Cancellation and refund policy

How much is refunded depending on when you cancel

The sooner you let us know, the bigger the refund. Unless the experience’s page states the operator’s own conditions, this general policy applies:

• More than 30 days before: refund of 90% of the amount paid.
• Between 15 and 30 days before: refund of 70% of the amount paid.
• Between 8 and 14 days before: refund of 50% of the amount paid.
• 7 days or less before, or no-show: no refund of the deposit.

Notice is counted from the date we receive your request to the scheduled date of the experience.

Some experiences run by a partner have their own cancellation policy, clearly stated on their page and in your confirmation. Where there is a difference, the condition most favorable to you as a consumer always prevails.

How to request a cancellation

Notify us in writing as soon as possible: the date of your request is what determines the refund percentage.

• Write to us on WhatsApp at +57 320 403 1707 or by email at reservas@exploriia.com.
• Tell us about your booking: the name you booked under, the experience and the date (if you have the confirmation number, even better).
• Get your confirmation: we confirm the cancellation and the refund amount that applies according to the policy and the date of your request.

Refunds: when and how

We process any applicable refund to the same payment method, within the time limits set by law.

• Within 30 calendar days: we make the refunds under this policy within the 30 calendar days following your formal request (Decree 2438 of 2010, art. 4). If it is the legal right of withdrawal on an electronic purchase, the 100% refund is made within a maximum of 15 calendar days (Law 2439 of 2024).
• To the same payment method: the refund is made to the method you used to pay the deposit; if you paid by card, the refund will show according to your bank’s timelines.
• Credit (optional): in several cases you can reschedule the experience or keep a credit for a future booking, instead of a refund.

Right of withdrawal and payment reversal

• Withdrawal (5 business days, 100% refund): under Law 1480 of 2011 (art. 47), for distance purchases you have the right of withdrawal during the 5 business days following the booking, as long as the service has not already started with your agreement. If you exercise it, we refund 100% of what you paid within a maximum of 15 calendar days (Law 2439 of 2024). Outside that legal window, the cancellation policy on this page applies, and the condition most favorable to you always prevails.
• Payment reversal: for purchases by card or electronic means you may request a reversal of the payment in the cases provided for by law (for example, fraud, an unrequested transaction or a service not provided), giving notice within the legal time limits (Law 1480 of 2011, art. 51, and Decree 587 of 2016).

When the unexpected is beyond your control

If the experience is affected by causes beyond your control, you don’t lose your money: we look for an equivalent alternative, a rescheduling or a credit.

• Weather and force majeure: in the event of adverse weather, closures of tourist sites, mechanical failures or decisions by the authorities, the experience may be modified or rescheduled, guaranteeing an equivalent alternative, a rescheduling or a credit.
• DIMAR closure: if the General Maritime Directorate (DIMAR) or the Port Authority closes operations due to the weather on the day of your experience, for any activity you choose between rescheduling it at no cost or receiving a refund of 100% of the deposit.
• Minimum number not reached: if a group experience doesn’t reach the minimum number of participants, we may cancel it and offer you a rescheduling or a refund within a maximum of 72 business hours.
• Personal emergency: in the event of duly proven force majeure (illness, an accident or the death of an immediate family member), you can reschedule the experience or keep a credit.

Legal note

Exploria acts as an intermediary between the traveler and the partner tour operator, who is the one providing each experience; our obligation is one of means and not of result. We facilitate the booking, the deposit and support: the deposit secures your spot and the remaining balance is paid directly to the operator on the day of the activity.

Each experience includes the insurance policy stated on its page; the price does not include travel insurance: we recommend taking out your own, especially for water or adventure activities. This policy is governed by Law 1480 of 2011 (Consumer Protection Statute) and other applicable regulations; see the full details in the Terms and conditions.