General Terms & Conditions

1. TRAVEL CONTRACT:
An official travel contract between the tour operator, travel agency or direct client with Promotora Neptuno is established with our confirmation and our terms and conditions come into effect as per this moment.

2. ETHICAL CONDUCT:
Promotora Neptuno is committed to ethical tourism practices. We do not under any circumstances operate tours that promote or involve child abuse, prostitution, or activities that jeopardize the cultural heritage. Furthermore, we are committed to non-discrimination and do not discriminate against any individual or group based on race, religion, gender, nationality, disability, or any other characteristic. This commitment to ethical conduct is a cornerstone of our operations and services.

3. REQUESTS:
Promotora Neptuno services may be requested by all travel agencies, tour operators, airlines and tourist groups in the whole world.

4. CONFIRMATIONS:
All services must be confirmed only and exclusively by Promotora Neptuno.

5. RATES:
All prices are provided in USD, net-rates, per person (services) and per room (hotel rates), valid in the mentioned period and are subjetct to changes without previous notice.

6. EXCEPTIONS:
We understand, of course, that worldwide tour operators having already published a catalogue with our prices cannot change those anymore. In these cases Promotora Neptuno accepts for reservations from the tour operator catalogue the old prices we offered for the catalogue. Only in extreme situations these rates will be adapted.

7. HOTEL RATES:
If there´s only one hotel price, this rate refers to the lowest price of standard rooms in low season. An increasing number of hotels run their company like an airline. Therefore it might happen, that hotels will be confirmed with higher rates than mentioned in our manual. The reason for this is that there are no standard rooms to the lowest prices anymore available in the hotel. Of course, we will always explicitly emphasize this case to you in the confirmation.

8. VALUE ADDED TAX:
Some years ago, the Colombian government decided to exclude foreign tourists from the value added tax (IVA form Spanish, currently at 19%) added to accommodation rates with regards to reservations and payments made in the exterior. Therefore our prices are stated without the IVA.

9. FLIGHTS:
Domestic flight prices are very fluctuant and will depend on the date of the reservation, date of the flight, itinerary, airline and season. Tariffs must be re-confirmed when booking and are under request. National airport fee is included in the flight prices. Infants up to 2 year travel free of charge without the right for a seat. They must be carried by an adult. Kids between 2-12 years pay usually between 67% and 100% of that price.

10. PAYMENT POLICIES:
If there is no other special agreement we apply the following payment policy: FIT services: Confirmed reservations have to be paid in advance at least 30 days before hosts’ arrival by fund transfer to our bank account, credit card or cash. Group services: 50% deposit of confirmed reservations at least 90 days before arrival and final payment at least 30 days before arrival by fund transfer to our bank account, credit card or cash. Special payment policies may apply and will be informed at the moment of confirmation. We reserve the right to charge the flight tickets before or at the moment of booking.

11. BANK ACCOUNT INFORMATION:
*Panama

Bank:

Bancolombia Panamá

Bank address:

Plaza Marbella Calle Aquilino de la Guardia calle 47, Ciudad, República de Panamá

SWIFT:

COLOPAPA

Beneficiary:

Promotora Neptuno Cia Ltda

Account number:

010807677

12. CANCELLATION POLICIES:
We refund the following percentage of the total amount of booking (except flights – see below) depending on the moment of cancellation:

Until 31 days before arrival to Colombia:          

100% of the total amount

from 30 to 15 days before arrival to Colombia:

85% of the total amount

from 14 to 8 days before arrival to Colombia: 

70% of the total amount

from 7 to 1 day before arrival to Colombia:               

50% of the total amount

On the day of arrival:

10% of the total amount

Special cancellation policies may apply for groups and will be informed at the moment of quotation or confirmation.
During high season and for special hotels and services we may apply special cancellation policies in some hotels which will be informed at the moment of confirmation.

Flighttickets
Issued flight tickets are non refundable.

Change of travel date
Promotora Neptuno may charge any change of reservation. We inform about the amount at the moment of change.

Not used services
If the customer does not use already confirmed services after his arrival he/she has no right for refund. Anyway Promotora Neptuno commits itself to make an effort to get a refund from the different suppliers.

13. EXCHANGE RATE:
Promotora Neptuno has presumably offered the most attractive prices on the market for years. We succeed in doing that not only through successful negotiating with our providers but also by applying very attractive exchange rates from Colombian Peso to US Dollar or Euro for our clients.

14. GROUPS:
Prices for groups must be requested, unless they figure in the list of prices. In general it is possible to concede a Tour Conductor completely free of charge for each 15 full paying paxs.

15. CHILDREN POLICIES:
Children and babies (maximum two of them), less than 12 years old, (11 years and 364 days) can be generally lodged free in their parents (two adults) room, but please reconfirm that information when booking. Expenses for babies or children maintenance must be paid in each place where it would be necessary. From 12 years old onward, price to be paid will be full.

16. DOCUMENTS:
Tourists are responsible for the carrying and presentation of their own travel documents and required vaccination. Promotora Neptuno can not be held responsible for missing travel documents or vaccinations.

17. HEALTH INSURANCE:
Tourists are responsible of their health insurance during their stay in Colombia. Promotora Neptuno con not be held responsible for a missing health insurance nor the consequences that might occur.

Stephan Stober

General Manager

German, Spanish, English
With Neptuno since 2008

As a geographer, Stephan has been fascinated since his first visit to Colombia by the diversity of the landscapes in Colombia. He has lived in Colombia since 2008, and in May 2011 became a vital member of the incoming team of Promotora Neptuno. He joined Neptuno as an incoming & marketing manager while also teaching evening courses of geography at one of the university in Bogotá. Since 2018 he became a businesspartner, and since 2022 the general manager of Neptuno.