty to the finca or its representatives.
  • Force Majeure:
    A refund or change of date will be granted at no additional cost if Finca Drácula is unable to carry out the visit due to unforeseen circumstances that prevent safe access to the finca or the completion of the tour. These circumstances exclude normal regional weather events such as rain or fog, as well as road damage that does not directly affect access to the finca. The finca will notify the customer by phone or email once it is confirmed that the reservation cannot be fulfilled. Additionally, the customer has the option of contacting the finca by phone or email to check the status of access.
  • Changes to Reservation Details:
    Changes to the date and time of the visit may be made if notified at least 24 hours in advance. Only two changes per reservation are allowed at no extra cost, subject to availability and any price differences for the new date and time. If the new date and time are more expensive than the original, the customer must pay the difference.
  • Notification of Cancellations and Changes:
    All correspondence regarding visit cancellations and changes must be done via email. Phone calls will not be accepted as a valid method of notification. Emails must be sent to: website@fincadracula.com
  • Refunds:
    Refunds for payments made by credit card will be issued to the same card. Payments made via deposit, Yappy, or ACH will be refunded via ACH. Refunds are processed within 7 business days.

Minimum Consumption at the Restaurant

Individuals wishing to dine at Dracula Café without purchasing an entry ticket or meal package may do so under the following conditions:

  • A minimum consumption per person of $20 for breakfast and $30 for lunch is required, which must be paid upon entry to the finca.
  • At the end of the meal and upon receiving the bill, any additional amount exceeding the minimum consumption must be paid.
  • The minimum consumption applies equally to children, students, adults, and seniors.
  • The minimum amount is calculated based on the total group, not individually.
  • Seniors will receive applicable food discounts, where available, but not on the required minimum consumption.
  • Customers entering under this arrangement may only remain in the café area and its surroundings and may not join a tour.
  • If they wish to participate in the guided tour, it will have an additional cost not deductible from the minimum consumption.
  • Every person entering the finca under this arrangement must pay the minimum consumption, even if they do not intend to eat.

Capsule Germination Service

  • Only green capsules may be submitted.
  • Each germination service unit is valid for 1 capsule.
  • Payment for this service is non-refundable in the event that germination does not occur, the capsule arrives open, and/or becomes contaminated.
  • The price of this service does not include shipping to the finca.
  • This service does not include the cost of the seedlings; seedlings must be purchased separately in the event of successful germination, with a minimum of 4 flasks of 15 plants per capsule.