Booking terms & cancellation policy

These terms govern bookings made with Corazón Colombia (“we”, “us”). Full legal entity name, NIT, Registro Nacional de Turismo (RNT) number and registered address to be inserted before launch. We operate from Bogotá, Medellín and San Andrés, Colombia.

Submitting the booking form creates a request, not a contract. A booking exists only when we send you a written confirmation naming the date, the experience, the price and the participants. Until then no payment is due and no place is held.

Prices are quoted per person unless stated otherwise, and are payable in US dollars or Colombian pesos. Prices in any other currency shown on this site are indicative conversions for display only. Your card issuer sets the exchange rate you actually pay.

Package prices include exactly what is listed as included for that package and nothing that is not. International flights are never included. We will tell you the revised price, and the reason for it, before you commit to any change.

Single experiences: free cancellation up to 48 hours before the start time, refunded in full. Within 48 hours, no refund, because the guide and any third-party capacity have already been committed.

Multi-day VIP packages: more than 45 days before departure, the deposit is refunded less any non-recoverable third-party costs already incurred on your behalf. Between 45 and 15 days, 50% of the package price. Within 15 days, no refund. We commit to hotels, internal flights and private vehicles well in advance, and those commitments are not reversible.

Medical-travel coordination: our coordination fee is refundable up to 30 days before travel. Fees charged by clinics, hospitals and independent providers are governed by their own terms, which we will give you in writing before you pay anything.

We may cancel or alter an experience for weather, sea conditions, road closures, civil disruption, or any circumstance where running it would be unsafe. Where we cancel, you may take an alternative date, an alternative experience of equal value, or a full refund of the amount paid to us.

We do not compensate for consequential losses such as flights or accommodation booked separately. This is what your travel insurance is for, and it is why we require it.

You must hold travel insurance covering medical treatment, repatriation and the specific activities you have booked. Diving, paragliding, canyoning, rafting and motorbike hire are commonly excluded from standard policies. On San Andrés, cover for medical evacuation to the mainland is essential. We may ask to see your policy and may decline participation without it.

• Holding a valid passport and any visa your nationality requires.
• Telling us before booking about medical conditions, mobility limits, pregnancy, allergies and medications that could affect your participation or our planning.
• Arriving on time. Late arrival may forfeit the booking without refund.
• Following your guide’s safety instructions.
• Not participating while under the influence of alcohol or drugs. We will refuse participation, without refund, where we judge it unsafe.

Travellers under 18 must be accompanied by a parent or legal guardian. Colombia applies strict exit requirements for minors, including notarised parental authorisation in some circumstances. Tell us in advance and confirm the current rules with Migración Colombia.

Some elements — dive centres, hotels, airlines, hospitals and clinics — are provided by independent third parties who are responsible for their own services, staff, equipment and clinical decisions. We select suppliers carefully and will tell you honestly who is providing what, but we do not accept liability for their acts or omissions.

Tips are entirely voluntary and are never added by default. Tips received are passed on in full to partner organisations, with 20% of the pool allocated to children’s programmes, and are reported quarterly. A tip is not a charitable donation by you, is not tax-deductible in any jurisdiction, and does not create any legal relationship between you and a partner organisation. See the donation programme.

We are a travel and logistics company. We do not practise medicine, do not give medical advice, and do not guarantee any clinical outcome. See the medical disclaimer, which forms part of these terms for any medical-travel booking.

Tell your guide or our office immediately — most problems can be fixed the same day. If that fails, write to hola@corazoncolombia.co within 30 days of your trip and we will respond within 14 days.

These terms are governed by the laws of the Republic of Colombia, and the courts of Colombia have jurisdiction. Nothing here limits rights you have under mandatory consumer protection law in your country of residence.