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.

REQUIREMENTS FOR PARTICIPATION

All participants must:

The Company may request additional medical information whenever the nature of the activity so requires.

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; The published prices correspond to the services specified in each program.

Prices may include:

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

The Company may require a deposit to confirm the reservation. The required deposit amount or percentage will be communicated during the booking process.

The remaining balance must be paid within the deadline established by 5to Elemento Tours S.A.S. Failure to comply with this payment deadline may result in the cancellation of the reservation, and the Company reserves the right to allocate the reserved space to other customers.

The customer shall be responsible for all costs associated with the selected payment method, including, but not limited to:

In the event of a refund, these costs shall be deducted from the amount to be reimbursed.

PRICES

All prices are subject to change without prior notice until the reservation has been confirmed through the corresponding payment.

Applicable taxes shall be charged in accordance with the laws and regulations in force in Colombia.

Promotions and discounts may not be combined unless expressly stated otherwise.

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 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.

TRAVELER CANCELLATION POLICY

Quinto Elemento Tours S.A.S. understands that circumstances may arise requiring a traveler to cancel their participation. However, due to the nature of our operations, including logistical planning, the advance hiring of specialized personnel, the acquisition of permits, and the booking of transportation, accommodation, meals, insurance, and other services necessary for the operation of our activities, the following cancellation policies apply to all reservations.

Cancellation requests will only be considered valid if submitted in writing to the Company’s official email address or through the same communication channel used to make the reservation.

The date and time the cancellation request is received will determine which cancellation policy applies.

Half-Day and Full-Day Tours

For activities lasting less than one (1) day or one (1) full day:

a. Cancellations made more than seven (7) calendar days before the scheduled start of the activity may be eligible for a partial refund, after deducting all costs already committed to third-party suppliers, administrative expenses, and financial transaction fees.

b. Cancellations made between seven (7) days and seventy-two (72) hours before the scheduled start of the activity will result in the forfeiture of fifty percent (50%) of the total reservation value, in addition to any costs already committed to third-party suppliers.

c. Cancellations made less than seventy-two (72) hours before the scheduled start of the activity are non-refundable.

Multi-Day Trekking, High Mountain Expeditions, and Multi-Day Activities

For trekking expeditions, crossings, hikes, or any activity lasting two (2) days or more, including routes within Los Nevados National Natural Park and other protected areas:

Cancellations must be submitted at least fifteen (15) calendar days before the scheduled start date.

Cancellations received within this period may be eligible for a partial refund after deducting all amounts already paid to third-party suppliers, permits, insurance, reservations, administrative expenses, and financial transaction fees.

Cancellations made less than fifteen (15) calendar days before the activity begins are non-refundable.

Snow-Capped Mountain Ascents and High Mountain Expeditions

Due to the extensive planning required for these expeditions—including the hiring of certified mountain guides, specialized logistics, transportation, pack animals, mountain refuges, meals, insurance, permits, and other operational resources—cancellations must be made at least thirty (30) calendar days before the scheduled departure date.

Cancellations made less than thirty (30) calendar days before the expedition begins are non-refundable.

For cancellations submitted thirty (30) calendar days or more before the expedition, any refund will be limited to amounts that have not already been committed or paid to third-party suppliers or administrative expenses.

No Show

A reservation will be considered a No Show if the traveler:

In any of these cases, the traveler is not entitled to a refund, rescheduling, or any financial compensation.

Voluntary Withdrawal from an Activity

If a participant voluntarily withdraws from an activity after it has begun, whether due to personal reasons, fatigue, personal decision, or any circumstance unrelated to Quinto Elemento Tours S.A.S., they shall not be entitled to a full or partial refund.

If additional transportation, evacuation, or extraordinary logistical arrangements are required as a result of the participant’s decision to withdraw, all related costs shall be borne by the participant unless Quinto Elemento Tours S.A.S. expressly decides otherwise.

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 72 hours in advance:

Cancellations made less than 72 hours in advance:

Santa Rosa de Cabal Hot Springs

Due to prior ticket management and availability:

TRANSPORTATION SERVICES AND THIRD-PARTY PROVIDERS

To ensure the quality and safety of the activities offered, 5to Elemento Tours S.A.S. may contract services with legally authorized third-party providers.

These services may include, but are not limited to:

These services require advance reservations and payments which, in most cases, are non-refundable to the Company.

Accordingly, any amounts corresponding to these services become non-refundable once they have been booked or paid for by 5to Elemento Tours S.A.S.

