Terms and Conditions of Use — Tragovel

1. Identification of the operator and acceptance of terms

Tragovel is operated by [RAZÓN SOCIAL], a company duly incorporated and existing under the laws of the Republic of Colombia, identified with Tax ID (NIT) [NIT], with registered address at [DIRECCIÓN], [CIUDAD], Colombia, email: [CORREO] and phone: [TELÉFONO]. National Tourism Registry (RNT) No. [RNT].

In accordance with article 2 of Law 527 of 1999, acceptance of these Terms by accessing, registering or using the platform is equivalent to the unambiguous expression of the user's intention to be contractually bound. If you act on behalf of a legal entity, you declare that you have the authority to bind that entity.

Continued use of the platform after the publication of amendments to these Terms shall constitute acceptance of the updated versions.

2. Definitions

For the purposes of these Terms, the following terms shall have the meanings set out below:

• "Tragovel" or "Platform": the website, mobile application and other digital channels operated by [RAZÓN SOCIAL] for the intermediation of tourism and entertainment experiences.
• "User": any natural or legal person who accesses, browses, registers or transacts on the Platform.
• "Host" or "Provider": a natural or legal person who publishes and offers experiences, events, festivals or markets through the Platform.
• "Experience": any tourism, cultural, gastronomic, sporting, entertainment or similar service offered by a Provider and available for booking on the Platform.
• "Booking": the act by which the User selects and pays for an Experience available on the Platform.
• "User Content": photographs, reviews, comments and other material voluntarily uploaded by Users to the Platform.
• "Account": the personal profile created by the User to access the Platform's features.

3. Purpose and description of the service

Tragovel is a digital intermediation platform that connects Users with Providers of tourism, entertainment, gastronomy, culture, festivals, markets and related activities in Colombia and international destinations.

Tragovel acts exclusively as an intermediary between Users and Providers. Unless expressly stated otherwise in the description of a specific Experience, Tragovel does not directly provide the tourism or entertainment services listed on the Platform. The contractual relationship for the direct provision of the service is established between the User and the relevant Provider.

Tragovel makes available to Users tools for searching, comparing, booking and managing Experiences, as well as itinerary, packing list and Provider communication features.

4. Registration and user account

To access certain features of the Platform, the User must create an Account by providing truthful, complete and up-to-date information. Account creation is permitted only for natural persons aged 18 or over, or those with full legal capacity under Colombian law. Minors may only use the Platform under the supervision and express authorisation of their parents or legal guardians.

The User is responsible for maintaining the confidentiality of their access credentials (username and password) and for all activities carried out through their Account. Tragovel shall not be liable for damages resulting from unauthorised use of the Account when such use results from the User's negligence in safeguarding their credentials.

The User agrees to notify Tragovel immediately of any unauthorised access or security breach of their Account at [CORREO]. Tragovel reserves the right to suspend or cancel Accounts that have provided false information or that breach these Terms.

5. Acceptable use and prohibited conduct

The User agrees to use the Platform in compliance with applicable Colombian law, morality, good customs and public order. In particular, the User shall refrain from:

• Publishing, transmitting or sharing false, misleading, defamatory, obscene, discriminatory or hate-inciting content.
• Impersonating another person, company or organisation.
• Making fraudulent bookings or providing false or unauthorised payment information.
• Circumventing, disabling or otherwise interfering with the Platform's security mechanisms.
• Using automated tools (bots, scrapers, crawlers) to extract data from the Platform without express written authorisation from Tragovel.
• Publishing Experience listings without being the authorised Provider or without holding the required legal permits and tourism registration.
• Using the Platform for illegal activities, including money laundering, terrorism financing or any conduct classified as a crime under the Colombian Criminal Code.
• Infringing the intellectual property rights of Tragovel, Providers or third parties.

6. Bookings, pricing and payments

Experience prices are published in Colombian pesos (COP) unless expressly stated in another currency. Prices include applicable taxes in accordance with current Colombian tax regulations, unless explicitly stated otherwise in the Experience description.

