Private travel, thoughtfully designed and carefully coordinated.
These Terms & Conditions establish the terms under which SERTURIM offers, markets, coordinates and provides private and personalized travel services and experiences in Colombia.
By requesting a quotation, accepting a proposal, making a reservation or purchasing a SERTURIM service, the client acknowledges having had access to these Terms & Conditions and accepts the provisions applicable to the relevant booking, without prejudice to any mandatory rights granted under Colombian law.
1. ABOUT SERTURIM
SERTURIM, identified by Colombian Tax Identification Number (NIT) 71.684.092-1, with its domicile in Medellín, Antioquia, Colombia, develops and markets private and personalized travel experiences and tourism services in Colombia.
SERTURIM is designed for travelers who value privacy, personal attention, local expertise and journeys thoughtfully created around their individual interests and preferences.
Email: info@serturim.com
Phone / WhatsApp: +57 312 855 5988
Domicile: Medellín, Antioquia, Colombia.
2. SCOPE
These Terms & Conditions govern the relationship between SERTURIM and the client in connection with requests, quotations, reservations and purchases of SERTURIM travel experiences and services.
They apply to bookings made through the SERTURIM website, email, WhatsApp, telephone, social media, direct communications and other official SERTURIM channels.
Specific terms contained in a quotation, proposal, itinerary, booking confirmation or contractual document form an integral part of the agreement and prevail over these general terms where they expressly regulate a specific matter.
3. THE SERTURIM EXPERIENCE
SERTURIM specializes in private and personalized travel experiences.
Unless expressly stated otherwise:
- experiences are not shared with unrelated travelers;
- transportation is private when included;
- a dedicated guide or host may be provided;
- itineraries may be designed around the traveler’s interests;
- the pace of the experience may reasonably be adapted;
- certain services may be delivered by specialized third-party providers.
The private nature of an experience does not mean that every individual component is directly provided by SERTURIM.
4. QUOTATIONS AND PROPOSALS
Quotations are subject to the validity period stated in the applicable proposal and to actual availability.
A quotation does not constitute a confirmed booking by itself.
Prices, inclusions, exclusions, duration, payment terms, amendment conditions and other characteristics will be those stated in the applicable proposal.
SERTURIM will seek to provide information that is clear, sufficient, accurate and up to date in accordance with Colombian consumer-protection requirements.
5. BOOKING CONFIRMATION
A booking will be considered confirmed when:
- the client has accepted the applicable proposal;
- the required information has been provided;
- the required payment or deposit has been received; and
- SERTURIM has confirmed the booking in writing.
Until confirmation is issued, availability is not guaranteed.
6. PRICES AND PAYMENT
Payment terms will be stated in the applicable quotation or booking confirmation.
Depending on the nature of the service, SERTURIM may require a deposit, full advance payment, installments or advance payments required by third-party suppliers.
Where third-party services are subject to specific payment terms, these conditions will be disclosed where applicable.
The confirmed price will be the price stated in the accepted proposal, subject to client-requested changes or circumstances expressly contemplated in the booking.
7. CLIENT-REQUESTED CHANGES
SERTURIM will make reasonable efforts to accommodate requested itinerary changes.
Changes remain subject to availability and may involve fare differences or costs imposed by third-party providers.
No change shall be considered confirmed until expressly accepted by SERTURIM.
8. CANCELLATIONS
The cancellation terms applicable to each booking will be those stated in the relevant quotation, proposal or booking confirmation.
This approach allows cancellation terms to reflect the actual nature of each experience, including third-party reservations, tickets, hotels, restaurants, transportation, limited-capacity activities, non-refundable deposits and specific travel dates.
Where non-refundable amounts have already been committed to third parties, these will be disclosed where applicable.
Nothing in this section limits mandatory consumer rights under Colombian law.
9. NO-SHOW
If a client fails to appear or does not use previously agreed tourism services, the consequences established in the applicable booking conditions may apply.
Under Article 65 of Colombian Law 300 of 1996, where previously agreed, the tourism provider may charge 20% of the established price or tariff, or retain the deposit or advance payment received.
10. STATUTORY RIGHT OF WITHDRAWAL
Where legally applicable, the client may exercise the statutory right of withdrawal under Article 47 of Colombian Law 1480 of 2011 and its amendments.
For applicable distance or non-traditional service contracts, the general withdrawal period is five (5) business days from the conclusion of the contract, subject to statutory exceptions.
