Cancellation, Changes and Refund Policies

Rates published on our digital platforms are guaranteed only until the full payment for the booking is effectively received. All bookings are subject to availability and are guaranteed only until that payment is effectively received.

The booking is considered final at the moment the user is given a confirmation number and the charge for the full payment of the booking is applied.

When starting the booking, the user AUTHORISES the processing of their personal data and the use of their payment method information in order to charge the booking. On making the payment, the user confirms having received the information on the cancellation and right-of-withdrawal policies and having expressly accepted them.

PLEASE NOTE THAT YOUR BOOKING IS PAID ONLINE FOR ONE HUNDRED PER CENT (100%) OF ITS TOTAL VALUE. THERE IS NO OUTSTANDING BALANCE TO BE PAID AT THE DOCK ON THE DAY OF YOUR VISIT.

Online payment is made by credit or debit card, PSE, Bancolombia or Nequi.

No-show and cancellation

Should the contract or business relationship between the consumer and the provider of tourism services be terminated without just cause attributable to the latter, the following penalties shall apply in the event of a no-show or a cancellation by the contracting parties:

Where the user of the tourism services fails to appear or fails to use the contracted services, for whatever reason, pursuant to article 65 of Law 300 of 1996 in conjunction with article 2.2.4.3.2.6 of decree 1074 of 2015, the provider of tourism services shall require the retention of the full amount paid by the user, as agreed between the parties and as recorded in the user's acceptance of these no-show, cancellation and right-of-withdrawal policies at the time of contracting the tourism services.

The booking is guaranteed until 08:20 a.m. on the date contracted for the day pass.

Given the special circumstances under which these tourism services are provided, owing to the difficulty of geographical access, which means that the logistics of the operation begin well before guests set sail, a cancellation of participation in the day pass communicated within the twenty-four (24) hours beforehand, or once the provision of the services has begun, shall be subject to the penalties established here for no-shows, even where it is due to unforeseeable circumstances or force majeure, illness of the traveller, exclusion for legal reasons, or other causes not attributable to the provider.

A no-show, or a cancellation within the twenty-four (24) hours before sailing, causes loss to the provider of tourism services, consisting of the direct loss arising from the logistics put in place in advance to deliver the contracted service, and the loss of profit arising from the temporary impossibility of selling the cancelled place. The parties agree that this loss shall be compensated by applying the penalties established here for no-shows, which the user of the tourism services accepts on making payment.

Cancellations or changes to the booking date are subject to availability on the newly requested dates. In any event, rescheduling must be requested no later than twenty-four (24) hours before the agreed time to appear at the dock on the day of the day pass, that is 07:20 a.m. The new booking may be made for a date within the six (6) months following the change request. Requests must be sent to cartagenaborabora@gmail.com

Where the right of withdrawal does not apply and the user states their wish to cancel the booking definitively, requesting a refund of the price paid, and communicates this through the channels provided no later than twenty-four (24) hours before the agreed time to appear at the dock on the day of the day pass, that is 07:20 a.m., twenty per cent (20%) of the total value of the rate shall be deducted to cover administrative costs.

Where sailing is cancelled because of sea conditions or by decision of the Port Authority, the user may choose, at no cost, between rescheduling their day pass for a date within the following six (6) months or receiving a full refund of the amount paid. This is the only case in which a one hundred per cent (100%) refund applies.

Withdrawal and refunds: right of withdrawal

Under article 47 of Law 1480 of 2011, users have the right to withdraw within the five (5) days following the purchase. In all contracts for the sale of goods and the provision of services under financing granted by the producer or supplier, the sale of timeshares, or sales using non-traditional or distance methods, which by their nature are not to be consumed or have not begun to be performed before five (5) days, the consumer's right of withdrawal shall be deemed agreed. Where the right of withdrawal is exercised, the contract shall be terminated and any money paid by the consumer shall be refunded.

For the refund of the amount paid to proceed, the user must state their express wish to withdraw within the five (5) days following the purchase, communicating this to cartagenaborabora@gmail.com. The money shall be refunded no later than thirty (30) calendar days after the date on which the claim was made to the provider through the channels provided, or after the date on which any decision of the Ministry of Trade, Industry and Tourism imposing that obligation on the provider becomes final.

The right of withdrawal and the refund of the amounts paid apply provided that the sale was made through non-traditional distance methods and the wish to withdraw was expressly communicated to the provider, and provided that performance of the service does not begin before five (5) days. Where it does, the refund shall be made in the provider's own services, by rescheduling the day pass for a date indicated by the user within the following six (6) months, subject to availability.

In accordance with the aforementioned rule, the following cases are excluded from the right of withdrawal:

1. Contracts for the provision of services whose performance has begun with the consumer's agreement.

Accordingly, and for the purposes of performing this contract, given the special circumstances under which these tourism services are provided owing to the difficulty of geographical access, which means that the logistics of the operation begin well before guests set sail, the contracting party acknowledges and accepts that performance of the contracted service begins twenty-four (24) hours before the date agreed for the day pass, a circumstance that must be taken into account when calculating the period granted to exercise the right of withdrawal.

Payment reversal

Where products are purchased through electronic commerce mechanisms such as the internet, PSE, a call centre or any other telesales mechanism or online shop, and payment has been made using a credit or debit card or any other electronic payment instrument, the parties involved in the payment process must reverse the payments requested by the consumer in any of the following cases:

1. Where the consumer is the victim of fraud.
2. Where the transaction was not requested.
3. Where the product purchased is not received.
4. Where the product delivered does not correspond to what was requested, or does not meet its inherent characteristics or those attributed to it by the information supplied about it.
5. Where the product delivered is defective.

Pursuant to article 2.2.2.51.13 of decree 587 of 2016, on bad faith of the consumer, should proceedings arising from disputes over the request for and processing of a payment reversal under article 51 of Law 1480 of 2011 and this chapter:

ESTABLISH BAD FAITH ON THE PART OF THE CONSUMER, THE SUPERINTENDENCE OF INDUSTRY AND COMMERCE MAY IMPOSE FINES OF UP TO FIFTY (50) CURRENT MONTHLY MINIMUM LEGAL WAGES (SMMLV).