Terms and conditions

1. Who provides the service

The service is provided by a company incorporated in Colombia and based in Medellín. Its registered name and registry numbers are on the legal information page, linked from the footer of this site.

Safe Ride Medellín is the trading name that company operates under. When you book, you contract directly with it, not with an intermediary.

2. What you are booking

We provide private ground transport with a driver in Medellín and its metropolitan area, in these forms:

• By the hour: the driver and vehicle are at your disposal for the hours booked, with a 4-hour minimum.
• Full day: an 8-hour day.
• Airport transfer: a fixed trip between José María Córdova airport and your accommodation, or the reverse.
• Tours: full-day trips to Guatapé and El Peñol, or city routes including Comuna 13.

3. How a booking is made

Bookings are made with a minimum of 24 hours' notice before pickup time. That is the margin we need to assign a driver, confirm the service with them and give them time to arrive. Below that margin the form will not take the booking; if you need something at shorter notice, write to us and we will tell you whether it is possible.

The price shown on the site is a firm quote for the details you entered. The booking is confirmed once payment is completed and you receive our confirmation by email.

Until that confirmation there is no booking: a vehicle shown as available in the form is not held for you until payment goes through.

If for any reason we cannot provide a confirmed service, we will tell you as soon as possible and refund 100% of what you paid.

4. Prices and currency

All prices are charged in Colombian pesos (COP). The dollar figure shown on the site is an indicative reference calculated at the day's official market rate, always rounded down: we never advertise an amount higher than what you will be charged.

The final dollar amount on your statement is set by your bank or card issuer at their own conversion rate, which may differ from the reference shown here. That difference is outside our control.

5. What the price includes

The fixed price you pay covers:

• The vehicle and driver for the service booked.
• Fuel for the entire route.
• Every toll on the route, including the Túnel de Oriente toll on airport trips.
• The vehicle's mandatory insurance.

6. What is paid separately

Not included and payable by you: entry tickets to sites (such as El Peñol rock), meals and drinks, boat rides, walking guides and any third-party tickets.

Also not included are extras you request during the service, such as hours beyond those booked. These are agreed with you at the time and charged separately, through the same online card payment; cash payments are not accepted.

Destinations outside the metro area. Hourly and full-day services carry no surcharge within the 10 Aburrá Valley municipalities: Medellín, Bello, Itagüí, Envigado, Sabaneta, La Estrella, Caldas, Copacabana, Girardota and Barbosa. If the route leaves them (for example, to Rionegro, Llanogrande or Guatapé, to the east, or to Santa Fe de Antioquia, to the west), the base price carries a 15% surcharge. You select it when booking and it is included in the price you pay. If you decide to leave the area during the service, it is charged as an extra under the same rule. Tours with their own destination (such as Guatapé or Santa Fe de Antioquia) already include the trip in their price.

7. Payment

The full amount is charged when you book, through the site's payment gateway. Nothing is handed to the driver on the day, other than the extras described above if any apply.

We never store your card details: they are handled directly by the payment gateway.

8. Cancellations and changes

Cancel 24 hours or more before the service start time and we refund 100% of what you paid, to the same method you paid with.

Cancel within the final 24 hours and the booking is lost: there is no refund and no credit. By that point the vehicle and driver are held exclusively for you and cannot be reassigned to another service, and the handling costs have already been incurred.

If you do not appear at the agreed time and place and we cannot reach you, the service counts as provided and likewise generates no refund.

You can change the pickup address any time and as often as you need, at no cost, up to the day before the service. We only ask that it stays within the coverage area you booked.

Changes to DATE or TIME are free if requested 24 hours or more in advance, subject to availability: moving the day means reorganising the driver’s schedule. Inside the final 24 hours we will do our best to accommodate them, but cannot guarantee it.

9. Right of withdrawal

Where article 47 of Colombian Law 1480 of 2011 applies, you have five (5) business days from entering into the contract to withdraw and receive a full refund.

This does not apply to services whose performance has already begun with your agreement. Where it does apply, it prevails over the cancellation policy in section 8: a right the law gives you is not lost because our conditions say otherwise. If both apply to your case, whichever is more favourable to you is the one that counts.

To exercise it, write to us through the same channel you booked with.

10. Punctuality and waiting

The service starts at the agreed time. If you are late, waiting time is deducted from the hours booked.

Airport pickups are treated more flexibly, because flight delays are not your fault: give us your flight number when booking and we track it and adjust the pickup at no cost.

11. Passengers, luggage and minors

The number of passengers cannot exceed the capacity of the vehicle booked, which is always stated excluding the driver's seat. If the group does not fit, an additional vehicle with driver or a larger vehicle must be booked.

Luggage must fit in the vehicle. If you are travelling with bulky luggage, tell us when booking so we can assign a suitable vehicle.

Minors travel under the responsibility of the accompanying adult. If you need a child seat, request it when booking and we provide it at no cost, subject to availability.

12. Conduct on board

For safety reasons, smoking and illegal substances are not permitted in the vehicle, nor is any behaviour that endangers driving.

The driver may end the service if conduct compromises their safety or that of passengers. In that case the service generates no refund.

Damage caused to the vehicle by improper use is payable by whoever causes it.

13. Assigned vehicle and driver

Unless you book a specific vehicle level, make and model are assigned by availability within the category booked.

We may substitute the assigned vehicle or driver for operational reasons (breakdown, illness, force majeure), always keeping the booked category or better, at no extra cost to you.

14. Limits of liability

We provide the service with licensed, insured vehicles and background-checked drivers. We are liable for failures attributable to us.

We are not liable for delays or inability to provide the service caused by matters outside our control: traffic, road closures, demonstrations, weather, natural disasters or decisions by the authorities.

We are not liable for items left in the vehicle, though we will make reasonable efforts to find and return them. None of the above limits the rights Colombian law gives you as a consumer.

15. Complaints

If something goes wrong, write to us first: it is the fastest route to a fix. Our email is on the legal information page.

As a consumer you may also go to the Superintendencia de Industria y Comercio (SIC), the authority responsible for consumer protection in Colombia.

16. Governing law and changes

These terms are governed by Colombian law, and any dispute is submitted to the courts of the Republic of Colombia.

We may update these terms. The version that applies to your booking is the one in force when you confirmed it, and the last revision date appears at the top of this page.