Refund Policy

1. Introduction

2. Definitions

1. Booking Fee: A non-service payment charged at the time of reservation to secure a particular service slot or appointment. The booking fee does not include the full service cost; it reserves our team’s availability until the service is finalized.
2. Service Confirmation: The point at which a client and Colcierge agree on all details (date, time, scope, price, and any special requests), after which the full service cost (beyond the booking fee) is collected or invoiced.
3. Client-Initiated Cancellation: Any cancellation request made by the client, whether before Service Confirmation or after.
4. Company-Initiated Cancellation: Any cancellation of a confirmed service by Colcierge due to unforeseen circumstances (e.g., supplier unavailability, force majeure, or operational constraints).
5. 48-Hour Window: The period of forty-eight (48) consecutive hours immediately following the date and time that the booking fee is paid.

3. Scope of This Policy

• Refunds of booking fees when the client does not finalize a service within 48 hours.
• Refunds (including booking fee and any additional payments) if Colcierge cancels a confirmed service.
• Any further investigations related to disputes or special circumstances.

4. Booking Fee Refund (Unconfirmed Services)

1. Automatic Full Refund if Service Not Finalized Within 48 Hours
   • If you pay the booking fee but do not confirm (reserve) the actual service details—such as date, time, itinerary, or scope—within 48 hours of your booking fee payment, Colcierge will automatically initiate a full refund of that booking fee.
   • Example: You pay a $50 booking fee for a Guatapé Tour on June 1 at 10:00 AM. If by June 3 at 10:00 AM you have not finalized your service details (e.g., chosen a departure time, agreed on transportation, or signed the service contract), you are entitled to a full $50 refund, which will be issued within seven (7) business days.
2. How It Works
   • Start of 48-Hour Window: The moment your booking fee is successfully processed.
   • End of 48-Hour Window: Exactly forty-eight hours later. If no Service Confirmation is logged in our system by that point, our finance team will process the refund automatically (no action required on your part).
   • Refund Method: We will return the booking fee via the same payment method originally used (credit/debit card, PayPal, etc.). In the event that original payment details are no longer valid, our team will contact you to arrange an alternative refund method (e.g., bank transfer).
3. Exceptions & Notes
   • If you reach out to a Colcierge representative within the 48-hour window to request an extension (for example, due to extenuating circumstances such as travel delays), we may grant a one-time 24-hour extension at our discretion. Any granted extension must be confirmed in writing.
   • Once the service is confirmed, even if it occurs after 48 hours, the booking fee becomes non-refundable under Section 5 (unless the service is later canceled by Colcierge).

5. Refunds for Company-Initiated Cancellations

1. Full Refund of All Amounts Paid
   • In the rare event that Colcierge cancels a confirmed service—due to supplier unavailability, force majeure (e.g., natural disasters, government restrictions), safety concerns, or any other reason outside our reasonable control—you will receive a full refund of all amounts paid for that service. This includes:
     • The original booking fee.
     • Any additional service charges already collected (e.g., vendor fees, transportation costs).
2. Process & Timeline
   • Notification: We will notify you (via email and/or phone) as soon as practicable once a cancellation is confirmed on our end.
   • Refund Issuance: Within seven (7) business days of the cancellation notice, we will process a full refund using your original payment method. If your original method is no longer available, our team will contact you to arrange an alternative refund.
   • Alternative Arrangements: Whenever possible, we will offer to reschedule or suggest an alternative service of equal or greater value before issuing a refund. Should you accept the alternative, the original booking fee may be applied to the new service at no extra charge.
3. Investigations & Dispute Resolution
   • If you believe that circumstances surrounding our cancellation warrant additional compensation (e.g., pre-paid third-party expenses, non-refundable hotel costs), please submit documentation within 30 days of notification. We will investigate on a case-by-case basis and, at our discretion, may offer goodwill credits or partial reimbursement for verifiable out-of-pocket costs.
   • All claims must be emailed to info@colcierge.com with “CANCELLATION COMPENSATION” in the subject line, including:
     1. Your original booking reference.
     2. Date of the canceled service.
     3. Copies of receipts or proofs of payment for third-party costs.
   • We aim to resolve such investigations within fifteen (15) business days of receiving all required documentation.

