TERMS AND CONDITIONS

WEBSITE TERMS and CONDITIONS

By using this website, the user confirms their agreement with the terms and conditions set out below. Please read them carefully before using the website. If you do not agree with any section of the content, email customer service at privacidad@aviasolucioneshoteleras.com before using this website.

Operadora de Hoteles Avia S.A.S. does not guarantee that its applications will operate without interruption or errors, that defects will be corrected, or that the site or server is free of viruses or other harmful components. Under no circumstances shall Operadora de Hoteles Avia S.A.S. be liable for any direct or indirect damages, or consequential damages, including, without limitation, loss of profits, the cost of replacing products, inability to use the content, or errors made when accessing through mouse clicks, even if this Travel Agency has been advised of the possibility of such damages. If local laws do not permit the exclusion of liability, the exclusions listed above shall not apply.

This website is offered to users for acceptance without negotiation of the terms, conditions and clauses contained herein. The relationship between the website of Operadora de Hoteles Avia S.A.S. and the user shall be that of independent contractors, and neither party (including its officers, agents and employees) may be considered or constituted as partners, joint venturers, trustees, employees and/or common agents.

The user may not assign, agree to transfer, subcontract or delegate the rights, duties and obligations set out herein.

Authorizations, licenses and Trademarks

Operadora de Hoteles Avia S.A.S. owns this site and holds the corresponding authorizations for the use of the site’s images, graphics, icons, characters, music, texts, software, videos, and other content (hereinafter referred to as the “content”), as well as its HTML, CGI, WS, and other coding and text in any format (hereinafter referred to as the “code”).

No code or content may be modified, altered, copied, distributed, retransmitted, displayed, used, reproduced and/or published for any reason, except with the authorization of Operadora de Hoteles Avia S.A.S. and in accordance with the instructions for each section of this website.

By accepting these terms, users who submit reviews, images, videos, or comments to the website agree to grant Operadora de Hoteles Avia S.A.S. the non-exclusive, perpetual, irrevocable, and fully transferable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such reviews, images, videos, or comments worldwide and in any media. They also grant this Travel Agency and its sublicensees the right to use the name accompanying such review or comment, if any, in connection with that review or comment.

Any modification or use of the content or code of this site for purposes other than those permitted constitutes a violation of copyright and other intellectual property rights, as well as any criminal provisions applicable to the particular circumstances.

Users and, in general, anyone intending to establish a link between any website and any of the pages on this website must respect this Website’s corporate image and logo. Links may not be established from the website to websites where the logo or any other element identifying Operadora de Hoteles Avia S.A.S. as the website owner does not appear, unless this Travel Agency has previously provided written authorization for such use.

This website has been designed solely and exclusively for the user’s personal use. Commercializing the content, products, information, software or services obtained from this website is prohibited.

The contents of this website are protected under copyright laws and are a registered trademark of Operadora de Hoteles Avia S.A.S.

If you become aware of an infringement of our trademark, please let us know by email at vjuridica@aviatur.com.co.

Software

All software available for download from this site is protected by copyright. Its use is governed by the terms of the end-user license agreement accompanying or included with the software (License Agreement). No software subject to a license agreement may be installed or used without first accepting the terms of that agreement. For software not accompanied by a license agreement, its owner grants the user a personal, non-transferable license to use it in accordance with the terms and conditions set out in this document.

Technical Access Requirements

To access the website, users must have Internet access, pay the applicable access and connection fees, and have the equipment and computer systems necessary to connect to the Internet, including a suitable terminal (computer, telephone, etc.) and a modem or other access device.

To properly access and use certain content and services on the website, users must download certain computer programs or other software components to their computer. The user is responsible for carrying out this installation, and Operadora de Hoteles Avia S.A.S. shall be exempt from any liability that may arise from it. The homepage always informs users of the technical specifications required to view and use the website correctly.

Personal and Commercial Use Restrictions

This site may only be used to make genuine bookings or purchases and may not be used for any other purposes than those described herein. No speculative, false or fraudulent bookings may be made. The User represents that they are of legal age to use the site and accept the legal and financial obligations arising from such use. The User agrees that they are aware of all responsibilities arising from the use of the website of Operadora de Hoteles Avia S.A.S., whether caused by the User or by third parties operating under the User’s password. The information, programming code, products and other services published on this portal may contain typographical errors and inaccuracies. This Travel Agency and its partners will periodically make changes to update the information. As a condition of using this site, the User warrants that they will not engage in any illegal or prohibited activity on it under the terms, conditions and requirements set out above.

Connections and links to third-party websites

This site may contain links to portals operated by third parties independent of the Operadora de Hoteles Avia S.A.S. website.

Operadora de Hoteles Avia S.A.S. has no control over them and accepts no responsibility for their content. The inclusion of these websites on the website of Operadora de Hoteles Avia S.A.S. does not imply any association with those third parties or their operators. This Website contains links to other websites; please note that when you access one of these links, you are entering a portal outside Operadora de Hoteles Avia S.A.S.’s website, and Operadora de Hoteles Avia S.A.S. therefore accepts no responsibility for it. You are advised to read those websites’ privacy policies, as they may differ from those offered by Operadora de Hoteles Avia S.A.S.. The user is solely responsible for keeping their passwords and account information confidential. Please be extremely careful with this information.

