Terms & Conditions of Service

Version 1.0 · Effective October 23, 2026

The essentials

These are the rules most travelers need. The sections below give the detail.

Before you travel

• Who you buy from: The company that charges your payment. Section 1 names it for each way of paying.
• Free cancellation and changes: Until 24 hours before a transfer, a driver service, or a day tour. Until 15 days before a multi-day trip.
• After that: A transfer, driver service, or day tour is not refunded. For a multi-day trip, we keep 50% of the price from 14 to 8 days before, and all of it inside 7 days.
• Made a mistake: A wrong detail is free to fix. A wrong date or time is free to fix within 1 hour of paying.
• Changed your mind: If your service starts more than 5 days after you paid, you can cancel within 5 business days of paying for a full refund.

On the day

• Flight delayed: Your pickup follows your flight, arriving or departing, at no charge.
• Waiting: Your driver waits at no charge for 60 minutes after a domestic flight lands, 120 minutes after an international flight lands, and 30 minutes at any other pickup.
• Running late: Tell us on WhatsApp or by phone. As long as you stay in contact, you will have a ride.
• Not there, and no message from you: The booking is a no-show and is charged in full.
• Language: Drivers speak Spanish. Our team supports you in English and Spanish 24/7. A bilingual driver is an extra.

If something goes wrong

• Your driver is late: Message us. If your driver is not with you in 15 minutes, take other transport. We refund you in full and pay the difference if that ride cost more.
• We can’t deliver: We send a replacement. If we can’t, the same refund applies.
• Emergencies: With proof, you get a full refund or a new date.
• Refunds: Sent within 5 business days, in full, to the payment method you used.
• Reaching us: To cancel or change, write to us on WhatsApp, email, our website chat, or SMS. The time you send it is the time that counts, in Colombia time.

1. Who you are buying from

Your seller is the company that charges your payment. It is always one of the companies in Schedule B, and in these terms “we” and “us” mean that company.

1. The usual cases are these:
   • Payments through Mercado Pago, or by bank transfer in Colombia, for any service: Cielo Travel S.A.S.
   • Any other card payment on safetransferscolombia.com, or from a Safe Transfers quote: Safe Transfers Bogota LLC. Your receipt says “Safe Transfers Colombia.”
   • Any other card payment on cielo.travel, or for a Cielo Travel tour or trip: Cielo Travel LLC. Your receipt says “Cielo.Travel.”
2. In any other case, your quote, booking page, or payment message names your seller before you pay.
3. Our companies work together. Your seller answers to you for your booking, and the others may help deliver it.
4. Licensed transport companies, guides, and tour operators deliver the services. Cielo Travel S.A.S. is registered in Colombia’s National Tourism Registry (RNT 265629).
5. If we add a company, a brand, or a way to pay, we update Schedule B.

2. What these terms cover, and how you accept them

These terms apply to every service we sell or arrange for a traveler: transfers, hourly and full-day drivers, tours and activities, multi-day trips and packages, flights and hotel stays we book for you, security services, events, trip planning, and any service we add later.

1. One set of rules. Schedule A gives the cancellation and waiting rules for each kind of service. Its deadline for free cancellation and changes is called the cutoff in these terms. A service with no row of its own follows the last row, “Any other service.”
2. What wins if two things differ. A signed agreement with us comes first. Then the conditions shown on your quote or booking. Then Schedule A. Then the rest of these terms.
3. Who accepts. The person who books must be 18 or older. They accept these terms for every traveler in the booking and pass them on.

How you accept these terms

1. On our websites, you tick the box before you pay.
2. Where there is no box, you accept them when you pay, after we sent you the link to these terms.
3. You can also accept by telling us in writing, or by signing a quote or agreement that includes them.
4. In any other case, you accept them when you use the service.

3. Booking and confirmation

You have a booking when your payment goes through. We send your confirmation right away.

1. If you don’t see your confirmation within a few minutes, check your spam folder, then message us.
2. Your confirmation names your seller, your meeting point, and the version of these terms.
3. The booking page offers only the pickups we can deliver for your route. Need it sooner? Message us, and we tell you in writing if we can do it.
4. Give us correct details: names, flight number, pickup and drop-off points, the number of travelers and bags, and a phone number that works on WhatsApp. We plan your service from them.
5. Some services need each traveler’s full name and ID or passport number in advance. We tell you when.
6. If we later find we can’t deliver a confirmed booking, section 16 applies.

