Help Center

Find an experience using the search bar or by browsing categories. On the detail page, select your preferred date and the number of guests, then click "Book now". You will be prompted to log in or create a free account. After confirming the booking details, proceed to payment. You will receive a confirmation email with your booking code once the payment is processed.

Tragovel accepts the following methods: credit and debit cards (Visa, Mastercard, American Express), PSE (Pagos Seguros en Línea — the standard Colombian online bank transfer system), and Nequi / Daviplata. All transactions are encrypted and processed through a PCI-DSS certified payment gateway. Prices are displayed in Colombian pesos (COP).

Under Article 47 of Law 1480 of 2011 (Colombian Consumer Statute), you have the right to withdraw from a purchase within 5 business days of the transaction, provided that the event or experience has not yet taken place and you have not started using the service. To exercise this right, contact us at /contact before the deadline. We will process a full refund to your original payment method within 5 to 30 business days, depending on your bank.

Submit a refund request through the "My Bookings" section or via our contact form at /contact. Once approved, refunds are credited to the original payment method: card refunds typically take 5–15 business days; PSE bank transfers take 3–5 business days. Refunds under the right-of-withdrawal guarantee are always full. For cancellations outside that window, refund amounts depend on how far in advance the cancellation is made and the provider's policy.

Yes. Go to "My Bookings" in your account and select the booking you want to change. Cancellations made more than 72 hours before the experience may be eligible for a full or partial refund, subject to the individual provider's cancellation terms. Date changes are subject to availability and must be requested at least 48 hours in advance. For free cancellation, always check the experience detail page before booking.

To create an account, click "Sign up" in the navigation bar and enter your name, email address, and a password. You can also register with Google. To reset your password, click "Sign in", then select "Forgot your password?" and enter the email address linked to your account. You will receive a reset link within a few minutes. Check your spam folder if it does not arrive.

Tourism providers in Colombia must be registered with the Registro Nacional de Turismo (RNT), administered by the Ministry of Commerce, Industry and Tourism. Once you have your RNT registration, visit the Providers section at /provider and complete the application form. Our team will review your profile within 5 business days. After approval you can publish experiences, events, and packages directly from your provider dashboard.

We comply with Law 1581 of 2012 (Colombian Personal Data Protection Act) and Decree 1377 of 2013. Your data is used solely to provide and improve the service. We do not sell your information to third parties. You have the right to access, rectify, and request deletion of your data at any time. Read our full Privacy Policy at /privacy.

You can submit a PQR (Petición, Queja o Reclamo) at any time through our contact form at /contact or by writing to support@ourtrip.co. We acknowledge all PQRs within 2 business days and provide a full resolution within 15 business days, in accordance with Colombian consumer regulations. Urgent safety issues are escalated immediately.

Use a strong, unique password and never share it. Enable two-factor authentication (2FA) from your account security settings. Tragovel will never ask for your password by email or phone. If you suspect unauthorized access, change your password immediately and contact support at /contact. We monitor accounts for suspicious activity and will notify you by email of any login from an unrecognized device.