right of withdrawal
The right of withdrawal established in the Consumer Statute (Law 1480 of 2011) applies, according to the following conditions:
- For purchases made through non-traditional or remote means (Contact Center and Website).
- The maximum period to exercise the right of withdrawal will be five (5) business days from the day of purchase of the airline ticket.
- This applies, provided that the service did not have to be performed during the same five (5) business days.
- No withholding will be allowed; a full refund will be issued.
- For airline tickets, administrative fees are not refundable, in accordance with the provisions of Resolution 3596 of 2006.
- If you exercise your right of withdrawal through the portal https://servicioalcliente.onvacation.comOn Vacation will proceed to refund the corresponding amount as determined by the airline, once the airline makes the corresponding amount available to On Vacation, within a maximum period of thirty (30) calendar days, and for e-commerce purchases (website) it corresponds to 15 calendar days
- CANCELLATION (ONLY FOR AIR TICKET PURCHASES): Pursuant to Article 1878 of the Commercial Code, passengers may cancel their trip before departure by notifying the carrier or travel agency at least twenty-four (24) hours prior to the flight. In such cases, the carrier or travel agency may retain a sum of money, in accordance with the provisions of this section. The carrier or travel agency, in accordance with the fare conditions, may retain the agreed-upon percentage, which may not exceed 10% of the fare amount, excluding taxes, fees, and administrative charges. The retention from the passenger will be made in favor of the carrier. The provisions of this section will not apply to promotional fares, unless offered by the carrier, in which case they will be applied according to the offered conditions.
- If you exercise your right of withdrawal through the portal https://servicioalcliente.onvacation.comThis will proceed to refund the corresponding amount as determined by the airline, once the airline makes the corresponding amount available to On vacation, within a maximum period of thirty (30) calendar days and for e-commerce purchases (website) it corresponds to 15 calendar days.
