TERMS AND CONDITIONS

TERMS AND CONDITIONS

Hotel Lumbre Glamorous Camping Valle de Cocora, Salento – Quindío This document constitutes a Framework Contract regulating the provision of services by LUMBRE S.A.S to its CLIENTS and, in all cases, will be integrated with the offers included on the website www.glampinglumbre.com. Consequently, this document establishes the general conditions for the execution of services offered and contracted by the CLIENTS as specified in the offers selected by them.

1. ACCEPTANCE OF TERMS AND CONDITIONS BY THE CLIENT

By accessing the website and/or any of the services offered by LUMBRE S.A.S., it is considered that the CLIENT is fully aware of the content of the offers made by LUMBRE and is well informed of the conditions regarding the time, manner, and place of each offer at the moment of requesting the service. In case of doubt, the CLIENT must contact LUMBRE prior to taking any service via email since, once the service is reserved, it cannot be canceled or modified except as described later. Once LUMBRE accepts to provide the service, it will exclusively interpret the content of the offers presented on the website, supported by clarifying communications sent at any time to the respective CLIENT. In any case, the CLIENT expressly declares acceptance of any contract through which LUMBRE decides to regulate these terms and conditions. By accepting these Terms and Conditions, it is presumed that the CLIENT is aware of the level of risk involved in the activities offered by LUMBRE and freely accepts them, assuming full responsibility for damages caused to themselves or third parties during the execution of said activities.

2. REQUIREMENTS THAT THE CLIENT MUST MEET

CLIENTS who are not over 18 years of age must be accompanied by their parents, who will sign all documents on their behalf, or by a responsible adult duly authorized in writing by the guardian. Likewise, CLIENTS must present licenses/courses/certifications/permits/medical declarations or any suitable documents certifying their experience, aptitude, and ability to take part in the services acquired from LUMBRE according to the table included at the end of these Terms and Conditions. Nevertheless, LUMBRE will require the CLIENT to present information through the medical form filled out by the CLIENT before check-in and certain documents to verify their medical condition and ability to access services. It will be the CLIENT’s responsibility to provide LUMBRE with any additional information considered relevant to prove their full capabilities and any relevant medical condition. LUMBRE declares that the only source of information it will have access to is that exclusively provided by the CLIENTS, presumed truthful, complete, and timely at all times. The lack of truthful, complete, and timely information will be considered grounds for excluding responsibility by LUMBRE S.A.S.

3. SERVICES OFFERED THROUGH THE WEBSITE

To access any of the aforementioned services, the CLIENT must request the chosen service from LUMBRE by completing and sending the service request formats established by LUMBRE on the website or via email, phone call, or any other means allowing LUMBRE to know the desired trip by the CLIENT. For the purposes of this document, the CLIENT and LUMBRE understand that there are two types of offers:

1. STANDARD OFFERS: These are offers provided by LUMBRE through its website, for which the CLIENT accepts the content and expressly established conditions.
2. CUSTOMIZED OFFERS – TAILOR-MADE ACCOMMODATION: These are offers specifically designed by LUMBRE for a particular interested CLIENT, exceeding, modifying, or complementing standard offers.

4. RESERVATION OF SERVICES

To make a reservation, the CLIENT must complete and send the “RESERVATION FORM” or other “FORMATS” established by LUMBRE on its website, which will be considered service orders in favor of LUMBRE for all legal purposes. The reservation is only perfected when LUMBRE accepts the service request submitted by the CLIENT. LUMBRE reserves the right not to accept service orders from CLIENTS who do not meet the company’s requirements or whenever the requested service exceeds LUMBRE’s capacities.

4.1 CANCELLATION OR RESCHEDULING BY THE CLIENT: If the CLIENT modifies or cancels the reservation, LUMBRE will apply cancellation rules defined for each service within standard or customized offers. If no conditions are specified, the following subsidiary rules will apply: i) Cancellation requested more than SIXTY (60) calendar days before the start date results in a penalty of FIFTEEN PERCENT (15%) of the amount paid; ii) If cancellation occurs between 59 and 30 days before the start date, 80% of the total service amount will be refunded; iii) Cancellations between 29 and 0 days before the start date result in losing 100% of the amount paid; iv) Cancellation during service execution results in losing 100% of the amount paid.

LUMBRE is not obligated to refund any amount if the CLIENT fails to appear timely or arrives late due to reasons beyond LUMBRE’s control. However, LUMBRE reserves the option to provide refunds at its discretion. If the CLIENT cancels more than 60 days in advance and wishes to reschedule, the previous reservation can be used for another service within six months of the original reservation without losing the deposit, subject to availability and conditions set by LUMBRE. For date changes, notification must be at least 15 days before the reservation date. A minimum penalty of $120,000 COP per room per night applies or higher depending on seasonality. Changing to a weekend or holiday incurs a penalty of $150,000 COP per room. Reservations can only be rescheduled within six months. Any tariff adjustments must be assumed by the CLIENT.