Bookings are completed once the User receives electronic confirmation of a successful transaction. Tragovel uses certified and regulated payment gateways to process payments by debit card, credit card and other enabled electronic means. Payment data is processed with end-to-end encryption and Tragovel does not store complete credit or debit card information.

The User will receive a payment receipt and Booking confirmation to the email address registered in their Account. In the event of a technical failure preventing confirmation, the User should contact Tragovel before assuming the Booking was successfully processed.

7. Right of withdrawal

In accordance with article 47 of Law 1480 of 2011 (Consumer Statute), a User who has purchased an Experience through a non-face-to-face channel has the right to withdraw from the purchase within five (5) business days following the date of the transaction, without the need to state any reason and without incurring any penalty.

To exercise the right of withdrawal, the User must send their request to [CORREO] within the stated period, indicating the booking number and transaction details. Once the request is verified, Tragovel will process a full refund of the amount paid within no more than thirty (30) calendar days, using the same payment method used for the purchase.

The right of withdrawal does not apply in the following cases, as established by Law 1480 of 2011 and its supplementary regulations:

• When the service has begun to be rendered with the consumer's express agreement before the withdrawal period expires.
• Tickets to performances, festivals, concerts, sporting events or other Experiences with a specific date and time, once the event has begun.
• Experiences whose elements have been specifically crafted or personalised at the User's request.
• In all other cases expressly provided for in article 47 of Law 1480 of 2011 and Decree 735 of 2013.

8. Payment reversal

In accordance with article 51 of Law 1480 of 2011, as amended and regulated by Decree 587 of 2016, the User has the right to request a payment reversal when:

• The User has been the victim of fraud.
• The transaction was not authorised by the payment instrument holder.
• The purchased product or service was not received.
• The product or service delivered does not correspond to what was requested.
• The product or service is defective.

8. Payment reversal (continued)

To request a payment reversal, the User must: (i) notify Tragovel at [CORREO] within five (5) business days of learning of the event giving rise to the request, and (ii) notify the payment instrument issuer (bank or financial institution) within the same period.

Tragovel, together with the payment processor, will take the necessary steps to process the reversal within the timeframes established by current regulations. A reversal request does not apply in cases of consumer regret where none of the above causes exist; in such cases, the right of withdrawal set out in Section 7 applies.

9. Cancellations, changes and refunds

The cancellation and change policies applicable to each Experience are set by the relevant Provider and are published clearly and visibly on each Experience's detail page before the User completes the Booking, in compliance with article 23 of Law 1480 of 2011.

Tragovel acts as an intermediary in processing refunds agreed between the User and the Provider in accordance with published policies. Tragovel may facilitate communication and management between the parties but does not assume responsibility for the Provider's failure to return funds when such failure is solely attributable to the Provider.

In the event of cancellation due to causes attributable to Tragovel as a platform (technical error in the Booking, payment processing failure, etc.), Tragovel guarantees a full refund to the User within the maximum period established by applicable regulations.

10. Provider liability and National Tourism Registry (RNT)

In accordance with Law 300 of 1996 (General Tourism Law) and Law 2068 of 2020, tourism service providers operating in Colombia must be registered in the National Tourism Registry (RNT). Tragovel requires tourism service Providers to demonstrate a valid RNT registration as a condition for listing Experiences on the Platform.

Tragovel's RNT as a travel agency or tourism intermediary, as applicable, is [RNT]. Providers are directly responsible to Users for the quality, safety and fulfilment of the tourism services offered, in accordance with the liability regime established in Law 300 of 1996 and its amending legislation.

Tragovel does not assume the Provider's liability to the User in the direct provision of the tourism service, without prejudice to Tragovel's own responsibilities as an intermediary and the obligations arising from Law 1480 of 2011.

11. Intellectual property

The trade name "Tragovel", logos, designs, interfaces, source code, databases, and the selection and arrangement of Platform content are the exclusive property of [RAZÓN SOCIAL] or its licensors, and are protected by Colombian and international intellectual property laws, including Andean Community Decision 486 and Law 23 of 1982.

The User receives a limited, non-exclusive, non-transferable and revocable licence to access and use the Platform solely for the purposes set out in these Terms. Nothing in these Terms shall be construed as an assignment of intellectual property rights in favour of the User.

