Change and Cancellation Policies

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1. Changes and cancellations can ONLY be made through Emporia DMC. Please DO NOT contact our suppliers, drivers or service guides directly to request changes or refunds, all requests must be channeled through Emporia DMC  at incoming@emporiadmc.com or at their phone lines (+57) 3145886373 o (+57) 3244772901.
2. Changes and / or cancellations may involve retentions of the total amount paid up to an amount of 100% of the value of the package booked. The amount of this retention will depend on the dates of Check in of the trip, the conditions that the operator has in Hotels, Tours, Guides, etc., and the day in which the cancellation of the contracted travel service is required. Cancellation policies without penalty apply only to cancellations made 8 days prior to the date of the service. Once the date of the day of the service has arrived, no refunds will be made for unused tickets. When the reservation is accepted by the passenger, it is very important that he/she is clear about the cancellation policies and penalties, since all the contracts of the operators with Hotels, Tours, Guides, etc, and other services, are different and it is important to take into account the cancellation policies for each service before making a reservation with Emporia DMC.
3. The fares purchased with Emporia DMC corresponden a las tarifas disponibles, una vez el cliente las acepte no hay lugar a reclamos si el pasajero encuentra una tarifa más económica después de prepagar el servicio.
4. Age restrictions apply to reservations for some services. As a general rule, you must be at least 18 years of age to drink alcohol in Colombia. Please check service details for specific age restrictions for each activity.
5. Reservations are subject to availability of tour products and rates are only guaranteed once the service viewed has been booked and confirmed with Emporia DMC, as rates are subject to change without notice.
6. A reservation that is on request may take up to 24 hours for a response. The fact of having the reservation on request does not imply that it will be confirmed after the mentioned time.
7. Special requirements for services should preferably be requested in writing when making the reservation request and it is the operator's decision to offer or NOT to offer them. Please note that such special requirements are upon request and are not guaranteed.
8. The services offered free of charge by the operators, may or may not be provided, since they are FREE and at any time may refrain from providing them, this service does NOT give rise to reimbursement. To access this type of services, the client must consult the conditions under which they apply through the agency's advisor or consulting the tariff.
9. It is important to take into account the services offered included, since there are additional charges (Fee or Tax) that cannot be prepaid. And these additional charges and / or extra charges are mandatory and must be paid at destination. These extra charges should always be consulted with the agency's advisor or in the tariff.
10. The cancellation policies and penalties will be reflected before the reservation is made. Once the voucher of the service taken is issued, it will be governed under the conditions stipulated in these regulations, which we assume have been accepted by the passenger and those who have taken the reservations with Emporia DMC.
11. Please note that the cancellation policy schedules that apply to the reservations “Transfers, Tours and others”, are those of the operator and apply according to the conditions in which the service will develop (weather changes, protests, irregular traffic, construction, etc) reserved with Emporia DMC.
12. In the moment that the word NON REFUNDABLE or similar appears on the reservation, the penalty of 100% of the service will be applied, therefore it is non-refundable and no claim request will be accepted in any form regardless of the date of the Check of the service.
13. If a reservation is confirmed and the passenger decides to cancel it after the penalty dates. Emporia DMC will charge no show or fee according to the operator's conditions that apply to the case being handled.
14. If the reservation is on request, the operator confirms it and it was not cancelled according to the date stipulated by the operator, the respective penalty will be applied. For reservations that are on the waiting list, on request or requested, and are also within the cancellation policies, and were not confirmed, no charge will be incurred.
15. Any claim must be sent in writing with the subject Petitions, Complaints and Claims incoming@emporiadmc.com, and must also have the necessary physical supports “names, dates, evidences” in order to process the inconvenience presented. Emporia DMC Transportation and Events SAS only accepts claims within 30 days from the date of the service and the response may take from 1 to 14 days after submitting the claim, since it depends on the response from the suppliers, among those are the island operators, drivers, guides, restaurants, etc.
16. The vouchers issued by Emporia DMC are NOT modifiable, since this would involve the alteration of a document that has a commercial value. For this reason, they are sent as they are issued by the system to each of our operators, or have been made by Emporia DMC Transport and Events SAS, which becomes a title with commercial value.
17. The service voucher is the confirmation of the services offered and booked through Emporia DMC. Once the voucher is issued, the client must review and approve the acceptance of the service voucher according to the confirmation and settlement previously informed. It is the client's duty, before taking the service, to know the cancellation policies and penalties of the reservation made.

Transfers

For customers booking transfer services through Emporia DMC the following conditions apply:

1. The CUSTOMER is solely responsible for confirming the flight numbers and/or shall inform Emporia DMC of any changes in the flights and/or flight schedule, in case of any modification of the booked flights.
2. In the event that the information provided is incorrect, Emporia DMC disclaims any liability and cannot guarantee the correct provision of the service.
3. In some destinations, a fee may apply for children under 2 years of age occupying a seat.
4. Once the transfer reservation has been made, Emporia DMC issues a voucher with the reservation number which must be printed and presented as proof of the reservation.
5. The customer must check that the information included in the voucher is correct and if not, inform Emporia DMC.
6. On the voucher you will find all the information necessary to locate the point of origin of the transport, as well as the supplier's telephone number and Emporia DMCcontact information to verify the reservation and obtain information in case of possible contingencies.
7. Any modification to the reservation requested by the client will be subject to the application of additional charges.
8. Modifications requested less than 48 hours prior to the travel date are subject to confirmation and availability.
9. changes may include supplementary charges depending on cancellation policies.
10. In case of cancellation without prior notice by the passenger or within the deadlines, an amount of up to 100% of the total value of the reserved service may be charged.
11. In case of NO SHOW by the passenger, without prior notice to  Emporia DMC , it will be treated as an unjustified cancellation and no refund will be made.
12. It is recommended that the passenger arrive at the point indicated to take the service at least 10 minutes before the scheduled departure time. If the passenger arrives later than the scheduled departure time,  Emporia DMC will consider the passenger to have missed the means of transportation.  Emporia DMC shall not be liable for the loss of any service as a result of late arrival, and shall not be obliged either to delay any vehicle in order to wait for the passenger's arrival, or to provide a seat on another service if the passenger misses the transportation.
13. It is understood that the passenger will carry all luggage and that such luggage and personal belongings are transported under the sole responsibility of the user. Passengers are advised to be present during baggage handling, loading and unloading.
14. Transfer operators contracted through Emporia DMC reserve the right to refuse transportation to any person deemed to be under the influence of alcohol and/or illegal substances or whose behavior poses a threat to the driver, vehicle or other passengers.
15. The passenger shall be liable for damages caused in the event of misconduct or vandalism.
16. In addition to the preceding points, the terms and conditions of each of the companies providing transportation services shall apply.