Cancellation & Refund Policy

1. General Cancellation Policy

At Alas Madrid Colombia we understand that plans can change. That's why we have designed a fair and transparent cancellation policy that protects both our clients and the sustainability of our operations. Below we detail the cancellation and refund conditions for all our tandem paragliding packages.

2. Cancellation Deadlines and Refunds

2.1 Cancellation more than 48 hours in advance

Refund: 100% of the amount paid.

If you cancel your booking more than 48 hours before the scheduled date and time of your flight, you will receive a full 100% refund of the amount paid. The refund will be processed via the same payment method used for the booking within 5 to 10 business days.

Alternatively, you can choose to reschedule your flight at no extra cost, subject to availability.

2.2 Cancellation between 24 and 48 hours in advance

Refund: 50% of the amount paid.

If you cancel your booking between 24 and 48 hours before the scheduled date and time of your flight, you will receive a 50% refund of the amount paid. The remaining 50% is retained as compensation for reserving the slot, the pilot's availability and the logistics prepared for your flight.

You may also choose to reschedule your flight, in which case a rescheduling fee of 0.000 COP applies.

2.3 Cancellation less than 24 hours in advance or no-show

Refund: not applicable (0%).

Cancellations made less than 24 hours in advance, as well as no-shows at the meeting point without prior notice, are not eligible for a refund. This is because the resources (pilot, equipment, transport logistics) have already been committed exclusively to your flight.

In exceptional cases (documented medical emergencies, provable force majeure situations), we will assess the possibility of rescheduling your flight or issuing a credit for future use. Contact us to discuss your situation.

3. Cancellation Due to Weather

Free rescheduling or a full 100% refund.

Safety is our absolute priority. Paragliding flights depend directly on weather conditions (wind speed and direction, visibility, presence of rain or thunderstorms). If the weather does not allow a safe flight:

• Our pilot makes the final decision on whether it is safe to fly. This decision is final and is made solely based on safety.
• Free rescheduling: we will offer to reschedule your flight to another available date at no extra cost. We'll work with you to find the date that best fits your schedule.
• Full refund: if you can't reschedule (for example, if you're traveling and have no more available dates), you will receive a 100% refund of the amount paid.

We will notify you as far in advance as possible if the weather suggests the flight may not go ahead. However, conditions can change quickly in mountainous areas, so the final decision is made at the takeoff point.

4. Cancellation by Alas Madrid Colombia

In the exceptional event that we must cancel your flight for operational reasons (equipment maintenance, pilot unavailability, emergency situations), we will offer you:

• Priority rescheduling for the nearest available date, at no extra cost.
• A full 100% refund if you prefer not to reschedule.
• A 10% discount on your next booking as compensation for the inconvenience.

5. Cancellation Policy Summary

6. Booking Modifications

If you want to change the date, package or add-ons of your booking:

• Date change: free if requested more than 48 hours in advance. Subject to availability.
• Package change: you can upgrade to a higher package by paying the price difference. Downgrading to a lower package generates a credit for future use (no cash refund).
• Adding add-ons: you can add 4K video, 360° photos or VIP transport at any time before your flight, even on the same day.
• Change in number of people: you can add or reduce people with at least 24 hours' notice.

7. Refund Process

Refunds are processed as follows:

• Refund method: made via the same payment method used for the booking (bank transfer, Nequi, cash).
• Processing time: 5 to 10 business days from the approval of the cancellation.
• Confirmation: you will receive a confirmation via WhatsApp or email once your refund has been processed.

8. How to Cancel or Modify Your Booking

To cancel or modify your booking, contact us through any of the following channels:

• WhatsApp: +57 300 204 9090 (fastest reply)
• Email: contacto@alasmadridcolombia.com
• Phone: +57 300 204 9090

When requesting a cancellation, please include:

• Your full name
• The date of your scheduled flight
• The package booked
• The reason for the cancellation (optional, but it helps us improve)

9. Special Conditions

9.1 Groups

For bookings of 5 or more people, special cancellation conditions apply. Contact us to learn the specific terms for your group.

9.2 Promotions and Discounts

Bookings made with promotional rates or special discounts may have different cancellation conditions. These conditions will be clearly communicated at the time of booking.

9.3 Medical Restrictions

If, upon arrival at the takeoff point, our pilot determines that it is not safe to fly for previously undeclared medical reasons (intoxication, undisclosed physical conditions), no refund will apply. It is the passenger's responsibility to report any relevant medical condition at the time of booking.

10. Contact for Cancellation Questions

If you have any questions about our cancellation policy or need help with your booking, don't hesitate to contact us:

• WhatsApp: +57 300 204 9090
• Email: contacto@alasmadridcolombia.com
• Opening hours: Monday to Sunday, 9:00 AM to 5:00 PM (Colombia time)