Terms and Conditions

Liability clauses

The user shall take the following content into account before deciding to purchase services, since based on it the services are provided, and the rights and obligations of both the agency and the user are hosted. These conditions are binding from the moment of the user cancelation or in part the services sold by Aviatur:

Aviatur S.A.S. is subject to the liability regime established by the Colombian Law 300 of 1996, Decree 1074 of 2015 and the regulations that modify, add or reform them, and acts as an intermediary agent between the user and the provider of the tourist service selected by the user. The agency’s responsibility for the quality of the service is limited solely and exclusively to the terms of each offer, considering the specific conditions of each provider, which are fully and timely disclosed to the user for their understanding, accepting them in full of the first payment made for the services purchased.

Aviatur does not assume responsibility for the provision of the air transport service; the provision of such service, delays or unforeseen changes in the flight schedules arranged by the airlines, the user’s rights, and the procedures to make effective the refunds that result from these events are governed by the provisions of the Colombian Aeronautical Regulations (RAC 3), considering the particularities of the purchased airfare. In addition, the passenger mustfully comply with the conditions of the suppliers, such as luggage, schedules, and documents required and made available to the consumer in the quote and at the time of purchase, otherwise, the passenger will assume the additional costs for non-compliance.

The responsibility for the care and custody of personal items lies exclusively with the passenger unless they have been made available to the service provider for their care. In case of carrying valuables with them, the user must inform the service provider directly, to take all necessary care measures to protect such objects; otherwise, the losses and faults suffered by such objects must be fully assumed by the user without the possibility of seekingcompensation or compensation for damages.

The user will be informed of the risks associated with the execution of tourist activities. If the user decides to take tourist services whose risks are explained, they understand their sole responsibility, keeping Aviatur exempt from this concept. Aviatur will require basic and general medical information from the user to know the viability of carrying out the activities that make up the tourist plan; the user will provide real, timely and correct information about their state of health, without prejudice to their right to provide sensitive information, in accordance with the provisions applicable to the processing of personal data.

When the user defaults for not showing up or not using the agreed services, whatever the cause, the tourist service provider may demand payment of the full price or rate established or withhold the deposit or advance that it has previously received from the user, a situation that the user knows and accepts. The above applies, unless the specific product or service purchased by the user has different penalty limits, in which event, the penalties, cancellation policies, no-show and others imposed by the contracted operator will apply, to which the user has adhered from the moment of making the reservation.

About article 64 of the Colombian Civil Code, Aviatur and the operators do not assume responsibility for events of force majeure such as accidents, strikes, assaults, earthquakes, climatic or natural phenomena, security conditions, political factors, neither for the withdrawal of the traveler for conduct that threatens the making of the trip, denial of entry permits, decision of the country of destination to prevent the traveler from entering or moving, death, health issues, acts of third parties, and any other event outside the agency, which could affect the execution or continuity of the trip; in such events, refunds will be made under the law and policies imposed by each service provider, as appropriate.

Aviatur is not responsible for personal or additional expenses to the specific plan that the user incurs, nor does it assume responsibility for damages or losses caused to the user due to his negligence or fault. Aviatur may make changes to the planned itineraries, travel dates, hotels of a similar or higher category, transport, and others that may be necessary to contribute to the development of the trip, either before starting or during the trip.

The agency and service providers reserve the right to expel a user when their behavior, which is reprehensible disciplinarily and/or criminally, causes inconvenience in the normal execution of the service and causes disruption to third parties; it is understood that the behavior is reproachable when it threatens public order and good morals. The user must assume at his own risk the costs incurred by the exclusion from the program and will be solely and exclusively responsible for claims and/or compensation for damages made by affected third parties, including the service provider, keeping the agency and service providers harmless from such situation.

The prices of the programs are subject to change without notice due to fluctuations in international currencies, government decisions, changes in taxes, fees, or contributions that tax the services provided, among other situations outside the agency, and only the prices in force at the time of issuance of air tickets and vouchers for other services, upon confirmation of purchase, will apply. Advertising prices and quotations may fluctuate due to the changing availability of service providers, on which the agency has no influence. The price announced in a currency different than the Colombian Peso for land portion services may be paid in that currency; it can also be converted to Colombian pesos according to the Market Representative Rate (TRM) agreed in the price sent. Prices advertised to foreigners do not include IVA, if they bear the corresponding stamp as tourists.

