2. Definitions

For the purposes of these Terms and Conditions, the following definitions shall apply:

• Threads Travel: Threads Travel SAS, identified with Tax ID No. 901960657-5 and National Tourism Registry No. 256693.
• Client: a natural or legal person who requests, quotes, contracts, pays for, or reserves services with Threads Travel, directly or through an agency, partner, or authorized third party.
• Traveler: a person participating in a trip, experience, activity, transfer, tour, itinerary, or service coordinated by Threads Travel.
• User: a person who accesses the website, forms, social media, WhatsApp, email, or other official Threads Travel channels.
• Tourism Service: an experience, itinerary, tour, transfer, accommodation, activity, guide service, reservation, assistance, logistical coordination, or any other tourism service offered, intermediated, managed, or operated by Threads Travel.
• Supplier: a third party providing services included in or related to the trip, such as hotels, accommodations, transportation providers, guides, restaurants, local operators, insurance companies, payment gateways, airlines, experiences, tourist attractions, or other partners.
• Proposal or Itinerary: a document, message, quotation, landing page, brochure, or commercial communication describing the services, dates, prices, conditions, inclusions, exclusions, payment policies, and cancellation policies applicable to an experience or trip.

3. Scope of Services

Threads Travel designs, commercializes, intermediates, coordinates, and, when applicable, operates tourism experiences, tailor-made trips, high-value itineraries, packages, transfers, activities, destination consulting, and complementary services in Colombia.

Depending on the type of contracted service, Threads Travel may act as an organizer, intermediary, coordinator, local operator, DMC, agency, or facilitator of tourism service providers. In all cases, the commercial proposal and booking confirmation will indicate the specific conditions applicable to the service.

When Threads Travel acts as an intermediary between the client and a third-party supplier, the actual provision of certain services will be subject to the operational, commercial, safety, availability, cancellation, and liability conditions of such supplier, without prejudice to the obligations corresponding to Threads Travel under applicable law.

4. Acceptance of the Terms and Conditions

The client, user, or traveler accepts these Terms and Conditions when performing any of the following actions:

• Using the website, forms, WhatsApp, email, social media, or official Threads Travel channels.
• Requesting information, a quotation, proposal, itinerary, reservation, or commercial assistance.
• Confirming in writing a proposal, itinerary, invoice, payment link, or reservation.
• Making a full or partial payment.
• Participating in an experience, activity, transfer, tour, trip, or service coordinated by Threads Travel.

The person making a reservation on behalf of other travelers declares that they have sufficient authorization to accept these Terms and Conditions on behalf of all participants included in the reservation and agrees to inform them in a timely manner of the applicable conditions.

5. Use of Digital Channels

The content published by Threads Travel on its website, social media, commercial materials, photographs, videos, texts, names, designs, routes, itineraries, concepts, brands, descriptions, prices, and other materials is intended for informational, promotional, and commercial purposes.

The user agrees to use Threads Travel’s digital channels solely for lawful, personal, legitimate commercial purposes or purposes related to genuine requests for information, quotations, or reservations.

It is prohibited to copy, reproduce, extract, massively download, modify, distribute, publish, sell, license, or commercially exploit Threads Travel’s content without prior written authorization.

6. Proposals, Quotations, and Availability

Proposals, itineraries, prices, inclusions, exclusions, dates, availability, and commercial conditions will be subject to availability at the time of reservation confirmation and payment.

Unless the proposal expressly indicates a different validity period, quotations will have limited validity and may change due to variations in availability, exchange rates, taxes, supplier rates, seasonality, availability, logistical costs, or operating conditions.

A quotation does not constitute a confirmed reservation. A reservation will only be considered confirmed once Threads Travel has received the required payment, the minimum traveler information, and the corresponding written confirmation.

Images, maps, schedules, descriptions, or visual references included in proposals or digital channels are illustrative and may vary due to operational, weather-related, logistical, safety, availability, or supplier-related reasons.

