Cancellation policy

> Language notice: this English text is provided for the convenience of international guests. S&J operates in Colombia and the Spanish version, Colombian law and the version accepted with the booking remain the controlling legal references.

1. Requests not yet confirmed

A pending request may be cancelled at any time by email or WhatsApp using its SJH code. If no payment has been made, there is no amount to refund or deduct.

2. Confirmed bookings

Cancellation requests should be sent to [email protected] or WhatsApp +57 312 500 2575. If the request has not yet been confirmed and no payment has been received, S&J does not charge merely for processing the cancellation. For direct bookings, the minimum payment required for confirmation is 50% of the total. The consequences of a later cancellation for that deposit remain subject to this policy, any applicable statutory withdrawal right and Colombian law.

3. Statutory withdrawal

Where article 47 of Law 1480 of 2011 applies to a distance contract, the consumer may exercise the statutory right within five (5) business days, provided the service has not begun and is not scheduled to begin within the following five (5) days.

4. No-show

Under article 65 of Law 300 of 1996, in a no-show situation the provider may, where legally applicable and previously agreed, choose between charging up to twenty percent (20%) of the total service price or retaining a previously received deposit or advance. Both consequences are not applied together for the same breach.

5. Changes

Date, property or occupancy changes depend on availability. Any price difference must be communicated and accepted before the change is confirmed.

6. S&J cancellation or non-performance

If S&J cannot provide the confirmed service, the guest retains the remedies available under Colombian tourism law. A confirmed booking will not be cancelled simply to resell the dates at a higher rate.