When booking services through www.glampinglumbre.com or via the reservation call center, you may exercise the right of retraction within five business days following purchase confirmation. Retraction cannot be exercised if service provision has started. If applicable, 100% must be refunded within 30 calendar days. The maximum term to exercise this right is five (5) business days from delivery or contract celebration. The right of retraction does not apply if fewer than five days remain before reservation.

4.2. CANCELLATION AND/OR MODIFICATIONS OF TRIPS BY LUMBRE BEFORE THEIR COMMENCEMENT: In the event of a situation considered as force majeure and/or unforeseeable circumstances or actions by a third party, LUMBRE may cancel any of the reservations without refunding to the CUSTOMER the amount paid, and shall keep the reservations open for rescheduling within the following 6 months from the initial reservation date without imposing any penalty charges on the CUSTOMER. LUMBRE shall not be responsible for any expenses incurred by the CUSTOMER.

LUMBRE may modify the offers published on the webpage in any manner, without prior notice, in the event of situations beyond its control that require it, such as sudden changes in road conditions, increased costs, weather conditions, and other external factors that could limit the services offered. It may also modify the offer in any manner for security reasons as deemed necessary, either before or during the execution of the service. Such modifications shall not constitute non-compliance by LUMBRE. In any case, LUMBRE guarantees that the new conditions will maintain the initially offered standards.

4.3. CANCELLATION AND/OR MODIFICATIONS OF TRIP CONDITIONS BY LUMBRE AFTER COMMENCEMENT: LUMBRE may cancel the service after its commencement and require the CUSTOMER to leave if the CUSTOMER does not comply with the safety, usage, and behavioral rules required on LUMBRE’s premises, or if the CUSTOMER physically or psychologically assaults other guests or third parties, or if the CUSTOMER’s behavior is dangerous, reckless, and/or represents a risk for the CUSTOMER or accompanying persons. In this case, the CUSTOMER shall compensate LUMBRE for any losses incurred and additional costs arising, such as early return of equipment and vehicles, hotels, meals, etc. LUMBRE shall not refund any amount paid by the CUSTOMER for the SERVICE.

4.4. CANCELLATION POLICIES DUE TO EXTERNAL CONDITIONS: LUMBRE may modify any of the conditions for executing contracted services whenever external situations beyond its control require it, including but not limited to: acts of civil disorder such as war, blockades, insurrections, riots, mass protests, and actions by military forces related to or in response to civil disorder; acts, or absence of acts, by the Government and Legislative and Judicial branches, including laws, orders, regulations, decrees, judgments, judicial actions, regulations, renewal or confirmation of permits and licenses, carried out either by the Government or any Competent Authority regarding equipment rental or high-risk activities; epidemics, landslides, hurricanes, floods, avalanches, lightning, earthquakes, fires, tsunamis, terrestrial, aerial, rail, river, and maritime transportation disasters; sudden alterations of road conditions, climatic conditions, and other external factors that may limit the services offered; none of which shall constitute non-compliance by LUMBRE. In any case, LUMBRE guarantees that the new conditions will maintain the standards initially offered as far as possible, and if it becomes necessary to cancel the trip, LUMBRE is not obligated to refund the payment for the service but shall reschedule it in the future if conditions allow.

5. PRICE, DEPOSIT, AND FINAL PAYMENT

Once the purchase request has been filled out and sent by the CUSTOMER and accepted by LUMBRE, the CUSTOMER will be obligated to pay the agreed price for the specific service selected or the price sent by LUMBRE if it involves a customized trip offer.

The price of the service will be the one confirmed by email to the CUSTOMER by LUMBRE when it concerns a customized offer, or the one published on LUMBRE’s webpage. For customized offers, the price must be paid within ten (10) days following acceptance by LUMBRE and sending of price confirmation, through a minimum deposit required by LUMBRE, which varies for each specific service. The payment percentage constituting the deposit entitles the CUSTOMER to have their place reserved in the service and will be considered an advance payment of it.

The remaining balance must be paid in one or several installments according to the conditions defined in the selected offer. LUMBRE reserves the right to cancel the reservation and charge a penalty equivalent to the deposit if the CUSTOMER does not make one or more payments on time.

For standard offers, the prices shown on the webpage are merely indicative and may vary if LUMBRE requires it to satisfy the CUSTOMER’s needs, with prior notice. In all cases, the total payment for the SERVICE must always be completed before the TRIP commences, unless LUMBRE has expressly agreed otherwise with the CUSTOMER.