The agency will report timely to the client about the documentation and sanitary requirements that are required for each destination. The plans sold do not include the processing of passports, visas or permits to leave the country and/or enter another State, and it is the sole responsibility of the user to comply with the documentation requirements necessary to make the trip and health requirements such as vaccination. Therefore, Aviatur recommends to take all documentation precautions before purchasing tourist services, since neither the operators nor the agency are responsible for the non-execution of the services when it is attributable to the user because of this issue.

In case of providing advice for the issuance of the documentation required for the trip, Aviatur is not responsible for the results of the procedure of a passport, visa, or any type of permit to enter, leave the country, transit in another country, among others, is the discretionary decision of the competent government authority that issues them. It is the sole and exclusive responsibility of the user to carry and display, always, the documents that are required to make the trip and to guarantee the stay at the destination, to corroborate the situation before the authorities that require it; it is the user’s responsibility to carry the authentic documents, since any irregularity presented is the sole responsibility of the user.

To strengthen protection on travels, the user can purchase insurance policies that contribute to the success of their trip. These products are subject to insurance and/or travel assistance contracts as appropriate, and will be executed in accordance with the policies, terms, and conditions of the insurance agents that the user may contract. The information on coverage, procedures, rights, and obligations is provided by insurers or assistance service providers, and it will be previously informed so the user can decide on its acquisition and convenience.

Aviatur, as an intermediary agent, will ensure that the provision of services operated by third parties is optimal and of quality as offered, providing the user with all the collaboration and management to send suppliers the requests, complaints or claims they wish to raise, before during and after the execution of the services. However, if there are any difficulties on site, the user must inform the service provider directly and immediately, so that the provider resolves the disagreement expeditiously. This is without prejudice to the notification that the user must make to the travel agency for the same purpose.

Cancellation policy

Below are the cancellation and change policies for confirmed reservations:

Individual reservations:

* In case the confirmed provider has more restrictive cancellation policies, these will be the ones that apply. Which will be informed, along with the terms and conditions, and will be understood as accepted by the client at the time of making the reservation.

Reservations for groups (more than 10 passengers):

* In case the confirmed provider has more restrictive cancellation policies for group reservations, these will be the ones that apply. Which will be informed, along with the terms and conditions, and will be understood as accepted by the client at the time of making the reservation.

Policy of changes and adjustments:

• In case of confirmation of the services, it is necessary to share a copy of the passengers’ passports to manage the IVA tax exemption in the confirmed services. In case the exception is not applied, the passenger must incur the payment of the tax.

• All changes that are made before 14 days of the trip are subject to the availability and policies of the local providers that are contracted for the experience.

• Aviatur may make changes to the planned itineraries, travel dates, hotels of a similar or higher category, transportation and others that are necessary if passenger’s safety or well-being is compromised by external situations to ensure de correct development of the service, either before starting or during the trip.

• In case of “NO SHOW” of the number of confirmed participants, no refund will be made for the initially contracted services.

• Once the services have started, no refunds will be made on confirmed services that passengers do not wish to take.

• If during the experience, some of the services cannot be carried out, the adjustment of the services or the refund will be agreed with the client.

• In case of requiring the execution of a contract for the confirmed services, this must be signed by the parties 20 business days before the date of provision of the services.

• Aviatur will not proceed to make blocks or reservations, in the different confirmed locations, without having the support of payment of the services.

Important:

• The refund of the balance in favor will be made within a maximum period of 30 business days after receiving the request to cancel the trip.

• In case of cancellation of the confirmed services due to medical incapacity (issued by a health entity or professional), Aviatur will make every effort to reschedule with the contracted providers, and in case of not having availability on the selected dates 85% of the canceled value will be returned; understanding that 15% will be withheld for administrative and transactional costs.

• These policies are defined for all services requested through our [email protected] email, received by the sales department and coordinated by Inbound Tourism Area.

For more information, consult the travel consultant or on the website www.aviatur.com.; National Tourism Registry (RNT) 438/24161. The exploitation and abuse of minors are punishable by deprivation of liberty, Act 679 of 2001. Trafficking and commercialization of wild fauna and flora, regional and/or national cultural assets, narcotic substances, acts of discrimination, among other behaviors that alter responsible and sustainable tourism are prohibited.