4. Prices and payment

The price you see when you pay is the price of what you booked, taxes included. You pay more only if you add something or use more than you booked.

1. A transfer or driver service includes the vehicle, a vetted driver, fuel, tolls, and parking. Airport pickups include a meet and greet at the arrivals exit named in your confirmation. Your quote or booking lists what each tour or package includes.
2. The amount can differ by payment method or currency. You see it before you pay. Refunds go back in the currency you paid.
3. Transfers, driver services, and day tours are paid in full when you book.
4. To confirm a package or custom trip, you pay the deposit shown on your quote. The balance is due on the date shown on your quote. If you book after that date has passed, you pay in full.
5. If the balance isn’t paid by its due date, we may cancel the booking, and the cancellation rules in Schedule A apply.
6. A quote is valid until the date it shows. After that, the price may change.
7. Later charges are only for things you add or use: an extra, a change after the cutoff, extra hours, paid waiting, or damage. We send a payment link, and it is due within 24 hours. We may decline new bookings while a charge is unpaid.
8. Tips are optional and never expected.

5. Extras

Extras cost the price shown when you add them.

1. Extras include child seats, pets, a bilingual driver, extra stops, extra hours, and security escorts.
2. Child seats are charged per seat, per trip. A round trip is two trips. Tell us the child’s age and weight. If you bring your own seat, we help you install it at no charge.
3. Drivers speak Spanish. Our support team speaks English and Spanish, 24/7 on WhatsApp. If you want an English-speaking driver, add one when you book.
4. Pets travel as an extra. Tell us at least 24 hours before pickup, and bring your pet’s vaccination record. Certified service and emotional-support animals travel free.
5. Add extras at least 24 hours before pickup, or 72 hours for a security escort. After that, they depend on availability.
6. If we don’t deliver an extra you paid for, we refund it. If it is a child seat and you can’t travel safely without it, we refund the whole service.

6. If your plans change

You can change a booking at no charge until its cutoff. For most services, the cutoff is 24 hours before pickup.

1. Until the cutoff, you can change the date, time, pickup point, or drop-off point at no charge. Use the link in your confirmation or message us. You can change a booking yourself twice. After that, message us. Schedule A gives the cutoff for each service.
2. Before the cutoff, if the new service costs more, you pay the difference. If it costs less, we refund it.
3. After the cutoff, a change to a transfer or driver service is not guaranteed. If we can make it, it costs 15% of the fare plus any increase in price. A cheaper change is not refunded. If we can’t make it, your booking stays as it is.
4. A day tour can’t be changed after its cutoff. A change to a package or an event after its cutoff depends on the hotels and operators involved, and we tell you the cost before you decide.
5. Flying in or out? If you gave us your flight number, your pickup follows your flight. A delay never costs you anything, even if your flight lands after midnight, and we message you the new pickup time. When a flight is delayed, we may assign another driver or vehicle of the same category.
6. During the service, extra stops or a new route need our approval first. They are charged at the rate shown on your quote or confirmation.

7. If you made a mistake

A wrong detail is free to fix. A wrong date or time is free to fix if you tell us right away.

1. A detail. You can correct a name, phone number, flight number, bag count, or an address that doesn’t change the price, at no charge, until 2 hours before pickup.
2. The date, the time, or a duplicate booking. Tell us within 1 hour of paying, and at least 2 hours before pickup. We fix it at no charge. A duplicate is cancelled and refunded.
3. Anything else follows section 6.

8. Cancellations

Schedule A gives the cancellation rule and the deadline for each service.

1. If you cancel before the cutoff, you get a full refund.
2. Every payment you make before your service is an advance payment for it. If you cancel after the cutoff, we keep the part of what you have paid that Schedule A sets for your service.
3. A booking made after its cutoff has already passed is final. It can’t be cancelled for a refund.
4. Three sections can give you more than Schedule A: section 7 for mistakes, section 10 for your right to change your mind, and section 15 for emergencies.

9. How to cancel or change, and when it counts

A written message to us counts, at the time you send it.

1. To cancel or change, use the link in your confirmation, or write to us on WhatsApp, by email, on the chat on our website, or by SMS. Use the contact details in your confirmation.
2. Write from the phone number or email on your booking, or include your booking reference, so we can find it.
3. The time you send your request is the time that counts, in Colombia time (UTC-5). In these terms, days are calendar days unless we say business days. Business days are Monday to Friday, except public holidays in Colombia.
4. We confirm every cancellation and change in writing. If you call us, we make the change or the cancellation and send the written confirmation while you are on the line. The time of your call is the time that counts.
5. On the day of your service, use WhatsApp or call the number in your confirmation. Those are the channels our on-duty team watches minute by minute.
6. A message to your driver, your guide, or your hotel is not a cancellation.
7. Booked through Viator, GetYourGuide, or another marketplace? Cancel there. That platform’s rules apply.