Help Center

Use of bulletin boards, chat rooms, and other communication forums

If the site contains bulletin boards, chat rooms, or other communication media or message forums, you, as a user thereof, agree to send and receive only messages and material that are appropriate and relevant to the forum. Examples of improper use of the forum include:

Defame, insult, abuse, harass, threaten or violate the legal rights of third parties (such as privacy and publicity rights).
Publish, distribute, advertise or disseminate any type of defamatory, discriminatory, obscene, indecent or illegal information or material.
Uploading files containing software or other material protected by intellectual property or copyright laws, unless you own the relevant copyrights and rights or have obtained all necessary permissions for its use.
Uploading files containing viruses, corrupted files, or any type of program or code that could damage the operations of third parties’ computers.
Remove any attribution of authorship, legal notices, ownership designations and/or trademarks from any system file.
Falsifying the source or origin of the software or any material contained in the uploaded file.
Advertise or offer goods and/or services for sale, conduct surveys or contests, or send chain letters.
Download any file uploaded by another forum user while knowing that it should not legally be distributed in that manner.

As a user, you agree that forums are intended for public, not private, communications. You also agree that chats, conferences, newsletters and other communications between users are not endorsed by this Travel Agency or its affiliates, and that such communications will not be reviewed for viruses and/or approved by this Travel Agency or its affiliates. This Travel Agency reserves the right to remove any content from a forum without prior notice, as well as the absolute right, at its discretion, to deny any user access to the portal or any part thereof without prior notice.

Security and Privacy

All information you provide on our website when registering is transmitted through SSL (Security Socket Layer). This proven coding system allows your computer to encrypt the information before it is sent to our system.

The encoded information reaches our servers, which have all security patches up to date and unused ports closed and protected by a firewall; it is then restored to its original form and stored in our database.

Security Risks to Consider When Conducting Internet Transactions

A user may be deceived through emails or DNS server spoofing into visiting a fake website with the same design, where their card details are entered into the fraudulent system and the cardholder’s information is stolen. Users are therefore advised to access the website through known domains to reduce risks and conduct transactions securely.

The computer on which the user is carrying out the transaction may have spyware or malicious software installed without the user’s knowledge, capable of capturing everything typed on the keyboard or information from input devices and sending it to a network or host on the Internet. Therefore, whenever possible, we recommend carrying out the transaction from a trusted device.

Use of cookies

For any use of the Portal, this Travel Agency reserves the right to use “cookies.” Cookies are small data files generated on the user’s computer that allow us to obtain the following information:

The date and time of the user’s most recent visit to our website.
The content layout selected by the user on their first visit to our website.
Security features involved in access control for restricted areas.

However, Users are informed that they may disable the use of cookies on their computer. Through these “cookies,” once registered, other users can see whether or not you are online and can therefore contact you more easily and quickly.

GENERAL TERMS AND CONDITIONS OF SERVICES

Once the reservation has been made and payment has been made by the user, the terms and conditions of Operadora de Hoteles Avia S.A.S. and the service provider are deemed to have been accepted. The policies of the Operadora de Hoteles Avia S.A.S. website, those of the service providers, and those communicated to the user by any means apply; therefore, any cancellation or change may be subject to a penalty in accordance with the policies provided.Taxes, fees, and contributions affecting airfares, hotel rates, and other services offered by Operadora de Hoteles Avia S.A.S. may change at any time as a result of government provisions beyond and independent of the Agency’s own operations.The mere use of the website or contracting through any of the Sales Channels implies acceptance of each and every general and specific condition included in these terms and conditions. Consumers are required to read the terms before accepting them, as this will enable them to exercise their rights more effectively. We suggest printing and retaining them together with the rest of your travel documentation. Remember to note the Purchase Request number that will appear on the screen when you confirm your request or that will be provided by the sales agent. This number identifies your transaction and will be essential for carrying out any transaction through Operadora de Hoteles Avia S.A.S.

General Liability Regime

Operadora de Hoteles Avia S.A.S. is subject to the liability regime established by Law 300 of 1996, Decree 1074 of 2015 and any rules amending, supplementing or reforming them, and acts as an intermediary agent between the user and the tourism service provider selected by the user. The agency’s liability for the quality of the service is limited exclusively to the terms of each offer, taking into account the specific conditions of each provider, which are disclosed fully and in a timely manner to the user for their understanding and accepted in full upon the first payment made for the services purchased. Any items and additional services not described in the offer shall be understood as not included.Operadora de Hoteles Avia S.A.S. is an intermediary and acts in the name and on behalf of the tourism service providers, who shall be responsible for performing the transportation contract or service contract.

Limitation of the agency’s liability

The information, software, products, and services published on this website are based on information supplied by service providers, and those providers may not immediately communicate updates to travel agencies. Consequently, some current conditions may occasionally not appear on this website in the descriptions of content and/or services. Therefore, Operadora de Hoteles Avia S.A.S. does not guarantee the accuracy of the information and disclaims liability for errors found on the website. Nevertheless, when offering services, the Agency takes reasonable precautions and exercises due diligence to minimize the occurrence of such events.

