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Booking and Purchase Terms and Conditions | MATT Experiencias

1. About us and scope of these terms

MATT Experiencias is the guided tours and experiences business of MATT S.A.S. BIC, tax identification number (NIT) 901.492.626, based in Medellín, Colombia.

These terms govern bookings and purchases of places on experiences sold directly by MATT through its website and sales channels.

Details of each experience (including its duration, itinerary, language, meeting point, participation requirements and included services) are provided in its listing and during the booking process.

For enquiries, changes, cancellations or complaints, you can contact us at:

The meeting point for each experience is the one specified in your booking and may differ from our contact address.

2. Experience information

Before booking, review the experience description, date, time, number of participants, price and included services.

Your purchase covers only the places and services expressly listed as included. Additional or optional services must be identified and, where a charge applies, require your acceptance before payment.

Photographs and descriptions illustrate the experience. MATT will nevertheless honour the features and services offered at the time of purchase.

3. Booking and confirmation

Bookings are subject to the availability displayed or communicated at the time of purchase. Any minimum advance booking period will be stated for each experience.

You must provide accurate contact details and check the information before completing your booking. If you book for other people, you must share the experience information and applicable terms with them.

Your booking is confirmed once the required payment has been approved and MATT or its booking platform has issued the corresponding confirmation.

If you notice a charge but have not received confirmation, contact us before paying again. We will check the transaction and, if we cannot confirm the booking, refund the amount charged.

4. Prices, currency and payments

Before you complete your purchase, you will be informed of the total price, the currency of the charge, applicable taxes and any mandatory fees.

Payment must be made using the methods available through the purchase channel. If an experience allows partial payments, the initial amount, outstanding balance and payment deadline will be disclosed in advance.

Where payment in different currencies is offered, check the currency and final amount before authorising the transaction. Your financial institution may apply its own fees or currency conversion under the terms of your card or account.

MATT may use booking platforms and payment providers to handle transactions. Their involvement does not replace MATT's obligations regarding the booked experience.

Subsequent price changes will not affect confirmed bookings.

5. Cancellations requested by the customer

You may cancel your booking at least 24 hours before the experience's scheduled start time and receive a refund of 100% of the amount paid, without having to give a reason.

Voluntary cancellations requested less than 24 hours before the start time are non-refundable, without prejudice to any rights under applicable law.

If you cancel only some places within a booking, this policy applies to the cancelled places. Any special group pricing conditions must have been disclosed before purchase.

6. How to request a cancellation

Cancellations must be requested through the channel used to make the booking.

For bookings made directly with MATT, email ventas@matt.com.co or message WhatsApp +57 300 710 7537, providing:

  • The name of the person who made the booking.
  • The booking reference or, if unavailable, the information needed to locate it.
  • The experience, date and places you wish to cancel.

Deadlines are calculated using Colombia time (UTC−5), based on the start time shown in your confirmation.

The date and time when the request is received will be used, including weekends and public holidays. A later response from MATT will not change that date or affect whether you met the deadline.

7. Changes of date or time

You may request a change of date or time at least 24 hours before the experience starts.

One change will be allowed without a penalty, subject to availability. Any price difference will be disclosed before confirming the change so that you can accept or decline it.

If no suitable alternative is available, you may keep your original booking or cancel under the applicable policy, based on when we received your request.

Changes requested less than 24 hours before the start time will be considered subject to availability, with no guarantee of rescheduling.

8. Punctuality and no-shows

You must arrive at the meeting point at the arrival time stated in your confirmation.

If you are not present at the experience's scheduled start time, you will be considered a no-show and no refund will be due, unless required by applicable law.

Late arrival does not require MATT to delay departure or extend the tour. Joining an experience that has already started will only be possible where circumstances allow.

9. Rain, changes and cancellations by MATT

Rain or a forecast of rain does not automatically mean that the experience is cancelled. MATT will assess whether it can take place safely and communicate any changes using the contact details provided with your booking.

If MATT cannot operate the tour because of rain, safety conditions or other circumstances, you may choose between:

  • Rescheduling the experience, subject to availability.
  • Receiving a full refund of the amount paid for the cancelled experience.

If the tour can take place and you choose not to attend, the customer cancellation or no-show policy will apply, as appropriate.

Reasonable itinerary adjustments may be made because of closures, local conditions or safety, while preserving the essential features of the booked experience. If a substantial change is necessary before the experience starts, we will inform you, and you may accept the alternative or request a refund.

If the experience is interrupted after it has started and cannot be completed, MATT will offer a solution for the part not provided, such as rescheduling that part or issuing the corresponding refund, while respecting consumer rights.

10. Refunds

Refunds will be made to the original payment method unless another method is expressly agreed with the customer.

Where a 100% refund is due, MATT will not deduct its own administration costs or processing fees.

MATT will initiate the refund within five business days of receiving a request that meets the applicable conditions and includes the information needed to identify the booking and process the refund.

The time taken for the funds to appear may depend on the payment provider and financial institution. This does not extend any maximum deadlines established by applicable law.

If your financial institution converted the currency when you paid, the equivalent amount received in your currency may vary because of the exchange rate or that institution's own fees.

11. Participation requirements

Requirements that may affect participation, such as age, accompaniment or equipment compatibility, must be stated in the experience listing before purchase.

If you need support or an adaptation, contact us before booking to check the available options.

During the activity, participants must follow safety instructions and use the equipment provided properly. MATT may stop a person's participation if it poses a risk to that person or others. Any financial consequences must be assessed according to the circumstances and applicable law.

These terms do not release MATT from its responsibilities in providing the service.

12. Bookings made through other platforms

If you book through a third-party platform, the purchase, change and cancellation conditions disclosed through that channel at the time of booking will apply.

Requests must be handled through the relevant platform, although you may also contact MATT for assistance.

Publication of these terms does not change the conditions of existing bookings.

13. Consumer rights and complaints

These terms are governed by Colombian law and do not limit mandatory consumer rights.

Where the statutory right of withdrawal applies to a distance contract, you may exercise it within five business days after entering into the contract, subject to the legal requirements and exceptions. The commercial 24-hour cancellation policy does not replace or restrict that right.

Where applicable, refunds following statutory withdrawal will be made within the maximum legal period of fifteen calendar days, calculated as required by law.

You may also exercise statutory payment reversal rights and other consumer protection remedies where their legal requirements are met.

You can submit enquiries or complaints using the email address and WhatsApp number listed in these terms. MATT will respond within the applicable legal deadlines. Contacting MATT does not prevent you from contacting Colombia's Superintendencia de Industria y Comercio or other competent authorities.

14. Personal data

The information provided will be processed in accordance with MATT's Personal Data Processing Policy, for the purposes disclosed there relating to booking management, payment, delivery of the experience and handling requests.

Purchasing an experience does not, by itself, authorise the use of a participant's image for advertising purposes.

15. Acceptance and applicability

Before completing a direct booking, you will have access to these terms and the specific conditions of the experience.

Each booking is subject to the version accepted at the time of purchase. Subsequent updates will apply to new bookings and will not reduce rights acquired under confirmed bookings.

If these terms conflict with information provided during purchase, consumer protection rules and any more favourable conditions that legally apply will be respected.