Cancellation and Changes Policy | Caminos de Colombia

The cancellation policies, penalties, returns, or refunds are previously stipulated by the tourist service provider, and the USER will be subject to them with prior communication from CAMINOS DE COLOMBIA through the confirmation of the final reservation. Following the provisions of article 65 of Law 300 of 1996 CAMINOS DE COLOMBIA will penalize the traveler as stipulated below:

Law of Withdrawal.

By Article 47 of Law 1480 of 2011, in all contracts for the sale of goods and provision of services through financing systems granted by the producer or supplier, sale of timeshares or sales that use non-traditional or distance methods, which, due to their nature should not be consumed, or have not begun its execution within five (5) days, the right of withdrawal is deemed to have been agreed upon. If the consumer uses the right of withdrawal, the contract is over, and the reimbursement is mandatory. The maximum term to exercise the right of withdrawal will be five (5) business days counted from the delivery of the good or the signing of the contract in the case of the provision of services, that is, from the moment in which the USER makes a reservation. The following are cases of exception from the right of withdrawal:

In contracts for the provision of services whose provision has begun with the consumer's agreement, that is, for reservations made in less than 24 hours of the provision of the service.
In contracts for the supply of goods or services whose price is subject to fluctuations in financial market coefficients that the producer cannot control;

The supplier must return all amounts paid to the consumer without making discounts or withholdings. In any case, the refund of the money to the consumer may not exceed thirty (30) calendar days from the moment the exercise of the right. If you wish to exercise this option, contact the customer service of CAMINOS DE COLOMBIA to process the request.

In cases of purchases with air tickets, The Withdrawal Law will be applied by the provisions of Resolution 1375 of 2015, as long as it complies with the following 5 points:

The ticket must have been purchased directly or within one of our combined plans through a non-traditional or remote means, for example, online (applications or e-commerce), catalog or television sales, or sale in your address, among others.
You must submit your claim within 48 hours of purchasing the ticket.
There must be at least 8 days left before the initial leg of the trip on domestic flights and 15 days for international flights. It means you cannot retract if you bought a ticket today and your flight is tomorrow. But, if you bought a ticket today and are traveling in a month, you can retract it within the next 48 hours.
You must retract it 8 days before for domestic flights; and 15 days before for international flights.
The USER must request the claim on non-promotional rates.

CAMINOS DE COLOMBIA may apply a penalty to the USER in favor of the carrier of COP 80,000 for national tickets or USD 50 for international tickets, applying the official exchange rate approved by the Bank of the Republic for the day on which the passenger informs the agency of his decision to retract. In any case, the value retained may not exceed 10% of the value received for the fee, excluding fees, taxes, and administrative fees.

SPECIAL CONTRACTS. In contracts concluded remotely, by telephone, electronic, or similar means, the producer must leave proof of the adherent's acceptance of the general conditions.

Air Tickets

By the Withdrawal Law, 48 hours after your reservation, you will be subject to the application of charges and penalties for any change or cancellation of your ticket, depending on the conditions and clauses of each Airline.

We'll refund the money to your credit card or bank account, depending on the payment method used in the purchase, within no more than 30 days.

Plans, Tours and Hotels

By the Withdrawal Law, 48 hours after your reservation, you will be subject to the application of charges and penalties for any change or cancellation in your reservation, depending on the conditions and clauses of each provider, stipulated in detail in each plan, reservation, and quote.

We'll refund the money to your credit card or bank account, depending on the payment method used in the purchase, within no more than 30 days.

No-Show

For all services, a penalty of 100% of the total value of the plan will apply for cancellations made less than 24 hours before your trip.

Money refunds to users, if applicable, and According to the cases provided for in articles 63, 64, and 65 of Law 300 of 1996, will be carried out no later than thirty (30) calendar days following the date on which the USER has claimed to the agency or the date of the decision execution issued by the Ministry of Commerce, Industry and Tourism with the imposition of the obligation on the provider.

In the event provided for in article 65 of Law 300 of 1996, the established refund will proceed when the user has fully or partially paid the tourist service provider for the contracted services.

Liability Clause

Agency:

In CAMINOS DE COLOMBIA, we seek to act with diligence and relevance for the total provision of the service and satisfaction of our clients however, during the provision of the service, events beyond the control of the company may occur such as the closure of roads, riots, strikes, total or partial closure of places to visit, flight delays, accidents, natural disasters, climatic or natural phenomena, security conditions, political factors, denial of entry permits, health issues and any another case of force majeure. For these cases, CAMINOS DE COLOMBIA only undertakes to provide the contracted services and to make the refunds stipulated in Colombian Law and, as the case may be, the USER loses the right to request compensations for damages or losses generated.

Additionally, CAMINOS DE COLOMBIA reserves the right to make changes to the itinerary, travel dates, similar hotels or superior category, transportation and other services that are necessary to guarantee the success of the trip and safety of our passengers. We are subject to the liability regime established by law 300/96 and decrees 1075/97 and 2438/2010.

Travellers who do not provide their full names and documents to the agency will exempt CAMINOS DE COLOMBIA from all liability for injuries or damages caused in the event of an accident. CAMINOS DE COLOMBIA reserves the right to provide the services to these passengers as the case may be.

Travellers:

Restrictions and fines apply for non-compliance or cancellations of travelers by legal regulations and commercial custom in tourism, subject to the penalties of law, for non-compliance by the user in favor of the Agency.