Terms and Conditions

Welcome to Cartagena Tours y Viajes. By making a reservation, completing a payment, or using any of our services, the customer agrees to the following Terms and Conditions.

1. Reservations

All reservations are subject to availability and will only be confirmed once the agreed payment has been received.

The information provided by the customer must be accurate and complete. Cartagena Tours y Viajes shall not be responsible for any inconvenience resulting from incorrect or incomplete information provided by the passenger.

2. Payment Methods

We accept the payment methods available on our website and any other methods agreed upon with the customer.

For certain services, a deposit may be required to confirm the reservation. The remaining balance must be paid before the service begins unless otherwise agreed in writing.

3. Punctuality

Passengers must arrive at the designated meeting point at least ten (10) minutes before the scheduled departure time.

For transportation services, the driver will wait up to fifteen (15) minutes after the scheduled pickup time unless a different waiting period has been specified in the reservation.

4. No-Show Policy

A reservation will be considered a No Show when the customer:

• Fails to appear at the agreed meeting place and time.
• Arrives after the service has already started.
• Does not respond to calls or messages from our staff or operator.
• Decides not to use the booked service.

In these cases, no refund will be issued, as vehicles, guides, personnel, and other resources have been reserved exclusively for the customer.

5. Cancellation Policy

All cancellation requests must be submitted in writing.

• More than 72 hours before the service: 90% refund of the amount paid.
• Between 24 and 72 hours before the service: 50% refund.
• Less than 24 hours before the service: No refund.
• No Show: No refund.

If the tour operator has different cancellation policies, those policies shall prevail and will be communicated to the customer before confirmation.

6. Refunds

Approved refunds will be processed using the original payment method. Financial, banking, administrative, or transaction fees may be deducted where applicable.

7. Reservation Changes

Reservation changes are subject to availability and may result in additional charges or fare differences.

8. Weather Conditions and Force Majeure

Certain services may be modified, rescheduled, or canceled due to adverse weather conditions, decisions by government authorities, port or road closures, security concerns, or any other force majeure event.

In such cases, Cartagena Tours y Viajes will make every reasonable effort to offer the best available alternative in accordance with the supplier's policies.

9. Liability

Cartagena Tours y Viajes acts as a travel agency and organizer of tourism services.

We shall not be held liable for delays, cancellations, schedule changes, or modifications caused by airlines, hotels, tour operators, government authorities, weather conditions, or any circumstances beyond our reasonable control.

Customers are responsible for complying with all safety regulations, schedules, and instructions provided during the service.

10. Luggage and Personal Belongings

Each passenger is solely responsible for their luggage and personal belongings. Cartagena Tours y Viajes shall not be liable for any loss, theft, damage, or forgotten items during the service.

11. Passenger Conduct

Cartagena Tours y Viajes reserves the right to refuse or terminate the service if a passenger behaves aggressively, is under the influence of alcohol or illegal substances, endangers the safety of the group, or violates the operator's rules.

In such cases, no refund will be granted.

12. Personal Data Protection

The personal information provided by customers will be processed in accordance with applicable Colombian data protection laws and will be used solely for reservation management, customer service, billing, compliance with legal obligations, and the delivery of information related to our services.

13. Acceptance

By making a reservation or completing a payment, the customer acknowledges that they have read, understood, and accepted these Terms and Conditions.