7. Reservation and Confirmation

To confirm a reservation, the client must comply with the conditions indicated in the commercial proposal, which may include:

• Acceptance of the proposal or itinerary.
• Full payment, advance payment, or required deposit.
• Submission of identification and contact information for the travelers.
• Submission of information necessary for reservations, permits, insurance, transfers, activities, or special requirements.
• Acceptance of payment, cancellation, modification, safety, personal data processing policies, and any other applicable conditions.

Threads Travel may refrain from confirming or providing a service when the required payment has not been received, when the information provided is insufficient or inaccurate, when there are legal or operational restrictions, or when the service cannot be provided under adequate conditions of safety, legality, or quality.

8. Prices, Currency, Taxes, Inclusions, and Exclusions

Prices may be expressed in Colombian pesos, U.S. dollars, or another currency indicated in the proposal. When currency conversions apply, the exchange rate indicated by Threads Travel, the payment gateway, the financial institution, or the corresponding supplier will apply, depending on the payment channel used.

Prices are per person, per group, per service, or per package, as expressly indicated in the proposal. The final price will depend on the travel dates, number of travelers, category of services, availability, season, operating conditions, and the client’s special requests.

The commercial proposal will specify the applicable inclusions and exclusions. Unless expressly stated otherwise, prices do not include:

• Domestic or international airfare.
• Visas, immigration permits, vaccinations, medical tests, or health requirements.
• Travel insurance, medical assistance, or baggage insurance.
• Personal expenses, laundry, minibar, phone calls, purchases, souvenirs, or consumption not included.
• Voluntary tips for guides, drivers, service staff, or local communities.
• Meals, beverages, activities, transfers, entrance fees, or services not described as included.
• Taxes, fees, contributions, bank charges, financial commissions, exchange rate differences, or third-party charges not expressly included.

Threads Travel will endeavor to ensure that information regarding prices, quality, coverage, seasonality, availability, and inclusions is clear, verifiable, and sufficient. In the event of an evident typographical, publication, or quotation error, Threads Travel may correct the information prior to the confirmation of the reservation

9. Payments

Payments may be made through the methods informed by Threads Travel, including bank transfer, debit or credit card, payment gateways, payment links, international payments, or other authorized mechanisms.

Reservations may require full or partial payment, depending on the nature of the service. When installment payments are agreed upon, failure to comply with a payment deadline may result in suspension of the reservation, loss of availability, fare changes, supplier penalties, or cancellation of the service, in accordance with the conditions communicated to the client.

Payments made through financial institutions, platforms, or payment gateways may be subject to anti-fraud validations, commissions, taxes, currency conversion charges, international fees, or other costs defined by such third parties. Threads Travel does not control the rates, commissions, or policies of the client’s financial institutions.

Threads Travel does not store complete credit or debit card information when payment is processed by external gateways or entities. Such third parties will process the information in accordance with their own security and privacy policies.

10. Right of Withdrawal

When the contract is concluded through non-traditional methods, distance sales, or electronic commerce, the consumer may exercise the right of withdrawal in the cases, terms, and conditions provided by applicable Colombian legislation.

As a general rule, the right of withdrawal must be exercised within five (5) business days following the execution of the contract in the case of services, provided that the service has not begun to be performed with the consumer’s authorization and that no legal exception applies.

The right of withdrawal shall not apply, among other cases established by law, when the service has already begun to be provided with the consumer’s authorization, when the services are clearly personalized or designed according to the client’s specific requirements, when the price is subject to fluctuations beyond Threads Travel’s control, or when the nature of the service makes withdrawal legally inapplicable.

To exercise the right of withdrawal, the client must send a written request to contacto@threadstravel.com, indicating full name, identification document, reservation details, purchase date, and a clear statement of withdrawal. When applicable, Threads Travel will refund the amounts paid in accordance with the applicable legal terms.

11. Changes, Modifications, and Cancellations

11.1. General Provisions

Any request for changes or cancellations must be sent in writing to the official operations email indicated by Threads Travel in the proposal or booking confirmation or, failing that, to contacto@threadstravel.com. The request shall only be deemed received once Threads Travel confirms its receipt or when its effective delivery to the official channel can be verified.

