Cancellation and Refund Policy

Last updated: June 7, 2026 Platform operator: Softdev SAS — NIT 901.684.411-7 Website: tripii.co

1. Scope

This Cancellation and Refund Policy applies to all bookings made through the Tripii platform (tripii.co and associated agency domains), regardless of the operating agency, the type of experience, or the payment method selected.

By completing a booking on Tripii, you accept the terms set forth in this document, as well as the specific cancellation conditions that each agency defines for its experiences.

2. Tripii's Role as an Intermediary

Tripii is a technology-based intermediation platform (marketplace) that connects travelers with tourism agencies. Please keep the following in mind:

• Tripii is NOT the tourism service provider. Each experience is operated by an independent agency registered on the platform.
• Tripii does NOT hold your payment funds. Payments are processed directly to the operating agency's MercadoPago account.
• Tripii does NOT have the unilateral authority to issue refunds. Refunds must be initiated by the agency through its MercadoPago account.
• Tripii acts as a facilitator of communication between travelers and agencies and may mediate disputes in good faith, without this constituting a contractual obligation.

The operating agency is directly responsible for fulfilling the contracted service and for the cancellation policies applicable to each experience.

3. Agency-Specific Cancellation Policies

3.1. Agency Autonomy

Each agency defines its own cancellation conditions for each experience published on Tripii. These conditions may vary depending on:

• The type of experience (adventure, cultural, gastronomic, etc.)
• How far in advance the cancellation is made
• The payment method (full payment, deposit, or reserve without payment)
• The season or specific dates

3.2. Visibility Before Purchase

The cancellation conditions for each experience are displayed prominently before you complete the checkout process. By confirming your booking, you acknowledge that you have read and accepted those specific conditions.

3.3. Hierarchy of Terms

In case of conflict between an agency's specific conditions and this general policy:

• The provisions of Colombian law (Ley 1480 de 2011) shall prevail.
• For matters not regulated by law, the agency's specific conditions shall prevail, provided they are not abusive or contrary to consumer rights.

4. General Cancellation Rules

4.1. Cancellation by the Traveler

If you need to cancel your booking, here is the process:

1. Request the cancellation by contacting the operating agency directly through the channels indicated in your booking confirmation (WhatsApp, email, or phone).
2. Recommended timeframe: We suggest you request the cancellation as far in advance as possible. The sooner you do so, the greater the chances of obtaining a full or partial refund, depending on the agency's conditions.
3. Confirmation: The agency will confirm the cancellation and, if applicable, will initiate the refund process.

General indicative timeframes (unless the agency establishes different conditions):

Note: These timeframes are indicative only. The binding conditions are those established by the agency for each experience, which you accepted at the time of booking.

4.2. Cancellation by the Agency

The agency may cancel an experience for operational, logistical, or safety reasons. In that case, the agency is required to:

1. Notify you of the cancellation as far in advance as possible.
2. Offer you alternatives, which may include:
   • Rescheduling to another available date at no additional cost.
   • A change to an experience of equivalent value.
   • A full refund of the amount paid (including the insurance fee).
3. Process the refund within a maximum of 10 business days if you choose that option.

4.3. Cancellation Due to Force Majeure

Force majeure refers to any unforeseeable, irresistible, and external event that prevents the provision of the service, including but not limited to:

• Adverse weather conditions (storms, flash floods, landslides)
• Natural disasters (earthquakes, volcanic eruptions, floods)
• Health emergencies or pandemics
• Government orders or road closures
• Public order conflicts affecting the area of the experience

In the event of force majeure:

• The agency will notify you as soon as possible and offer rescheduling at no additional cost.
• If rescheduling is not possible or does not suit you, you are entitled to a full refund.
• None of the parties (agency, traveler, or Tripii) shall be liable for damages arising from the force majeure event.

5. Right of Withdrawal (Ley 1480 de 2011, Art. 47)

5.1. Your Right

In accordance with Article 47 of Ley 1480 de 2011 (Colombian Consumer Protection Statute), you have the right to withdraw from your purchase made remotely (via the internet) within five (5) business days following the date of the transaction, without the need to justify your decision and without any penalty being applied.

5.2. How to Exercise the Right of Withdrawal

To exercise your right of withdrawal:

1. Contact the operating agency within the 5-business-day period.
2. Provide your full name, booking number, and your intention to withdraw.
3. The agency must process the full refund within a maximum of 30 calendar days, as required by law.

You may also contact Tripii at soporte@tripii.co for assistance with the process.

5.3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases, in accordance with the law:

• When the service has already been rendered (the experience has already taken place).
• When the service began with the prior and express consent of the consumer, with the understanding that the right of withdrawal would be forfeited.
• Services whose price depends on financial market fluctuations beyond the provider's control.

Important note: For experiences with a fixed date (FIXED_SLOT) scheduled to take place within the withdrawal period, the right remains in effect until the day of the experience or until the 5-business-day period expires, whichever comes first.