Operadora de Hoteles Avia S.A.S. reserves the right to correct any price on the website and any reservations made at an incorrect price. In such cases, if available, You will be offered the opportunity to keep your reservation at the correct price or cancel it without penalty, provided that the above conditions are met.

Operadora de Hoteles Avia S.A.S. hereby states that its intermediation activities in the marketing of Tourist Services do not guarantee that the destination selected poses no risks to people’s health and safety. Operadora de Hoteles Avia S.A.S. is not directly or indirectly liable for any damage or loss that You or anyone traveling with You may suffer before, during or as a result of the destination selected. Operadora de Hoteles Avia S.A.S. is not liable for events arising from unforeseen circumstances or force majeure, including weather phenomena, natural events and labor disputes, among others, that may occur before or during the provision of the Tourist Service and may eventually delay, interrupt or prevent its performance.

Grounds for Exemption from the Agency’s Liability

Operadora de Hoteles Avia S.A.S. and the operators assume no liability for events constituting Force Majeure, Acts of God, or Acts of Third Parties, such as accidents, strikes, riots, earthquakes, weather or natural phenomena, security conditions, political factors, removal of the traveler due to conduct that interferes with the trip, denial of entry permits, a destination country’s decision to prevent the traveler’s entry or movement, death, public health matters, acts of third parties, or any other event beyond the agency’s control that could affect the performance or continuation of the trip. In such events, refunds will be issued in accordance with the law and the policies imposed by each applicable service provider.

Operadora de Hoteles Avia S.A.S. accepts no responsibility for personal expenses or expenses additional to the specific package incurred by the user, nor for any damage or loss caused to the user by their inexperience, negligence or fault. However, Operadora de Hoteles Avia S.A.S. reserves the right, in the user’s favor, to modify any pre-established itinerary or suspend services according to the user’s needs, without any entitlement to a refund.

Safekeeping of Personal Belongings

Responsibility for the care and custody of personal belongings rests exclusively with the user, unless they have been handed over to the service provider for safekeeping. If carrying valuables, the user must inform the service provider directly so that all necessary measures can be taken to protect them; otherwise, the user shall bear full responsibility for any loss of or damage to such items, with no possibility of claiming compensation or damages.

Reservation of the Right to Refuse or Limit Stay

The agency and service providers reserve the right to expel a user when their behavior, subject to disciplinary and/or criminal censure, causes problems in the normal performance of the service and disturbs third parties; behavior is considered objectionable when it violates morality, public order or good customs. The user shall bear, at their own risk and expense, any costs arising from exclusion from the program and shall be solely and exclusively responsible for any compensation and/or damages claims made by affected third parties, including the service provider, holding the agency and service providers harmless in this regard.

Price validity and applicable rate

Program prices are subject to change due to fluctuations in international currencies, government decisions, changes in taxes, fees or contributions imposed on the services provided, and other circumstances beyond the agency’s control. Only the prices in effect when the hotel reservation and reservation documents for other services are issued, once the purchase has been confirmed, shall apply.

The prices displayed in advertisements and their respective quotations may fluctuate due to the changing availability of service providers, over which Operadora de Hoteles Avia S.A.S. has no control. Prices advertised in a currency other than Colombian pesos will be converted using the exchange rate (TRM / TF Operadora de Hoteles Avia S.A.S.) applicable on the payment date; administrative and financial costs resulting from payment in foreign currency will be borne by the user.

Documentation

The agency will make available to consumers the documentation and health requirements applicable to each destination that have been duly communicated by the competent authorities. The packages offered do not include passport, visa or exit-permit processing, or permits to enter another country, and the user is solely responsible for meeting the documentation requirements necessary to travel. Accordingly, Operadora de Hoteles Avia S.A.S. recommends that users take all necessary precautions regarding immigration and government documentation before purchasing tourism services, since neither the operators nor the agency shall be responsible for services not being provided when this is attributable to the user for that reason.

If it provides assistance with obtaining the documentation required for travel, Operadora de Hoteles Avia S.A.S. shall not be responsible for the outcome of the process, since the issuance of a passport, visa or any type of permit to enter or leave the country, transit through another country, or similar document is at the discretion of the competent government authority issuing it. The user is solely and exclusively responsible for carrying and presenting at all times the documents required to travel and ensure their stay at the destination, and for verifying their status before the authorities that may require them. The user is responsible for carrying authentic documents, and any irregularity is the user’s sole responsibility.

Additional Insurance

To strengthen protection, users may purchase insurance policies that contribute to the success of their trip. These products are governed by insurance and/or travel assistance contracts, as applicable, and shall be provided in accordance with the policies, terms and conditions of the insurance agents users may contract. Information regarding coverage, procedures, rights and obligations shall be the information supplied to the agency by the insurers or travel assistance providers, which the agency will make available to users in a timely manner so that they may decide whether the product is suitable and whether to purchase it. Operadora de Hoteles Avia S.A.S., as an intermediary agent, shall ensure that services provided by third parties are delivered properly and to the quality advertised, providing users with all assistance and support needed to forward their requests, complaints or claims to the providers before, during and after the services are performed. However, if users experience any difficulty at the destination, they must report it directly and immediately to the service provider so that the provider can promptly resolve the issue. This is without prejudice to the user’s obligation to notify the travel agency as well.