5.1. INCLUSIONS IN SERVICE PRICES: The price paid by the CUSTOMER to LUMBRE for the selected services will exclusively include activities expressly listed in the standard and/or customized offer effectively accepted by LUMBRE, as well as all complementary services reasonably required for effective execution according to LUMBRE’s service standards.

5.1.1. INCLUSION OF VEHICLES AND/OR EQUIPMENT IN SERVICES: If a service requiring a vehicle and/or equipment necessitating an operational license is contracted, the CUSTOMER must possess a valid and homologable license in Colombia for the type of vehicle and/or activity.

LUMBRE may refuse to allow the CUSTOMER to undertake the contracted service if the CUSTOMER does not carry the applicable license, canceling the service for that CUSTOMER without being responsible for the costs derived from such cancellation and without being obligated to refund any portion of the paid price.

Vehicles and/or equipment used during trips may vary. The published photographs of vehicles and/or equipment may differ from those delivered to the CUSTOMER while maintaining their utility.

At the time of vehicle and/or equipment delivery, the CUSTOMER must provide a deposit coverage equivalent to the deductible of the vehicle and/or equipment insurance, if applicable, for which a voucher will be issued by LUMBRE. LUMBRE reserves the right to adjust the deposit amount contained in the voucher and the deductible without prior notice. This deposit will be refunded upon the return of the vehicle or equipment in the same condition as delivered.

If a vehicle and/or equipment required for the CUSTOMER’s participation in the service becomes damaged for reasons beyond LUMBRE’s control, LUMBRE will make its best effort to replace it. However, if it cannot be replaced, LUMBRE shall not be obligated to do so.

If the CUSTOMER can no longer use the vehicle and/or equipment during the service, they must inform LUMBRE of this situation, with the CUSTOMER assuming all costs derived from the transportation of the vehicle and/or equipment.

5.1.2. CUSTOMER’S OWN VEHICLE AND/OR EQUIPMENT: The CUSTOMER may access services offered by LUMBRE using their own vehicle and/or equipment as stated in the purchase order, provided they meet all requirements established for rented vehicles and/or equipment on offered trips. Similarly, the CUSTOMER participating in any trips will be obligated to comply with all obligations established in these TERMS AND CONDITIONS, except for payment corresponding to vehicle and/or equipment rental costs. LUMBRE will not be responsible for damage, theft of said vehicles/equipment, nor for accidents suffered by the CUSTOMER through their use during trips.

6. EXCLUSIONS FROM THE PRICE

Aspects that are not explicitly included in the standard offer detailing what is included in the service published on the website, or in the customized offer accepted by LUMBRE and sent to the CLIENT, will not be included in the price of services. Neither will the price cover personal equipment, personal travel expenses, traffic fines, vehicle and/or equipment rentals other than those provided during the trip, among others.

6.1. LUGGAGE, AUTOMOBILES, AND OTHER PERSONAL BELONGINGS: LUMBRE shall not be responsible at any time for loss of luggage, personal items left inside vehicles, damage or loss of vehicles, or loss of any personal belongings of the CLIENT and/or their companion, whether these events occur inside or outside LUMBRE’s facilities. It is recommended to take out an insurance policy to cover luggage, automobiles, or other items. The CLIENT may request that a member of LUMBRE’s staff safeguard their valuables or those of their companions; if such a request is not made, LUMBRE will not be responsible for damages or losses to these items.

6.2. OWNERSHIP OF MULTIMEDIA MATERIAL: Photographs, videos, and any other material produced by LUMBRE during the stay or during activities carried out are the sole property of LUMBRE, including both patrimonial and moral rights related to them. LUMBRE may use such material for any purpose, at its sole discretion, without limitation and without the need to obtain permission from the CLIENTS appearing in such material.

7. PAYMENT METHODS

Payments made to LUMBRE must be carried out using the payment methods available on the website or through means specifically indicated by LUMBRE to the CLIENT.

8. REQUIRED VALID DOCUMENTATION

LUMBRE assumes that the CLIENT is fully aware and knowledgeable of the fact that, in order to travel within Colombia and according to LUMBRE’s requirements, the CLIENT must possess the necessary documents, such as visas, vaccinations, certificates, among others. LUMBRE expressly declares that the CLIENT shall be solely responsible for complying with the presentation of required documents at any moment and will bear full responsibility for any consequences resulting from failure to comply.

9. LIABILITY

LUMBRE will be responsible for providing the services offered on its website or those agreed upon between LUMBRE and the CLIENT, limiting its scope to what is published on its website at the time the agreement is formalized. LUMBRE shall not be held liable if such conditions need to be modified without prior notice due to force majeure or unforeseeable circumstances.

