LIABILITY CLAUSES

Concordance:

By requesting the registration in any of the services of WIWA TOURS COLOMBIA S.A.S., the client declares that he/she knows and approves all these “General Terms and Conditions” which will be law between the parties, and are available to be printed in our web page, or in the specific travel project.

Documentation:

All Clients must carry the necessary personal documentation.

WIWA TOURS COLOMBIA S.A.S. is not responsible for the information, withdrawal and refusal of visas or passports.

Registration:

The simple fact of registering to participate in any WIWA TOURS COLOMBIA S.A.S. service implies that nothing shall be understood or imagined as included if it is not described in the advertising brochures and/or general terms and conditions.

Booking conditions:

Reservations will be confirmed with a minimum payment of 10% of the total value of the service. The remaining amount must be paid at least one day before the service is rendered, otherwise the client will not be entitled to the service.

Confirmation:

The confirmation of a reservation, which gathers the fundamental elements, such as the description of the reserved services and the price, will be delivered to the customer by means of the confirmation of services, which will be sent to the customer by e-mail. If the customer does not receive a confirmation e-mail within 24 hours of making the reservation, he/she should contact the customer service department at the following e-mail address: info@wiwatour.com

It is expressly agreed that the data stored in the computer systems of WIWA TOURS COLOMBIA S.A.S. and its allies shall constitute sufficient proof of the reservations made by the Client. Data stored on computers or electronic media are sufficient proof and shall therefore be acceptable under the same conditions and with the same probative value as a physical document.

Liability and Quota Verification Policy – Wiwa Tour

At Wiwa Tour, we are committed to offer a safe and organized experience for all our travelers. Therefore, it is important to take into account the following policy:

  • Responsibility for unverified third parties: Wiwa Tour is not responsible for the participation of third parties that have not been previously verified with our company. All participants in the tour to the Lost City must be confirmed and registered through Wiwa Tour.
  • Verification of quotas: In order to guarantee the correct allocation of the available quotas, it is necessary that each person that is part of the group is verified in advance. This ensures that the permits for the Lost City Trail are correctly managed and that there are no inconveniences with the reservations.

We invite you to contact us for any questions or to make the necessary verifications in advance, so that we can offer you a safe and smooth experience.

Terms of payment:

Tours must be paid for:

  1. In person, only and exclusively at the offices provided by the company and by the employees duly designated for this purpose, receiving as a guarantee of the tour the respective confirmation of services, via e-mail, and may be paid in cash or by credit or debit card.
  2. Virtually, through the company’s website www.wiwatour.com you can pay for services through the ePayco platform with credit or debit card and/or PayPal. Virtually, using the payment link obtained by email, social networks of the company or WhatsApp from corporate cell phones.consignment to corporate bank accounts WIWATOURS COLOMBIA S.A.S., only and exclusively can be processed through corporate emails and / or corporate cell phones by workers duly designated for this.
  3. Installment plan; it is a vacation investment plan with a fixed monthly payment for the duration selected by the client within the different options available. The plan is conceived in different installments to give the opportunity to decide and schedule according to their expectations. The contributions can be made in person, at the company’s offices and to the employees that the company has available for this purpose and may be in cash or credit or debit card, requiring as a guarantee the respective payment support; virtually, using payment link obtained by email, social networks of the company or WhatsApp of corporate cell phones or through electronic transfers and / or consignments. In this type of payment schedule there is no room for charging any interest.

Cancellation and/or Modification Without Justification by the client:

    1. Confirmed reservations must be cancelled or modified at least two days in advance, during Colombian business hours (7:00 am – 12:00 noon / 2:00 pm – 5:00 pm) local Colombian time.
    2. Reservations cancelled and/or modified one day before will have a penalty of up to 20% of the total price of the penalty of up to 20% of the total price of the tour or tourist package contracted for administrative and financial for administrative and financial expenses, in addition to the expenses already incurred (entrance fees, transportation, food, lodging, among others).
    3. The client will not be entitled to a refund of the reservation, except that this advance payment may not exceed 20% of the total price of the tour or package tour. or tourist package contractedThe above condition is excepted when the right of withdrawal operates according to the provisions of Article 47 of Law 1480 of 2011.
    4. Failure to present passengers (NO SHOW) at the beginning of the tourist service will result in a penalty of up to 20% of the total price of the tour or tourist package contracted. penalty of up to 20% of the total price of the tour or tourist package contracted..

