Terms, conditions of sale and legal notice

1.1. Commercial Role and Honest Service Scope: In strict compliance with Colombian Law 1480 of 2011 (Consumer Statute), Safe Travels Go declares that it operates exclusively as a technology platform for commercial logistics coordination. The Company holds no direct transport operating licenses issued by the Ministry of Transport nor does it own public transport vehicle quotas. Coordinated services are strictly limited to executive, tourist, medical, and corporate passenger ground transport in licensed White-Plate vehicles with an assigned driver; Safe Travels Go does not provide armored vehicles, armed security details, or self-drive vehicle rentals (rent-a-car).

1.2. Commercial Mandate Contract: Upon confirming a reservation, the Client enters into a commercial mandate contract without representation (Articles 1262 to 1286 of the Colombian Commercial Code), authorizing Safe Travels Go to coordinate and contract legally authorized special transport (white-plate) operators on their behalf. Services are dispatched with an assigned driver; vehicle or driver substitutions may occur for operational reasons and will be communicated in advance.

1.3. B2B commercial compliance guarantee and insurance protection: Safe Travels Go certifies to enterprise clients, hotel allies, and commercial partners that all dispatched vehicles operate under formal special transport regulations (White Plate), carrying their valid Single Contract Extract Form (FUEC) issued by the licensed transport company, active SOAT and RTM certificates, and Contractual (RCC) and Extracontractual (RCE) civil liability policies with coverage up to 100 SMMLV per passenger. Additionally, Safe Travels Go integrates with insurance allies to offer an affordable daily travel and tour assistance policy covering road transit incidents, unexpected illnesses, and medical emergencies. Travelers are advised to register their personal health insurance or medical policy codes during booking to expedite clinical support coordination if required.

2.1. Fare Calculation and Flat Rates: Fares are determined individually based on vehicle capacity, route topography, and distance. The platform presents a closed flat rate; however, the User acknowledges that quotes unconfirmed immediately are subject to rate variations without prior notice. Safe Travels Go reserves the right to withdraw promotions or discounts at any time.

2.2. Payment Conditions: To secure reservations scheduled for future dates, the Client must pay a 50% deposit at the time of booking. The remaining 50% must be paid no later than seventy-two (72) hours prior to service commencement. For reservations made less than 72 hours before pickup, 100% payment is required upon confirmation. Clients who complete 100% upfront payment receive operational priority and preferential rescheduling flexibility. Allied drivers are strictly unauthorized to collect cash directly unless expressly instructed by headquarters.

2.3. Manifest System Errors: Safe Travels Go reserves the right to unilaterally cancel any reservation reflecting an evident typographical error or system calibration defect (such as a ride quoted at a negligible price contrary to market reality). Exploitation of technological glitches constitutes a violation of these terms.

3.1. Hourly Chauffeur Service: For continuous urban travel with multiple stops, hourly service requires a minimum consecutive block of three (3) hours. To ensure road safety, the service includes a maximum mileage allowance of twelve (12) accumulated kilometers per booked hour (e.g., 36 km in a 3-hour block). Additional kilometers are billed as an overage according to vehicle category rates.

3.2. Night Surcharges: To compensate operational staffing during late hours, trips running between 20:00 (8:00 PM) and 05:00 (5:00 AM) include a clear night surcharge shown directly in the quotation.

4.1. Complimentary Courtesy Waiting Times and JMC Airport Pickup Protocol: The following maximum courtesy wait times apply from the scheduled flight arrival time or agreed appointment hour:

• International Flights: Sixty (60) minutes from the scheduled flight arrival time, providing ample margin for customs, immigration processing, and baggage collection. If the airline fails to publish flight delays on time, travelers retain their full 60-minute courtesy window from the scheduled arrival time.

• Domestic Flights: Thirty (30) minutes from the scheduled flight arrival time.

• José María Córdova Airport (MDE / JMC) Pickup Protocol: Due to airport transit regulations prohibiting unattended curb parking, standard rates include immediate exterior bay pickup outside the assigned terminal exit (Exterior Door 2 for international arrivals and Exterior Door 1 for domestic arrivals) once the passenger exits with luggage, following advance WhatsApp dispatch of vehicle and driver credentials. If the Client requests an indoor arrival hall greeting with a personalized name sign, the Client must cover the official airport parking fee (approx. $10,000 to $15,000 COP per hour for SUVs). For groups exceeding 5 passengers in Vans or Microbuses requiring indoor greeting, a dedicated terminal logistics assistant may be arranged ($50,000 to $100,000 COP additional fee, subject to availability).

• Medical Tourism, Hotel Pickups, and Door-to-Door: Fifteen (15) minutes.

• Hourly Chauffeur Service: No complimentary courtesy wait time. The driver is stationed 5 minutes before the requested start time.

• Corporate B2B Services: As defined in individual commercial agreements.