Threads Travel acts as an intermediary between the client and the suppliers involved in the provision of the service, such as airlines, hotels, accommodations, local operators, transportation providers, guides, restaurants, host communities, insurance companies, payment platforms, and other third parties linked to the tourism operation.

Accordingly, the policies, restrictions, penalties, refund conditions, availability, and modifications established by such third parties shall prevail over Threads Travel’s policies in the components where they are applicable. Threads Travel will inform the client of the suppliers’ known conditions and will manage change or cancellation requests in good faith, without guaranteeing acceptance by independent third parties.

This policy operates without prejudice to the right of withdrawal when legally applicable under Colombian law.

11.2. Cancellation Policy by the Client or Tourist

The refund percentage will depend on how far in advance Threads Travel receives the written cancellation notice. Unless the proposal, booking confirmation, invoice, voucher, specific contract, or supplier policy establishes more restrictive conditions, the following general policy shall apply:

In cases of force majeure, certified illness, or duly documented domestic emergency, Threads Travel will manage with suppliers the possibility of granting a credit for future travel, subject to availability, supplier conditions, fare differences, and service charges. This management does not imply a guarantee of approval of the credit or an obligation to issue a refund when suppliers apply penalties or restrictions.

11.3. Change and Modification Policy

1. Date Changes

• Date changes are allowed without an administrative penalty from Threads Travel when requested more than twenty (20) calendar days in advance, provided there is availability and the client assumes any fare differences, penalties, or additional costs applicable by hotels, airlines, transportation providers, local operators, or other suppliers.
• Date changes requested less than fifteen (15) calendar days in advance will incur an administrative fee from Threads Travel equivalent to fifteen percent (15%) of the total package value, plus any fare differences, penalties, and additional costs charged by suppliers.
• Requests submitted between nineteen (19) and fifteen (15) calendar days before the start of the trip will be subject to availability, supplier conditions, and possible fare differences or third-party charges.

1. Changes to Experiences and Itineraries

• Modifications to on-site activities, such as changing a coffee tasting for horseback riding or another similar experience, must be requested at least forty-eight (48) hours in advance.
• Last-minute changes will be subject to the local operator’s logistics, availability, safety conditions, permits, weather, transportation, and other operational variables. These changes may generate additional charges and, when the canceled activity cannot be recovered or resold, may result in a charge of up to one hundred percent (100%) of the value of the canceled activity.
• Once the trip has started, Threads Travel will make reasonable efforts to support modifications requested by the client; however, it does not guarantee the feasibility of changes during operations nor assume costs arising from voluntary decisions made by the client or traveler.

11.4. Specifications by Component

Air Transportation: refund, change, penalty, fare difference, baggage, endorsement, no-show, or partial-use conditions depend exclusively on the fare, class, and conditions contracted with the airline. Threads Travel may charge an administrative fee for processing the request with the corresponding airline or intermediary.

Boutique Accommodation: boutique hotels, signature accommodations, lodges, and lodging located in remote areas usually operate under strict cancellation policies, limited availability, and prepayment conditions. If the accommodation applies a one hundred percent (100%) penalty or a non-refundable condition, such penalty will be transferred to the client.

Ground and Private Transportation: cancellations of transfers, private vehicles, drivers, or ground logistics made less than twenty-four (24) hours in advance will not be refundable due to the logistical commitment of the vehicle, driver, operational availability, and associated costs.

Experiences, Tickets, Permits, and Local Operators: activities subject to permits, limited availability, specialized guides, host communities, private reservations, non-refundable tickets, or weather conditions may have specific modification or cancellation policies, which shall prevail over the general policy when they are more restrictive.

11.5. Cancellations by Threads Travel, Suppliers, or Force Majeure

Threads Travel may cancel, modify, substitute, or reschedule all or part of an experience when there are safety concerns, weather conditions, road closures, navigation restrictions, public order situations, decisions by authorities, environmental risks, force majeure, unforeseen circumstances, supplier unavailability, or any circumstance that may affect the safety, integrity, or proper provision of the service.