Description of hotel terms:

Accommodation service terms and prices may vary, or penalties may apply if changes are made to the booking after it has been made, depending on the service and category purchased. Please note that all information displayed on the Platform is provided and updated online directly by each Accommodation. They are solely responsible for updating the rates, availability and other information shown on the Platform.

The total accommodation amount will be settled and charged to the payment method selected by the User when the booking is completed.
Additional services will be charged and must be paid directly at the hotel when you check out.
Please check the accommodation and services included in the rate before completing your booking.
After the reservation is closed, a reservation confirmation document will be sent to you by email.
Please remember to check the cancellation policies and rate conditions of the accommodation service provider you are booking.
All foreigners are exempt from taxes in Colombia and only have to pay the hotel insurance directly at their hotel. Colombian passengers must pay the taxes and hotel insurance directly at their hotel. This will be verified directly at the hotel.
If, under the cancellation policy, the reservation qualifies for a refund due to a date change, advance cancellation or similar circumstance, Operadora de Hoteles Avia S.A.S., at the customer’s express request, will initiate the corresponding process with the hotel or service provider so that it may issue a partial or full refund to the passenger as soon as possible, in accordance with the provider’s policies. Please note that any costs incurred or associated with this process will be deducted by Operadora de Hoteles Avia S.A.S. from any refund paid to the passenger.
Please remember that if you do not arrive at the Accommodation on the applicable date and at the applicable time, the Accommodation may cancel your reservation and classify it as a No Show, in which case you will not be entitled to demand a full or partial refund of the amount paid. If, for any reason, you will arrive outside the stated hours, please contact the Accommodation in advance.
The possibility of making changes and/or cancellations and, where applicable, the penalties that apply in each circumstance are subject to the Accommodation’s policies. Any exception to these conditions must be authorized by the Accommodation.
If you carry valuables exceeding those ordinarily carried by passengers, you must notify the Accommodation and store them in the safes available at the Accommodation. The Accommodation’s liability is limited to the declared value of the deposited items only if such valuables are declared and delivered to the Accommodation for safekeeping. Please note that if your valuables are excessively valuable in relation to the standard of the Accommodation, or if they cause inconvenience to the Accommodation, it may refuse to accept them. Likewise, insurance policies taken out by the Accommodation generally require the items to be declared to the Accommodation in advance for coverage to apply.
Please note that the activities of Accommodations domiciled in the Republic of Colombia are governed by a body of regulations, including the Colombian Consumer Statute (Law 1480 of 2011), Law 300 of 1996 (General Tourism Law), Law 2068 of 2020 and its implementing decrees, as well as special provisions established by the Ministry of Commerce, Industry and Tourism and other Colombian regulatory and consumer-protection authorities. If You wish to file a complaint regarding the service provided by the Accommodation, You may do so directly with the authorities referred to above. To do so, visit: www.mincit.gov.co and/or www.sic.gov.co.
If you require additional information, please contact one of our advisors at our 24-hour Reservations Center: (571) 587 9640 or (571) 3821616.

Payment Method

For rates quoted in USD, payment may be made in that currency or in Colombian pesos, at the daily representative market exchange rate (TRM), in accordance with the banking market rate on the date of payment.
The rates, taxes, fees and charges applicable on the purchase date will apply.
If only a deposit is made, subsequent payments will be settled at the exchange rate (TRM) applicable on the day they are made.
Rates are not valid during Events, Holidays, conventions, or if a major event takes place at the quoted destination.
For cash payments in foreign currency, an additional 2% administrative processing fee plus VAT must be paid; this fee is non-refundable.

Specific policies

Cancellation and restriction policies

To make changes to a service that has already been scheduled and confirmed, they must be requested sufficiently in advance and in accordance with the policies of the contracted services communicated before purchase.
All cancellations must be notified in writing to the email address of the advisor who assisted you and by the person who requested the service. If the service was purchased through .com, notification must be sent to the following email address ________________.
The cancellation and refund policies set out below must be taken into account.

CONSUMER RIGHTS:

Right of Withdrawal:

In accordance with Article 47 of Law 1480 of 2011 (Consumer Statute), in the case of sales made through non-traditional or distance-selling methods, consumers may withdraw from purchased services provided they notify the seller within five (5) business days of the purchase.

In its capacity as an intermediary agency and in compliance with the requirements of the Superintendence of Industry and Commerce (SIC), Operadora de Hoteles Avia S.A.S. will directly process the consumer’s withdrawal request with the hotel provider and coordinate the refund process; responsibility for this coordination may not be delegated to the user. The money will be returned by means of a credit, reversal of the charge to the credit card or refund of the amount paid, in accordance with the original payment method used for the sale. If payment was made by bank transfer, Operadora de Hoteles Avia S.A.S. will request the consumer’s bank details to process the refund by that method. Refund times will be subject to the provider’s policies, but the agency will be responsible for following up and promptly informing the consumer of the status of the process.

