Last updated: April 2026
These Terms & Conditions govern the contractual relationship between CocoVolare — Coco Managed Services Group Co S.A.S (hereinafter ",CocoVolare", ",the Agency" or ",we") and natural or legal persons who contract our bespoke travel advisory, design and management services (hereinafter ",the Traveler" or ",the Client"). Please read them carefully before confirming any proposal.
Payment of the agreed deposit, written acceptance of a proposal or effective use of the services imply full and unconditional acceptance of these Terms. The purpose of the contract is the provision of tourism intermediation services in accordance with Colombia's Law 300 of 1996, its regulations and related rules in force.
CocoVolare operates as a travel agency in accordance with Article 85 of Law 300 of 1996. Our role is to advise, design itineraries, quote, manage and confirm reservations with final suppliers (airlines, hotels, ground operators, cruise lines, restaurants, guides, insurance companies). CocoVolare acts on behalf and order of the Traveler before such suppliers and is not the direct provider of the final services except for those it renders as in-house concierge.
Services are provided under: Law 300 of 1996 (General Tourism Act); Law 1558 of 2012; Decree 2438 of 2010 (relations between agencies and users); Resolution 3860 of 2015 and related MinCIT rules; Law 679 of 2001 and Law 1336 of 2009 (prevention of commercial sexual exploitation of children — ESCNNA); Consumer Statute (Law 1480 of 2011); Law 1581 of 2012 (Data Protection). CocoVolare holds a valid registration in the National Tourism Registry (RNT 256778).
All quotes are issued in writing and state their validity date, included and excluded services, total value and payment terms. Quotes are subject to real availability upon confirmation and may vary due to airline, hotel, tax or airport adjustments or currency fluctuations. Once the validity period expires the Agency may require a new quote.
A booking is confirmed upon payment of the deposit stated in the proposal (typically 20–50% of total value, variable by supplier and lead time). From that moment CocoVolare proceeds to confirm airline, hotel and operator reservations. The balance is paid within the terms set in the proposal. Payments are made via bank transfer or certified payment gateway. CocoVolare does not store card data.
Billing currencies may be Colombian pesos, US dollars or euros depending on the service. Foreign currency payments are made through channels authorized by DIAN and Banco de la República. Bank charges, intermediary financial fees and gateway fees are borne by the Traveler. Applicable taxes are expressly stated in the quote.
Cancellation and refund policies are governed by each supplier's conditions (airlines, hotels, cruise lines, operators) and detailed in the commercial proposal. Depending on the service these may include non-refundable cancellations, tiered partial refunds based on lead time or special high-season conditions. CocoVolare charges an administrative fee for cancellation management, proportional to work actually performed. Refunds are processed within a reasonable time after suppliers confirm the reversal. We strongly recommend contracting travel insurance with cancellation cover.
Any change requested by the Traveler to a confirmed booking may incur modification fees set by suppliers plus a CocoVolare administrative fee. Exceptionally, a supplier may modify a service for operational reasons (flight rerouting, hotel overbooking, temporary closures). In such cases CocoVolare will manage the best available alternative and communicate any value adjustments.
It is the Traveler's exclusive responsibility to hold a valid passport with the validity each country requires (usually six months beyond the return date), visas, permits, mandatory vaccines (yellow fever for certain destinations, current health certifications), notarized exit permits for minors under Colombian Children's Code Article 110, and specific destination documents. CocoVolare provides expert guidance but is not liable for deportation, denied boarding or losses arising from incomplete, expired or incorrect documentation.
CocoVolare recommends and offers travel assistance insurance covering medical, baggage, cancellation and trip interruption. Contracting insurance is a decision of the Traveler. If not contracted, the Traveler declares awareness of the consequences. Some destinations (Schengen, Cuba, among others) require medical insurance with minimum coverage.
Care of baggage and personal items is the Traveler's sole responsibility throughout the trip. Losses, thefts or damage to baggage are the carrier's responsibility under the Montreal Convention and are managed through insurance and supplier channels. CocoVolare recommends not transporting high-value items, unique original documents or cash in checked luggage.
CocoVolare is liable for the correct administrative management of bookings, technical advice provided and the quality of its design and intermediation service. It is not liable for acts attributable to final suppliers, force majeure or events beyond its control (natural phenomena, conflicts, pandemics, government decisions, strikes, airspace closures). In such cases CocoVolare will support the Traveler in managing alternatives, refunds or rescheduling with suppliers according to their policies.
Force majeure means unforeseeable and irresistible events that partially or totally prevent service delivery, such as natural disasters, epidemics, acts of authority, wars, attacks, border or airspace closures. In such cases neither CocoVolare nor the Traveler shall be liable for resulting breach, and economic consequences shall be managed under the policies of final suppliers.
In compliance with Colombian Laws 679 of 2001 and 1336 of 2009, CocoVolare categorically rejects and denounces the commercial sexual exploitation of children and adolescents. Sexual exploitation of minors in tourism contexts is a crime punished by Colombian criminal law (Law 1329 of 2009) and international law. CocoVolare maintains an internal code of conduct, trains its staff and requires absolute respect for children's rights from its suppliers. Any fact or suspicion must be reported to ICBF line 141, National Police 123 and the Attorney General's Office.
The Traveler may file complaints via contact@cocovolare.com. CocoVolare handles them with utmost care and responds within reasonable time. In case of dispute the parties shall first seek an amicable solution; failing that, consumer protection mechanisms under Law 1480 of 2011 before the SIC or ordinary competent courts shall apply.
All content on cocovolare.com (brand, logo, texts, photographs, videos, code, design, structure) is owned by CocoVolare or its licensors and protected under Colombian and international intellectual property law. Reproduction, distribution or modification without prior written authorization is prohibited.
CocoVolare may amend these Terms by publishing the updated version on this page. Notices to the Traveler are sent to the email addresses provided. These Terms are governed by the laws of the Republic of Colombia. Any dispute shall be resolved before the competent courts of CocoVolare's main domicile in Bogotá D.C.