When Threads Travel must cancel a specific experience due to safety, weather, or operational reasons, such as road closures, unsafe river conditions, access restrictions, local alerts, or similar situations, it may offer the client one of the following alternatives, depending on feasibility:

• An alternative activity of equal or greater value.
• A credit for the value of the specific activity to be used during the same trip
• A refund of the value of that specific activity when it cannot be replaced or compensated with a reasonable alternative.

In events of force majeure, unforeseen circumstances, or third-party actions not attributable to Threads Travel, refunds will be subject to the amounts effectively recovered from suppliers, the conditions of each contracted component, and any administrative, financial, or operational costs already incurred.

11.6. Refunds

Approved refunds will be processed within an estimated period of fifteen (15) to thirty (30) business days, counted from the written confirmation approving the refund and the receipt of the banking or financial information necessary to process the return.

Financial costs, credit card commissions, payment gateway commissions, bank charges, costs for national or international transfers, exchange rate differences, taxes, withholdings, or expenses associated with the refund shall be assumed by the client and deducted from the refundable amount, unless applicable law provides otherwise.

When payment has been made in foreign currency or through international payment methods, the final refunded amount may vary due to exchange rates, financial commissions, banking processing times, or payment intermediary policies.

11.7. Acceptance of the Change and Cancellation Policy

By making a deposit, advance payment, partial payment, full payment, or booking confirmation, the client declares that they are aware of and accept Threads Travel’s change and cancellation policies, as well as the specific supplier conditions applicable to the contracted trip, package, experience, or service.

Threads Travel strongly recommends purchasing comprehensive trip cancellation insurance that covers, among other things, illness, accidents, domestic emergencies, trip interruption, operational changes, missed connections, force majeure, and other events that may affect the completion of the trip.

12. Travel Requirements, Documents, Visas, and Health

It is the responsibility of the client and each traveler to verify, obtain, and carry identification documents, passports, visas, entry or stay permits, vaccination certificates, authorizations for minors, health requirements, insurance policies, immigration documents, and any other requirements demanded by authorities, airlines, countries, suppliers, or destinations.

Threads Travel may provide general guidance or information regarding known requirements; however, such information does not replace the traveler’s direct verification with consulates, immigration authorities, airlines, health entities, or competent suppliers.

Threads Travel shall not be responsible for denied boarding, denied entry, stay, departure, access to services, fines, losses, additional expenses, or cancellations arising from incomplete, expired, incorrect, insufficient documents, or unmet requirements by the traveler.

Travel Insurance and Assistance

Threads Travel recommends that all travelers obtain comprehensive travel insurance covering, at a minimum, medical assistance, accidents, cancellation, trip interruption, loss or damage of baggage, repatriation, adventure activities when applicable, and other risks associated with the destination or itinerary.

In some programs, experiences, or activities, Threads Travel may require the purchase of specific insurance as a condition for participation. When the client decides not to purchase insurance or chooses limited coverage, they shall assume the risks and consequences arising from such decision, except for liability legally attributable to Threads Travel.

14. Physical Conditions, Accessibility, and Special Requirements

The client and travelers must inform, prior to the reservation confirmation, of any health condition, allergy, dietary restriction, mobility condition, pregnancy, disability, accessibility requirement, physical limitation, medication, special need, or circumstance that may affect the safety, operation, or enjoyment of the trip.

Threads Travel will endeavor to make reasonable accommodations when possible and when informed in a timely manner. However, some experiences may have natural, geographic, physical, climatic, cultural, community, access, or safety restrictions that limit the participation of certain travelers.

Failure by the client or traveler to disclose relevant information may affect the provision of the service, generate additional costs, or prevent participation in certain activities, without necessarily entitling the traveler to a refund.

15. Traveler Conduct and Safety

Travelers must comply with the instructions of Threads Travel, guides, operators, transport providers, authorities, host communities, and suppliers during the operation of the service.

Threads Travel may deny, suspend, or terminate a traveler’s participation in an activity or itinerary when their conduct puts at risk their own safety, that of other travelers, communities, suppliers, property, ecosystems, cultural heritage, or the proper operation of the service.