4.2. Additional Wait Time Billing: Once the courtesy window expires without passenger boarding or prior support notification, each additional hour fraction is billed at $55,000 COP per hour, divided into 15-minute intervals ($13,750 COP per block), plus applicable parking fees.

4.3. Flight Tracking: Clients are obligated to provide their exact flight number. The system supports automated schedule adjustments based on flight radar tracking or manual notifications. Safe Travels Go is not liable for untracked changes if the airline fails to publish updates or if the client neglects to report itinerary revisions.

4.4. User Verification Duty: Passengers bear sole responsibility for verifying pickup locations, confirmation messages, booking parameters, and designated meeting points via official notifications or our app.

5.1. Luggage Declaration and Physical Space Capacity: Users are required to declare the exact number and dimensions of luggage pieces upon booking. Under Colombian transit regulations, all vehicles carry mandatory road safety emergency kits and full-size spare wheels; furthermore, eco-friendly natural gas (VNG) or hybrid models house tanks and electrical units that reduce trunk space. Standard baseline allowances are: Premium SUV (2-3 medium/large bags of 23 kg + 2 carry-ons); Executive Minivan (3-4 large bags + carry-on); Corporate Van (6-8 large bags); Microbuses (12 to 20+ bags depending on seated capacity). Whenever four (4) passengers travel with three (3) or more large 23 kg suitcases, the system automatically recommends upgrading to an Executive Minivan (Category C) so no luggage is carried on passenger laps. Excess luggage remains subject to passenger count versus space verification, certified roof rack tie-downs if vehicle configuration permits, or an upgrade to a higher vehicle category with the Client covering the rate differential.

5.2. Minors and Infants: Safe Travels Go does not supply child retention seats (CRS) by default unless requested and confirmed in advance (special add-on subject to a $25 USD surcharge or COP equivalent). All minors and infants must travel in rear passenger seats accompanied by and under the sole responsibility of an adult.

5.3. Pet-Friendly Transportation: Pet transport is not included by default to preserve cleanliness and allergen comfort for future travelers. It may be requested as an optional specialized add-on (subject to prior allied driver confirmation and availability, with a $25 USD surcharge or COP equivalent). Pets must travel inside carriers or on clean protective blankets under the owner’s care. Deep cleaning or cabin repair surcharges apply under Clause 5.5 if soiling occurs.

5.4. Conduct Code and Right of Admission: Clients must maintain respectful conduct toward drivers. Safe Travels Go reserves the right of admission and may refuse or terminate service if a passenger displays severe intoxication, illegal substance consumption, unlawful behavior (strictly adhering to zero-tolerance child protection laws under Colombian Laws 679/2001 and 2068/2020), or violence.

5.5. Excessive Soiling and Vehicle Damage: In the event of interior damage, liquid spills, burns, or fabric tears caused by passengers, an immediate cleaning and repair penalty will be assessed to cover specialized sanitization and driver lost earnings.

5.6. In-Cabin Dashcam Recording: Clients acknowledge the use of in-cabin security cameras strictly for road safety, accident evidence, and personal protection.

5.7. Operational Route Information (Zero-Contact Privacy Rule): Drivers receive only the essential operational data (passenger name and itinerary instructions) needed to complete the trip. In compliance with our Absolute Privacy Policy, direct phone numbers and emails are never shared with drivers and are managed exclusively by operations central.

5.8. In-Cabin Amenities and 4G Wi-Fi Policy: All executive fleet units carry multi-port fast-charging cables. On-board 4G Wi-Fi connectivity is not an automatic standard amenity; it is provided exclusively upon advance request during booking, subject to technical vehicle capability, regional cellular tower coverage, and an additional service charge.

5.9. Lost and Found Protocol: Upon completing each ride, allied drivers inspect the cabin and trunk. Any forgotten items (mobile phones, passports, garments, or bags) are reported immediately to Operations Central under the Zero-Contact Privacy Rule. Clients must report lost items to our 24/7 WhatsApp line (+57) 301 706 3345 or support@safetravelsgo.com referencing their booking code; return delivery is coordinated to the passenger’s hotel or our Medellín operations office.

Modifications are subject to fleet availability and logistical feasibility. Clients must pay the fare differential if changing to a higher-value route or category (no refunds apply if the revised route is cheaper). Dates, traveler names, or route destinations may be adjusted under the following penalty scale:

• 20 or more days before pickup: Free modification.

• 19 to 8 days before pickup: $20,000 COP penalty (or USD equivalent).

• 7 to 3 days before pickup: $30,000 COP penalty (or USD equivalent).

• 3 days to 24 hours before pickup: $40,000 COP penalty (or USD equivalent).

• Less than 24 hours before pickup: NO MODIFICATIONS PERMITTED, except for typographical name corrections.

• In-Route Pickup Adjustments: Before dispatch, only origin or destination may be modified (not both). Once transit has commenced, changes must be coordinated exclusively through support.

