Refund Policy

Kalaoz · Cancellation and refund policy

We understand that plans can change. That is why at Kalaoz we keep our cancellation and refund policy simple and transparent. Read the details below so you know exactly what to expect.

General rules

• Once an activity has started, it cannot be paused, modified or cancelled.
• If you choose not to attend your scheduled activity, no refund applies.
• If you do not show up at the agreed time, it is treated as a “no-show” and no refund applies.
• If service is denied because requirements are not met — age, health or documentation — no refund applies.
• Approved refunds are issued to the original payment method. Processing time may vary depending on your bank or payment provider.

General experiences

• Free cancellation: up to 24 hours before the experience — full refund.
• Non-refundable: less than 24 hours before the experience.
• No-show: failing to arrive on time is non-refundable.
• Date changes: at least 24 hours in advance, subject to availability.
• Unsafe weather or operational problems: the experience may be rescheduled or refunded in full.

Private boat charters — Rosario Islands

Cancellation policy

• Up to 5 days before departure — full refund minus a 10% administrative fee.
• 72 hours before departure — 50% of the deposit paid, minus a 10% administrative fee.
• Less than 48 hours before departure — no refund.

Rescheduling

• Up to 14 days before departure — no extra charge, subject to availability.
• Up to 7 days before departure — no extra charge, subject to availability.
• 72 hours before departure — changes allowed, subject to availability. A 10% penalty may apply.
• 48 hours before departure — changes allowed, subject to availability. A 20% penalty may apply.

Safety and force majeure

• A full refund, excluding administrative fees, is issued if sailing is restricted by the maritime authority (DIMAR).
• A full refund, excluding administrative fees, is issued if extreme weather makes the trip unsafe.

Final notes

• All payments are processed securely.
• We do not store credit card information.
• By booking, you accept this cancellation and refund policy.

This English text is provided for convenience. If it differs from the Spanish version, the Spanish version prevails.

Company details

• Registered owner: Andrés Rodolfo Maza Luna, trading as Kalaoz
• Tax ID (NIT): 1007470347-2
• RNT: 298306 · Travel Agency, Colombian National Tourism Registry
• Address: Calle Larga at Carrera 9 (Calle San Juan), inside the High Tours offices · Cartagena de Indias, Colombia
• Phone and WhatsApp: +57 324 342 0928
• Email: kalaoz.com@gmail.com
• Opening hours: every day, 8:00 a.m. – midnight

Still have a question before booking? Write to us from our contact page.