BOOKING, CANCELLATION, CHANGE, AND REFUND POLICY

Morada Experience designs private, personalized journeys that require the advance coordination of hosts, transportation, restaurants, cultural venues, artists, specialists, and other partners. The following terms shall apply to bookings made by travel agencies, travel advisors, and other commercial partners, unless specific conditions for a particular experience have been agreed upon in writing at the time of confirmation.

1. CANCELLATIONS BY THE CLIENT OR AGENCY

- 30 calendar days or more prior to the experience: 100% refund of the amounts paid, deducting only third-party costs expressly identified as non-refundable at the time of booking confirmation.

- Between 15 and 29 calendar days prior to the experience: 75% refund of the booking value. Third-party costs previously identified as non-refundable may be additionally deducted where applicable.

- Between 8 and 14 calendar days prior to the experience: 50% refund of the booking value. Third-party costs previously identified as non-refundable may be additionally deducted where applicable.

- Between 72 hours and 7 days prior to the experience: 25% refund of the booking value, subject to unrecoverable costs and commitments incurred with third parties.

- Less than 72 hours prior to the experience: The booking will be considered non-refundable, without prejudice to any applicable rights under Colombian law or amounts effectively recovered by Morada from its suppliers.

2. NON-REFUNDABLE THIRD-PARTY COSTS

Some experiences require advance payments, deposits, or commitments with:

- Restaurants

- Private transportation

- Artists or specialists

- Galleries and cultural venues

- Entrance fees

- Workshops

- Private buyouts or reservations

- Special activities

- Other third-party suppliers

Whenever any of these services are partially or fully non-refundable, this condition will be communicated, whenever possible, prior to booking confirmation. In the event of cancellation, any amount recovered from such suppliers will be factored into the calculation of any potential refund to the client or agency.

3. NO-SHOW POLICY

If a traveler fails to show up or does not utilize the contracted services, Morada Experience will apply the terms permitted under current Colombian tourism legislation, including the provisions of Article 65 of Law 300 of 1996 and its regulatory norms. When a deposit or advance payment subject to retention in case of a no-show has been agreed upon in writing, the conditions expressly accepted at the time of booking will apply.

4. CHANGES AND RESCHEDULING

Morada Experience will make all reasonable efforts to accommodate date change requests.

- More than 7 days prior: One rescheduling will be permitted without an administrative fee from Morada, subject to availability. The client must cover any rate differences, penalties, or unrecoverable costs imposed by third parties.

- Between 72 hours and 7 days prior: The request will be subject to availability and to any third-party costs or penalties already incurred.

- Less than 72 hours prior: Modifications may be treated as a cancellation and new booking if the initially confirmed services cannot be modified.

5. TRAVELER SUBSTITUTION

When permitted by the nature of the experience and supplier terms, the agency may request the substitution of one or more travelers. Morada will endeavor to process the change without charging its own penalty, provided it is requested with reasonable advance notice. Any additional costs charged by third parties shall be borne by the client or agency.

6. LATE ARRIVALS

The experience will begin at the confirmed time. In the event of a late arrival, Morada will endeavor to adapt the itinerary; however, the originally scheduled end time may be maintained due to venue reservations, operating hours, and prior commitments. Services or activities that cannot be carried out as a consequence of the traveler's late arrival will not automatically entitle the client to a refund.

7. OPERATIONAL ADJUSTMENTS

The curated nature of Morada's experiences means that certain venues, specialists, or encounters are subject to availability. When circumstances such as traffic, weather conditions, unexpected closures, venue availability, or causes reasonably beyond Morada’s control necessitate adjustments to the program, Morada may alter the sequence, timing, or components of the itinerary, striving to maintain an experience of comparable quality and value. Minor changes that do not substantially alter the nature of the experience will not be considered a cancellation.

8. CANCELLATION OR NON-PERFORMANCE BY MORADA

If Morada Experience is unable to provide a confirmed service in whole or in part, the rights established under Colombian tourism legislation will apply. As applicable, Morada may offer:

- An alternative service of equivalent quality

- Rescheduling

- A refund or compensation corresponding to the unrendered services

9. FORCE MAJEURE AND EXTRAORDINARY CIRCUMSTANCES

When an experience must be canceled, modified, or interrupted due to circumstances beyond the reasonable control of the parties—including natural disasters, severe public order disruptions, government restrictions, road or venue closures, health emergencies, major transport cancellations, or other similar events—Morada will prioritize:

- Rescheduling the experience

- Offering an equivalent alternative, or

- Refunding amounts that can be recovered

Penalties and unrecoverable costs previously applied by third parties will be taken into account.

10. RIGHT OF WITHDRAWAL (DERECHO DE RETRACTO)

Where the right of withdrawal (Derecho de Retracto) under Colombian consumer protection law (Law 1480 of 2011) is legally applicable, it will prevail over the commercial conditions set forth in this policy.

11. CANCELLATION REQUESTS

All cancellations or modifications must be submitted in writing via email or through the official communication channel used to confirm the booking. The date and time of receipt of said communication shall determine the applicable cancellation window. Deadlines will be calculated based on local time in Bogotá, Colombia.

12. REFUNDS

Applicable refunds will be processed, whenever possible, using the same payment method used for the booking. Morada Experience will process refunds within the applicable legal timeframe and, in any case under Colombian tourism regulation, within a maximum of thirty (30) calendar days from the formal claim. Payment gateway processing fees, bank fees, foreign exchange differences, or external financial charges not received by Morada will be subject to the rules of the payment method utilized and are non-refundable.

13. SPECIAL CONDITIONS

Certain bookings may be subject to specific policies due to:

- Groups

- Corporate programs

- Multi-day experiences

- Private buyouts/access

- High-demand dates

- Special events

- Fully tailor-made services

These conditions must be communicated and accepted in writing prior to booking confirmation and will prevail over this general policy regarding the respective booking.

14. TRAVEL INSURANCE RECOMMENDATION

Morada Experience strongly recommends that travelers hold adequate travel insurance covering cancellations, trip interruptions, medical emergencies, personal belongings, and other unexpected circumstances.

15. PREVENTION OF COMMERCIAL SEXUAL EXPLOITATION OF CHILDREN AND ADOLESCENTS (ESCNNA)

MORADA EXPERIENCE and the CLIENT / CONTRACTING PARTY hereby declare their full knowledge of, adherence to, and strict compliance with Colombian Law 679 of 2001, Law 1336 of 2009, and Law 2068 of 2020, which establish the legal framework to prevent and combat the sexual exploitation, pornography, and sexual tourism involving minors.

- MORADA EXPERIENCE strictly refrains from offering, promoting, or facilitating—whether explicitly or implicitly—any plans, contacts, or activities that involve the sexual exploitation or abuse of children and adolescents.

- The CLIENT / PASSENGER undertakes to maintain ethical conduct and absolute respect for the fundamental rights of minors throughout the execution of all curated experiences.

- Should any behavior violating these regulations or placing a minor at risk be detected, MORADA EXPERIENCE will immediately terminate the provision of services without right to refunds or indemnification, and will proceed to file an official report with the competent authorities (National Police, Attorney General's Office, and ICBF).

Under the Colombian Penal Code, the sexual exploitation and abuse of minors are severe criminal offenses punishable by mandatory imprisonment, alongside administrative and financial sanctions.