Booking, payment, cancellation and refund policy.

5TO ELEMENTO S.A.S.

This policy establishes the conditions applicable to the booking, payment, modification, cancellation, and refund of tourism services offered by 5TO ELEMENTO S.A.S.

By making a booking, the client accepts the conditions established in this document.

Booking Process

Bookings can be made through:

All requests are subject to availability, operational conditions, and confirmation by the company.

A request for information or a quote does not constitute a confirmed booking.

Booking Confirmation

The booking will be considered confirmed when:

Confirmation may be sent via:

Payment Terms

The client must make payments according to the terms and conditions provided during the booking process.

Prices may include:

Services not included must be paid for directly by the traveler.

Electronic Payment Processing

To facilitate client payments, 5TO ELEMENTO S.A.S. may use external payment and booking management platforms, including:

These platforms have their own security systems and privacy policies.

Use of Wompi and PayPal

Payments made through Wompi or PayPal are processed directly by these technology providers.

5TO ELEMENTO S.A.S. does not store or have access to sensitive financial information such as:

Information related to payment methods will be managed directly by the authorized providers in accordance with their own security and privacy terms.

The customer agrees to review the applicable policies of each platform before making a transaction.

Use of Bokun for Reservations

Reservations made through integrated platforms may be managed through Bokun.

For the proper provision of the service, some personal data may be processed through this platform, including:

The processing of this data will have the sole purpose of:

International Data Transfer

Due to the use of international technology platforms such as Bokun and PayPal, some personal data may be stored or processed outside of Colombia.

5TO ELEMENTO S.A.S. ensures that these providers have reasonable security and data protection measures in place in accordance with applicable international standards.

General Cancellation Policy

Cancellation conditions apply according to the type of activity booked.

Regular Tours:

Customers may request a cancellation with a 100% refund when:

Cancellations made less than 24 hours in advance:

Special Activities

Some activities require prior reservations, advance payments to external suppliers, or have limited availability.

Special conditions apply to these experiences:

Paragliding and similar activities:

In case of cancellation made at least 24 hours in advance:

Cancellations made less than 24 hours in advance:

Santa Rosa de Cabal Hot Springs:

Due to prior ticket management and availability:

Date Changes

Date changes are subject to:

The request must be made with sufficient advance notice.

Changes requested with less than 24 hours’ notice may result in restrictions or loss of the contracted service.

Cancellations due to weather conditions or force majeure

In nature, mountain, or adventure activities, the safety of travelers will be the priority.

5TO ELEMENTO S.A.S. may modify, postpone, or cancel an activity when conditions exist that represent a risk, including:

When an activity must be modified for these reasons, the company may offer:

Refund conditions will be evaluated based on costs already incurred and commitments made to external suppliers.

No-Show

If the traveler does not appear at:

The activity will be considered used, and no refund will be issued.

The traveler is responsible for:

Traveler Delays

Delays that affect the normal course of the activity may result in:

5TO ELEMENTO S.A.S. will not be responsible for losses caused by personal delays of the traveler.

Transaction Security

5TO ELEMENTO S.A.S. takes reasonable measures to protect its clients’ information.

However, electronic transactions depend on technological systems managed by specialized third parties, so each platform applies its own security protocols.