Reservation & Cancellation Policy

Payment, withdrawal, cancellation, rescheduling and chargeback terms governing private nautical charters and luxury services in Cartagena, Colombia.

Effective October 14, 2026

Version v1.2

Governing law Republic of Colombia

Contents

1. Express & binding acceptance
2. Confirmation, payments & holder
3. Withdrawal, cancellation & no-refund
4. Force majeure exception
5. Weather & captain’s authority
6. Date changes
7. Client default
8. No-show & late arrival
9. Ancillary services
10. Chargeback clause
11. Supporting evidence
12. Burden of proof
13. Exclusion of indirect damages
14. Valid notice channels
15. Governing law & venue
16. Evidentiary value
17. Annex A · Records

Colombia Luxury Group S.A.S. (the “Company” or “CLG”) adopts this Reservation and Cancellation Policy, together with its no-refund, rescheduling and chargeback terms, to govern all quotations, reservations, booking requests, charter confirmations, invoices, payment links, bank transfers, electronic acceptances and related transactions for private nautical services, including yachts, boats, catamarans, charter experiences and ancillary services operated, coordinated, marketed or sold by CLG in Cartagena, Colombia.

This Policy forms an integral part of every quotation, reservation request, booking confirmation, invoice, contract, payment request, email, WhatsApp message or other written communication exchanged with the client. By signing this document, requesting that a date be held, paying a deposit or balance, confirming the reservation in writing, or authorizing any payment method, the client expressly and irrevocably accepts all of its terms.

In short

1. Confirmation. Your booking is confirmed once you pay and receive our confirmation. By paying, you accept these terms.
2. Cardholder. Payment must be made by the person who makes the booking.
3. Payments. If your trip is within 30 days, you pay 100%. Otherwise, you pay 60% when booking and 40% through a payment link 15 days before. If the balance is not paid 10 days before, the booking is cancelled and point 6 applies.
4. Right of withdrawal. If you book more than five (5) business days in advance, you may withdraw within five (5) business days of payment. We refund 100% of the amount paid, without deductions, within 30 calendar days.
5. Date changes. You may change your date once, up to 7 days before, subject to availability. If the new date has a different rate, you pay the difference.
6. Cancellations and no-shows. Outside the right of withdrawal, payments are non-refundable: once your booking is confirmed, we pay the supplier to secure your date.
7. Weather. If the Port Authority (DIMAR) closes the port, you choose a new date at no cost or receive a refund of the amount paid.
8. If we cannot provide the service. If the boat is unavailable or has a mechanical failure, we provide an equal or better boat at no extra cost, or refund 100%.
9. Add-ons and transfers. The same rules apply.
10. Gratuity. We suggest a 10% gratuity on the total price of the services you book (boat, add-ons and transfers) for your concierge, for their assistance throughout your service, from start to finish. It is voluntary: if you accept it, it is added to your payment (or to the second payment), and you may decline it or change the amount.

The client acknowledges that, prior to making any payment, the client received sufficient information regarding the selected vessel or service, date, schedule, price, payment terms, inclusions, exclusions, operational conditions, captain’s authority, weather and maritime restrictions, and the no-refund and chargeback rules set forth herein.

Any acceptance by signature, digital acknowledgment, written message, payment of deposit, payment of balance, or completion of booking data shall constitute full, valid and binding acceptance of this Policy.

A reservation shall be deemed perfected, confirmed and blocked once the following elements concur: (i) the client’s express acceptance of the quotation or offer, (ii) confirmation of availability by CLG, and (iii) payment of the amount required to secure the vessel and date.

If the service takes place within thirty (30) days of payment, the client pays 100% when booking. Otherwise, the client pays 60% when booking and the remaining 40% through the payment link CLG sends fifteen (15) days before the service. If the balance is not paid at least ten (10) days before, the booking is cancelled and the rules of section 3 apply.

Payment must be made by the booking holder.

