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 by non-traditional or remote means (Contact Center and Web Page).
- The maximum term to exercise the right of withdrawal shall be five (5) business days from the date of purchase of the air ticket.
- Applicable, as long as the service has not had to be performed during the same five (5) business days.
- No withholding may be generated, the full refund is applicable.
- For airline tickets there is no refund of the administrative fee, in accordance with the provisions of Resolution 3596 of 2006.
- According to Decree 482 of 2020 issued by the National Government in virtue of the declaration of economic emergency, generated by the COVID 19 pandemic, the refunds to be made by the airlines will be made through airline services, this until one year after the end of the Economic Emergency.
- If you exercise your right of withdrawal via the portal https://servicioalcliente.onvacation.comthe airline will proceed to reimburse the corresponding amount of money as provided by the airline, once it makes the corresponding amount available to On vacation, within a maximum period of thirty (30) days.
- WITHDRAWAL (ONLY FOR PURCHASE OF AIR PASSES): In application of article 1878 of the Code of Commerce, the passenger may withdraw from the trip before its initiation, giving notice to the carrier or travel agency at least twenty-four (24) hours prior to the flight. In these cases, the carrier or travel agency may retain a sum of money, in accordance with the provisions of this paragraph. The carrier or travel agency, in accordance with the conditions of the fare, may withhold the agreed percentage, which may not exceed 10% of the amount received as fare, excluding fees, taxes and administrative fee. The withholding made to the passenger shall be made in favor of the carrier. The provisions of this paragraph shall not apply in the case of promotional fares, unless offered by the carrier, in which case it shall be applied in accordance with the conditions offered.
- According to Decree 482 of 2020 issued by the National Government in virtue of the declaration of economic emergency, generated by the COVID 19 pandemic, the refunds to be made by the airlines will be made through airline services, this until one year after the end of the Economic Emergency.
- If you exercise your right of withdrawal through the portal https://servicioalcliente.onvacation.comthe airline will proceed to reimburse the corresponding amount of money as provided by the airline, once the airline makes the corresponding amount available to On vacation, within a maximum period of thirty (30) days.