The CLIENT shall be responsible to LUMBRE for payment of the chosen service, as well as for all damages caused during the service to third parties, damages that could affect its reputation and commercial standing, bodily harm or death that the CLIENT may suffer during the service, provided these result from causes not attributable to LUMBRE, and traffic accidents and third-party damages occurring as a consequence of the services acquired, provided these do not result from force majeure, unforeseen events, or victim’s fault.

The CLIENT of the service shall be responsible to LUMBRE for any damages that they, their family members, and/or companions cause to LUMBRE, to its equipment, rooms, outdoor spaces, damages to other guests, employees, or third parties.

The CLIENT expressly agrees that they shall be solely responsible for payment of all damages and/or injuries caused to themselves, their family members, heirs, third parties, and in general any person during the validity and execution of these TERMS AND CONDITIONS, releasing LUMBRE from the duty of supervision that the CLIENT has over their dependents or guardians responsible for minors participating in any of the trips.

LUMBRE will not be responsible for the safety of the CLIENT, nor for loss of luggage or personal effects belonging to the CLIENT and/or their companions. LUMBRE shall only be responsible for actions arising from willful misconduct or gross negligence.

Whenever LUMBRE acts towards the CLIENT as a marketer of services operated by a third-party affiliate, LUMBRE will be responsible to the CLIENT for: (i) guaranteeing the existence and provision of the service based on information previously provided on its website, according to its standards and the information delivered to LUMBRE; (ii) clearly, concisely, and fully transmitting relevant information to the CLIENT so they understand the characteristics of the service(s) to be operated by the third-party provider, information which LUMBRE presumes to be truthful; (iii) receiving and processing any complaint or claim the CLIENT presents against the affiliated third-party; (iv) clearly, concisely, and fully transmitting relevant information so the CLIENT understands the characteristics of the service(s) they wish to acquire; (v) remaining available to the CLIENT to address and resolve any doubts or inconveniences arising from the provision of service before entering into a contract between the CLIENT and the affiliated third-party; (vi) providing continuous support to the CLIENT through suitable means, offering advice related to the services of third-party affiliates until the moment of signing the contract; (vii) facilitating the signing of the contract or binding agreement between the CLIENT and the affiliated third-party; (viii) ensuring the good condition and functionality of the equipment used, such as but not limited to airplanes, small aircraft, buses, minibuses, land transport, bicycles, motorcycles, boats, ships, among others.

LUMBRE shall not be responsible for any falsehood or inaccuracy in the information provided by the third-party provider, nor for any incident of any nature occurring under or indirectly related to the execution of the contract. If LUMBRE accompanies the CLIENT in any service provided by a third-party provider, this accompaniment shall not be interpreted as an assumption of liability under any circumstances. Therefore, the CLIENT accepts in advance the waiver explicitly made by LUMBRE under the previously described terms. The CLIENT shall be responsible for promptly notifying LUMBRE in writing of any incident, complaint, or suggestion related to the third-party provider.

When LUMBRE acts as a commercial agent for third-party providers offering travel and adventure travel products, LUMBRE will be responsible to the CLIENT for: (i) informing about the existence and characteristics of the service(s) offered by the third-party provider based on the information previously provided to LUMBRE, which LUMBRE presumes to be truthful; (ii) putting the interested CLIENT in contact with the third-party provider; (iii) clearly, concisely, and fully transmitting any additional information required by the CLIENT about the service provided by the third-party provider; (iv) keeping the CLIENT and third-party provider informed about any situation that might affect the signing of the contract or its proper execution; (v) resolving any doubt the CLIENT may have regarding third-party products to the extent of LUMBRE’s knowledge; (vi) facilitating the signing of the contract or binding agreement between the CLIENT and the third-party provider.

10. RISK

The CLIENT is fully aware of the risks and consequences involved in participating in activities offered by LUMBRE at its facilities, and the risks of staying at LUMBRE, an outdoor location. In addition to existing risks, certain activities undertaken during the stay may be considered high-risk, involving potential injuries including but not limited to: physical, mental, or cognitive harm caused by adverse weather conditions, activities performed at high altitudes, traffic rules, heavy or regular traffic, road conditions or routes traveled, among others.

Additionally, there may be risks stemming from the remote location of service execution, potentially preventing timely medical assistance and other benefits available in populated areas, and situations of insecurity, theft, robbery, among others.

For LUMBRE trips involving air or ground transportation contracted by LUMBRE, where LUMBRE acts merely as an intermediary between the CLIENT and the THIRD-PARTY provider, the CLIENT, upon sending the reservation request, understands and accepts the risks involved and acknowledges that LUMBRE shall not be held liable for any damages caused to the CLIENT arising from, among others, accidents, theft, or any incident occurring during the provision of such services.

Any doubts or complaints, please contact glampinglumbre@gmail.com.