10. Your right to change your mind

If your service starts more than 5 days after you paid, you can cancel within 5 business days of paying for a full refund.

1. This applies to bookings made online, by phone, or by message. You don’t need a reason.
2. This right is in addition to the cancellation rules, and it wins when it gives you more.
3. It does not cover a service that starts within 5 days of payment, or one that has already started. Airline tickets follow the airline’s fare conditions.
4. To hold a package, we pay hotels, tickets, and operators right away. Your package quote lets you ask us to book now. If you do, and you cancel in the first 5 business days, you get back everything except what those suppliers keep, which your quote shows. If you don’t, we book after 5 business days, and prices and availability can change in the meantime.
5. Your right to dispute a card charge with your bank is not affected by these terms.

11. Waiting time

Your driver waits at no charge for a set time. After that, waiting is charged, and as long as you stay in contact you will have a ride.

Free waiting

1. Airport pickup, domestic flight: 60 minutes after your flight lands.
2. Airport pickup, international flight: 120 minutes after your flight lands.
3. Any other pickup, including the start of an hourly or full-day service and a private tour: 30 minutes after the scheduled time.
4. Shared tours leave at the scheduled time.
5. The airport clock starts at actual landing when we have your flight number, and at the scheduled arrival when we don’t. A delayed flight uses none of your free wait.

If you’re held up

1. Tell us what is holding you up, such as immigration or lost luggage. Use WhatsApp or call the number in your confirmation. As long as you stay in contact, you will have a ride.
2. Your driver waits. If your driver has to leave for another booking, we send the next available vehicle at no extra charge, and we tell you when it will arrive.
3. If we can’t provide a vehicle, that is a failure on our side, and section 16 applies.
4. Waiting after the free time is charged in 30-minute blocks. Each block costs half the extra-hour rate for your vehicle, shown in your confirmation. Every started block counts.
5. We message you when paid waiting starts, and we send you a payment link for it the same day.
6. If we call or message you and 30 minutes pass with no answer, the no-show rule in section 12 applies once the free wait has ended.
7. On an hourly or full-day service, the free wait runs from the scheduled start. After that, waiting uses your booked hours, and extra time is charged at the extra-hour rate.

12. No-shows

If the free wait ends, you are not at the meeting point, and you have not contacted us, your booking is a no-show.

1. Your confirmation names the meeting point.
2. We call you and message you on WhatsApp before the driver or guide leaves.
3. A no-show is charged in full. It can’t be refunded or moved to another date.

13. If your driver or guide is late

Your driver or guide is at the meeting point at the scheduled time. For an airport arrival, that is when your flight lands.

1. If we know they will be late, we tell you before the scheduled time.
2. If the scheduled time has passed, you are at the meeting point, and your driver or guide is not, message us. If they are not with you within 15 minutes of your message, you can take other transport.
3. We refund your booking in full. For a transfer or driver service, we also pay the difference if your replacement ride cost more. Section 16 says what we pay.
4. We check the times in our records first, and we give you our answer within 5 business days.

14. On the day

These rules keep every service safe and on time.

1. Wear your seat belt. A vehicle carries no more people than it has seats, and a child seat takes one seat.
2. Tell us how many bags you have. If they don’t fit the vehicle you booked, we offer a larger one at the price difference, if one is available.
3. No smoking or vaping in the vehicle, and nothing illegal on board.
4. Travelers under 18 travel with an adult who is responsible for them.
5. Your driver or guide can refuse or end a service if a traveler is abusive, unsafe, or breaking the law. That service is not refunded.
6. If a traveler damages the vehicle, or it needs special cleaning, we charge the actual cost by payment link and send you the evidence.
7. Look after your belongings. If you leave something behind, tell us and we help you get it back. Shipping is at your cost.

15. If an emergency stops you from traveling

With proof of an emergency, you get a full refund or a new date at no charge, even after the cutoff.

