TERMS AND CONDITIONS

AVIAJAR COLOMBIA S.A.S. is a travel agency and tour operator that acts as an intermediary between users and direct providers of tourism services such as airlines, ground transportation companies, hotels, among others, being solely responsible for the structuring and organization of the tour packages contracted by clients. By acquiring our products, clients accept and assume the clauses and conditions described herein.

aviajarcolombia.com/aviajarusa is a website owned by AVIAJAR COLOMBIA S.A.S. dedicated to the promotion and marketing of tourism products.

LIABILITY CLAUSE

• AVIAJAR COLOMBIA S.A.S. is legally registered as a legal entity with the Chamber of Commerce under the name AVIAJAR COLOMBIA S.A.S, with main address in Medellín, owner of the AViajar brand, and assumes responsibility for the products offered in accordance with Law 300 of 1996 and Decree 1075 of 1997. The company is exempt from obligations in cases of force majeure or unforeseen events, or causes not directly attributable to AVIAJAR COLOMBIA S.A.S.
• In compliance with Law 679 of 2001, AVIAJAR COLOMBIA S.A.S. rejects and condemns the commercial sexual exploitation of minors.
• AVIAJAR COLOMBIA S.A.S. is not responsible for unforeseen changes made by tourism service providers as stipulated in Article 63 of Law 300 of 1996.
• Voluntary changes by the passenger in the itinerary may involve additional charges according to provider policies.
• AVIAJAR COLOMBIA S.A.S. is not liable for delays, cancellations, losses, accidents, or damages caused by third parties or the client’s recklessness. The basic hotel insurance included in the plans is the responsibility of the hotel. It is recommended to voluntarily acquire the medical assistance card offered by AVIAJAR COLOMBIA S.A.S., with its contracting being the exclusive responsibility of the client.
• Tourism services are subject to changes due to force majeure, unforeseen circumstances, or operational modifications, in which case AVIAJAR COLOMBIA S.A.S. will offer alternatives such as date changes, name changes, or equivalent compensations. When changes are directly attributable to AVIAJAR COLOMBIA S.A.S., alternatives or refunds will be offered if applicable.
• Rates may change without prior notice and are subject to availability at the time of booking.
• Tour packages and tickets are subject to restrictions, penalties, and are non-refundable and non-transferable, except in legal exceptions.
• It is the passenger’s responsibility to have the required documentation for their trip. AVIAJAR COLOMBIA S.A.S. will not issue refunds if the client fails to meet immigration requirements.
• AVIAJAR COLOMBIA S.A.S. may modify itineraries and hotels for others of equal or higher category, notifying the client with reasonable anticipation, offering alternatives or refunds if applicable under the law.

SUPPLIER QUALITY

• Selected providers will comply with the agreed terms and will address client doubts or issues during the provision of services.

PAYMENT CONDITIONS AND RIGHT OF WITHDRAWAL

• To reserve, a minimum deposit of 10% of the total amount will be required. Full payment must be made at least 20 business days before the trip.
• In compliance with Article 47 of Law 1480 of 2011 (Consumer Protection Statute), the client has the right of withdrawal, only applicable for purchases made through non-face-to-face means, such as digital or telephone platforms. This right must be exercised within five (5) business days following the purchase or contract agreement, provided the tourism service has not started. To exercise the right of withdrawal, the client must submit the request through the PQRS link provided by AVIAJAR COLOMBIA S.A.S: https://aviajarcolombia.com/aviajarusa/mi-cuenta/.

PAYMENT REVERSALS

• In compliance with Article 51 of Law 1480 of 2011 and Decree 587 of 2016, the client may request the reversal of electronic payments when they are subject to fraud, unauthorized operation, or product not received or defective, and must submit the request within five (5) business days following knowledge of the event.

PENALTIES

• Cancellations made by the client on national or international plans imply date or name changes, generating additional costs according to providers. Deposits will not be refunded except for duly proven force majeure cases.
• No penalties apply for death, accident, or certified medical disability of the holder or a first-degree relative, applying the providers’ specific policies.

REFUND POLICIES

• The client must submit refund requests through PQRS at the link: https://aviajarcolombia.com/aviajarusa/mi-cuenta/. The refund will depend on the approval and policies of the operators. The deadline for post-trip claims is three (3) business days, after which the service is deemed satisfactory by the client.

PQRS

• Requests, complaints, claims, and suggestions are received through the link: https://aviajarcolombia.com/aviajarusa/mi-cuenta/ and will be handled following due process under current regulations. Requests will be answered within a maximum of 15 business days.

PERSONAL DATA PROTECTION

• In compliance with Law 1581 of 2012, clients have the right to consult, update, rectify, and delete their personal data. To exercise these rights, they must do so through PQRS at the link provided: https://aviajarcolombia.com/aviajarusa/politicas-de-privacidad/.

USER RIGHTS AND DUTIES

• Clients have the right to receive clear, complete, and truthful information, as well as quality in the services acquired. They must also provide truthful information, meet the stipulated payment deadlines, and present the requested documents in a timely manner.

PROPER USE OF THE WEBSITE AND APP

• The client agrees to properly use the AVIAJAR COLOMBIA S.A.S. website and app, committing not to carry out fraudulent, malicious, or improper actions that may affect the platform or other users. For more information on proper use, consult the specific terms at: https://aviajarcolombia.com/aviajarusa/terminos-de-uso-sitio-web-y-app/.

DISPUTE RESOLUTION

• In case of disputes, the competent courts will be those of Medellín. AVIAJAR COLOMBIA S.A.S. promotes conciliation as an alternative conflict resolution mechanism before the Superintendence of Industry and Commerce.

PROMOTIONS AND OFFERS

• Promotions will be subject to special conditions such as validity, availability, and restrictions clearly informed to the client.

UPDATED TOURISM REGULATIONS

• The company operates under the provisions of Law 2068 of 2020, which promotes the reactivation and sustainability of the tourism sector.

DECREE 2438 OF 2010

• AVIAJAR COLOMBIA S.A.S. complies with the provisions of Decree 2438 of 2010, ensuring that on our official communication channels (website and app), the tourism services offered are clearly specified, including conditions, features, and prices. In addition, all our publications clearly state the National Tourism Registry (RNT) number 155319.

OFFICIAL COMMUNICATION CHANNELS

• Clients may contact AVIAJAR COLOMBIA S.A.S. via email cuentanos@aviajarcolombia.com/aviajarusa, call center at 6044448744, or mobile and WhatsApp at 3003166789.

REGULATORY INFORMATION

• AVIAJAR COLOMBIA S.A.S. operates with National Tourism Registry (RNT) number 155319, in accordance with Decree 2438 of 2010.

UPDATES AND VALIDITY

This document was updated on March 30, 2025, and may be modified periodically, with prior notice to users through official channels.