Refunds and cancellations
When money comes back, how much and how long it takes. No fine print.
In force since 24 de septiembre de 2026.
These terms are published in Spanish only. The company is in Colombia and subject to Colombian law, so the Spanish text is the one that governs. Ask us and we will walk you through any part of it in English.
The short answer
If your fare is refundable, you get your money back less the airline penalties and our handling fee. If it is a basic fare, usually nothing comes back, and that is shown to you before you pay. What governs is the fare you bought, not our goodwill.
It all depends on the fare you bought
Airlines and hotels sell under different conditions, and they set them, not us. A basic fare is usually non-refundable and cannot be changed. A flexible one allows changes and sometimes a partial refund.
Those conditions appear on the fare screen, before you pay. If you are not clear whether what you are about to buy can be refunded, ask us first: afterwards it is very hard to change.
With hotels, each one sets its own free cancellation deadline. It is shown when you book and honoured exactly as stated.
If we had not issued yet
Paying and holding the ticket are not the same thing. Between your payment and the issue there is a while in which the team checks and issues.
If you write to us before the ticket is issued, we return everything you paid, with nothing deducted. The airline has not charged us anything yet.
The same happens if the fare expires before we issue and you do not want to pay the new price: the full amount is returned.
How to ask for it
Write to us on WhatsApp or call us with your booking code and the passenger name. Tell us whether you want to cancel or change, and we confirm what your fare allows and how much is left.
A person on the team handles this, not a robot. No form is needed.
We confirm the amount to you in writing before processing anything. If the amount does not work for you, we do not go ahead.
How much comes back
Two things are deducted from what you paid: the penalty the airline or the hotel charges according to your fare, and our handling fee for processing it.
Our fee covers the work of handling the refund with the supplier and you are told before we start. If the refund is caused by a mistake of ours, we charge nothing.
Taxes and airport charges on a flight that was not flown are usually recoverable even when the fare is not. If that is your case, we tell you and we process it.
How long it takes to arrive
We file your request with the supplier within the two business days after you confirm it.
What it takes after that is not up to us: every airline has its own timings and some take weeks or months. We return your money within the five business days after the supplier returns it to us, and we keep you posted.
The refund always goes back to the same payment method you bought with. Your bank may take a few more days to show it.
When there is no refund
There is no refund for a flight not flown without telling anyone, what airlines call a no-show: the whole fare is lost.
Nor when you are denied boarding or entry to a country over documents — an expired passport, a missing visa, a permit for a minor — because those documents are your responsibility.
And there is no refund for changing your plans when the fare you bought does not allow it. It is hard, but it is what you were shown before paying.
Before you file a chargeback, talk to us
If something went wrong, write to us first. A chargeback with the bank freezes the case, takes longer than talking to us and, if the charge turns out to be correct, you end up without the money and without the trip.
If there really was fraud, or we charged you something you did not ask for, you have the right to have the payment reversed under article 51 of Law 1480. We help you with whatever you need to support it with your bank.
This is part of our Terms and conditions