Official document · Terms of Service
This document governs the booking, payment, cancellation, refund and rescheduling terms for the tourism services provided by Cocoratours (hereinafter, "the Agency"). By making full payment or a deposit (advance payment) for any service, the Client declares that they have read, understood and expressly and fully accepted this policy, which forms part of the tourism services contract.
The booking is confirmed upon payment of a 50% deposit of the total price; the remaining 50% is paid on the day of the activity, before it starts. All cancellation or rescheduling requests must be made in writing through the official channels (WhatsApp or email). The date and time of receipt of that message determine the applicable advance notice.
Cancellation of tours, activities and day trips is free of charge up to 24 hours before the activity starts (Table A). Cancellation of accommodations and packages that include lodging or camping is free of charge up to 3 days (72 hours) before the arrival or package start date (Table A2). When the Client decides to permanently cancel their booking, the refund is calculated on the amount paid, based on the advance notice given:
| Advance notice | Refund | Retained |
|---|---|---|
| 24 hours or more before the start | 100% | 0% |
| Less than 24 hours or No-show | 0% | 100% |
| Advance notice | Refund | Retained |
|---|---|---|
| 3 days (72 hours) or more before arrival or the package start | 100% | 0% |
| Less than 72 hours or No-show | 0% | 100% |
The 3-day rule (Table A2) applies to any service that includes lodging or camping. As of the date of this policy, these are:
Packages and expeditions with lodging or camping
Accommodations (rooms, cabins, hotel and camping areas)
The list updates automatically whenever a new plan with overnight lodging or camping is published; in addition, each service's page shows its cancellation deadline before you book. All other tours, activities and day trips are governed by Table A (24 hours).
Some accommodations may have special conditions (for example, non-refundable rates or longer deadlines during high season). When they apply, they are stated on the accommodation's page before booking and take precedence over Table A2.
Refunds are processed through the same payment method within up to fifteen (15) business days, with no deductions (see Article 6).
The Customer may keep their service and move it to another available date without canceling the booking. Rescheduling is governed by its own table and does not result in any loss of the amount paid when requested with sufficient notice:
| Advance notice | Cost | Condition |
|---|---|---|
| Tours and activities: 24 hours or more before the start | Free of charge | Subject to availability |
| Accommodations and plans with lodging or camping: 3 days (72 hours) or more in advance | Free of charge | Subject to availability |
| Outside those deadlines or No-show | Not applicable | Governed by Table A or A2 (no refund) |
The new date must be used within the following three (3) months, subject to availability. If the Customer decides to cancel after rescheduling, 50% of the total amount will be withheld.
To avoid confusion, please note that these are two separate and independent procedures; the deadlines for one do not apply to the other:
Ends the booking permanently and generates a refund according to Table A (Article 3).
Keeps the booking and only changes the date, according to Table B (Article 4). There is no refund because the service is kept.
Cancellations made within the free cancellation period (24 hours for tours and activities; 3 days for accommodations and plans with lodging or camping) are refunded at 100% of the amount paid, with no deductions: the Agency covers the payment gateway fees. The only deductions, when applicable, are for third-party tickets or services issued in the Customer's name at their express request that cannot be refunded; in that case, the Customer will be informed before the booking is confirmed.
When, due to force majeure, unforeseeable circumstances or failure to reach the minimum number of participants, the Agency must cancel or change an activity, the Customer may choose, without any penalty, between: (i) rescheduling to a new date, or (ii) a 100% refund of the amount paid, subject to the deductions in Article 6.
Our activities are covered by an assistance policy with COLASISTENCIA. To issue the policy and confirm the booking, the Client must provide: the full name of each participant, ID document (passport, CC, CE, TI or RC), place of lodging, email address and WhatsApp number.
Law 300 of 1996 As an Operating Agency, Cocoratours is responsible for the proper provision of the contracted services, in accordance with Decree 2438 of 2010, except in cases of force majeure or acts of God described in this policy.
Law 1480 of 2011 Consumer Protection Statute. Under Article 47, the right of withdrawal does not apply to tourism services scheduled for a specific date or period; instead, the cancellation conditions set forth here apply. This policy does not diminish the non-waivable consumer rights recognized by law.
Nature and adventure activities involve inherent risks. The Agency guarantees professional local guides and a medical assistance policy, and is not responsible for:
The Agency may update this policy in accordance with current regulations; the applicable version will be the one published on this site on the booking date. Use of our services implies acceptance of these terms.
English