1. These count as emergencies:
   • A traveler on the booking, or their spouse, partner, parent, or child, is seriously ill, hospitalized, or has died.
   • The airline cancels your flight, or rebooks you to arrive on a different day.
   • The road or area is closed or blocked, or a natural disaster makes the service impossible.
   • You are denied entry to Colombia.
2. Tell us as soon as you know, and send a document that proves it within 10 days of telling us. We need proof that it happened, not your medical details. We check road closures and natural disasters ourselves.
3. A new date can be any date in the next 12 months, at the price you paid for the same service, subject to availability.
4. If an emergency interrupts a trip that has already started, the same rule applies to the part you haven’t used.
5. Flights and hotel nights we book for you follow the airline’s or hotel’s refund rules, shown on your quote.
6. A change of plans, a missed flight, or weather that does not stop the service is not an emergency. The normal rules apply.

16. If we change or cancel

We cancel only when we must. When we do, you choose a new date at no charge or a full refund.

Outside anyone’s control

1. We may cancel for safety, weather, protests or blockades, or an order from the authorities. You choose a new date at no charge or a full refund.
2. Tours run in the rain. Your guide cancels only when conditions are unsafe.
3. If a tour has to stop after it starts, we refund the part you didn’t receive.
4. Your guide may change the order of the day or the route, or replace a stop with one of equal value, when weather, closures, or safety require it. A change of equal value is not refunded.
5. If a paid entrance in your tour is closed and can’t be replaced, we refund that entrance.
6. Some activities that depend on the weather, such as paragliding, show their own weather rule on their page or quote. When they do, that rule applies.

A failure on our side

1. If your vehicle, driver, or guide fails, we send a replacement of the same category or better at no extra cost.
2. If we can’t, you get a full refund. For a transfer or driver service, we also pay the difference if your replacement ride cost more.
3. If we must move your time or date and it doesn’t work for you, you get a full refund.
4. In a package, a hotel or vehicle can be replaced only by one of the same category or higher.

What we pay for a replacement ride

1. What counts: A taxi, a ride-hailing app, or a private transfer of the same category as your booking, for the same route and the same travelers.
2. What doesn’t: A higher category of vehicle, tips, stops or destinations that weren’t in your booking, and any cost other than the ride.
3. How much: The difference between what that ride cost and what you paid us, up to the price of your booking. We pay what that kind of ride normally costs on that route, not surcharges for a luxury vehicle or extras.
4. What we need: A receipt that shows the date, time, route, and amount, within 10 days of that ride.
5. How we pay: The refund of your booking goes to the payment method you used. The difference goes by bank transfer to the account you give us, or as a credit on your next booking if you prefer.
6. When: We check our records and give you our answer within 5 business days.

17. Refunds

We send every refund within 5 business days.

1. The 5 business days start on the day you cancel under these terms. For an emergency, they start when we receive your proof. For a complaint or a claim, they start with our written answer.
2. A refund goes to the payment method you used, in the currency you paid, for the full amount due. We don’t deduct fees.
3. A card refund then takes 5 to 10 business days to appear on your statement. That part depends on your bank.
4. If your bank converts currencies, the amount you see can differ slightly from what you paid. We refund exactly what we charged.
5. Paid by bank transfer? We refund to the account you name, in the same currency.
6. If nothing appears 10 business days after we send it, tell us. We give you the bank reference to trace it.

18. Who is responsible for what

Your contract is with us, and we answer to you for delivering what you booked.

What we do

1. We plan your service, and we choose and vet the licensed companies that deliver it.
2. If the service isn’t delivered as booked, we fix it or refund you. Section 16 says how.
3. The company that operates your vehicle, tour, or activity holds the license and the insurance Colombian law requires for it. We don’t own the vehicles or employ the drivers or guides.
4. If there is an accident, an injury, or lost property during a ride, tour, or activity, that company and its insurance respond. Contact us first, and we help you make the claim.
5. We tell you which travel documents your trip needs, such as a passport, visa, or vaccination record. Having them is your responsibility.

What we don’t cover

1. Flights and hotel stays we book for you. The airline or hotel provides them under its own conditions, shown on your quote.
2. Losses caused by events outside anyone’s control, such as natural disasters, strikes, protests, or road closures. Sections 15 and 16 give your options for those.
3. Losses caused by wrong or late information from you, or by travel documents you needed and didn’t have.
4. A flight missed because the pickup time you chose was too late. Ask us if you’re unsure how early to leave.

Limits

1. For business customers, and wherever the law allows, our total responsibility for a booking is limited to the amount paid for it.
2. Nothing in these terms limits the rights the law gives you as a consumer.