Cancellation and/or Justified Modification by the client:

A trip cancellation is considered justified when it is accompanied by the supporting documents that justify the request. Once the supports are received, the cancellation will be processed with the service providers (hotels, operators, transportation, etc.). The penalty or differences caused by date changes will be charged to the client.

The difference deposited in our offices will be returned within thirty (30) calendar days following the date on which the request was filed with the suppliers. The valid supports are the following:

1. In case of illness:

  1. Medical incapacity issued by an authorized medical center.
  2. Copy of identity documents of persons not traveling.
  3. Letter from passengers informing the reason for not traveling.
  4. Proof of payment of reservation or full tour price.

2. Those described herein as grounds for exoneration of liability of WIWA TOURS COLOMBIA S.A.S. are not understood to be justified.

Cancelled reservations will have a penalty of up to 20% of the penalty of up to 20% of the total price of the tour or tour package contracted. for administrative and financial expenses, in addition to the expenses already generated (entrance fees, food, transportation, lodging, among others). The difference deposited in our offices will be returned within thirty (30) calendar days following the date on which the request was filed with the suppliers.

Cancellation and/or justified modification by WIWA TOURS COLOMBIA S.A.S.:

The departure and return schedules of the different services offered by the company are subject to change, depending on the season in which the service is provided, weather conditions, natural phenomena, governmental permits, among other situations beyond the company’s control.

In case of a situation that prevents the provision of the contracted service, the company may offer the buyer the change of destination, having the possibility of accepting or rejecting the offer; In the case of being accepted there will be no place for any refund or default by WIWA TOURS COLOMBIA S.A.S.

Exoneration of responsibilities:

  1. WIWA TOURS COLOMBIA S.A.S. will be exempted from the contracted obligations in cases of force majeure or fortuitous events such as accidents, strikes, riots, earthquakes, climatic or natural phenomena, security conditions, political factors, denial of entry permits, health issues and/or any other circumstance beyond the control of the company such as accidents, road difficulties or adverse weather conditions.
  2. WIWA TOURS COLOMBIA S.A.S. shall not be liable for any legal matters or other inconveniences in which the user may be involved, including immigration matters, investigations or requests from authorities. In the event that the user is forced to withdraw from the excursion for such reasons, WIWA TOURS COLOMBIA S.A.S. will not assume responsibility for any personal expenses incurred by the passenger.
  3. WIWA TOURS COLOMBIA S.A.S. reserves the right to withdraw from the tour to those who incur in behaviors that attempt against the realization of the trip, legal problems and other causes not attributable to WIWA TOURS COLOMBIA S.A.S. being exempted from the personal expenses incurred by the client.
  4. WIWA TOURS COLOMBIA S.A.S. reserves the right to make changes to the plan or tourist service contracted in events of force majeure or fortuitous event, without requiring the user’s acceptance.

Refunds:

Once the contracted service has begun, a percentage reimbursement will be made if, due to unforeseen circumstances or force majeure, the service cannot be continued.

Luggage:

We do not assume responsibility for loss or damage of luggage suffered by customers as a result of imprudence, carelessness, fortuitous event, force majeure or non-observance of instructions and/or regulations that, for the enjoyment of their stay, are made by providers of tourist services; or failure to deliver in custody of jewelry, money and/or property owned by customers. Users are advised to be present during the loading and unloading of luggage.

Service initiation:

Customers must be ready and equipped at the agreed time, at the agreed place to be picked up by the transportation at the beginning of the service, and if after 15 minutes they are not ready, they must go to the place of the tour by their own means and assuming the costs. Exclusively in the case of the tour to Ciudad Perdida, they must arrive at our main office in Santa Marta within the following 20 minutes, if after this time the client has not arrived, the tour could be lost.