Prohibited conduct includes, among others: aggression, harassment, discrimination, problematic consumption of alcohol or psychoactive substances, non-compliance with safety regulations, damage to property, disrespect toward communities, sexual or commercial exploitation of persons, illegal activities, unauthorized possession of weapons, trafficking of wildlife, flora, or cultural heritage, and any conduct contrary to the law or the principles of responsible tourism.

16. Protection of Children and Adolescents

Threads Travel rejects all forms of commercial sexual exploitation, abuse, violence, pornography, trafficking, or violation of the rights of children and adolescents in the context of travel and tourism.

The client, user, and traveler agree to refrain from requesting, promoting, facilitating, concealing, or participating in activities related to the commercial sexual exploitation of children and adolescents, or any illegal conduct or conduct contrary to their comprehensive protection.

Threads Travel may immediately cancel any service, deny assistance, remove a traveler, inform suppliers, and report to the competent authorities any act, request, suspicion, or conduct related to commercial sexual exploitation, abuse, or violation of the rights of children and adolescents.

When minors are traveling, the client must ensure that they have the authorizations of parents, legal guardians, or competent authorities, as well as the documentation required by law and by service providers.

17. Responsible Tourism, Communities, and the Environment

Threads Travel promotes responsible tourism that respects local communities, territories, cultures, ecosystems, natural heritage, and cultural heritage.

Travelers must respect environmental, cultural, community, and safety regulations applicable to each destination. It is prohibited to extract, purchase, sell, transport, or harm wildlife, flora, archaeological pieces, cultural property, heritage assets, prohibited substances, or items whose commercialization or possession is illegal.

Threads Travel may adjust, suspend, or cancel activities when their execution may affect the safety, dignity, privacy, autonomy, culture, territory, or well-being of host communities, ecosystems, or heritage assets.

18. Suppliers, Partners, and Third Parties

For the proper provision of services, Threads Travel may contract, coordinate, or collaborate with suppliers and partners such as hotels, transport providers, guides, restaurants, local operators, communities, airlines, insurance companies, booking platforms, payment gateways, and other third parties.

Threads Travel will endeavor to work with suitable, formal, and appropriate suppliers for the nature of the service. However, some services will be materially provided by third parties, who may have their own operational, safety, cancellation, schedule, admission, documentation, restriction, liability, and usage policies.

Threads Travel shall not be responsible for acts, events, or omissions of independent third parties beyond its reasonable control, except where liability is legally attributable to Threads Travel. In all cases, Threads Travel will manage in good faith any reasonable claims made by the client against suppliers linked to the contracted service.

19. Limitation of Liability

Threads Travel shall be liable for the fulfillment of obligations directly attributable to it in accordance with the law, the accepted proposal, and these Terms and Conditions.

Threads Travel shall not be responsible for losses, damages, delays, expenses, injuries, illnesses, accidents, cancellations, interruptions, or impacts arising from:

• Force majeure, unforeseen events, or unpredictable or unavoidable circumstances.
• Decisions, restrictions, closures, controls, or actions by national, local, environmental, immigration, health, police, or airport authorities.
• Weather, geological, road, maritime, river, air, environmental, or public order conditions.
• Acts or omissions of independent suppliers not directly controlled by Threads Travel.
• Conducta, negligencia, incumplimiento de instrucciones, retraso, no presentación o decisiones voluntarias del viajero.
• Incomplete, expired, false, insufficient documentation, or documentation not accepted by authorities or suppliers.
• Loss, theft, damage, or deterioration of personal belongings, except where liability is legally attributable to Threads Travel.
• Services, purchases, activities, or modifications contracted directly by the client or traveler with third parties not authorized by Threads Travel.

Nothing in these Terms and Conditions shall be interpreted as an exclusion of liability for willful misconduct, gross negligence, breach of mandatory legal obligations, or non-waivable consumer rights.

20. Intellectual Property

All content, trademarks, names, texts, designs, routes, concepts, itineraries, photographs, videos, materials, documents, commercial proposals, travel narratives, curation methodologies, databases, and other elements developed or published by Threads Travel are the property of Threads Travel or their respective owners.