From confirmation, CLG pays the supplier to secure the date, removes the inventory from the market, rejects competing requests for the same slot, commits operational resources, coordinates crew and logistics, and incurs opportunity costs; therefore, the reservation becomes mandatory and subject to the cancellation rules described below.

Gratuity: a 10% gratuity on the total price of the services booked (vessel, add-ons and transfers) is suggested for the client’s concierge, for their assistance throughout the service, from start to finish. It is voluntary: if the client accepts it, it is added to the payment or to the second payment, and the client may decline it or change the amount.

Right of withdrawal. If the booking is made more than five (5) business days before the service, the client may withdraw within five (5) business days of payment, under Article 47 of Colombian Law 1480 of 2011. In that case, CLG refunds 100% of the amount paid, without deductions or withholdings, within thirty (30) calendar days. The right of withdrawal does not apply when the service must be provided within that period or has already begun with the client’s agreement.

Core commercial rule

Outside the right of withdrawal, all payments made by the client are non-refundable, because once the booking is confirmed CLG pays the supplier to secure the date.

Accordingly, no partial or total refund shall apply in cases involving change of plans, withdrawal after the withdrawal period, travel delays, missed flights, personal reasons, group changes, illness not properly evidenced, dissatisfaction unrelated to an objective breach by CLG, failure to appear, or refusal to board. This rule applies to deposits, balances, special date blocks, and any ancillary services already booked, ordered or coordinated for the client.

If CLG cannot provide the service. If the booked vessel is unavailable or has a mechanical failure, CLG assigns an equal or better vessel at no extra cost; if the client does not accept it, CLG refunds 100% of the amount paid.

A refund or rescheduling request may only be exceptionally reviewed when the client proves the existence of a genuine force majeure event or fortuitous event that is external, supervening, unforeseeable or irresistible, objectively prevents the service from being rendered or used, is not attributable to the client or the client’s guests, and is supported by reliable documentation that may be verified by CLG and, if required, by the final service provider, marina, captain, maritime authority, insurer or competent authority.

The client’s mere statement shall never be sufficient evidence. CLG shall have sole discretion to approve or deny the request after reviewing the supporting documents.

All nautical operations are subject to weather, sea and safety conditions, and to the decisions of the Colombian maritime authority, marinas, natural parks, the captain and the final operator. If the Port Authority (DIMAR) closes the port or conditions make departure unsafe, the client chooses a new date at no cost, subject to availability, or a refund of the amount paid, including ancillary services.

If navigation is allowed with restrictions, the captain may modify the route, departure time, return time, duration, anchoring points or itinerary for safety reasons, without this constituting breach of contract. Once the vessel has departed and navigation has commenced, no refund or compensation shall be owed if the trip is shortened, limited or interrupted due to safety reasons, weather, maritime restrictions, force majeure or fortuitous event.

The client may change the date once, at least seven (7) days before the service, subject to actual availability of the same vessel or a comparable one. If the new date has a different rate, including high-season rates, the client pays the difference. Any other change, or one requested less than seven (7) days before, shall only be valid if expressly approved by CLG in writing.

Amounts already paid shall remain applied to the new date and shall not become refundable, except in the cases set out in sections 3 and 5.

CLG may terminate the booking or the service, without any refund or compensation to the client, in the event of late payment, false or incomplete information, exceeding the maximum passenger capacity, requesting unauthorized routes, disobeying the captain or crew, dangerous or aggressive conduct, intoxication affecting safety, possession or use of prohibited substances, misuse of the vessel, violation of marina, environmental or maritime rules, or any conduct jeopardizing the safety of persons, property or the operation.

In such cases, all amounts paid shall be retained by CLG.

If the client or any guest fails to appear at the agreed departure point, date or time, or arrives late and misses departure, such event shall constitute a no-show or voluntary abandonment of the service.