Payment Reversals:

Pursuant to the provisions of Decree 587 of 2016, consumers have the right to request a reversal of payment for sales made through electronic means using credit cards, debit cards or any other electronic payment instrument, provided that their request falls under one of the following grounds:

When the consumer is the victim of fraud.
In the event of an unsolicited transaction.
When the purchased product is not received.
When the product delivered does not correspond to the product requested, does not meet its inherent characteristics, or does not have the characteristics attributed to it by the information provided about it.
When the product delivered is defective.

To request a payment reversal, the request must be submitted within five (5) business days after the date on which the consumer became aware of the fraudulent or unauthorized transaction, or should have received the product, or received it defective or different from what was ordered. The consumer must submit a complaint explaining the grounds for the request and notify the issuer of the electronic payment instrument used for the purchase. Together with the other parties involved in the payment process, the issuer will reverse the transaction for the purchaser.

Operadora de Hoteles Avia S.A.S. advises You that, pursuant to Article 2.2.2.51.10 of Decree 587 of 2016, if, as a result of Your chargeback request, You receive amounts exceeding those originally paid, You will be responsible for returning them. We also advise You that, under Article 51 of Law 1480 of 2011 and Article 2.2.2.51.12 of Decree 587 of 2016, if it is established that You did not fall under any of the grounds for a chargeback stated in the form, Operadora de Hoteles Avia S.A.S. and/or the issuer of Your payment instrument may permanently charge the disputed transaction to Your card or payment method.

Finally, we emphasize that consumer bad faith in the chargeback process will be penalized by the Superintendence of Industry and Commerce, under Article 2.2.2.51.13 of Decree 587, with a fine of up to fifty (50) current statutory monthly minimum wages (smmlv).

Service Guarantee:

Pursuant to Articles 7 to 11 of Law 1480 of 2011 (Consumer Statute), consumers are entitled to a guarantee for the contracted service. If the accommodation or other tourism service purchased is not provided under the agreed terms, the consumer may, at their choice, demand: (i) actual provision of the service under the contracted terms; (ii) a full refund of the price paid; or (iii) provision of an equivalent service of equal or higher quality. In its capacity as intermediary, Operadora de Hoteles Avia S.A.S. will facilitate the exercise of this right before the relevant provider, without prejudice to the service provider’s direct liability to the consumer.

Complaints before the Superintendence of Industry and Commerce (SIC):

Consumers have the right to submit petitions, complaints and claims directly to the Superintendence of Industry and Commerce (SIC), the authority responsible for monitoring and enforcing consumer protection matters in Colombia. To do so, they may visit the official portal at www.sic.gov.co or contact the SIC consumer service line. This channel is independent of the internal service mechanisms provided by Operadora de Hoteles Avia S.A.S. and may be used at any time, without first having to exhaust the procedures available through the Agency.

GENERAL RECOMMENDATIONS:

Terms and restrictions for electronic payments

To make the purchase, the customer will be asked for identifying information for the passengers/travelers and their payment method. This is done in several steps. Once the information has been entered, and before you complete the purchase, it will be displayed so that you can verify it and proceed with the purchase.
The information provided must match the information held by your financial institution (correspondence address, telephone number, national ID number, first and last names).
This Travel Agency reserves the right to request additional information from the customer in order to verify their purchase.
The hours for making electronic payments for hotel reservations are from 12:05 AM to 11:40 PM (- 5 GTM), Colombia time.
Our website accepts debit and credit cards from the following card networks: VISA, MASTER CARD, AMERICAN EXPRESS and DINERS.
The purchase of any service will become effective only when this Travel Agency validly charges the credit or debit card or agreed payment method for the purchase amount and the charge has been verified by the finance department. Until then, this Travel Agency may cancel the purchase.
If it is not possible to charge the credit card (declined transaction), the customer should be aware that, since no payment has been made, this Travel Agency and/or the service provider may cancel the reservation or request.
Once the purchase has been made, you will receive 2 emails: one confirming the reservation and another confirming or providing payment information from the payment gateway, including all information about the purchase and the purchase invoice. These emails will also be retained by this Travel Agency.
Please remember that Operadora de Hoteles Avia S.A.S. acts in the name and on behalf of the Tourism Services Provider, and that amounts corresponding to the price or rate of the Tourism Services are transferred (endorsed) to the Provider.

Payment by Credit Card

Please note that when you provide Operadora de Hoteles Avia S.A.S. with your account or credit card details (using the form available on the Platform) and then accept or confirm the transaction, you authorize us to charge: (i) the Tourism Service fee; (ii) any applicable taxes, fees and/or tax withholdings; and (iii) our Management Fees, where applicable, which are disclosed in advance.

Any interest and/or taxes that may arise from installment payments will be added to the price or rate quoted for the Tourist Service, and the total will be divided by the number of installments selected for payment.

