Terms and Conditions

1. Who we are

This website, www.guatapecolombia.co, and the Remote Guatapé brand belong to REMOTE GUATAPE SAS, a simplified joint-stock company (S.A.S.) incorporated in Colombia, with tax ID (NIT) 901.719.601-2 and registered in Colombia’s National Tourism Registry under number 172321, as Law 300 of 1996 requires. Its registered office is at Calle 16 A Sur # 30 A 94, Medellín, Antioquia, Colombia, and it operates in Guatapé and El Peñol (Antioquia). It also operates the Marina Guatapé Watersports brand.

In these terms, “Remote Guatapé”, “we” or “the company” means REMOTE GUATAPE SAS; “the customer” or “you” means whoever books, pays for or uses our services.

2. Accepting these terms

By booking, paying for or using our services you accept these terms, the Refund and Cancellation Policy and the Privacy Policy, which form part of them. Before you pay, the site asks you to confirm that you have read and accept them.

To book you must be of legal age and legally able to enter into a contract. If you book for other people, you confirm that you are authorised to do so, you agree to make these terms known to them, and you answer to us for the booking.

If you do not agree with these terms, please do not book or use the site.

3. Our services

We organise and sell travel experiences in and around Guatapé: guided tours and experiences; rentals of jet skis, boats, a pontoon and other water equipment; lessons such as wakeboarding or cooking; private transfers between Medellín (including José María Córdova airport) and Guatapé; and packages that combine several services.

We provide the services ourselves or through selected local providers — licensed transport companies, boat operators, guides and hosts — with whom we arrange every booking. Remote Guatapé is your point of contact and answers to you for what you booked, as the law provides.

Each service’s page states what is and is not included, how long it lasts, the meeting point or pickup, capacity, requirements (such as minimum age or fitness level) and the extras available. Photos are illustrative: equipment and vehicles may be replaced with others of equivalent characteristics.

4. Bookings and confirmation

• You choose the service, date, time and number of people, and see the total price before paying.
• A booking is confirmed when the payment is approved. We email you the booking number and a private link to view it.
• Some services are sold “on request”: we confirm availability before charging. If we cannot provide the service, nothing is charged or 100% of what you paid is refunded.
• You must give us true and complete details: names, email, WhatsApp, exact pickup address, flight number where relevant, and any relevant dietary or health restrictions. If false or incomplete details prevent us from providing the service, the cancellation policy applies.
• Before the service we write to you on WhatsApp to arrange the pickup time and details.

5. Prices and payments

• Prices are in Colombian pesos (COP). The final amount, with extras, deliveries and discounts, is shown before you pay: there are no hidden charges.
• Prices shown in other currencies are for reference. The charge is made in the currency shown on the payment page, and your bank may apply its own exchange rate and fees.
• Payment is made in full when booking, on the secure pages of our payment processors: Bold, PayPal and dLocal Go (credit and debit cards, PSE and other local methods, depending on availability).
• We never see or store your card details: they are processed by those payment providers under their security standards (PCI DSS).
• We may review unusual payments to prevent fraud, and cancel a booking with a full refund where there are reasonable signs of fraud or of unauthorised use of a payment method.
• Every booking comes with a sales receipt. If you need a DIAN electronic invoice, ask for it when paying, with your NIT or ID number.
• Prices may change, but a paid booking keeps the price it was paid at. Each promotion applies under the conditions published with it.

6. Delivery of the service

The service is provided on the date, at the time and at the place of the booking. We do not ship physical goods: what you buy is the provision of the service, and the record of your purchase is the confirmation email.

• Please be on time at the meeting point or pickup. Out of respect for other groups, a delay on the customer’s side may shorten the service, with no refund for the time not used.
• For safety, the guide, driver or operator may change the itinerary, the order of activities or the time because of the weather, road conditions, the level of the lake or instructions from the authorities.
• Navigation on Guatapé Lake depends on the weather and on the hours set by the authorities.

7. Changes, cancellations and refunds

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 and was not made to your specifications. You then get back 100% of what you paid, with no deductions or withholdings of any kind (article 47 of Law 1480 of 2011). The law allows up to thirty (30) calendar days to return it; we process it within 24 hours.

After that period, the Refund and Cancellation Policy in force when you booked applies, and it is saved with your booking. In short:

• 48 hours or more before the service: a refund of what you paid, less the payment fees that cannot be recovered (up to 7%).
• Between 24 and 48 hours before: a 50% refund; payment fees are not refunded.
• Less than 24 hours before, a no-show, or once the service has started: no refund. We may offer another date, subject to availability.
• Weather that stops the service: another date or a 90% refund.
• Force majeure (for example a medical emergency or a death), with supporting documents: a refund of up to 90%, if no costs have yet been incurred.
• Private or tailor-made services: non-refundable once customised.
• If we cancel for safety, weather or a provider’s failure, you choose between another date and a 100% refund of what you paid.

