Bookings & Reservations

A reservation is considered confirmed once the corresponding booking and payment process has been completed.

Customers are responsible for providing accurate information during the booking process, including their name, email address and WhatsApp number.

The WhatsApp number is particularly important because it may be used to communicate matchday information and logistical updates.

Cancellations & Refunds

Cancellations requested by the customer are subject to the cancellation conditions applicable to the booking platform through which the reservation was made.

If a customer wishes to change their reservation to another available date, they must inform Medellín Football Tour at least 14 hours before the scheduled experience. When the request meets this notice period, no change penalty will be charged.

Customers who do not attend the experience without following the applicable cancellation or change procedure are not entitled to a refund.

Postponed or Cancelled Matches

Football matches are scheduled and controlled by the relevant football club, stadium, competition or other responsible organizer. Match dates and times may therefore change.

If a match is interrupted or cancelled after it has already started due to circumstances beyond the control of Medellín Football Tour, the transportation service will continue to be provided as planned where reasonably possible, and no refund will be provided for the experience.

Changes to Match Date, Time or Stadium

If the local team, stadium, competition organizer or other responsible authority changes the date, time or stadium, Medellín Football Tour will make reasonable efforts to adapt the experience to the new circumstances.

When a material change prevents the experience from being provided as originally booked, the customer may choose whether to continue with the adapted experience or request the applicable refund.

Transportation

The standard transportation service is provided between the designated meeting point in El Poblado and the designated meeting point at the stadium.

• Customers may choose to go directly to the designated stadium meeting point.
• Hotel pickup is not included.
• The return to El Poblado is not mandatory.
• Customers who voluntarily leave the planned route or choose to remain at another location do so at their own responsibility.

If a customer voluntarily leaves the stadium before the experience has ended, they may leave using their own means. In that case, they are not entitled to the return transportation service.

Alternatively, the customer may go to the designated meeting point and wait there until the group finishes the experience and the scheduled return transportation is available.

No-Show & Meeting Points

Customers are responsible for arriving at the designated meeting point at the date and time specified for their booking.

If a customer does not appear at the agreed meeting point, it is their responsibility to contact Medellín Football Tour. Where possible, the customer may be instructed to proceed independently to the designated meeting point at the stadium.

If the customer does not attend the experience, no refund will be provided.

Tickets & Seating

The football match ticket is included in the experience unless expressly stated otherwise in the specific booking.

The designated seating zone is guaranteed according to the purchased experience.

A specific individual seat is not necessarily guaranteed. Seat changes within the designated zone may be possible, subject to availability.

Age & Minors

Age requirements may vary depending on the football match, stadium or specific event.

Minors may participate in most experiences, but customers are strongly advised to contact Medellín Football Tour before booking when travelling with a minor.

Minors must be accompanied by a responsible adult.

Health, Disabilities & Allergies

Customers are responsible for informing the Medellín Football Tour logistics team in advance about any health condition, disability, allergy or similar circumstance that may affect their participation in the experience.

Providing this information allows our team to assess the available logistical arrangements and provide appropriate assistance where reasonably possible.

Conduct & Stadium Rules

Customers must comply with the rules, security procedures and admission requirements established by the stadium, football club, competition organizer and relevant authorities.

• Alcohol consumption is not permitted inside the stadium.
• Customers must not attempt to enter the stadium while under the influence of alcohol or hallucinogenic substances.
• Customers must follow the instructions provided by stadium personnel and the Medellín Football Tour logistics team.
• Customers must behave respectfully toward staff, other participants, stadium personnel and third parties.

Removal from the Experience

Medellín Football Tour may remove a customer from the service where, due to serious and duly verified conduct, the customer threatens or harms themselves, other participants, members of the logistics team, third parties, property or the proper provision of the service.

Depending on the circumstances, removal from the experience may result in the loss of the remaining service and no refund will be provided.

Medellín Football Tour is not responsible for personal legal matters, personal expenses or other consequences arising from a customer's removal due to their own conduct.

Personal Belongings

Customers are responsible for their personal belongings during the experience.

Medellín Football Tour is not responsible for money, valuables or personal items left inside the transportation vehicle.

Delays, Force Majeure & Operational Changes

Football experiences may be affected by circumstances outside the reasonable control of Medellín Football Tour, including but not limited to:

• Weather conditions
• Traffic and heavy congestion
• Strikes or demonstrations
• Earthquakes or natural events
• Security conditions
• Political circumstances
• Public health circumstances
• Government or authority decisions
• Denial or modification of stadium admission
• Passenger delays
• Match postponements or schedule changes
• Other circumstances beyond our reasonable control

In such circumstances, Medellín Football Tour will make reasonable efforts to provide the service under the conditions that remain possible.

Where a postponement or definitive cancellation creates a specific refund right under these Terms & Conditions, the applicable refund procedure will apply.

Photography & Video

Photographs and videos may be taken before, during and after the football match experience.

Where the required consent has been obtained, such photographs and videos may be used by Medellín Football Tour for advertising, marketing and social media purposes.

Customers should inform the Medellín Football Tour team if they have a specific concern regarding the use of their image.

WhatsApp & Matchday Communication

The WhatsApp number provided during the booking process may be used to communicate information related to the experience.

Medellín Football Tour may create a WhatsApp group for each match to provide:

• Matchday updates
• Meeting point information
• Logistical instructions
• Schedule or match changes
• Customer assistance
• Answers to questions about the experience