Booking and Cancellation Policies

The client is entitled to a full or partial refund of the canceled amount according to the following terms. This refund will be subject to the deduction of applicable financial or transaction costs (such as the 4x1000, bank commissions, payment gateways, among others), which will be deducted from the amount to be refunded.

1.1. Cancellation by the client

Standard tours (shared) to Lost City or destinations in Santa Marta:

• More than 12 hours before the tour departure: 100% refund of the total value.
• Within 12 hours before the tour departure: 10% charge of the total tour value.

Standard tours (shared) to different destinations in Santa Marta:

• More than 24 hours before the tour departure: 100% refund of the total value, or partial refund if non-refundable external expenses are incurred.
• Within 24 hours before the tour departure: 100% charge of the total value, or partial refund if non-refundable external expenses are incurred.

Private tours and transfers:

• More than 48 hours before the service: 100% refund of the total value.
• Within 48 hours before the service: 20% charge of the total value.
• Within 24 hours before the service: Charge between 50% and 100% of the total value (subject to review depending on the service).

1.2. Cancellation due to force majeure

Teyuna Tours will not be obligated to provide refunds (partial or total) for situations beyond the control of both parties. If due to force majeure (meteorological phenomena, public order disturbances, unforeseen road or destination closures, etc.), the provision of the service is not possible, the client may reschedule the service (with or without additional cost) depending on the case.

1.3. Cancellation due to positive COVID-19 test result

If a client presents a positive result in a COVID-19 test within the established times according to the cancellation policies (and the service requires a negative result), the client will be charged according to our cancellation policies.

• The client does not show up at the beginning of the tour (no show).
• The client decides to discontinue the service, even if the tour has already begun.
• In case of accidents, calamities, or unforeseen situations beyond Teyuna Tours' control that prevent the continuation of the service.

Modifications to bookings are subject to availability and must be made at least 24 hours in advance.

If the modification is requested with less than 24 hours' notice, additional charges may apply according to the cancellation policy.

Full refunds: Will be processed when the service cannot be provided due to non-compliance by Teyuna Tours or its designated provider (except in force majeure situations).

Partial refunds: Will be applied in cases where the client has incurred non-refundable external charges or in case of modifications that result in a change to the original service (for example, itinerary changes due to external factors).

Force majeure reasons include, but are not limited to:

• Meteorological phenomena (hurricanes, storms, etc.)
• Public order disturbances (demonstrations, riots, etc.)
• Unforeseen closures of roads, airports, or tourist destinations
• Pandemics or health restrictions that prevent the provision of the service