Los Nevados Ecolodge S.A.S. is a company dedicated to sustainable rural tourism services, including alpine-style cabin accommodation, regional cuisine experiences, and day-trip packages under programs such as Escapada Romántica, Ruta Aqua, Cosechando Ando and Ecoscientes, among others.

Booking any of our services constitutes a commercial agreement between Los Nevados Ecolodge S.A.S. and the guest, governed by the following terms.

⚖️ Applicable legal framework

• Law 300 of 1996 – Colombian General Tourism Law.
• Law 1558 of 2012 – Amendment to the General Tourism Law.
• Law 1480 of 2011 – Consumer Protection Statute: consumer rights in tourism services.
• Law 2068 of 2020 – Sustainable and rural tourism law.
• Decree 2438 of 2010 – Sanctions regime in tourism matters.
• Resolution 0657 of 2015 – MinCIT – Quality standards for accommodation providers.
• Law 679 of 2001 – Protection of minors in the tourism context.
• Law 527 of 1999 – Legal validity of electronic data messages and communications.

📖 Definitions

📋 Cancellation table

Cancellations must be submitted in writing to reservas@econevados.com or via WhatsApp +57 314 263 0798, stating the guest's name, booking number, and reason.

📌 Important notes

• Our packages are integral and indivisible. Partial cancellation of components does not entitle the guest to a refund for unused services within the package.
• For group bookings with a partial reduction in guest numbers, only the value of services not linked to accommodation will be refunded, subject to the applicable penalties.
• Administrative fees are capped at $50,000 COP per booking. Banking fees correspond to the actual charge from the payment provider.
• Official cancellation channels are email reservas@econevados.com and WhatsApp +57 314 263 0798. Written confirmation with name, booking number, and reason is required. Verbal cancellations are not accepted.
• Claims regarding refunds must be submitted within 45 calendar days of the cancellation date.

⛈ Travel disruptions – Force majeure

In cases of illness, accident, road closures certified by competent authority, natural phenomena, or other force majeure events, the guest may reschedule their stay without penalty, provided they submit the required supporting documents:

• Illness or accident: medical certificate issued by a licensed healthcare facility.
• Road closure: official notice from a competent authority (Invías, Police, Governor's Office).
• Emergency: official emergency or calamity declaration.

🏡 Cancellation by the ecolodge

If Los Nevados Ecolodge S.A.S. cancels the service due to reasons attributable to the establishment, the guest will receive:

• A full refund of all amounts paid, including banking fees of the original transaction, or
• The option to reschedule at no additional cost with priority availability.
• Cancellation notice will be given at least 5 days in advance, except in force majeure cases.

✅ Ecolodge obligations

• Guarantee the contracted booking and not allocate the accommodation to other guests once the deposit is confirmed.
• Organise the complete logistics of all services included in the package.
• Send a written booking confirmation with full service details before the stay.
• Provide an informational welcome briefing on house rules, sustainability policy, and safety.
• Protect personal data in accordance with our Privacy Policy.
• Respond to cancellations and claims within 24 business hours of receipt.

🤝 Guest obligations

• Pay the 50% deposit of the total booking value to confirm the reservation. The balance is due at check-in.
• Provide arrival details, transport method, and group size in advance.
• Present original ID and booking confirmation at check-in.
• Respect check-in hours (1:00 pm – 7:00 pm) and the agreed check-out time.
• Comply with internal rules, the sustainability policy, and Colombian law, especially environmental protection and child protection legislation (Law 679 of 2001).
• Accept financial liability for any damage to furniture, infrastructure, or fittings caused during the stay.

👶 Policy for minors

In accordance with Law 679 of 2001 and the Code of Childhood and Adolescence:

• All minors must present a birth certificate or ID card. If not accompanied by their parents or legal guardians, a notarised authorisation is required.
• Infants under 2 years: no accommodation charge. A $40,000 COP fee applies for repeated linen changes.
• Children 2–10 years: special rates apply. When sharing a room with a paying adult, an individual (not double) rate applies.

🔎 Dispute resolution

In the event of any dispute, the parties agree to exhaust the following mechanisms in order:

• 1. Direct complaint to the ecolodge through official channels.
• 2. Out-of-court mediation at a recognised mediation centre in Gigante or Neiva, Huila.
• 3. Complaint to the Superintendencia de Industria y Comercio (SIC) under the Consumer Protection Statute (Law 1480 of 2011).
• 4. Ordinary legal action.

🏛 Jurisdiction and applicable law

For all legal purposes arising from these terms, the parties expressly submit to the ordinary courts of the Republic of Colombia, with jurisdiction in the municipality of Gigante, department of Huila, and to applicable Colombian law.

Acceptance of these terms is presumed upon payment of the deposit. The current version is always available at www.econevados.com/en/cancellation-policy.

📂 Version history