Terms & Conditions

Seeing as we act as an intermediary between you  and the PROVIDERS of services like transportation, accommodation, food or any other service hired by you , we are not responsible for the breach in the provision of the services mentioned above, insofar as THE SUPPLIERS are the ones in charge of providing the contracted services.

A reservation will be considered complete when you have provided all the necessary data, accepted these terms and conditions, and when our company has received the initial payment described in the payment policies.

Once the reservation is made, the fees charged will be maintained, as long as the reservation complies with the provisions of our payment policies, otherwise, rates may vary for or against you.

All reservations are subject to our SUPPLIERS availability, therefore, our company can only confirm the reservation, when the respective PROVIDER confirms said reservation. Should the chosen PROVIDER not bear the space or availability at the time of making the request for reservation, we will provide you with alternatives of equal quality to the initial reservation, in order for you to freely choose the option you prefer.

If you wish to cancel your reservation, the provisions of our Cancellation Policies will apply. However, if you wish to make a change to your reservation, these will be subject to the availability of the contracted services and to a second quoting of the rates to be charged. Any difference for or against the value of the fare shall be assumed by you. This means that, if the value of the new quote is greater than the value already paid, you will have to pay to our company the difference. However, if that value is inferior to the value already paid, we will refund the difference to you.

Pursuant to the provisions of Act 1480 of 2011, article 47, you will be given 5 business days to exercise your right of withdrawal. However, for this to be valid, you must communicate said decision in writing to our company.

We are committed to the safety of our customers; for this reason, if required to do so, and to care for your safety, your relatives and/or companions, we reserve the right to modify itineraries and travel reservations at any time.  Consequently, our company may change the SUPPLIERS of accommodation, transportation, food services, and any other hired service, or any service pending to be hired, to one of equal or better category. In any case, we will request your approval to perform these changes.

To book and hire our services, you must:

1. Pay 25% of the total price upon making the reservation.
2. Pay the remaining 75% of the total price up to 20 days before the start of the trip.

In the event that you were to not pay 75% of the outstanding balance before 20 days prior to the start of the trip, the reservation will be understood as canceled, and we will keep the  25% payment as a penalty.

For reservations made within 20 days prior to the date of travel, the full fare must be paid at the time of making the reservation.

In order to process your payment, our company has a secure payment gateway available for users. This will be the only method authorized by us to receive payments for the packages offered.  We will not be held responsible for transactions or payments made through other unauthorized methods.

Customers are a priority for our company, so it is a pity for us if you cancel your trip. However, if you must cancel the contracted services, the following policies will apply:

If you decide to cancel the hired trip, depending on the time of such cancellation, you will have to assume a penalty:

1. If the cancellation is requested more than 20 days before the start date of the trip, the cancellation fee will correspond to 25% of the total price of the hired services.
2. If the cancellation is requested within the 20 days prior to the start date of the trip or the day of the start of the trip, the cancellation fee will be 100% of the total price of the hired services.
3. If the trip has already started, and the user cancels the remaining part of their trip, the cancellation fee will be 100% of the total price of the contracted services.

In order for the reservation to be understood as cancelled, you must communicate this decision to us in writing. The date of cancellation will be set on the day that we receive such communication from you.

As all our trips are private, if you cancel the trip for one or more travelers, but not for all, no refunds will be made. For this reason, you accept that, should this eventuality arise, the price of the cancelled traveler will be added in equal parts to the value charged to each of the remaining travelers.

In the event that the trip has to be cancelled due to force majeure or circumstances of nature not attributable to you, nor to our company such as pandemics or catastrophes, you may choose one between the following options:

1. To postpone the trip:

You will be able to postpone your trip without paying any penalty fee. If this option is chosen, the trip will have to be rescheduled, so new bookings will be subject to availability and a re-quote. In addition, you will assume the value against or in favor in the new rate. This means that, if the value of the new quote is greater than the value already paid, you will have to pay to our company the difference. However, if that value is inferior to the value already paid, we will refund the difference to you.

2. To take a refund:

Taking into account that there are some reservation costs that we will not be able to recover in cases of such cancellation, you may request  a  refund ranging from 90% to  75% of the total value of the contracted services and the remaining 10%-25% will correspond to the cancellation penalty. In any case, the value of the refund will depend on the value of the penalty imposed by our PROVIDERS, due to the cancellation of the services.  In these cases, our company will be granted a period of 15 days to make such refund.