7.1. 24-Hour Grace Period: Cancellations requested within twenty-four (24) hours of purchase receive a 100% refund, provided the booking is scheduled for more than 72 hours in the future.

7.2. Voluntary Cancellation Refund Scale (After grace period):

• 20 or more days before pickup: 90% refund.

• 19 to 15 days before pickup: 80% refund.

• 14 to 8 days before pickup: 50% refund.

• 7 to 3 days before pickup: 30% refund.

• Less than 3 days before pickup (< 72 hours): Cancellable but Non-Refundable (0%).

7.3. No-Show: If the driver arrives and the passenger fails to appear after courtesy wait time expires, 100% of the service fee is retained as operational loss compensation. For airport arrivals where the driver has departed, a replacement service may be booked subject to availability and selective courtesy discounts.

7.4. Involuntary Airline Cancellations:

• Notice over 5 hours in advance: 90% refund or free date change subject to availability.

• Notice between 5 and 1 hour in advance: 50% penalty on base fare plus 100% of incurred highway tolls, with rescheduling option upon covering the penalty.

• Notice under 1 hour in advance: 100% penalty (Non-refundable).

7.5. Refund Processing Timelines: Bank refunds take between 7 and 15 business days. Clients may choose immediate reimbursement through Travel Vouchers.

7.6. Force Majeure Cancellations: Claims based on force majeure are evaluated on case documentation, requiring formal evidence for exception consideration.

For on-demand services dispatched immediately, 100% is charged upon driver allocation:

• First 5 minutes: Free cancellation (balance credited toward future bookings).

• 5 to 15 minutes (if driver has not reached pickup): 20% penalty fee.

• After 15 minutes or once driver arrives: 100% non-refundable.

For e-commerce transactions, the statutory Right of Withdrawal (Article 47 of Law 1480 of 2011) applies within five (5) business days of purchase. This right is inapplicable if transport execution is scheduled to begin within five (5) business days following purchase, being governed by Clause 7.

Under Decree 587 of 2016, requests for electronic payment reversal due to fraud, unauthorized charges, or erroneous debits must be filed within five (5) business days to support@safetravelsgo.com or legal@safetravelsgo.com.

10.1. Encrypted Ecosystem and Fraud Prevention: Payments are processed under PCI-DSS and 3D Secure protocols via authorized gateways (Wompi Bancolombia, PayU Latam, Bold). Safe Travels Go never stores card details on internal servers. For transactions exceeding $300 USD or flagged as unusual, operations may request passport or photo ID verification. Refusal authorizes cancellation for security reasons.

10.2. Payment Disputes and Chargebacks: Any duplicate charge must be reported to support@safetravelsgo.com before contacting banking institutions. Fraud indicators will prompt protective account suspension via fraud@safetravelsgo.com.

10.3. AI Concierge and Language Assistance Tools: Real-time artificial intelligence and translation tools operate on allied drivers’ mobile devices (featuring beta Apple CarPlay and Android Auto integration in compatible vehicles) and through ongoing beta tests of the native Safe Travels Go translation engine in our passenger and driver applications. Itinerary suggestions generated by the AI concierge are strictly informational; travelers bear responsibility for verifying bookings and visiting schedules.

Under Colombian immigration mandates, foreign travelers must provide full names, passport numbers, nationality, and lodging destinations to facilitate mandatory reporting via the Foreigner Registration Information System (SIRE) operated by Migración Colombia.

12.1. Intellectual Property: All designs, trademarks, interfaces, and codebases across safetravelsgo.com remain the exclusive property of Safe Travels Go S.A.S.

12.2. Passenger Boarding Duty and Force Majeure: Missed flights, rail connections, or tours resulting from improper client scheduling remain under passenger responsibility. Safe Travels Go is not liable for delays arising from Force Majeure events along Antioquia highways (Invías closures, landslides, third-party accidents, or severe weather).

12.3. Governing Law and Jurisdiction: All terms are governed by the laws of the Republic of Colombia. Commercial disputes shall be submitted to the Conciliation and Arbitration Center of the Chamber of Commerce of Medellín for Antioquia.

12.4. PQRSD Channels, Service Level Agreements (SLAs), and Quality Guarantee: Petitions, Complaints, Claims, Suggestions, and Reports are handled via support@safetravelsgo.com, legal@safetravelsgo.com, and our 24/7 line (+57) 301 706 3345 under the following maximum response windows: under 5 minutes for active route coordination or road emergencies; 12 business hours for commercial inquiries and DIAN electronic billing; 24 business hours for operational PQRSD cases; and 10 to 15 business days for formal Habeas Data requests (Colombian Law 1581 of 2012). In the event of a verifiable pickup delay exceeding 15 minutes (attributable to our operation) or a confirmed failure in cabin cleanliness or climate control standards, the Client is entitled to a 20% compensation discount on the base fare of their next service.