PAYMENT AND CANCELLATION POLICIES.

CUNAGUARO TRAVEL S.A.S. believes that providing the best service to our customers is essential for them to enjoy the great attractions of the Colombian plains.

The following are the payment and cancellation policies, which are based on the company’s administrative structure. They take into account the provisions of Decree 2438 of 2010 regarding the responsibility of the operating travel agencies for the provision of tourism services.

 

The related information must be verified and is the responsibility of the Agency and/or the Client to confirm.

Thus, the following should be taken into account during the plan selection and confirmation process:

  • The Agency acts only as an intermediary agent between travelers and the entities providing the services.
  • The Agency is not responsible for events that may occur due to acts of God or force majeure, climatic phenomena or acts of nature, alteration of public order, interruption of communication routes, demonstrations, political factors, denial of entry permits, health issues and any other case of force majeure that may occur during the trip; those that occur before or during the development of the trip, which prevent, delay or in any way affect the total or partial execution of the services committed by the Agency.
    All losses or expenses must be paid by the passenger.

  • All quotations are subject to change and availability without prior notice until your reservation is formalized.

  • Packages and tour plans are NOT refundable once the trip has begun.

  • The prices of the tourist plans do not include services not specified in the programs, nor do they include calls, Wifi service, mini bar services, laundry, tips, and any other service of a personal nature.

  • It is the responsibility of all citizens to have their personal documents up to date and to comply with the immigration and health requirements of each country they are going to visit.
    It is the passenger’s responsibility to make sure that he/she complies with the Visa and/or the respective vaccinations according to the destination.

  • In the case of a cancellation affecting services firmly contracted by the Agency, the reimbursement of the same shall be subject to the contractual conditions and administrative charges under which the respective companies (hotels, transportation, guides, restaurants, tour operators, etc.) provide their services.

  • Refunds must be made no later than thirty (30) calendar days following the date on which the claim was made to the agency and after its approval; or the date of execution of the decision issued by the Ministry of Commerce, Industry and Tourism imposing such obligation (Cunaguaro Travel payment and cancellation policies).

To guarantee and confirm the services provided by CUNAGUARO TRAVEL SAS, it is necessary to take into account the procedures before and during the provision of the service, which are described below:

  1. Pay 50% of the total value of the plan once the quotation sent by the person in charge of reservations of Cunaguaro Travel is approved; the remaining 50% of the plan must be paid 30 calendar days before the start date of the service.
    (If the request is approved in less than one month, the term for the payment of the remaining 50% will be agreed directly).

Payments may be made by the following means:

  • Transfer or national bank consignment:

Bancolombia Savings Account No. 36300044381.

Holder: Cunaguaro Travel SAS.

Nit.
900739930-2.

  • International bank transfer or consignment:

Bancolombia Savings Account No. 36300044381. Holder: Cunaguaro Travel SAS.

Nit.
900739930-2.

BANCOLOMBIA SWIFT Code: COLOCOBM.
If more digits are required enter XXXX.

  • Payment with Debit or Credit Cards:

Virtually through the WOMPI platform.

The cards received are American Express, Visa Credit, Visa Debit, Visa Electron, MasterCard Debit, MasterCard Credit, and Maestro Debit.
Please take into account the additional charges generated by the virtual platforms for this type of transaction.
Consult in each case.

Virtually through the WE TRAVEL platform.

A payment link will be generated and sent to the client to proceed with the virtual payment.
The cards received are: American Express, Visa Credit, Visa Debit, Visa Electron, MasterCard Debit, MasterCard Credit, Maestro Debit.
You must take into account the additional charges generated by the virtual platforms for this type of transactions.
Consult in each case.

In person at the office through dataphone:

The cards received are: Mastercard, Visa, American Express.

It is important to note:

*Nationals are obliged to pay VAT at 19%.
(Foreigners not residing in Colombia are exempt from VAT).

*In cases where the bank from which the payment is made charges an additional value to the plan, this must be assumed by the client.

*If payment is made by credit card, the client will assume the bank commission percentage; in this case for the WOMPI platform, WE TRAVEL and through dataphone the value is 4.75%.

*When payment is made in foreign currency USD, the amount to be paid will be agreed upon once the reservation is confirmed and the TRM of the day of payment will be taken into account.

* To guarantee your reservation and rate, you must make the payment within the established deadlines and send the evidence of the transaction to the corresponding advisor via email to cunaguarotravel@gmail.com.

  1. In the case of natural persons, they must send a copy of the RUT, a copy of the citizenship and/or foreigner identification cards or passport of the persons who will take the service, for the generation of the electronic invoice.

  1. Travel agencies and/or legal entities must register annually as clients by sending RUT, Chamber of Commerce, a copy of the legal representative’s identification card, bank certification, and client registration form.
    Additionally, once the service is confirmed, they must send a copy of the citizenship and/or foreigner’s identity cards or passports of the persons who will take the plane.

  1. All tourist packages are invoiced after they have been carried out, therefore, it is necessary to send the documents described above.

  1. In the event of CANCELLATION OF THE SERVICE:

  • Cancellations received 30 days before the start of the trip will be charged 30% of the total value of the plan.

  • For cancellations received 15 days before the start of the trip will be charged 50% of the total value of the plan, or the deposit or advance payment previously received from the agency or client will be retained.

  • In case of cancellations received 7 days days before will be charged 80% of the total value of the program.

  • NO SHOW*: the NO SHOW at the beginning of the services will be charged 100% of the total value of the program.

  • When the client or users cancel their trip for justified reasons: illness or death of any of the travelers, it must be with a notice of no less than twenty-four (24) hours, and the request will be taken into account to develop a timely evaluation of the case.
    Only if the supports justifying the cancellation are received:
    (a) medical incapacity from the EPS,
    (b) death certificate.

  • In the event of an unforeseen circumstance such as border closure, road closure or blockage, pandemics, or natural disasters, among others, making it impossible to make the trip, it must be reported 72 hours before the service and the refund of the money will be made in 70% prior to its evaluation and approval.
    Or preferably, the date of the service may be modified, as long as it is within the validity period of the rates.

  • In case of transfers in foreign currency, the current exchange rate will be taken into account.
    Bank operational costs will be borne by the customer.

  • If the plan was paid in cash in foreign currency, the refund will be made in Colombian pesos.

  • To request a refund, the customer must send by e-mail:

  1. Format (to be provided by Cunaguaro Travel SAS).
  2. Support of transfer or prepayment.
  3. Updated bank certification.

The application will be evaluated within a maximum period of eight (8) days. eight (8) days After that, Cunaguaro Travel SAS will notify by e-mail thread if the refund is approved and under what percentage.
After the notification of approval, Cunaguaro Travel SAS will make the refund within a maximum period of thirty (30) business days. DOWNLOAD PDF VERSION HERE