The Company will exercise due diligence in selecting its service providers. However, it shall not be liable for delays, failures to perform, modifications, or cancellations that are solely attributable to third-party providers, without prejudice to any rights the traveler may have under applicable law.

THIRD-PARTY SERVICE PROVIDERS

Quinto Elemento Tours S.A.S. may arrange or coordinate services with duly authorized third-party providers to enhance the travel experience. These services may include, but are not limited to, transportation, accommodation, meals, local operators, specialized guides, complementary activities, equipment rental, horses, muleteers, and any other services necessary for the proper operation of the activity.

The Company will exercise due diligence in the selection and coordination of these providers. However, each provider shall remain solely responsible for the proper performance of the services under its responsibility.

Quinto Elemento Tours S.A.S. shall not be liable for failures to perform, delays, or other events exclusively attributable to such third-party providers, without prejudice to the legal obligations that may apply to the Company as the organizer of the tourism service.

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

The safety of our travelers, operational staff, and the protection of the environment are the highest priorities of 5to Elemento Tours S.A.S.

For this reason, the Company reserves the right to cancel, suspend, modify, postpone, or terminate any activity before or during its operation whenever circumstances arise that may compromise the safety of participants, compliance with applicable regulations, or the proper execution of the activity.

Such decisions may be made before or during the activity and shall be mandatory for all participants.

Circumstances that may justify the cancellation or modification of an activity include, but are not limited to:

Whenever reasonably possible, 5to Elemento Tours S.A.S. will offer alternatives such as rescheduling the activity or providing an alternative itinerary.

If neither option is feasible, any refund will be limited exclusively to recoverable amounts, in accordance with the Company’s Refund Policy.

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.

GO / NO-GO OPERATIONAL CRITERIA

All activities operated by Quinto Elemento Tours S.A.S. are conducted under comprehensive risk management and operational safety criteria, in accordance with the applicable Colombian regulations governing adventure tourism and the Company’s internal operating procedures.

Accordingly, the Company may decide not to commence, modify, suspend, or terminate an activity whenever, in the judgment of the Expedition Leader, Lead Guide, or Operations Coordinator, conditions exist that increase the level of risk beyond acceptable operational limits.

The evaluation may include, but is not limited to, the following criteria:

Decisions made under these operational criteria are based on technical and safety considerations and shall be final and binding on all participants.

Such decisions shall not constitute a breach of contract by 5to Elemento Tours S.A.S., as they are made solely to protect the safety of participants, staff, and the environment.

RIGHT OF ADMISSION AND REMOVAL FROM AN ACTIVITY

5to Elemento Tours S.A.S. reserves the right to deny participation in or remove any participant from an activity if they:

The decision to deny participation or remove a participant from an activity shall be made by the Lead Guide, Expedition Leader, or another authorized representative of Quinto Elemento Tours S.A.S. and shall be final and binding for operational and safety purposes.

In such cases, the participant shall not be entitled to any refund, compensation, or rescheduling of the activity.

ITINERARY MODIFICATIONS

Published routes, schedules, hiking times, distances, rest stops, and other operational details are provided for informational purposes only and may be modified due to safety considerations, environmental conservation measures, weather conditions, restrictions imposed by competent authorities, or any other operational circumstances.

Whenever reasonably possible, 5to Elemento Tours S.A.S. will make every effort to preserve the overall nature and quality of the contracted experience. Such modifications shall not be considered a breach of contract or a failure to provide the agreed service.

SUPPLEMENTARY DOCUMENTS

These Terms and Conditions form an integral part of the contractual framework of Quinto Elemento Tours S.A.S. and shall be interpreted together with the following documents, available on the Company’s official website:

By confirming a reservation, the traveler also acknowledges and accepts the above-mentioned documents whenever they apply to the contracted service.

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.

GOVERNING LAW AND JURISDICTION

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Colombia.

Any dispute arising from the interpretation, performance, or enforcement of these Terms and Conditions shall first be addressed through good-faith negotiations between the parties. If no amicable resolution can be reached, the dispute shall be submitted to the competent courts of the Republic of Colombia, in accordance with the applicable procedural laws.

ACCEPTANCE

By making a reservation, paying a deposit or the full amount, accepting a quotation, completing a registration form, or participating in any activity organized by Quinto Elemento Tours S.A.S., the traveler declares and acknowledges that they:

FINAL PROVISION

Should any provision of these Terms and Conditions be declared invalid, illegal, or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect and shall continue to be legally binding upon the parties.