A. If You have agreed with your credit card issuer to take out life insurance covering the outstanding balance or other charges affecting the total financing cost, remember to check with your issuer the validity, terms and costs of such insurance or charges, which are unrelated to Operadora de Hoteles Avia S.A.S. and depend on and/or vary according to the terms agreed by You with each card issuer or operator. We recommend that You review the terms of use and interest rates of your credit card before using the installment payment option.

B. If you cancel after the purchase, provided that the specific conditions of the Tourist Service allow it, Operadora de Hoteles Avia S.A.S. will not refund or assume responsibility for any interest generated by the original transaction, since Operadora de Hoteles Avia S.A.S. does not receive such interest.

C. The amount payable may be charged in local currency or in U.S. dollars, depending on whether the services are domestic or international. If charged in U.S. dollars, the charge will be made against the international limit of your card. In all cases, regardless of the currency charged, the rate or price will be the one provided to and accepted by you. Please remember that, for international transactions, certain banks and credit card companies may impose charges, in addition to taxes, as required under applicable foreign law. Your bank may also convert prices into the local currency and charge a conversion fee. The exchange rate used by the bank may differ from the one shown on the Platform, so you may see a difference between the amount charged by the bank and the amount displayed on the Platform. The bank determines the exchange rate and international transaction fee. If you have questions about the exchange rate or fee applied to your booking, please contact your bank;

D. Each transaction is subject to anti-fraud verification procedures. One such procedure consists of placing a charge equivalent to USD 1 against the dollar limit of your card under an operating host located in England (UK), in order to verify the cardholder’s identity and the card’s international validity. The charge and reversal may appear on the customer’s statement and do not generate any charges or additional costs for you because, once identity and validity have been confirmed, the charge is reversed (voided).

E. For certain destinations, the Tourist Service Provider may charge you directly for the contracted Tourist Service. In such cases, Operadora de Hoteles Avia S.A.S. will inform you at the time of purchase and you will receive an invoice issued by that Provider. Please note that, in such cases, your credit card will be charged in U.S. dollars for the amount in that currency indicated in your payment details.

PAYMENT VIA PSE: Payments and transactions with each financial institution connected to the PSE system are not carried out on the website or technological platform of Operadora de Hoteles Avia S.A.S. To make each payment, the User connects to the website of the selected financial institution, which provides the technological security measures and accepts, authorizes, and validates each payment. Operadora de Hoteles Avia S.A.S. does not, under any circumstances, know or store data, account numbers, or passwords related to any payment method connected to the PSE system, nor debit or credit card data or any other payment method related to that system. Operadora de Hoteles Avia S.A.S. assumes no liability of any kind arising from the improper use or loss of control of data or passwords related to any payment method connected to the PSE system. Operadora de Hoteles Avia S.A.S. also assumes no liability and provides no guarantee to the User in relation to the financial services provided by the PSE payment platform, or the financial services or payment methods provided directly by each financial or banking institution, particularly where transactions cannot be completed due to defects in the operation of the PSE System, or due to any delay, interruption, errors, technical failures, unavailability, or failure of the website of the selected financial or banking institution, nor for any direct or indirect loss arising from such circumstances.

Price and exchange rate

Some services may be subject to taxes or other charges at the destination.
Services do not include visa fees or departure taxes, which may be paid in local currency or US dollars in that territory.
Rates advertised in a currency other than Colombian pesos will state the applicable exchange rate, which the user must take into account when making the purchase.
Service prices are subject to change due to currency fluctuations, government decisions, and changes to taxes, fees or charges. The current price can only be secured at the time of payment.
Depending on the type of service, the exchange rate used may differ from the rates stated. Service providers do not warrant or guarantee such accuracy.
Operadora de Hoteles Avia S.A.S. does not authorize the use of this information for any purpose other than personal use and expressly prohibits its resale, redistribution and use for commercial purposes.

Verification of Destination Safety Conditions

Travellers are advised to check the warnings applicable to the destination chosen for their trip. By selling travel services, Operadora de Hoteles Avia S.A.S. does not represent or guarantee that travelling to certain destinations is advisable or risk-free, and is not responsible for any damage or loss that may result from travelling to those destinations.

Documentation

All passengers must carry the necessary personal documentation. The Operator accepts no responsibility for information, withdrawal or rejection of their documentation. The user is responsible for documents provided to them by the Operator. You have a duty to responsibly inform Yourself about the legal and/or immigration documentation and/or health requirements that You or the people traveling with You may need to complete Your trip as planned (the “Travel Documentation”). Check in advance the entry requirements for the destination and/or transit country, special visa and/or passport requirements, driver’s licenses, vaccinations, permission for minors or other document requirements, both for destination countries and countries transited, even when it is not necessary to leave the airport. If You need such documentation and do not have it, complete the necessary procedures to obtain it in advance. Requirements may vary depending on the destination and/or transit country and on Your country of nationality and/or residence and/or the documentation with which You travel. Remember that You are responsible for meeting all entry and/or transit requirements and/or providing the documentation required by the immigration, customs and/or health authorities of the destination and/or transit country or countries. We recommend that, before booking and departing, You check all necessary requirements with the relevant Embassy or Consulate. For more information, visit: http://travelcentre.iata.org/. Check the expiration date of your documentation in advance and bear in mind that, in some countries, the expiration date must be at least six months after arrival in the foreign territory. When traveling with minors under 18, in addition to a valid travel document (national identity document or passport), authorization is required depending on various circumstances:

(i) If the minor is travelling with both parents, it will be sufficient for them to prove the relationship by means of a Civil Registry of Birth, Birth Certificate or Certificate of Birth (regardless of its date of issue), or the minor’s identification document, showing the parents’ filiation details.
(ii) If traveling with only one parent, in addition to proving the parental relationship with one of the documents listed above, the authorization of the absent parent must be provided.
(iii) If they are the child of minors, they will need authorization from their parents and permission from one of their grandparents.

