Booking Terms & Conditions

AGREEMENT: By booking and making payment for a tour or workshop (hereafter referred to as “tour”) via Toucan Café the tour participant (hereafter referred to as “you”) confirm that you have read, understood and agree to abide by the following terms & conditions.

TOUR INFORMATION: All information about each tour is described in detail on our website however the information is subject to change as we constantly improve our programs. Toucan Café works in partnership with several tour operators for tours realized outside of Toucan Cafe’s facilities.

PRICING: The price of all tours listed on our website are valid from January to December 2017 and are subject to change without notice due to any significant change of any item’s cost or exchange rate variations. Alternatively, if you wish to book a private tour please contact Toucan Café for pricing, availability and more details.

PAYMENTS: Payment must be made prior to the tour. Payments can be made in cash (Colombian Pesos) or by credit card at the Toucan Café. Credit card payments are subject to a 5% banking administration fee.

DOCUMENTS: Foreign tourists are exempt from paying 19% sales tax (IVA) provided that a photocopy of your passport is supplied prior to the tour, to confirm your status as a tourist. Without a photocopy of your passport Toucan Café are obliged by law to charge 19% IVA. The easiest way to provide this information is to take a photo and email it to us.

INSURANCE: In order to be covered by our insurance policy, you must provide the following personal details prior to the start of the tour – full name, nationality, date of birth and email address.

SAME DAY BOOKINGS: We recommend you book the tour in advance to ensure the tour is not cancelled due to insufficient numbers. In some cases there may be the option to book and pay on the day of the tour. We recommend you arrive at least 30 minutes prior to the start time or departure time to ensure sufficient time to complete the registration process and process your payment. Don’t forget your passport.

MINIMUM TOUR PARTICIPANTS: Each tour is subject to a minimum number of participants which is stated on our website

If you purchase a tour and the minimum number of participants is not reached for that tour, you will have the option to transfer to the next available tour or be refunded 100% of the tour price. You must advise your decision within 24 hours of the start time of the cancelled tour. If you paid by credit card or online you may receive a refund in cash from the Toucan Cafe or by a reversal of the original credit card transaction. Please note that the refund by credit card may take 30 working days to process which is a limitation of our service providers, not Toucan Cafe.

CANCELLATION: Once paid, if you wish to cancel your attendance on the tour 48+ hours prior to the start time a 10% penalty applies. If you wish to cancel 24 – 48 hours prior to the start time of the tour, a 20% penalty is applied. If you cancel less than 24 hours prior to the tour start time, the penalty is 100% of the tour price.

In the event of serious medical illness or any emergency that may prevent you from participating in the tour, a 100% refund will be given upon presentation of a doctor’s medical report or police certificate within 48 hours of the intended tour start date.

The weather in and around Medellin is unpredictable and the city can experience all 4 seasons in one day. Despite this all our tours/workshops operate regardless of the weather condition and will never be cancelled due to inclement weather.

HEALTH AND FITNESS REQUIREMENTS: Although none of our tours could be described as “adventure tours” we recommend you be in good health and in normal physical condition capable of keeping up with a brisk walk. It is vital that if you have medical problems, or any condition that may impair your health, that you make them known to us before departure and bring any necessary medication.

AGE: Our tours are generally recommended for ages 18 to 55 years. If you wish to bring children under the age of 18 please consult with Toucan Café prior during the booking process. Likewise if you are over 55 years of age. There is no discount for children.

DIETARY REQUIREMENTS: If you have a special dietary requirement or food allergy please advise prior to the tour departure. On our day-tours where a country style lunch is provided generally a vegetarian option will be available. In the rural countryside we cannot guarantee they have the expertise to meet the requirements of vegans or other special dietary requirements. We recommend you consult with us prior to booking and if in doubt bring suitable food with you, just to be sure.

BEHAVIOR: Toucan Café may refuse to carry a person whose behavior is detrimental to the enjoyment of the group. You agree to accept the authority of the guides and accept their decisions. Our staff are entitled to a safe working environment and our passengers to a great experience. Any threats to safety, whether physical or verbal, or inappropriate behavior may result in removal from the tour. If a guide requires a passenger to leave the vehicle, no refunds will be given and that passenger will be responsible for his/her own travel costs and arrangements from that point.

LIABILITY: Toucan Café and its service providers claim no responsibility for any loss, damage, accident, injury, sickness or schedule change due to weather, strike or any other cause that is beyond our control. We will make every effort to safeguard our customers and their personal property, but cannot be held responsible for personal events beyond the tour operator’s control, or to damage sustained by tour participants including those occurring outside the touring program. Whilst we provide insurance for most tours, this is a backup, you should also have comprehensive travel insurance to meet all contingencies.

Toucan Café and its service providers reserve the right to alter routes, itineraries or departure times, without prior notice, should the necessity arise. Toucan Café also assumes no responsibility for any act of negligence or omission whatsoever, by any company whose services are used as part of the tours.

COMPLAINTS & SUGGESTIONS: We are always trying to improve our tours to ensure we are Medellin’s number one tour provider. If you would like to submit a complaint or suggestion it should be made in writing via e-mail –  [email protected]

Toucan Café abides by Law 679 of August 3, 2001 issued by the Colombian Congress, with provisions which are given to prevent and counter exploitation, pornography and sex tourism with minors.

Toucan Café is a division of Study Spanish Group SAS with headquarters based at Carrera 41A #10-28, Medellin, Antioquia, Colombia. Our company identification number is NIT: 900738464 and we are a registered tourist provider with the Registro Nacional de Turismo (RNT): 40415