6. Refund Process

6.1. Refund Initiation

Refunds are initiated exclusively by the operating agency through its MercadoPago account. Tripii does not have access to the funds and cannot process refunds directly.

6.2. Processing Timeframes

Once the agency initiates the refund through MercadoPago, the crediting times depend on the original payment method:

These timeframes are established by MercadoPago and financial institutions. Neither the agency nor Tripii can expedite bank processing times.

6.3. Partial Refunds (Deposit Bookings)

If your booking was made under the deposit (DEPOSIT) method:

• The refund applies only to the amount actually paid.
• If you canceled within the permitted terms, the deposit paid will be refunded, minus any applicable deductions according to the agency's policy.
• If the agency cancels the experience, 100% of the deposit paid will be refunded.

6.4. Bookings Without Payment (RESERVE_WITHOUT_PAYMENT)

If your booking was made without an advance payment, the cancellation does not generate any refund since no financial transaction took place. Your spot will simply be released.

7. No-Show Policy

A no-show occurs when the traveler does not appear at the meeting point on the indicated date and time, without having previously notified their cancellation.

In the event of a no-show:

• There is no right to a refund, unless the agency decides otherwise at its discretion.
• The spot is considered used, and the agency is not obligated to reschedule the experience.
• If the experience was paid with a deposit, the deposit is forfeited.

Recommendation: If you know you will not be able to attend, contact the agency in advance. Many agencies are flexible and may offer you a reschedule if you notify them in time.

8. Booking Modifications

8.1. Date Change

• The possibility of changing the date of your experience depends on availability and the agency's policy.
• Request the change by contacting the agency directly as far in advance as possible.
• Some date changes may be subject to additional charges if there is a fare difference between the dates.
• If there is no availability on the desired new date, you may keep your original booking or request a cancellation under the applicable terms.

8.2. Participant Change

• You may request a change of participant details (name, ID document, age) by contacting the agency before the experience.
• The change is subject to the agency's approval and may require updated documents (insurance, parental consent for minors, etc.).
• Participant changes are not permitted on the day of the experience or after the deadline established by the agency.

8.3. Change in Number of Participants

• Adding participants: Subject to spot availability. May require an additional payment.
• Reducing participants: This is treated as a partial cancellation. The agency's cancellation conditions apply to the amount corresponding to the removed participants.

9. Dispute Resolution

If you encounter an issue with your booking, cancellation, or refund, follow these steps:

Step 1: Contact the Agency Directly

The agency is responsible for the service and the refund. Reach out to them through the contact information provided in your booking confirmation. Most issues are resolved directly with the agency.

Step 2: Request Mediation from Tripii

If you are unable to reach a satisfactory resolution with the agency, you may contact Tripii at soporte@tripii.co indicating:

• Your full name
• Booking number
• Description of the issue
• Previous communications with the agency

Tripii will make its best efforts to mediate between the parties and facilitate a resolution. However, this mediation is conducted in good faith and does not constitute a contractual obligation of result, given that Tripii is not a party to the tourism service relationship.

Step 3: Superintendencia de Industria y Comercio (SIC)

If you have exhausted the previous steps without obtaining a satisfactory resolution, you may file a complaint with the Superintendencia de Industria y Comercio (SIC), the consumer protection authority in Colombia:

• Website: www.sic.gov.co
• Hotline: 01 8000 910 165
• Main office: Carrera 13 No. 27-00, Floors 1 through 7, Bogota D.C.

The SIC may process complaints, investigate, and impose sanctions for violations of consumer rights.

10. Insurance Fee

All bookings include an insurance fee per person, the amount of which is indicated in the details of each experience and in the checkout summary. This fee covers assistance insurance during the experience.

• This fee is non-refundable in cases of voluntary cancellation by the traveler.
• In the event of cancellation by the agency or due to force majeure, the insurance fee will be refunded as part of the full refund.
• The insurance fee is itemized in your booking details before checkout.

11. Taxes

• All prices listed on Tripii include IVA (19%).
• In the event of a refund, IVA is refunded proportionally to the amount returned.
• Tripii does not issue invoices to the traveler for the tourism service (invoicing is the agency's responsibility). Tripii issues an invoice for its intermediation fee to the agency.

12. Contact

If you have questions about this policy or need assistance with a cancellation:

• Email: soporte@tripii.co
• WhatsApp: Available in the help section of the platform

Business hours: Monday through Friday, 8:00 a.m. to 6:00 p.m. (Colombia time, GMT-5). Messages received outside business hours will be addressed on the next business day.

13. Changes to This Policy

Tripii reserves the right to modify this policy at any time. Changes will be published on the platform and will take effect upon publication. Bookings made before a modification will be governed by the policy in effect at the time of booking.

Softdev SAS — Operator of the Tripii platform Cra 54c #143a-96, Plazuela de Moretto casa 6, Bogota, Colombia