Terms of service
Terms and Conditions – Juan Ballena
Welcome to juanballena.com. By booking any experience or service with us, you agree to the following terms and conditions.
1. Nature of our services (Intermediary)
Juan Ballena acts as a commercial intermediary and agent between customers and independent local operators (beach clubs, boat captains, and transport providers).
The service agreement is entered into directly between the customer and the local provider. We are not liable for errors, negligence, or misconduct of third parties during the execution of the activity.
2. Punctuality and Transportation
It is your sole responsibility to be present at the agreed time and location. No refund will be issued if you arrive later than the check-in time and miss the departure or transfer.
Recommendation: Arrive at least 30 minutes prior to the scheduled time. We are not liable for traffic delays or logistics that result in missed flights or connections.
3. Cancellations, Changes and Refunds
General Experiences:
- Free cancellation up to 24 hours before the start for a full refund.
- Less than 24 hours or No-show → Non-refundable.
Group Bookings (4+ Guests):
- 30+ days before → Full refund minus 10% administrative fee.
- Between 30 and 15 days before → 50% refund.
- Less than 15 days before → Non-refundable (includes partial group reductions).
Private Boat Rentals:
- 5+ days before → Full refund minus 10% administrative fee.
- 72 hours before → 50% refund of the deposit, minus 10% fee.
- Less than 72 hours → Non-refundable.
4. Weather and Sea Conditions
Only official port closures by maritime authorities (DIMAR) qualify for rescheduling or a full refund.
Personal decisions not to attend based on weather app forecasts are considered No-shows and are non-refundable if the operation is cleared to depart.
5. Conduct and Safety
Juan Ballena reserves the right to refuse service or request the removal of any traveler exhibiting aggressive behavior, visible drunkenness, or conduct that compromises the safety of the group. No refund will be issued in these cases.
6. Responsibility and Documentation
It is the traveler's duty to carry valid passports, visas, and health documents required by Colombian authorities.
We accept no responsibility for lost, stolen, or damaged personal items during activities or transfers. Please look after your belongings.
By booking with Juan Ballena, you confirm that you have read and accepted these terms and conditions in full.
