Reservation & Cancellation Policy

Express and binding acceptance

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.

Reservations and when a booking becomes confirmed

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 deposit or total amount required to secure the vessel and date.

From that moment, CLG 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 and no-refund rules described below.

Cancellation policy and strict no-refund rule

No partial or total refund shall apply after confirmation of the booking, including but not limited to cases involving change of plans, voluntary withdrawal, 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 cancellation rule applies to deposits, balances, special date blocks, and any ancillary services already booked, ordered or coordinated for the client.

Only exception: proven force majeure or fortuitous event

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.

Weather, maritime restrictions and captain's authority

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 conditions make departure unsafe, CLG may reschedule the booking subject to availability.

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.

Rescheduling

Rescheduling is not an automatic right of the client. A change of date shall only be valid if expressly approved by CLG in writing and if there is actual availability of the same vessel or a comparable vessel.

Any approved rescheduling may be subject to rate differences, high-season surcharges, operational costs and third-party charges already incurred. Amounts already paid shall remain applied to the newly authorized date and shall not become refundable.

Client default and termination without refund

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.

No-show and late arrival

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.

Ancillary services and third-party costs

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.

Special chargeback and payment dispute clause

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.

Supporting evidence for chargeback defense

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.

Burden of proof

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.

Exclusion of indirect damages

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.

Valid notice channels

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.

Governing law and venue

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.

Evidentiary value

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.