User Content that the User uploads to the Platform (reviews, photographs, comments) remains the property of the User; however, by uploading it, the User grants Tragovel a worldwide, non-exclusive, royalty-free, sublicensable and transferable licence to use, reproduce, modify, adapt, publish and display such content in the context of the operation of the Platform.

12. Limitation of liability and intermediary role

Tragovel acts as a technology intermediation platform and is not a direct party to the service agreements concluded between Users and Providers, unless expressly stated otherwise in the Experience description.

To the fullest extent permitted by applicable Colombian law, Tragovel shall not be liable for: (i) Providers' failure to deliver Experiences; (ii) the quality, safety or suitability of services provided by Providers; (iii) indirect, incidental, special, consequential or punitive damages arising from use of the Platform; (iv) service interruptions due to force majeure or fortuitous events as defined in article 64 of the Colombian Civil Code.

Tragovel's maximum liability to the User for any claim arising from use of the Platform, where permitted by law, shall be limited to the total value of the Booking that is the subject of the claim. This limitation does not apply in cases of wilful misconduct or gross negligence attributable to Tragovel, nor in cases where consumer protection regulations establish minimum non-waivable liabilities.

13. Personal data protection

Tragovel processes Users' personal data in compliance with Law 1581 of 2012 (General Personal Data Protection Regime) and its implementing decrees, in particular Decree 1377 of 2013. [RAZÓN SOCIAL] acts as Data Controller for the data collected through the Platform.

The purposes of processing, the rights of data subjects (access, rectification, deletion, portability, withdrawal of consent and complaints to the Superintendence of Industry and Commerce), the mechanisms for exercising those rights, international data transfers and retention periods are described in detail in our Privacy Policy, available at /privacy.

By creating an Account or using the Platform, the User gives their free, prior, express and informed consent to the processing of their personal data in accordance with the current Privacy Policy. For queries about data processing, please contact us at [CORREO].

14. Consumer service and PQR

Tragovel provides a consumer service channel for receiving and managing Petitions, Complaints and Claims (PQR — Peticiones, Quejas y Reclamos), in compliance with articles 50 et seq. of Law 1480 of 2011. The User may submit a PQR via email at [CORREO] or through the forms available on the Platform.

Tragovel undertakes to respond to every PQR within a maximum period of fifteen (15) business days from the date of receipt of the complete request, as established by Law 1480 of 2011. In cases where the complexity of the request requires additional time, Tragovel will inform the User of the status of their case before the deadline expires.

The Superintendence of Industry and Commerce (SIC) is the competent consumer protection authority in Colombia for claims that have not been satisfactorily resolved by Tragovel. The User may approach the SIC through its official channels at www.sic.gov.co once they have exhausted Tragovel's direct customer service channel.

15. Amendments and term

Tragovel reserves the right to modify, update or replace these Terms at any time, at its sole discretion. Any amendment shall take effect from the date of its publication on the Platform, unless a later effective date is expressly indicated.

Tragovel will notify registered Users of material changes to these Terms by means of a prominent notice on the Platform or by email at least fifteen (15) calendar days before the changes take effect, where reasonably practicable. Continued use of the Platform after publication of the amendments shall constitute acceptance of the updated Terms.

If the User disagrees with the changes made, they must stop using the Platform and, if desired, request deletion of their Account in accordance with the procedure set out in the Privacy Policy. These Terms shall remain in force while the User maintains an active Account or uses Tragovel's services.

16. Applicable law and jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of the Republic of Colombia, including, without limitation, Law 527 of 1999, Law 1480 of 2011, Law 1581 of 2012, Law 300 of 1996 and Law 2068 of 2020.

The parties agree that any dispute that cannot be resolved amicably shall be submitted to the exclusive jurisdiction of the courts and tribunals of the Republic of Colombia, with express waiver of any other forum that might otherwise apply by reason of their present or future domicile or for any other reason. This is without prejudice to the User's right to approach the Superintendence of Industry and Commerce in the exercise of its consumer protection functions.