Cancellation policy

Updated on March 2020

Cancellation policy for one day experiences

you wish to cancel a reservation made through the ColombiaTours.Travel platform or any of our customer service channels, you must submit your cancellation request fifteen (15) full days before the day your experience is scheduled. For example, if your experience is scheduled for May 1 at 6:00 PM, cancel before April 16 at 12:00 AM.To request a refund of the money you paid for your experience, you must formally request it through the email address provided by the travel agent who assisted you. The department in charge will study the case and may provide the following solutions: refund 100% of the amount paid, retain a certain percentage, charge a penalty of 100% of the amount canceled, or reschedule your activity subject to availability, if both parties agree. As stipulated in Law 300 of 1996,amended by Law 1101 of 2006, in articles 65 and 68.

If you cancel the experience less than fifteen (15) days in advance, the amount of your payment is NOT refundable, but you have the option to use the canceled amount as credit to book another experience. The previous balance will be taken as credit as long as the activity has not been rescheduled or canceled, and does not have any penalty from the operator. The validity of this credit is (30) days from the cancellation.

If you do not show up on the day of the experience or activity at the appointed time, the amount of your payment is NOT refundable and you will NOT have the right to use this amount as credit for another experience.

This cancellation policy will determine whether or not you RECEIVE a refund. Please note that your experience is only officially canceled when you receive an email from us confirming the cancellation and the status of your refund.

If you have any questions or need assistance, please do not hesitate to contact us.

Cancellation policy for theme parks

Please note the following cases for cancellations made through our personalized support channel:

Cancellations or changes made 30 or more business days in advance for paid reservations will incur a penalty of 40% of the total package value. The request must be made through the email provided by your travel agent.
Cancellations or changes made between 15 and 8 days before the departure date will incur a penalty of 100% of the total package value. You may reschedule your trip date as long as the service providers do not charge a penalty.
Airline tickets for commercial airlines or charter flights included in the reservation are NOT refundable. In case of cancellation, the flights will remain in the names of the reservation holders, who may use the tickets within a period of 1 year, paying the penalties and fare changes applicable at the time of use.

Please note that this is a general summary of the cancellation policy. The specific terms of the policy may vary depending on the experience you booked. Please refer to the terms and conditions of your specific booking for more details

Refund

Hotel accommodation refunds will be applied in accordance with the terms of the hotel’s cancellation policy.

Once the trip has begun, unused services included in the plan will NOT be refundable unless the cancellation is verified due to illness duly certified by the EPS or due to the death of the passenger. For foreign passengers, a medical certificate is required.

Any applicable refunds will be made after deducting administrative fees, bank fees, service charges and/or commissions, as appropriate; and such disbursements will be made effective (30) business days after positive confirmation of the refund.

Note: Refund requests will be evaluated and verified based on the evidence submitted in the refund request.

Modifications

In case of any difficulty, either before or during the trip, by one or more of the providers included in the same, the organizer undertakes to carry out as many procedures as are within its power for the benefit of the passengers affected by this type of situation.

The client undertakes to inform all the terms of this contract and the changes related to the reservation to each of the passengers who make up their travel group.

Rescheduling Plans and Activities

Clients who request the rescheduling of their plans and activities must take the following considerations into account:

The timeframes for requesting rescheduling are the same as those that apply to cancellations, as mentioned in points 1 and 2 of this document.
Rescheduling for experiences, activities, or day trips can be requested up to three months after the initial trip date and can be rescheduled up to two months later. If the client does not request rescheduling within the initial three months, the request will be considered canceled without the right to a refund.
Rescheduling for circuits or tourist packages can be requested up to eight months after the initial trip’s departure date and can be rescheduled up to four months later. If the client does not request rescheduling within the initial eight months, the request will be considered canceled without the right to a refund.
Rescheduling requests must be formally submitted via email to info@en.colombiatours.travel, attaching the reservation voucher.

Traveler’s Responsibility

The responsibilities of trip participants include:

Selecting a trip that aligns with their interests and abilities.
Ensuring that the destinations and activities are suitable for them.
Confirming that their health and physical condition are adequate for the trip and its activities.
Obtaining passports, visas, and vaccinations when required.
Securing appropriate insurance coverage.
Carrying suitable clothing and equipment.
Taking care of their personal belongings throughout the trip.

It is strictly prohibited to engage in behaviors that compromise the safety and comfort of other participants, such as excessive alcohol consumption, the use of hallucinogenic drugs, and the solicitation of escort services (prostitution). ColombiaTours.Travel has zero tolerance for the exploitation of minors for such services, which is a criminal offense in Colombia and grounds for immediate expulsion from the trip.