Privacy Policy and Personal Data Processing

1. Who is responsible

REMOTE GUATAPE SAS, tax ID (NIT) 901.719.601-2, with its registered office at Calle 16 A Sur # 30 A 94, Medellín, Antioquia, Colombia, is the controller of the personal data it collects through this website, WhatsApp, email and while providing its services. Requests about personal data are handled by the customer service team, at ana@guatapecolombia.co or WhatsApp +57 312 2008084.

This policy is governed by Statutory Law 1581 of 2012, its regulation (Decree 1377 of 2013, compiled in Decree 1074 of 2015) and the other rules that amend or complement them.

2. What data we collect

• Identity and contact: name, email, WhatsApp or phone number, country and language.
• Booking details: services, dates, times, number of people, pickup and drop-off address or location, flight number and notes for the service.
• Invoicing: ID type and number or NIT and address, only if you ask for an electronic invoice.
• Payments: the result of the payment, its amount, the method used and its reference. Your card details go to the payment processor, never to us.
• Conversations: the messages and voice notes you send us on WhatsApp, and emails.
• Browsing: cookies, IP address, device type, pages visited and what you added to the cart, even if you did not pay for it.

Sensitive data: if you tell us about a health condition, a pregnancy or a dietary restriction so that the service is safe, we use it only for that. Giving it is optional, and you are not obliged to authorise the processing of sensitive data.

Minors: we only process the data the responsible adult gives us about them (for example their age or how many are going) to provide the service, always in their best interest.

3. What we use it for

• Managing your bookings and payments.
• Arranging your service with the provider who runs it.
• Sending you the confirmation, reminders, changes and, after the service, an invitation to leave a review.
• Answering you on WhatsApp and by email.
• Invoicing and meeting our accounting, tax and legal obligations.
• Preventing fraud and protecting payments.
• Measuring and improving the website with statistics.
• Reminding you of a trip you left unpaid and sending you offers. You may ask us at any time to stop writing to you for this.
• Answering your requests and complaints, and the requests of the authorities.

4. Who we share it with

We never sell your data. We share it only with those who need it for the purposes above:

• The local provider who runs your service (driver, guide or operator): your name, how many are going, the time, the pickup place and the notes needed.
• The payment processors: Bold, PayPal and dLocal Go.
• Our technology providers, acting as data processors: hosting of the website and database (Vercel and Neon), photos (Cloudinary), email (Resend), WhatsApp (Meta), the artificial intelligence that answers messages and transcribes voice notes (Anthropic and OpenAI), website analytics (Google Analytics and Microsoft Clarity) and the team’s internal messaging.
• Our accountant and advisers, and the authorities when the law requires it.

5. Data outside Colombia

Several of those processors store or process data outside Colombia, mainly in the United States. We transmit data to them only for the purposes of this policy and under confidentiality and security conditions, as article 26 of Law 1581 of 2012 and its regulation require. By accepting this policy you expressly authorise that transmission.

6. WhatsApp and our virtual assistant

Our WhatsApp is answered by Ana, a virtual assistant powered by artificial intelligence, together with the Remote Guatapé team. Your messages and voice notes are processed by an artificial intelligence provider only to answer you and prepare your booking, and a person on the team reviews every booking before it is charged. You may ask to speak to a person at any time.

7. Cookies and analytics

• Necessary cookies: they keep your cart, the payment process, and the language and currency you chose. Without them the site does not work properly.
• Analytics: Google Analytics measures in aggregate how the site is used, and Microsoft Clarity records how it is browsed to find problems. Forms, the payment and your booking page are hidden from those recordings.

You can block or delete cookies from your browser.

8. Your rights

As the owner of the data, you have the right to:

• Access, update and correct your data.
• Ask for proof of the authorisation you gave us.
• Know, on request, how we have used it.
• Withdraw your authorisation or ask us to delete your data, where there is no legal or contractual duty to keep it.
• Access your data free of charge.
• File complaints with the Superintendence of Industry and Commerce, after making your request to us.

9. How to exercise them

Write to us at ana@guatapecolombia.co or WhatsApp +57 312 2008084 with your name, what you are asking for and how to contact you. We may ask for a detail that confirms you are the owner of the data.

• Enquiries: we answer within ten (10) business days at most. If we cannot, we tell you why and answer within five (5) more business days at most.
• Claims (correction, update, deletion or a breach): we answer within fifteen (15) business days at most, extendable by up to eight (8) more business days, telling you why. If a claim lacks information, we ask for it within five (5) days; if two (2) months pass without it, the claim is considered withdrawn.

10. Security and retention

We protect your data with encrypted connections (HTTPS), access restricted to the team, and payment providers that meet PCI DSS standards. If an incident affects your data, we tell you and inform the Superintendence of Industry and Commerce, as the law requires.

We keep your data for as long as you have a relationship with us and as needed to handle claims; invoices and accounting records, for as long as the law requires (up to ten years). After that we delete or anonymise them.

11. Your authorisation

By booking, writing to us or paying — where you confirm that you accept this policy — you give us your prior, express and informed authorisation to process your data as described here.

12. When it applies and changes

This policy is in force from 6 October 2026 and replaces the previous one. The databases are kept for as long as the purposes that justify them exist. If we change it substantially, we will publish the new version on this page before applying it.

This policy is published in Spanish and in English. If the two versions differ, the Spanish version prevails.