6. Client-Initiated Cancellations (Additional Guidance)

1. Cancellation Before Service Confirmation (Within 48 Hours)
   • If you confirm the service details within 48 hours but then cancel before the service date (and before the service provider has been dispatched), the booking fee becomes non-refundable. However, any additional amounts that have not yet been remitted to third parties (e.g., hotels, tour operators) may be partially refundable.
   • Colcierge will make reasonable efforts to obtain refunds from third parties. Any recovered amounts (minus a 10% administrative fee) will be returned to you.
2. Cancellation After Service Confirmation 
   • If you cancel more than 48 hours but less than 72 hours before your scheduled service start time, 50% of the total service cost (excluding non-refundable third-party fees) will be refunded. Any refundable portions of third-party fees will be returned to you in full.
   • No portion of the booking fee is refundable at this stage.
3. Cancellation Within 72 Hours of Service Date or No-Shows
   • If you cancel within 72 hours of the scheduled start time or fail to show up (“no-show”), no refund will be issued, and you remain responsible for the full service cost.
   • In certain emergencies (e.g., medical emergencies requiring official documentation), Colcierge may, at its discretion, offer a partial credit toward a future service. These requests must be submitted in writing to info@colcierge.com within seven (7) days of the originally scheduled service date.
4. How to Cancel
   • To cancel any requested or confirmed service, please email info@colcierge.com or call +57 (4) 1234 5678 immediately, quoting your booking reference. Cancellations are only effective once you receive a written cancellation confirmation from Colcierge.

7. Non-Refundable Fees & Exceptions

1. Third-Party Non-Refundable Charges
   • Certain vendors (e.g., specialty tour operators, restaurant reservations, private chauffeurs) may impose strict non-refundable deposits. In those cases, Colcierge will clearly indicate at the time of booking whether any portion of your payment is non-refundable.
   • Our own administrative or processing fees (for example, a special‐request coordination fee) are also non-refundable once services are rendered or suppliers are contracted.
2. Force Majeure
   • Colcierge is not responsible for failure to provide services due to circumstances beyond our reasonable control, including but not limited to acts of God, government restrictions, war, strikes, or sudden medical emergencies. In these situations, we will coordinate the best possible alternative or refund as outlined in Section 5.
3. Fraudulent Activity
   • If a booking fee was paid using a stolen or fraudulent payment method, the transaction will be voided immediately upon discovery, and any refund (if applicable) will be processed to the rightful cardholder via the original payment processor.

8. How to Request a Refund

1. Automatic Refund (Unconfirmed Services)
   • No action is required from your side. If no service is finalized within 48 hours of payment, Colcierge will process a full refund automatically.
2. Company-Initiated Cancellation
   • We will notify you directly if we need to cancel. You do not need to submit a claim; the refund will be processed automatically within seven (7) business days of cancellation notice.
3. Client-Initiated Cancellation (After Confirmation)
   • Send an email to info@colcierge.com with:
     • Subject line: “REFUND REQUEST – [Your Booking Reference]”
     • Body: A brief explanation of your cancellation reason and the date you wish to cancel.
   • Include any supporting documentation (e.g., proof of emergency, travel restrictions).
   • Our team will acknowledge receipt within one (1) business day and process any eligible refund within seven (7) business days of final approval.
4. Additional Compensation Claims (Company-Canceled Services)
   • If you believe you are owed more than a full refund (for example, third-party non-refundable expenses), please follow the instructions in Section 5.3 (“Investigations & Dispute Resolution”) within thirty (30) days of cancellation notification.

9. Refund Timeline & Method

1. Timeline
   • Automatic 48-Hour Booking Fee Refunds: Processed within seven (7) business days after the 48-hour window closes; funds typically appear on your statement within 5–10 business days, depending on your bank or payment provider.
   • Company-Initiated Cancellation Refunds: Processed within seven (7) business days of cancellation notice; statement posting time of 5–10 business days follows.
   • Client-Initiated Cancellation After Confirmation: If eligible, refunds processed within seven (7) business days of approval.
2. Method
   • Refunds are issued to the original payment method whenever possible. If that method is no longer valid (expired card, closed account), we will contact you to arrange an alternative (e.g., bank transfer). Failure to respond within fourteen (14) days may result in a delay or forfeiture of the refund—please keep your contact information up to date.

10. How to Contact Us

• Email: info@colcierge.com
• Phone (Colombia): +57 (4) 1234 5678
• Business Hours: Monday–Friday, 9:00 AM–6:00 PM (Colombia Time, UTC−05:00)

11. Changes to This Policy