In either case, you  will have to communicate to us, your  decision in writing no more than 15 days after the date in which a force majeure or circumstances of nature are presented not attributable to you , nor to our company. If the force majeure is presented within 15 days prior to the start date of the contracted trip, you will have to communicate this decision no later than one day before said start date. Any communication received after this term will not be studied and the reservation will be deemed cancelled without entitlement to any refund.

In order to guarantee the compliance in the provision of the hired services, you must inform  to our company the complete, exact and truthful information about the identity of each of the travelers, otherwise,  we will not be able to confirm any kind of reservation.

In addition, you must notify us during the booking process, any medical condition, pregnancy, disability, mental illness, and in general any condition that may affect the your ability, your family members or companions to travel or to develop any activity presented in the travel itinerary.

Our company is not responsible for damages caused to users, relatives or companions, for the omission in the clear, truthful and accurate presentation of this information.

For us it is important to protect your privacy and comply with the Colombian Data Protection regulations, such as Law 1581 of 2012, Decree 1377 of 2013, and other rules that modify, add or repeal them. Taking this into account, by making use of this website and, by providing your personal data, you freely, voluntary, explicitly, informedly and unequivocally authorize our company to collect, store, use, circulate, delete and in general, to process your personal data, family members data, or companions data, in accordance with the legally established terms.

We shall not be held liable, either contractually or non-contractually, for any type of property, or non-property damage, arising from strikes, natural or climate phenomena, delays, revolts and uprisings,  earthquakes, pandemics, quarantine measurements, wars, epidemics, thefts, robberies, accidents, illnesses, deaths, political factors,  denial of entry permits, health matters, force majeure or fortuitous case, and in general circumstances beyond our control, which may be suffered by you , your  relatives or your companions during, before and after the trip, by virtue of the provision of the aforementioned services.

Consequently, if there is any breach in the provision of the services, or if any damages are caused,  you, your family member or companion must make the claim directly to the entity, person or company responsible for, or in charge or the provision of the contracted service and in no case to our company.

The information published  on our website, in relation to the provision of the services,  hotels, and information related to automobiles,  aircraft, parks, attractions, tickets, vouchers and other products offered by our SUPPLIERS, are the responsibility of said SUPPLIERS. However, we ensure that service providers comply with the information provided. In the case of any inconsistency, you must file a complaint with the supplier and not to our company.

We will not make any refunds in case of any delay, cancellation or overselling in the air transportation services.

Our  company, will not be liable for any damage or virus that may infect your computer or any other item of your property due to the access, use or navigation made on this website, nor for the download of any material, data, text, image, video or audio from this website. We will not be held liable for any injury, damage, loss, claim or any special, punitive, indirect, incidental, or unlawful damage resulting from any use of this website or the content found herein.

You will solely be responsible for complying with the necessary requirements to legally enter and leave Colombia or their places of origin. For this reason, you must have all the travel documents, such as passport or visa, if required. Also, you must make sure, before making the reservation request, that it meets all the necessary characteristics, documents and requirements, to make the scheduled trip. This information will be available at embassies, consulates, airlines, airports and health authorities.

The health of our clients is a priority for us, which is why you , your family members and companions, must check with your trusted doctor prior to the trip, in order  to obtain the relevant medical recommendations in relation to their scheduled trip.

Our company will not be responsible for any omissions made by you, your family or companions of compliance with health requirements such as vaccines and medicines necessary to enter and leave Colombia and their country of origin. In addition, we will not make any refunds for this concept.

For all trips lasting at least 5 days, our company has contracted with Assist1, a premium Travel Assistance Insurance with the following coverages:

In the following link you may check the details, terms and conditions of this policy:

https://www.assist1.com.co/assets/ccgg_english.pdf

If any of these situations occurs, you, as beneficiary of the policy, can request to Assist1 the value of the corresponding compensation.

Under Act 679 of August 3, 2001, which provides provisions to prevent exploitation, pornography and sex tourism with minors, we inform you that the exploitation and sexual abuse of minors in Colombia is penalized and administratively sanctioned. In accordance with these provisions, all people must prevent, block, and denounce the exploitation, housing, use, publication, dissemination of images, texts, documents, audiovisual files, use of global information networks or establishment telematics links of any kind related to child pornography.

These terms and conditions will be governed by the laws of Colombia, and any dispute will be resolved by the Colombian courts.

Any complaint must be made in writing via email to info@lulocolombia.travel