Without prejudice to the foregoing, please review the Travel Documentation required according to the type of transportation, the Provider, and the origin and/or destination of the transportation, since requirements may vary depending on whether you travel by sea, land, or air and according to each Provider. If the minor(s) will not be traveling with a responsible adult, please review each Provider’s unaccompanied minor policies. For more information, visit http://www.migracioncolombia.gov.co. If in doubt, please contact Online Help before making any purchase or contact the advisors at any office or Call Center.

Compliance

By requesting enrollment in any travel program marketed by this Travel Agency, the customer and/or passenger declares that they have read and accepted all the terms described on this website, which are available for printing, as well as the special conditions described in the travel program or specific travel proposal.

Advertising

For the purposes of Law 1558 of 2012, Article 30, and Article 30 of Law 1480 of 2011, You are entitled to receive complete, truthful, transparent, timely, verifiable, understandable, accurate and appropriate information about the products or services offered by Operadora de Hoteles Avia S.A.S.. The information published on Operadora de Hoteles Avia S.A.S.’s Platform regarding prices, qualities and characteristics of Tourist Services, availability, terms of sale, restrictions, cancellation or refund policies, among other matters, is established and provided by the Providers of Tourist Services online and in real time.

In its capacity as intermediary, Operadora de Hoteles Avia S.A.S. informs You about the characteristics of the Tourist Services, manages Your Purchase Requests with the Providers, collects the applicable fares and assists You in seeking solutions if a question or issue arises. Operadora de Hoteles Avia S.A.S. makes every effort to provide correct and accurate information, but accepts no responsibility for errors (such as obvious and typographical errors), interruptions (due to temporary and/or partial server outages or maintenance), inaccuracies, or misleading or false information provided by the Providers of the Tourist Services.

Operadora de Hoteles Avia S.A.S. is not, and must not be construed as, an endorsement of the quality, service level and/or rating or classification of any Tourist Service available on the Platform. We recommend reading the reviews from other passengers shown on the Platform to learn about the Tourist Service(s) selected and determine whether they meet Your needs and expectations.

The Platform may contain links and addresses to other Internet sites, resources and sponsors of the Platform. Links from the Platform (in either direction) to other third-party sites maintained by third parties do not constitute a recommendation by Operadora de Hoteles Avia S.A.S. of any third party, its websites or their content. Operadora de Hoteles Avia S.A.S. is in no way responsible for third-party sites or resources, and your use of such sites and resources is not governed by these terms and conditions.

In any event, to submit a complaint concerning advertising Content posted on the Portal, you may write to the following email address: servicioalcliente@aviatur.com, and the advertiser will be contacted from there.

SPAM

The laws in force in Colombian territory shall apply. An email may not be considered SPAM as long as it includes a way to unsubscribe.

RESPONSIBLE BEHAVIOR AND COMMITMENTS TOWARD DESTINATIONS:

The Organization Operadora de Hoteles Avia S.A.S. offers tourism products and services, carrying out its management and activities within the legal framework applicable to us, promoting sustainability through measures to mitigate, control and prevent environmental, sociocultural and economic impacts, through programs that foster the development of regions and raise awareness among our employees, customers, suppliers and guests regarding the conservation and preservation of nature, highlighting their rights and duties in their commitment to sustainability, ensuring the continuous improvement of each activity, allocating the resources necessary for its operation, and training our employees. Accordingly, we make the following recommendations to our users in support of the sustainability that characterizes us as an Agency:

Do not remove plant and/or animal species from their natural habitat. This is an environmental crime.
Do not introduce exotic species of fauna or flora. This causes serious disruption to the natural habitat of plant and animal species and their food chains.
Do not feed wild animals directly. Feeding must be controlled and supervised by wildlife management experts.
Do not make excessive noise, as it may disturb the natural environment and local wildlife.
Do not burn waste or light campfires. The gases produced during burning may be toxic and can cause serious harm to the ecosystems and communities where it takes place.
Do not improperly dispose of the solid waste generated.

Please observe the recommendations regarding admission, conduct, length of stay, respect and preservation specific to these tourist destinations.

AGAINST CHILD PORNOGRAPHY AND SEX TOURISM:

In accordance with Law 679 of August 3, 2001, enacted by the Congress of the Republic, which establishes provisions to prevent and combat the exploitation, pornography and sex tourism involving minors.