19. If something wasn’t right

We investigate every complaint and answer in writing within 15 business days. A claim about a late driver, or a service we failed to deliver, is answered within 5 business days.

1. Tell us while it is happening if you can. We can usually fix it on the spot.
2. You can write to us up to 12 months after your service.
3. We confirm within 24 hours that we received your complaint, who is handling it, and what we need from you.
4. We check our records and speak with the driver, guide, or operator.
5. If our answer includes a refund, we send it within 5 business days of that answer.
6. If our answer doesn’t solve it, you can go to the consumer protection authority. In Colombia that is the Superintendencia de Industria y Comercio, at www.sic.gov.co.

20. Tours: health, safety, and photos

Your tour page or quote shows the tour’s physical level, altitude, guide’s language, and any age, weight, or health limits. Read them before you book.

1. Tell us before you book about any condition that could affect you: heart, breathing, or joint problems, pregnancy, serious allergies, or reduced mobility. We tell you honestly whether the tour suits you.
2. Follow your guide’s safety instructions. Your guide can stop the activity or exclude anyone whose safety, or the group’s, is at risk.
3. If you can’t take part because of a limit shown on your tour page or quote, or a condition you didn’t tell us about, the normal cancellation rules apply.
4. Some activities, such as paragliding, ask you to sign the operator’s acknowledgement of risk. It confirms you were told the risks. It does not take away your legal rights.
5. Travelers under 18 take part with a parent or legal guardian, or with an adult the parent or guardian has authorized. The adult who comes with them is responsible for them.
6. We recommend travel insurance that covers medical care and the activities you booked.
7. Guides may take photos during your tour and share them with you. We use a photo or video in which you can be recognized in our marketing only if you said yes. You can change your mind at any time. For anyone under 18, a parent or legal guardian must say yes.

21. Business customers and marketplace bookings

Hotels, agencies, and companies book under these terms, and a signed agreement with us wins wherever it differs.

1. A business that books for its guests, clients, or staff accepts these terms for every traveler and passes them on.
2. Charges under these terms, such as paid waiting or a no-show, go to whoever paid for the booking.
3. Rights that the law gives only to consumers do not extend to business customers.
4. A booking made through Viator, GetYourGuide, or another marketplace follows that platform’s cancellation and refund rules. These terms cover everything else, such as waiting time, safety, and conduct.

22. Your data

The company you buy from is responsible for your personal data and uses it to deliver your booking.

1. Our Privacy Policy explains what we collect, why, who receives it, and your rights.
2. We share only what each driver, guide, hotel, or operator needs to deliver your service.
3. Where the law requires your consent, we ask for it separately from these terms. Accepting these terms is not consent to marketing.

23. Law, courts, and language

The law shown in Schedule B for your seller applies.

1. Wherever you live, you keep the consumer rights that your own law does not let anyone waive.
2. Your services take place in Colombia. Colombian consumer rules that can’t be waived apply to them.
3. Disputes go to the courts shown in Schedule B, unless consumer law gives you the right to go elsewhere.
4. We publish these terms in Spanish and English. If the two differ, Spanish applies to sales by Cielo Travel S.A.S. and to consumers who live in Colombia. English applies to all other sales.

24. Protecting children

We reject the sexual exploitation of children and adolescents, and we report it to the authorities. We follow the code of conduct that Colombian law requires of tourism providers, under Ley 679 de 2001 and Ley 1336 de 2009.

25. Versions and contact

The version of these terms that you accepted applies to your booking.

1. Each version has a number and a date. Your confirmation shows the version in force when you booked.
2. A new version applies only to bookings made after it is published.
3. To reach us, use the contact details in your confirmation or on our websites.

Schedule A: Rules by service

All deadlines are in Colombia time.

1. The events and weddings row applies when we quote the transport or other services for your event as one booking. A transfer or driver service you book on its own follows its own row.
2. A tour page or your quote can show a different cutoff. When it does, that cutoff applies.
3. After the cutoff, a change to a transfer or driver service costs 15% of the fare if we can make it. See section 6.
4. Paid waiting costs half the extra-hour rate for each 30-minute block. See section 11.
5. Three sections apply to every row: section 7 for mistakes, section 10 for your right to change your mind, and section 15 for emergencies.

Schedule B: The companies you may buy from

Section 1 tells you which of these companies is your seller.

Email for legal notices to any of the three companies: hola@cielo.travel.