Terms, conditions and refund policy

The platform and the parties

1. Identification and general conditions

Exploria is the trade name under which the commercial establishment EXPLORIIA operates: a travel and tourism agency listed in the National Tourism Registry (RNT) under number 288420, identified with NIT 1012457141-7 and commercial registration No. 04099743 of the Bogotá Chamber of Commerce, domiciled in Bogotá D.C., Colombia (hereinafter, “Exploria”, “the platform” or “we”).

Exploria is a platform that connects travelers with verified tour operators and sells tours, activities and experiences in San Andrés, Cartagena and Santa Marta — and soon in other destinations in Colombia — through its website exploriia.com and its official support channels.

As a travel agency, Exploria is governed by Law 300 of 1996 (General Tourism Law, amended by Law 1558 of 2012), Decree 2438 of 2010 — compiled in the Sole Regulatory Decree of the Commerce, Industry and Tourism sector (Decree 1074 of 2015) — and other applicable rules, including the Consumer Protection Statute (Law 1480 of 2011).

These Terms, conditions and refund policy (the “Terms”) govern access to and use of the platform and the purchase of any experience offered on it. If you do not agree with them, please do not use the platform or make bookings.

2. Definitions

For ease of reading, in these Terms:

• Platform: the website exploriia.com, its subdomains and Exploria’s official support channels.
• Traveler or User: the person who accesses the platform or books an experience.
• Experience or Activity: the tour, plan, combo, promotion or other tourism activity offered on the platform.
• Operator or Partner provider: the tourism service provider (boat operator, guide, carrier, restaurant, local host, etc.) that physically runs an experience and has been verified by Exploria.
• Booking: the request for a spot on an experience on a given date and at a given time.
• Deposit: the part of the experience’s price that is paid online to secure the booking. Its exact amount always appears in the summary before you confirm.
• Balance: the remaining amount, paid under the conditions stated on the experience’s page (usually to the operator on the day of the activity).
• Payment gateway: the certified electronic payment processor (Wompi, by Bancolombia) through which the deposit is charged online.

3. What Exploria does

Exploria is a platform that connects travelers with verified tour operators in the Colombian Caribbean. The experiences offered on the platform are run by verified partner providers, and Exploria acts as an intermediary that facilitates their booking.

When you book an experience, Exploria acts as an intermediary between the traveler and the operator: it facilitates the booking, the collection of the deposit and support, and verifies that the operator complies with current tourism regulations. The physical provision of the activity (the boat operation, the guiding, the transport, etc.) is the operator’s responsibility.

Given its role as an intermediary, Exploria’s obligation is one of means and not of result: we commit to managing your booking diligently and to backing you, but we do not guarantee events that depend on third parties or on circumstances beyond our control (see the Liability clause).

The order in which experiences are displayed reflects criteria such as relevance, availability, traveler ratings and popularity, and may be updated periodically. Before booking, always review the description, price and specific conditions of each experience.

4. Exploria’s obligations

• To give the traveler a booking confirmation specifying the services purchased: date, time, description of the experience and conditions of the service.
• To verify that partner operators meet the quality, safety and legal standards required by the National Tourism Registry (RNT) and the relevant authorities.
• To provide timely information on meeting points, times, cancellation policies and any necessary change to the itinerary.
• In the event of force majeure or a fortuitous event (bad weather, closures, emergencies, etc.), to coordinate with the operator the modification or rescheduling of the activity, seeking an equivalent alternative or a credit in the traveler’s favor; if the General Maritime Directorate (DIMAR) or the Port Authority closes operations due to the weather, the traveler may also choose a refund of 100% of the deposit.
• To act as an intermediary between the traveler and the partner operator, verifying that the provider complies with current tourism regulations.
• To handle support requests, petitions, complaints, claims and suggestions (PQRS) within reasonable timeframes.
• If the minimum number of participants required for a group experience is not reached, to coordinate the cancellation of the service with the operator and offer rescheduling or a refund within a maximum of 72 business hours.

5. User’s obligations

• To arrive at the meeting point on time and follow the rules of behavior, safety and respect towards guides, other travelers and local communities.
• To carry your identity document and meet the age, health or safety requirements for each activity (including a passport, permits for minors or a vaccination card, where applicable).
• In the event of a voluntary change or cancellation, to give written notice through the official email or WhatsApp sufficiently in advance, in accordance with the applicable cancellation policies.
• To bear the cost of any damage you cause to equipment, boats, vehicles or facilities during the experience.
• To refrain from using prohibited substances, and from drinking alcohol except on the experiences that expressly include it (for example, those with an open bar, adults only). In any case, you must arrive and remain in a fit condition for the activity: any consumption that puts your safety or the group’s at risk may result in exclusion from the tour with no right to a refund.
• To provide truthful information when booking and to check the confirmation immediately to verify that all the details are correct.

Bookings, payments and cancellations

6. Bookings and confirmation

To book, select the experience, the date, the time and the number of people, log in with your email address (we send you a one-time access code, no passwords), pay the deposit on the payment gateway, where you choose the payment method, and fill in the travelers’ details (before or after payment, depending on the experience). When you complete the booking and the payment of the deposit, you will receive a confirmation with the details of your experience, which you can also view in Trips, in your account.