Changes of date or time are handled subject to availability and must be requested at least 24 hours in advance.

We process every 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.

None of the above limits the rights the law gives you.

8. Payment reversals and chargebacks

If you paid by credit card, debit card or another electronic payment instrument, you may ask for the payment to be reversed in the cases set out in article 51 of Law 1480 of 2011 and its regulations (Decree 1074 of 2015): fraud, an unrequested transaction, or a service not provided or different from what was offered. To do so, file your complaint with us and notify the issuer of the payment instrument within five (5) business days of the date you became aware of the situation.

Before starting a chargeback, please write to us at ana@guatapecolombia.co or WhatsApp +57 312 2008084: we can almost always resolve it faster directly. If a chargeback is raised for a service that was provided, we will send the payment processor the evidence of the booking and of the service.

9. Your obligations

• Follow the safety instructions of the guide, driver or operator. On the water, a life jacket is mandatory.
• Tell us before booking about any health condition, pregnancy or limitation that may affect your participation.
• Minors must be accompanied by a responsible adult, who answers for them.
• Do not drive, or take part in water or adventure activities, under the influence of alcohol or drugs. The operator may refuse the service, with no refund, to anyone who puts their own safety or that of others at risk.
• Answer for any damage you cause to equipment, boats or vehicles through misuse or by not following instructions.
• Respect the luggage allowed in each vehicle, the agreed times, local communities and nature.
• Carry your ID document.

10. Liability

We answer for providing the services as they were offered, under Law 300 of 1996, Law 1480 of 2011 and the other applicable rules. We work with formally registered providers, and transport vehicles carry the mandatory insurance required by Colombian law.

We are not liable for: (a) force majeure or acts of God, such as natural events, road closures, decisions of the authorities or public order disturbances; (b) acts of the customer or of third parties outside our control; (c) the loss of or damage to personal belongings the customer carries; (d) services you did not book with us, such as hotels, restaurants or flights, or airline delays.

Water and adventure activities carry inherent risks, which you know and accept when booking them. Nothing above limits consumer rights that the law does not allow to be waived.

11. Responsible tourism and child protection

In compliance with Law 679 of 2001 and Law 1336 of 2009, Remote Guatapé rejects the sexual exploitation, pornography, sex tourism and any other form of sexual abuse of children and adolescents, and warns that these acts are crimes in Colombia, punishable by prison. We report any case we become aware of to the authorities. You can report it to ICBF’s line 141 or to the National Police on 123.

Nor do we allow the trafficking of wild fauna and flora (Law 17 of 1981 and the Criminal Code) or of cultural heritage property (Law 397 of 1997 and Law 1185 of 2008), and we promote respect for the communities and the natural surroundings of Guatapé and its lake.

12. Personal data

We process your data (name, contact details, ID and booking details) to manage your booking, provide the service, send you confirmations and reminders, invoice, prevent fraud and answer your requests, under Law 1581 of 2012 and its regulations (Decree 1074 of 2015). We share only what is needed with the provider of your service and with the payment processors.

You may access, update, correct and delete your data, withdraw your consent or ask us not to send you marketing messages by writing to ana@guatapecolombia.co. The details are in the Privacy Policy.

13. Use of the website and intellectual property

The texts, photos, videos, trademarks and design of this website belong to Remote Guatapé or its licensors, and may not be copied or used commercially without permission.

You may not use the site to make false or fraudulent bookings, impersonate anyone, extract data by automated means or disrupt its operation. We may cancel the bookings of, and restrict access to, anyone who does.

The site may link to third-party sites, such as maps or payment pages, which are governed by their own terms.

14. Requests and complaints

Write to us at ana@guatapecolombia.co or WhatsApp +57 312 2008084, with your booking number. We answer within fifteen (15) business days; most cases are resolved the same day.

If you are not satisfied with the answer, you may go to the Superintendence of Industry and Commerce (www.sic.gov.co), Colombia’s consumer protection authority.

15. Changes to these terms

We may update these terms. The version in force is published on this page with its date, and each booking is governed by the terms in force when it was made.

16. Governing law and jurisdiction

These terms are governed by the laws of the Republic of Colombia. Any disagreement will first be settled directly where possible; otherwise it will be decided by the competent authorities and courts of Colombia, without prejudice to consumer protection actions before the Superintendence of Industry and Commerce.

These terms are published in Spanish and in English. If the two versions differ, the Spanish version prevails.