Exceptions include, among others, services whose performance has already commenced with the consumer’s agreement and certain personalized services.
Where a refund is legally due following withdrawal, the applicable maximum refund period is currently fifteen (15) calendar days, in accordance with Law 2439 of 2024 and Constitutional Court Decision C-192 of 2026.
11. PAYMENT REVERSAL
Where legally applicable, consumers may request payment reversal in accordance with Colombian law governing electronic transactions.
Applicable procedures, requirements and deadlines will be those established by Colombian law and the entities participating in the payment transaction.
12. THIRD-PARTY SERVICES
A SERTURIM journey may include services provided by specialized third parties, including hotels, restaurants, transportation providers, guides, activity operators, attractions, boats, airlines and other tourism providers.
SERTURIM will seek to select and coordinate providers consistent with the quality standards of the experience offered.
Where third-party terms apply, they may form part of the booking and will be communicated where applicable.
Nothing in this section excludes any liability legally applicable to SERTURIM.
13. DELIVERY OF CONTRACTED SERVICES
SERTURIM will seek to provide services in accordance with the conditions offered and accepted by the client.
Where an exact contracted service cannot reasonably be provided due to justified operational circumstances, SERTURIM will seek to provide a reasonable alternative of equivalent quality.
Where legally applicable, the client retains all rights arising from a total or partial failure to provide contracted services.
14. OPERATIONAL AND SAFETY CHANGES
SERTURIM may make reasonable itinerary adjustments where necessary due to weather, road closures, access restrictions, government decisions, attraction availability, safety conditions, supplier changes, maintenance or extraordinary circumstances.
Where possible, the client will be informed in advance and a suitable alternative will be sought.
15. FORCE MAJEURE
SERTURIM shall not be responsible for inability to perform where directly caused by unforeseeable, unavoidable circumstances beyond its reasonable control.
Such circumstances may include natural disasters, extreme weather, health emergencies, conflict, civil unrest, government decisions, road closures, strikes, governmental restrictions or extraordinary security situations.
Mandatory consumer rights remain unaffected.
16. TIMING AND PUNCTUALITY
SERTURIM experiences are designed to provide flexibility, but certain services depend on fixed schedules.
Clients must arrive at agreed meeting points at the agreed times.
Late arrival may result in partial or complete loss of time-sensitive activities, reservations, tickets or services.
SERTURIM will make reasonable efforts to adapt an itinerary where possible but cannot guarantee that third-party providers will modify their terms without additional cost.
17. TRAVEL DOCUMENTS
Each traveler is responsible for holding all documents required for their journey, including passports, visas, identification documents, permits, immigration requirements and authorizations for minors where applicable.
SERTURIM may provide general guidance, but travelers remain responsible for verifying official requirements applicable to their nationality and circumstances.
18. TRAVEL INSURANCE
SERTURIM strongly recommends appropriate travel insurance.
Depending on the itinerary, travelers should consider medical assistance, accident, cancellation, interruption, baggage and emergency coverage.
Where insurance is mandatory for a specific activity, the requirement will be communicated before confirmation.
19. HEALTH AND SPECIAL REQUIREMENTS
Clients must inform SERTURIM sufficiently in advance of any condition or requirement that may affect the appropriate delivery of the service.
SERTURIM will make reasonable efforts to accommodate such requirements where possible and where adequate notice has been provided.
20. MINORS
Minors must travel accompanied and under the responsibility of their parents, legal representatives or responsible adults, in accordance with applicable law.
All required authorizations and documents remain the responsibility of the accompanying adult.
SERTURIM maintains a zero-tolerance policy toward the commercial sexual exploitation of children and adolescents.
21. TRAVELER CONDUCT
Travelers are expected to behave respectfully toward SERTURIM personnel, guides, drivers, local communities, other visitors, establishments, cultural heritage and the environment.
SERTURIM may take reasonable measures where a traveler’s conduct creates a serious risk to persons, property, safety or the reasonable continuation of the service.
22. PRIVATE TRANSPORTATION
Where private transportation is included, it may be provided directly by SERTURIM or by a duly authorized provider.
Vehicles are subject to availability, operational conditions and applicable safety requirements.
For operational, maintenance or safety reasons, a vehicle may be substituted with an equivalent or superior category whenever reasonably possible.
23. ACTIVITIES AND DESTINATION CONDITIONS
Certain experiences may take place in natural, rural, urban, cultural or adventure environments.
