Cancellation & Booking Policy

Last updated: March 17, 2026 | Última actualización: 17 de marzo de 2026

1. How Booking Works

All travel experiences offered by The Good Traveler Colombia (El Buen Viajero Travel Agency SAS, NIT 901831796-8, RNT 210035) are custom-designed and confirmed through direct communication with our team via email or WhatsApp. No booking is confirmed until you receive a written confirmation from us specifying the final itinerary, pricing, and terms.

Payment Structure

Deposit: A 50% deposit is required to secure your booking and begin provider reservations.

Balance: The remaining 50% is due at least 15 days before your trip start date. The balance can be paid in up to 3 installments, as long as the full amount is received by the deadline.

Payment methods: Bank transfer, or other methods agreed upon with our team. Details will be provided in your booking confirmation.

2. Cancellation by the Traveler

All cancellations must be communicated in writing via email to raul.rodriguez@elbuenviajero.com. The cancellation date is the date we receive your written notice. Refunds are calculated based on the deposit paid, as follows:

When you cancel	Refund amount
30 or more days before trip start date	100% of deposit refunded, minus a USD $150 administrative fee
15 to 29 days before trip start date	70% of deposit refunded
7 to 14 days before trip start date	50% of deposit refunded
Less than 7 days before trip start date, or no-show	No refund. Any amounts recoverable from local providers will be refunded at our discretion.

Important notes:

The administrative fee (USD $150) covers non-recoverable costs incurred in the planning and coordination of your trip.
If you have already paid the full balance (100%) at the time of cancellation, the same refund percentages apply to the total amount paid.
Refunds will be processed within 15 business days of the cancellation confirmation, via the same payment method used for the original payment.
Domestic flights purchased on your behalf may have separate cancellation policies imposed by the airline. Non-refundable airline tickets will be deducted from any refund.

3. Rescheduling

We understand that plans change. You may reschedule your trip under the following conditions:

72 hours or more before trip start date: We will work with you to find new dates at no additional charge, subject to provider availability. If the new dates result in higher costs (seasonal pricing, availability), the difference will be communicated before confirmation.
Less than 72 hours before trip start date: Rescheduling may be possible but is subject to provider availability and any non-recoverable costs already incurred.

Each booking may be rescheduled a maximum of two (2) times. After the second reschedule, the cancellation policy above applies.

4. Cancellation by The Good Traveler Colombia

In rare circumstances, we may need to cancel or modify your trip due to:

Force majeure events (natural disasters, severe weather, government restrictions, armed conflict, pandemics, or other circumstances beyond our control).
Safety concerns identified by our team or local authorities that make the itinerary inadvisable.
Failure of a critical service provider (e.g., eco-lodge closure, flight cancellation) for which no adequate alternative is available.

In such cases, we will offer you the choice of: (a) rescheduling your trip at no additional cost, or (b) a full refund of all amounts paid, minus any non-recoverable third-party costs that have already been incurred and cannot be reclaimed (e.g., non-refundable flight tickets). We will communicate transparently about any such costs.

5. Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance covering trip cancellation, medical emergencies, evacuation, and personal liability before traveling to Colombia. Travel insurance is mandatory for all experiences that include the Chocó Pacific coast, Los Llanos, or the Ciudad Perdida trek, and must include coverage for remote area medical evacuation. Proof of insurance may be requested before departure.

6. What Happens During Your Trip

If you need to modify your itinerary during your trip (adding activities, changing restaurants, extending a stay), contact us via WhatsApp. We will do our best to accommodate changes subject to availability and cost. Additional costs for modifications made during the trip will be communicated before confirmation.

If you choose to voluntarily leave the trip early or skip any included activities, no refund will be provided for unused services.

7. Disputes

If you have a complaint about any aspect of your trip, please contact us as soon as possible during the trip so we can resolve it in real time. Post-trip complaints should be submitted in writing within 30 days of the trip end date. We are committed to resolving disputes fairly and promptly. Any dispute that cannot be resolved amicably shall be subject to the jurisdiction of the courts of Bogotá, Colombia, under Colombian law.

8. Contact

Email: raul.rodriguez@elbuenviajero.com
WhatsApp: +57 315 945 3852

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