Environmental, cultural and legal commitment:

At WIWA TOURS COLOMBIA S.A.S. we believe that economic growth and the well-being of society are intimately linked to health and the environment. Accordingly, we accept our responsibility for environmental stewardship and are committed to integrating leading green practices and sustainability principles into our core business strategy.

  1. We inform that we do not support the illegal trade of flora and fauna species, we respect and promote the conservation of our biodiversity, according to Law 17 of 1981 to prevent, punish and reject any act that mistreats and threatens the life of animal species in the country and Law 1333 of 2009 to prevent the continuation or realization of actions against the environment.
  2. We do not support the illegal trade of cultural property, we respect and promote the preservation of our culture, in accordance with Law 63 of 1986 for the prevention of illegal trafficking of cultural property in the country and Law 1185 of 2008 that seeks the safeguarding, protection, sustainability, dissemination and encouragement for the cultural heritage of the Nation.
  3. WIWATOURS COLOMBIA S.A.S. rejects discrimination or acts of racism against vulnerable populations. Law 1752 of 2015 and Law 1482 of 2011.
  4. WIWA TOURS COLOMBIA S.A.S. is committed to promote the law 679 approved on August 3, 2001, whose objective is the establishment of norms to prevent and counteract exploitation, pornography and sexual tourism with minors, in development of article 44 of the Political Constitution of Colombia. In this sense, it is our duty to inform all our users and clients of Article 17 of Law 679/2001: Sexual exploitation and abuse of minors are criminally and administratively sanctioned in Colombia. Additionally, we have a code of ethics to prevent sexual and commercial exploitation of children according to Resolution 3840 of December 24, 2009 and according to Article 1 of Law 1336 of July 21, 2009.
  5. In compliance with Law 1581 of 2012 and other regulatory standards for the protection of personal data of minors (children and adolescents) and adults who provide their personal data that are included in our databases, for tourism or other purposes, preserving their protection, conservation and ensuring their responsible and safe use, seeking to protect the right to privacy and protection of their personal information and all that is provided through the registration forms in the agency and also on the website before and after the entry into force of the law.
  6. Taking into account the current impact caused by the COVID-19 pandemic WIWATOURS COLOMBIA S.A.S. is committed to comply with all the requirements of Resolution 692 of 2022 corresponding to biosafety protocols in order to help mitigate and control the impact of this pandemic, ensuring and tranquility in the services offered to its customers.

Requests, complaints, claims, suggestions and compliments:

They can be made through any of the company’s customer service channels; virtual, in person or by telephone. This will be attended in a maximum time of 8 working days.

Internet Security Risks:

  1. It is possible that a user may be tricked by means of e-mails or some DNS server deception, to visit a fake site with the same design, but where the card data is loaded into the fake system, stealing information from the cardholder. Therefore, it is important to generate the culture that users should enter directly through known domains to reduce risks.
  2. It may occur that the computer where the user is The user should be aware that any spyware or malicious software that captures everything typed on the keyboard or captures information from input devices and sends it to a network or host on the Internet, without the user’s prior knowledge, may be installed on the computer performing the transaction. Therefore, it is recommended that the transaction be made on a home or office computer.
  3. The “USER” may be impersonated or the “USER” may refuse to have sent and/or received the transaction and it may be used by a third party.
  4. It is recommended that the computer where electronic transactions are carried out has an updated and active antivirus to mitigate fraud risks.
  5. This site may contain links (links) that communicate with portals operated by third parties independent of the website of the Travel Agency. WIWA TOURS COLOMBIA S.A.S. has no control over them and is not responsible for their contents. The inclusion of these sites on the WIWATOURS COLOMBIA S.A.S. website does not imply any association with such third parties or their operators. This Web Site has links to other websites, please note that when you enter one of these “links”, you are entering a portal outside the website of WIWATOURS COLOMBIA S.A.S. and this, therefore, has no responsibility.

Administrative fee:

An administrative fee of ten percent (10%) of the value of the contracted tour per client is charged and the value varies according to the purchase process used, which is non-refundable.