The delivery of a proposal, itinerary, or quotation does not transfer intellectual property rights to the client. The client may not copy, commercialize, operate, resell, publish, reproduce, or use Threads Travel’s itineraries, concepts, routes, or content for purposes other than contracting or evaluating the service, unless prior written authorization has been granted.

21. Restrictions of Use

The user agrees not to use Threads Travel’s channels, content, or services to:

• Make false, speculative, fraudulent, or misleading requests.
• Impersonate individuals, agencies, companies, partners, or travelers.
• Interfere with the security, availability, or operation of digital channels.
• Use robots, scraping, automated data extraction, or similar tools without authorization.
• Send spam, viruses, malware, mass emails, offensive, illegal, discriminatory, pornographic, violent, or unlawful content.
• Violate the intellectual property, privacy, image, reputation, confidentiality, or security rights of third parties.
• Promote illegal activities, sexual exploitation, sex tourism, human trafficking, trafficking of wildlife or flora, consumption or trafficking of prohibited substances, corruption, money laundering, terrorism financing, or any unlawful conduct.

22. Personal Data Protection

The processing of personal data by Threads Travel shall be governed by its Personal Data Processing and Privacy Policy, available through the company’s official channels.

By providing personal information, the client, user, or traveler declares that the information is truthful, complete, accurate, and up to date, and authorizes its processing for commercial, operational, administrative, legal, security, and tourism service provision purposes.

23. Photographs, Videos, and Testimonials

During trips, experiences, events, or activities, Threads Travel may take photographic or audiovisual recordings for memory, operational, documentation, or communication purposes.

When Threads Travel intends to use identifiable photographs, videos, testimonials, or images of travelers for commercial, promotional, advertising, or branding purposes, it will request the corresponding authorization, except in cases where the law permits their use without specific authorization.

24. Petitions, Complaints, Claims, and Requests

Los clientes, usuarios o viajeros podrán presentar peticiones, quejas, reclamos, solicitudes de información o reclamaciones relacionadas con los servicios de Threads Travel a través del correo contacto@threadstravel.com.

The request must include, at a minimum, full name, identification document, contact information, reservation number or reference when applicable, a clear description of the facts, claim, or request, and any available supporting documents.

Threads Travel will respond to requests within the applicable legal timeframes and may require additional information when necessary to verify the identity of the requester, validate the reservation, or analyze the reported facts.

Without prejudice to Threads Travel’s customer service channels, the consumer may file a complaint before the Superintendence of Industry and Commerce or another competent authority when they believe their rights have been violated in accordance with the law.

25. Changes to the Terms and Conditions

Threads Travel may modify, update, or adjust these Terms and Conditions whenever deemed necessary for legal, regulatory, commercial, operational, technological, or service-related reasons.

The current version shall be the one published or communicated through Threads Travel’s official channels. Modifications will not affect previously confirmed reservations unless required by law, safety reasons, force majeure, regulatory changes, or agreement with the client.

26. Entire Agreement, Interpretation, and Precedence

These Terms and Conditions, together with the commercial proposal, booking confirmation, invoice, voucher, privacy policy, supplier conditions, and any other documents accepted by the client, constitute the agreement applicable to the contracted service.

In the event of any contradiction between these Terms and Conditions and a specific proposal accepted by the client, the specific proposal shall prevail with respect to the contracted service, provided that it does not conflict with mandatory consumer protection, tourism, personal data, or other applicable regulations.

If any provision of these Terms and Conditions is deemed invalid, ineffective, or unenforceable by a competent authority, the remaining provisions shall remain valid and enforceable.

27. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of the Republic of Colombia, especially the regulations applicable to tourism, consumer protection, electronic commerce, personal data protection, intellectual property, and other related provisions.

Any dispute shall first be submitted to direct communication, negotiation, and resolution mechanisms with Threads Travel. If a direct resolution is not possible, the parties may submit the matter to the competent administrative or judicial authorities in Colombia, without prejudice to the consumer’s non-waivable rights.

28. Validity

These Terms and Conditions shall enter into force upon their publication or communication by Threads Travel and shall remain in effect while the company offers, commercializes, intermediates, coordinates, or operates tourism services.