Check the confirmation as soon as you receive it. If you find any incorrect detail, contact us immediately through the official channels. The confirmation is the proof of your booking; keep it.

Some experiences run by partner providers may have their own conditions (for example, participation requirements, age or health restrictions, or specific cancellation policies) that are stated on the experience’s page. By booking, you also accept those specific conditions; where there is a difference, the condition most favorable to you as a consumer will prevail.

7. Prices, payments and deposit

• Prices are set and charged in Colombian pesos (COP). If you choose to view prices in US dollars or Brazilian reais, your booking, your email and your voucher will be in that currency (approximate, at the day’s exchange rate) and the charge is made in pesos: before you pay, we show you the exact amount, and your bank converts it to your currency. Each experience’s page states what is and is not included. Services not included (additional transfers, meals, optional admission fees, etc.) are paid by the traveler.
• To secure the booking, a deposit is paid online; the balance is paid as indicated on the experience’s page, usually directly to the operator on the day of the activity.
• The deposit is paid through Wompi (Bancolombia), a PCI DSS certified gateway with SSL encryption that accepts debit and credit cards, PSE, Nequi, Bancolombia and Daviplata. Exploria never stores your full card details: the gateway receives and processes them directly.
• The prices you see advertised are final: they already include the cost of processing the payment, and NO surcharge is added when you are charged. Whether you pay by card, PSE, Nequi or any other available method, the amount is exactly the same.
• If you prefer not to book online, you can finalize your booking on WhatsApp with an advisor, who will tell you the available payment methods. The price of the experience is the same through either channel.
• You must provide truthful payment information and confirm that you are authorized to use the selected payment method.

In short: the deposit secures your spot and the balance is paid to the operator on the day of the experience, unless the experience’s page says otherwise.

8. Right of withdrawal and payment reversal

Under article 47 of Law 1480 of 2011 (Consumer Protection Statute), in distance sales — such as bookings made online — you have a right of withdrawal within the five (5) business days following the conclusion of the contract. If you exercise it within that period, the contract is terminated and we refund 100% of what you paid, with no deduction, within the following fifteen (15) calendar days (the period for e-commerce under Law 2439 of 2024).

The right of withdrawal does not apply when the provision of the service has already begun with your agreement before that period ends (for example, if the experience has already taken place or started). Outside the legal withdrawal window, the Cancellation and refund policy and each experience’s own conditions apply, and the condition most favorable to you as a consumer always prevails.

Likewise, under article 51 of Law 1480 of 2011 and Decree 587 of 2016, for purchases made 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.

9. Cancellations and refunds

Unless the experience’s page or its confirmation states the operator’s own conditions, the following cancellation policy applies depending on how much notice is given (the full guide, with the steps to request it, is in the Cancellation and refund policy):

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

When an experience run by a partner provider has a different cancellation policy, it will be clearly stated on its page and in the confirmation, and it will be the one that applies to that experience, with the condition most favorable to you as a consumer always prevailing.

In the event of duly proven force majeure (illness, an accident or the death of an immediate family member), the experience may be rescheduled for another available date or the amount may be kept as a credit.

If the minimum number of participants for a group experience is not reached, Exploria may coordinate the cancellation of the service with the operator and offer rescheduling or a refund within a maximum of 72 business hours.

Exploria will process any refunds due within the 30 calendar days following the formal request, in accordance with article 4 of Decree 2438 of 2010. In the case of the right of withdrawal on an electronic purchase, the refund will be made within a maximum of 15 calendar days (Law 2439 of 2024; see clause 8).

10. Changes, rescheduling and force majeure

Exploria or the operator may make non-substantial changes to the itinerary (for example, adjustments to the time or the meeting point) when unforeseen circumstances require it. These changes will be communicated through the channels you provided (email or WhatsApp); check those channels before the activity.

In the event of force majeure or a fortuitous event (adverse weather conditions, closures of tourist sites, mechanical failures, decisions by the authorities or other events beyond control), the experience may be modified or rescheduled, guaranteeing an equivalent alternative, a rescheduling or a credit in the traveler’s favor. If the General Maritime Directorate (DIMAR) or the Port Authority closes operations due to the weather on the day of the experience, for any activity the traveler may choose between rescheduling it at no cost or receiving a refund of 100% of the deposit.

Liability and community rules

11. Liability clause

Exploria acts as an intermediary between the traveler and the tourism service providers (boat operators, guides, carriers, restaurants, etc.). Its obligation is therefore one of means and not of result, and it is not responsible for:

• Accidents, losses or delays caused by third parties.
• Natural phenomena or weather conditions that affect the activities.
• Temporary closures of tourist sites, mechanical failures or government decisions beyond its control.
• Loss of or damage to the traveler’s personal belongings.

