Cancellation and refund policy

The request must be made in writing, stating the booking number, the name of the person who booked and the dates affected, through:

• WhatsApp: +57 311 308 2813
• Email: [To be confirmed with La Maima: official contact email address]

For all purposes, a cancellation is deemed submitted on the date and time La Maima receives the request, not on the date it is answered. Every cancellation is confirmed through the same channel, with the details of any refund due.

A deposit of 10% of the total value of the stay is required to book. The booking is only firm —and the dates only blocked— once that deposit is registered and La Maima sends written confirmation. The remaining balance is paid as agreed in that confirmation.

The deposit is not a separate charge: it is deducted from the total value of the stay.

Online payment. On the site you can pay the deposit (10% of the total value) online through Wompi, Bancolombia's payment gateway; as soon as the payment is approved, the booking is confirmed instantly. If, when the payment is approved, the dates are no longer available (for example, because the time to pay ran out and someone else booked them), La Maima will offer other dates or refund the full amount.

If the guest decides not to travel, the deposit is not refunded in cash, but it can be kept as credit towards new dates provided the change is requested within the deadline in section 4.

The dates of a booking can be changed up to 24 hours before arrival —that is, at least one day in advance— by arranging it directly with the owners through the channels in section 2.

In that case, the deposit is kept as credit towards the new dates, subject to availability and to the rate in force on those dates. If the new dates are more expensive, the guest pays the difference; if they are cheaper, the difference is not refunded in cash.

A change requested on the day of arrival is no longer processed as a rescheduling: it counts as a no-show (section 5).

A no-show means failing to arrive on the check-in date without prior notice, and also any cancellation or change requested on the day of arrival.

In the event of a no-show there is no refund and no credit of the deposit: the booking is treated as consumed.

An early departure decided by the guest does not entitle them to a refund of the unused nights. If the early departure is due to a cause attributable to La Maima, the nights not enjoyed are refunded.

A late arrival is not a no-show as long as it is notified in advance by WhatsApp or telephone.

If for a reason attributable to the establishment —damage to the accommodation, a safety problem or an overbooking— the reserved service could not be provided, La Maima will offer, at the guest's choice:

• A move to another house at La Maima of equal or higher category, at no extra cost.
• A change of dates with no penalty.
• A full refund (100 %) of the amounts paid.

Where the stay cannot go ahead for reasons beyond the control of either party —road closures, landslides, extreme weather, health emergencies or decisions by the authorities— La Maima will look for a reasonable solution with the guest instead of applying the ordinary cancellation conditions.

In practice, the alternative offered is free rescheduling to new dates, keeping everything already paid, even if the request arrives less than 24 hours in advance.

Bookings originating on external platforms are cancelled and refunded through that same platform and in accordance with the cancellation policy published there, which may differ from the one on this site. La Maima cannot modify or process refunds for those bookings directly.

• Refunds are issued through the same payment method used for the booking, unless the parties agree otherwise in writing.
• Processing starts within five (5) business days of the cancellation being confirmed. How long the money takes to appear depends on the bank or the payment gateway and may take up to thirty (30) calendar days.
• Refunds are made to the person who made the payment.
• Where what applies is a credit rather than a refund (rescheduling, section 4), no money moves: the amount is recorded in the name of whoever booked and applied to the new dates.

Nothing in this policy affects the right of withdrawal and the payment reversal mechanism recognised by the Colombian Consumer Statute (Law 1480 of 2011), on the terms described in the booking terms and conditions.