Refund and Cancellation Policy

1. Right of withdrawal

As a purchase made at a distance, you may withdraw within five (5) business days of buying, as long as the service has not started with your agreement. We give you back 100% of what you paid, with no deductions or withholdings of any kind (article 47 of Colombian Law 1480 of 2011).

The law allows up to thirty (30) calendar days to return the money; we process it within 24 hours. It does not apply to services made to your specifications, nor to a service that has started.

2. If you cancel

After the withdrawal period, the refund depends on how long before the service you cancel:

• 48 hours or more before: we refund what you paid, less the payment fees that cannot be recovered (up to 7%).
• Between 24 and 48 hours before: we refund 50%; payment fees are not refunded.
• Less than 24 hours before: no refund.
• Once the service has started: no refund.
• If you do not show up: no refund. We may offer another date, subject to availability.
• If you paid 50% and the balance is not paid when the service is due to start: the service does not go ahead and counts as a cancellation with less than 24 hours’ notice, with no refund of the deposit.

The balance is paid online, by 6:00 pm (Colombia time) the day before the service. We do not take cash, and our guides, drivers and providers are not authorised to receive payments.

3. Changes of date or time

Ask for them at least 24 hours in advance; we make them subject to the availability of the service and the provider.

4. Weather

The weather in Guatapé changes fast, so we wait a little in case it clears. If the service really cannot go ahead, we offer you another date at no cost or 90% of what you paid. Further changes are subject to availability.

5. Force majeure

In cases of force majeure, such as a medical emergency or a death, we refund up to 90%, with supporting documents and provided no costs have been incurred with the providers.

6. Private and tailor-made services, and packages

A private or tailor-made service is non-refundable once customised. In a package of several services, once it has started there is no refund for the services you do not use.

7. Services with their own conditions

If a service is provided by a third party with its own cancellation conditions (for example, a flight), we show them to you before you pay, and they are the ones that apply to that service.

8. If we cancel

If we cancel for safety, weather or a provider’s failure, you choose between another date and a 100% refund of what you paid.

9. How to ask and when it arrives

• Write to us at ana@guatapecolombia.co or WhatsApp +57 312 2008084 with your booking number.
• We confirm what applies under this policy.
• We process the refund within 24 hours of the cancellation being registered, to the same payment method, and send you proof.
• When you see it depends on your bank or card issuer; with international cards it can take a few more days.

If you paid by card or another electronic method, you also have the right to a payment reversal in the cases set out in article 51 of Law 1480 of 2011; the Terms and Conditions explain it.

10. When it applies

This policy is in force from 6 October 2026 and replaces the one of 12 June 2025. Each booking keeps the policy it was made under, without prejudice to the right of withdrawal the law gives you.

It is published in Spanish and in English; if they differ, the Spanish version prevails.