In such cases, Exploria will arrange with the operator equivalent alternatives, rescheduling or a credit for future bookings, or a refund of 100% of the deposit when DIMAR or the Port Authority closes operations due to the weather.

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. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under Colombian law.

12. Reviews and user content

Exploria’s reviews are verified: an experience can only be rated by the traveler who booked it and paid for it with Exploria — on the platform or through our official channels, such as WhatsApp — from the day after the activity and up to 60 days afterward, or up to 12 months afterward through exploriia.com/en/calificar (“user content”). To rate it, you use your account or the personal link for your trip that we send you by email or WhatsApp. If you traveled with Exploria in the last 12 months and don’t have that link (for example, because you booked via WhatsApp), you can also rate it at exploriia.com/en/calificar: you choose the experience and the month of your trip and give us your name and mobile number. Those reviews are not published automatically: we first confirm that you traveled with us (if we cannot confirm it, they are not published), and they are shown with the label “Traveled with Exploria” and the month of the trip. The verification only confirms that you traveled with Exploria: it does not depend on what you write or on your stars. Your mobile number is only used for that verification, is never published and is deleted once your review is verified. The rating goes from 1 to 5 stars and can be accompanied by a written comment. Reviews made through your account or your trip’s link are published automatically with your first name and the city you enter; Exploria does not edit any review or choose which ones to show. The overall rating is the average of all ratings and is shown once there are at least 3 ratings. Reviews reflect personal opinions at a given moment; keep the number of ratings in mind, since the whole set is usually more representative than a single opinion.

You are responsible for the content you publish. It is prohibited to publish content that is false or misleading, that infringes the rights of third parties, that includes other people’s personal data or advertising, or that contains violence, discrimination, insults, racism or illegal material. Exploria only removes reviews that break these rules; honest criticism stays up even when it is negative.

By publishing user content, you retain ownership of it and grant Exploria a non-exclusive, royalty-free, worldwide license to use, reproduce and display it on the platform and in Exploria’s promotional materials. You can ask us to remove your review at any time.

13. Protection of minors

Exploria promotes responsible and safe tourism, and categorically rejects all forms of sexual exploitation and abuse of minors, in compliance with Laws 679 of 2001 and 1336 of 2009.

Minors must take part in the experiences under the supervision of a responsible adult. We do not collect personal information from minors without the consent of their parents or legal guardians.

In accordance with Law 679 of 2001, Exploria adheres to the code of conduct aimed at protecting minors from sexual exploitation and abuse. The legal consequences of such conduct are set out in the Colombian Penal Code.

14. Responsible and sustainable tourism

Exploria is committed to respecting the natural, cultural and social environment of the destinations where it operates. Therefore, it:

• Promotes the prevention of illegal trade in flora, fauna or cultural property (Laws 17 of 1981, 1185 of 2008 and 1333 of 2009).
• Encourages sustainable practices and respect for local communities.
• Rejects discrimination, racism and any form of violence or exclusion (Law 1482 of 2011).

At Exploria we promote tourism that protects nature, empowers local communities and leaves a positive footprint in every destination.

15. Intellectual property and use of the platform

The Exploria brand, its logo, design, texts and other content on the platform are protected by intellectual property law and may not be used without prior written authorization.

The platform is offered for travelers’ personal use. The use of automated systems (bots, scrapers or crawlers) to extract, copy or index its content without our consent is prohibited, as is any use that affects its operation or security.

Data, governing law and contact

16. Personal data protection

Exploria processes your personal data in accordance with Law 1581 of 2012 and Decree 1377 of 2013 (the habeas data regime). As the data subject, you have the right to know, update, correct and delete your data, and to revoke the authorization you gave.

Details on what data we collect, for what purpose, how we protect it and how to exercise your rights are in our Privacy policy and our Cookie policy. For any request about your data, write to us at reservas@exploriia.com.

17. Changes to the terms

We may update these Terms to reflect legal, operational or market changes. The current version will always be the one published on this page, with the date of its last update at the top. Using the platform after an update implies acceptance of the current version.

18. Governing law and jurisdiction

These Terms are governed by the laws of the Republic of Colombia. Any dispute will be submitted to the competent Colombian judges and courts. The Superintendence of Industry and Commerce (SIC) is the competent authority for consumer protection.

If any provision of these Terms is declared invalid or ineffective, the others will remain fully valid.

19. PQRS and contact

For any petition, complaint, claim or suggestion (PQRS), or to resolve questions about your booking, you can contact us through any of these channels or from the contact page:

• Email: reservas@exploriia.com
• WhatsApp: +57 320 403 1707
• Hours: Sunday to Saturday, from 6:00 AM to 9:00 PM

You will always receive proof that your PQRS was filed. If your claim concerns a tourism service that was not provided as agreed, you can file it in writing within the forty-five (45) days following the provision of the service (article 67, Law 300 of 1996). You can also turn to the Superintendence of Industry and Commerce (SIC), the consumer protection authority.

20. Acceptance

By booking or purchasing a service with Exploria, you declare that you have read, understood and accepted these Terms, conditions and refund policy, which govern all bookings and experiences managed through the platform.