Booking Terms, Refunds, Changes, Cancellations & Complaints

Welcome to Encanto Tours.

These Booking Terms, Refunds, Changes, Cancellations & Complaints set out the agreement between you ("the Customer") and Encanto Tours, the trading name of Novium Travel Limited ("Encanto Tours", "we", "our" or "us").

By requesting a quotation, making a booking or purchasing any travel service through Encanto Tours, you agree to these Terms and Conditions.

1. About Encanto Tours

Encanto Tours is the trading name of Novium Travel Limited, a company registered in England and Wales.

We specialise in tailor-made holidays and travel services for customers in Colombia and around the world.

Our services may include:

• Flights
• Hotels and resorts
• Package holidays
• Tailor-made itineraries
• Cruises
• Escorted tours
• Excursions
• Airport transfers
• Rail travel
• Car hire
• Travel insurance
• Other travel-related services

2. Making a Booking

A booking request does not create a contract.

Your booking becomes confirmed only when:

• Availability has been confirmed by the relevant supplier(s).
• Any required deposit or payment has been received.
• We issue a written Booking Confirmation.

Until your booking has been confirmed, prices and availability remain subject to change.

3. Prices

We make every effort to ensure that prices quoted are accurate.

However, prices may change before your booking is confirmed due to factors outside our control, including:

• Airline fare revisions
• Exchange rate fluctuations
• Government taxes
• Fuel surcharges
• Supplier price changes

Once your booking has been confirmed, the agreed price will only change where permitted under your booking agreement or applicable law.

4. Deposits and Payments

Some bookings require a deposit, while others require payment in full at the time of booking.

Your quotation and Booking Confirmation will clearly state the payment schedule applicable to your booking.

Failure to pay any balance by the due date may result in your booking being cancelled and any deposits or payments already made becoming non-refundable, subject to the terms of the relevant supplier.

5. Your Responsibilities

It is your responsibility to ensure that:

• All names provided match the relevant passport or identification documents.
• All travellers hold valid passports.
• Any required visas are obtained before travel.
• Health, vaccination and entry requirements are met.
• Travel documents are checked immediately upon receipt.
• You inform us promptly of any errors or omissions.

Encanto Tours accepts no responsibility for travel disruption resulting from incorrect information supplied by the customer or failure to meet entry requirements.

6. Travel Insurance

We strongly recommend that every traveller purchases comprehensive travel insurance from the time of booking.

Your policy should include cover for:

• Cancellation
• Medical expenses
• Emergency assistance
• Personal belongings
• Travel delays
• Missed departures
• Personal liability

Certain suppliers or destinations may require proof of insurance before travel.

7. Changes Requested by You

If you wish to amend your booking after confirmation, we will do our best to assist.

Any amendment remains subject to availability and may result in:

• Supplier amendment charges.
• Airline change fees.
• Fare differences.
• Additional accommodation costs.
• Administration fees where applicable.

Some bookings cannot be amended once confirmed.

8. Changes Made by Suppliers

Airlines, hotels, cruise companies and other travel suppliers occasionally make changes to schedules, accommodation, itineraries or services.

Where a significant change occurs, we will notify you as soon as reasonably possible and discuss any suitable alternatives offered by the supplier.

9. Cancellation by You

If you choose to cancel your booking, cancellation charges may apply.

The amount refunded will depend on:

• The supplier's cancellation terms.
• The date your cancellation is received.
• Any non-refundable deposits.
• Airline fare rules.
• Other costs already incurred on your behalf.

Certain promotional fares, flights, accommodation and special offers may be completely non-refundable.

10. Cancellation by Encanto Tours

In the unlikely event that we are unable to provide the services booked due to circumstances within our control, we will seek to offer one of the following, where appropriate:

• An alternative holiday.
• Alternative travel arrangements.
• A travel credit.
• A refund for services that cannot be provided.

This does not apply where cancellations arise due to circumstances beyond our reasonable control.

11. Force Majeure

Encanto Tours cannot accept responsibility for delays, changes or cancellations caused by extraordinary circumstances beyond our reasonable control.

These may include:

• Severe weather
• Natural disasters
• Floods
• Earthquakes
• Wildfires
• Epidemics or pandemics
• Government restrictions
• Political unrest
• Civil disturbance
• Industrial action
• Air traffic control restrictions
• Acts of terrorism
• Supplier insolvency
• Any other event that could not reasonably have been anticipated or avoided

Where possible, we will assist customers in making alternative arrangements, although additional costs may apply.

12. Our Responsibility

Encanto Tours acts as an intermediary between customers and carefully selected travel suppliers.

We exercise reasonable care in selecting our suppliers and arranging your travel.

However, airlines, hotels, cruise operators, tour companies and other suppliers remain responsible for the services they provide.

Nothing in these Terms excludes or limits liability where such exclusion is prohibited by applicable law.

13. Refunds

Where a refund is due, it will normally be processed using the original payment method.

Refund times vary depending upon airlines, hotels, banks, payment providers and other travel suppliers.

Encanto Tours is unable to guarantee the timescales used by third parties when processing refunds.

14. Complaints During Your Trip

If you experience any difficulty whilst travelling, you should immediately:

1. Inform the relevant supplier (such as your hotel, airline or local representative).
2. Contact Encanto Tours as soon as reasonably possible.

Many issues can be resolved quickly if reported during your trip.

15. Complaints After Your Trip

If your complaint cannot be resolved whilst travelling, please contact us in writing as soon as possible after your return.

Please include:

• Your booking reference.
• A clear description of your complaint.
• Copies of any supporting documentation.
• Photographs where relevant.

We will acknowledge your complaint promptly and investigate it fairly and professionally.

16. Customer Behaviour

We ask all customers to behave respectfully towards our staff, travel partners and fellow travellers.

We reserve the right to refuse or terminate services where a customer's behaviour is abusive, threatening, unlawful or places others at risk.

Where services are withdrawn due to unacceptable behaviour, refunds may not be available.

17. Travel Advice

Customers are responsible for familiarising themselves with any official travel advice, entry requirements or health recommendations relating to their destination before travelling.

18. Changes to These Terms

We may update these Booking Terms from time to time.

The latest version will always be published on our website together with the date of the most recent update.

Any changes will not affect bookings already confirmed unless required by law or agreed with the customer.

19. Governing Law

These Booking Terms are intended to operate in accordance with applicable consumer protection laws and the laws governing the services provided by Encanto Tours.

Nothing in these Terms limits any mandatory legal rights that customers may have under applicable law.

20. Contact Us

If you have any questions regarding these Booking Terms or require assistance before, during or after your trip, please contact us.

Encanto Tours

Trading name of Novium Travel Limited

Company registered in England and Wales

Website: www.encantotours.co

Email: gerencia@encantotours.co

Thank you for choosing Encanto Tours. We look forward to helping you discover the world with confidence.

Last Updated: 11th July 2026