In accordance with that Law, everyone must prevent, block, combat, and report the exploitation, accommodation, use, publication, or dissemination of images, texts, documents, audiovisual files, misuse of global information networks, or establishment of telematic links of any kind related to pornographic material or material referring to the sexual activities of minors.

Pursuant to Article 17 of Law 679 of 2001, the agency advises tourists that the sexual exploitation and abuse of minors in the country are subject to criminal and administrative penalties under applicable law. Likewise, in order to comply with Resolution 3840 of December 24, 2009, and Article 1 of Law 1336 of July 21, 2009, Operadora de Hoteles Avia S.A.S. adopted a Code of Conduct to prevent and deter the sexual exploitation of children and adolescents in tourism.

Accordingly, the User understands and refrains from engaging in any activity, action or omission intended to facilitate sexual activities involving minors and agrees to immediately report any suspicion to the competent authorities.

MONEY LAUNDERING AND TERRORIST FINANCING:

Operadora de Hoteles Avia S.A.S. declares that it does not appear on any local or international list established for the prevention of money laundering and terrorist financing. Likewise, pursuant to its Anti-Money Laundering Prevention System, it will verify that its subcontractors, suppliers, members of its board of directors or partners’ assembly, legal representatives, statutory auditor, customers, and passengers do not appear on such lists either.

The User knowingly, understandingly, voluntarily and unequivocally accepts that Grupo Empresarial Operadora de Hoteles Avia S.A.S., in compliance with its legal obligation to prevent and control money laundering and terrorist financing, and in accordance with the Constitutional Court’s case law on the matter, may, as an objective ground, unilaterally terminate the provision of services without prior notice if the User’s name has been included on international lists such as those of the UN or OFAC, the latter commonly known as the Clinton List. It may likewise terminate the services when the User, as an individual: i- registers a person included on any of these lists; ii- has been convicted by the competent authorities of conduct related to illicit activities and/or money laundering, terrorist financing and/or any related offences covered by the Colombian Criminal Code and/or any rules amending, adding to or supplementing it.

EQUITY, DIVERSITY AND INCLUSION POLICY:

Operadora de Hoteles Avia S.A.S. has a Diversity, Equity and Inclusion policy focused on respect, integrity, transparency and fairness in the workplace. It promotes diversity, inclusion and retention for all employees, ensuring discrimination-free processes and recognizing each person’s individuality. This policy includes measures to prevent and address discrimination complaints and applies globally to partners, executives, employees, suppliers and customers. Failure to comply may result in the termination of contracts or agreements with suppliers and customers.

HABEAS DATA

When purchasing through our website, the user authorizes Operadora de Hoteles Avia S.A.S. and its affiliates to consult, request, provide, report, process and disclose to third parties, or to the information bureau TRANSUNION, and/or CYBERSOURCE, and/or Evertec Colombia S.A.S., and/or Place to Pay (the payment platform used on this website), or equivalent entities in other countries, all information relating to the user’s credit, financial, commercial or service history, resulting in a credit inquiry record.

DATA PROTECTION

This website, pursuant to Law 1581 of 2012, Decree 1377 of 2013, Decree 1074 of 2015, and other regulations in force concerning the protection of personal data, as well as Law 1266 of 2008, implements its data protection policy, which seeks to guarantee the protection and storage of databases containing personal or socially relevant information and to safeguard the fundamental rights of our customers. We invite you to review it at: Privacy and Personal Data Processing Policy.When purchasing through our website, and taking into account the nature of the services and the intermediary role performed, you authorize Operadora de Hoteles Avia S.A.S. to consult, store, administer, transmit, or transfer to legally authorized entities and service providers the personal information supplied for the purpose of providing agency services and arising from all functions directly or indirectly entrusted to travel agencies or that may be entrusted to them in the future.If you provide personal information belonging to third parties, you do so as the data controller pursuant to Law 1581 of 2012; therefore, you declare that you have the express authorization of the personal data subject and authorize the travel agency to transmit and, generally, process such personal information solely for subsequent commercial contact. Information is transmitted because, in order to provide the relevant services, Operadora de Hoteles Avia S.A.S. must provide third parties’ personal information to contracted suppliers, a circumstance of which you are aware, which you accept, and about which you have informed the data subjects in your capacity as data controller.If you provide personal data belonging to minors or persons under judicial guardianship, you guarantee that you do so as the representative of that minor or person under guardianship, that the minor was heard and their fundamental rights were respected, or that you have the authorization of the respective data subjects. Data belonging to minors, which are subject to special protection, will be processed in accordance with the applicable legislation and our personal data policy available at www.aviatur.com. Any matter you wish to raise concerning personal data protection may be submitted to privacidad@aviatur.com.You must complete all fields with accurate data in order to make valid reservations for Tourist Services through Operadora de Hoteles Avia S.A.S. By entering your personal data on the Platform, you declare that such data (the “Personal Data”) is accurate, precise, and truthful, and undertake to update it as necessary. Operadora de Hoteles Avia S.A.S. is not responsible for the accuracy of the Personal Data you provide. You guarantee and are responsible for the truthfulness, accuracy, currency, and authenticity of the Personal Data entered. Remember that all your data must exactly match your Travel Documentation.