Depending on the experience, conditions may include walking, stairs, uneven terrain, altitude, sun exposure, rain, heat, humidity, rural travel, water activities or animal interaction.
Travelers are responsible for considering their own abilities and circumstances before participating.
Relevant information will be provided where necessary to allow an informed decision.
24. LIABILITY
SERTURIM shall be responsible for the obligations legally applicable to the services contracted.
Nothing in these Terms & Conditions shall be interpreted as an advance waiver of consumer rights or as an exclusion of liability prohibited by Colombian law.
SERTURIM shall not be responsible for matters exclusively attributable to the client, including inaccurate information supplied by the client, failure to follow instructions, negligent loss of documents, personal conduct or failure to meet immigration requirements.
25. CUSTOMER SUPPORT AND COMPLAINTS
SERTURIM provides the following customer-service channels:
Email: info@serturim.com
WhatsApp / Telephone: +57 312 855 5988
Domicile: Medellín, Antioquia, Colombia.
Clients may submit requests, complaints, claims or comments through these channels.
SERTURIM will seek to address each request professionally and promptly, without prejudice to the consumer’s right to approach the competent Colombian authorities.
Colombian e-commerce rules require clear information regarding the supplier’s identity, contact details and appropriate consumer-service mechanisms.
26. PERSONAL DATA PROTECTION
SERTURIM processes personal data in accordance with Colombian Law 1581 of 2012, its regulations and other applicable provisions.
Personal data may be used to manage requests, prepare quotations, confirm bookings, provide services, communicate with clients, coordinate necessary services with suppliers, process payments, handle complaints and comply with legal obligations.
Where applicable, commercial communications will be based on the required authorization or other lawful basis.
Data subjects may exercise the rights granted by applicable law, including the rights to access, update and correct their information and request deletion where legally applicable.
Detailed information is contained in the SERTURIM Personal Data Processing Policy.
27. INTELLECTUAL PROPERTY
All SERTURIM website content, including text, photography, video, logos, visual identity, designs, graphics, editorial material and other protected content, belongs to SERTURIM or its respective rights holders.
Reproduction, distribution, modification or commercial exploitation without prior written authorization is prohibited.
28. WEBSITE USE
Users agree to use the SERTURIM website lawfully and responsibly.
Users may not use the website for fraudulent purposes, introduce malicious code, attempt unauthorized access, interfere with website operation or use SERTURIM content for unlawful purposes.
SERTURIM may update or improve website content whenever reasonably necessary.
29. PHOTOGRAPHY AND PROMOTIONAL MATERIAL
Photographs, videos and other visual materials published on the website are intended to represent the character and essence of SERTURIM experiences.
Actual conditions may vary due to seasonality, weather, availability, conservation measures, governmental decisions and operational circumstances.
Where promotional material differs from the specific conditions of a confirmed booking, the quotation and booking confirmation shall prevail.
30. SUSTAINABILITY AND RESPECT FOR COLOMBIA
SERTURIM promotes travel based on respect for Colombia, its communities, cultural heritage and natural environment.
Travelers are expected to comply with applicable environmental, cultural-heritage and visitor-management rules.
SERTURIM may modify an activity where necessary to protect people, heritage, the environment or local communities.
31. GOVERNING LAW
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Colombia.
Applicable Colombian tourism, consumer-protection, electronic-commerce and personal-data legislation shall apply.
This includes, among others, Law 300 of 1996, Law 1480 of 2011, Law 1581 of 2012 and Law 2439 of 2024, together with their applicable amendments, regulations and jurisprudence.
Nothing herein is intended to restrict mandatory consumer rights.
32. DISPUTE RESOLUTION
SERTURIM and the client will seek to resolve any disagreement through direct and good-faith communication.
This does not restrict the consumer’s right to approach the Superintendence of Industry and Commerce or any other competent administrative or judicial authority.
33. AMENDMENTS
SERTURIM may update these Terms & Conditions when required by changes in legislation, regulation, operations or business practices.
The current version will be published on the website with its effective date.
Specific terms accepted for a confirmed booking will continue to govern that booking unless mandatory law provides otherwise.
34. ACCEPTANCE
By requesting, reserving or purchasing a SERTURIM service, the client confirms that they have had access to these Terms & Conditions and the opportunity to review them before contracting.
The specific terms contained in the applicable quotation, proposal, itinerary or booking confirmation form an integral part of the agreement.
SERTURIM
Travel with soul. Service with heart.