In those events, no refund, mandatory rescheduling, future credit or balance in favor of the client shall apply. If the vessel waits as an operational courtesy, the charter end time shall remain unchanged.

Additional services such as catering, chef, decorations, photography, transportation, DJs, beverages, beach clubs, concierge arrangements or other extras may be subject to independent third-party conditions. If such services have been booked, ordered, reserved or produced for the client, any non-recoverable third-party costs shall be retained and charged to the client, regardless of whether the client later seeks cancellation or changes.

The foregoing does not apply when the client exercises the right of withdrawal, nor in the weather or service-failure cases set out in sections 3 and 5, in which the amount paid for ancillary services is also refunded. Transfers booked with CLG follow these same rules.

The client expressly acknowledges that the transaction was authorized by the client or by a person legitimately acting on the client’s behalf, that the booking information and this Policy were communicated in advance, and that the confirmed booking immediately blocks inventory and generates operational obligations and opportunity costs for CLG.

Therefore, the client undertakes not to file improper chargebacks, payment reversals, unauthorized-transaction claims or bad-faith disputes where the booking was confirmed, the Policy was accepted, the service was rendered in whole or in part, the guests checked in or boarded, the itinerary was modified for safety reasons, or the client requested cancellation outside the limited exception established herein.

In the event of an improper chargeback or dispute, CLG may submit all supporting evidence to the acquiring bank, payment processor, card network or issuing bank, and may recover from the client any principal amount, fees, administrative costs, penalties and reasonable legal expenses arising from such dispute.

For the purpose of defending any payment dispute, chargeback or reversal, CLG may rely on, among other documents, the quotation, invoice, proof of payment, payment link, signed policy, signed contract, written acceptance by email or WhatsApp, passenger list, guest data, passport or ID information of the booking holder, service description, itinerary, screenshots, correspondence with the client, marina confirmations, check-in evidence, boarding photos or videos, onboard photos or videos, captain’s report, geolocation data, operational logs and any evidence showing that the service was booked, available, rendered, partially rendered, or not cancelled within the agreed rules.

Whenever the client invokes force majeure or a fortuitous event, the burden of proof shall rest entirely on the client. CLG may request additional evidence, verify authenticity, reject incomplete or inconsistent records, and deny any request that is not duly documented and verifiable.

Under no circumstances shall CLG be liable for flights, hotels, ground transportation, restaurant bookings, loss of time, loss of enjoyment, consequential losses, loss of profit, reputational damage, or any direct or indirect damages not expressly assumed by CLG in writing.

Any request related to cancellation, rescheduling, force majeure, claim or complaint must be submitted in writing through CLG’s official communication channels. Verbal statements that cannot be documented and verified shall have no legal effect.

This Policy shall be governed by the laws of the Republic of Colombia. The parties shall first attempt to resolve any controversy through direct settlement. If no settlement is reached, they shall submit the matter to conciliation in Cartagena, Colombia, and, failing agreement, to the competent courts of Cartagena de Indias.

This signed Policy, together with the quotation, invoice, proof of payment, booking messages and related reservation records, shall constitute sufficient documentary evidence of the commercial relationship and of the obligations assumed by the client.

Annex A

To strengthen the Company’s position in the event of a payment dispute or chargeback, CLG maintains a complete booking file containing, at minimum, the following records:

How acceptance works

The signed version of this Policy forms an integral part of every quotation, invoice, booking confirmation and DocuSign contract issued by Colombia Luxury Group S.A.S. By signing that document, requesting that a date be held, paying a deposit or balance, confirming the reservation in writing, or authorizing any payment method, the client expressly and irrevocably accepts the terms set out on this page.

If you are about to make a booking and want to review the exact wording you will be asked to sign, please request the current contract version from our team at info@colombialuxurygroup.com.

This Policy forms an integral part of the quotation, invoice, contract and booking confirmation.

Document identifier · CLG-RESERVATION-POLICY-v1.2

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