Cooling-off Right

What the cooling-off right is

The cooling-off right allows consumers to withdraw from certain purchases made through non-traditional or distance channels, within the legal term and under the conditions established by Colombian law.

When it may apply

• It may apply to distance purchases when the service has not started, has not been issued, has no specific execution date or is not covered by a legal exception.
• The request must be submitted within the applicable legal term, through a verifiable channel and with enough information to identify the purchase.
• Each case is analyzed according to the service, provider, travel date, issuance status, payment method and accepted conditions.

Frequent tourism exceptions

• The cooling-off right may not apply when the tourism service must be provided on a specific date or within a specific period.
• Services issued or confirmed with third parties may have non-refundable conditions, penalties or charges already incurred.
• Chargebacks or refunds do not operate automatically when external providers, started services, confirmed reservations or incurred charges exist.

Request procedure

• Submit a written request through Mitiquete's official channels with buyer details, reservation, purchase date, payment support and reason.
• Mitiquete will verify the service status and coordinate a response with internal areas or involved providers.
• When a refund applies, it will be processed according to legal timelines, financial institution, payment gateway, bank and value recovery from third parties.

Regional application: USA and Canada

• For travelers located in the United States or Canada, air services, hotels, insurance, cruises, parks, rentals and local operators may be subject to provider-specific rules and the jurisdiction where the service is performed.
• For flights to, from or within the United States, cancellation or significant schedule-change refund rights may be governed by U.S. Department of Transportation rules and by the merchant of record for the payment.
• Mitiquete does not replace the direct legal responsibility of airlines, hotels, operators, insurers or platforms when they are the material providers of the service.

European Union and Spain

• If the traveler is located in Spain or the European Union, mandatory consumer rules may apply to package travel, linked travel arrangements, pre-contractual information, assistance, cancellation and organizer liability depending on the booking.
• For personal data, Mitiquete will seek to handle requests aligned with GDPR-style rights such as information, access, rectification, erasure, objection, restriction and portability when those standards apply.
• The specific travel documents will indicate whether Mitiquete acts as organizer, intermediary or commercial channel for services performed by third-party providers.

Colombia and LATAM

• Mitiquete S.A.S. is incorporated in Colombia, so the commercial relationship is primarily interpreted under applicable Colombian rules on travel agencies, tourism, consumer protection, e-commerce and personal data.
• For travelers in other Latin American countries, these conditions operate as the contractual base, without excluding mandatory consumer protection rules that may apply in the traveler's country.