Cancellation & Refund Policy
This policy explains when a Trip Key purchase can be cancelled and refunded, how the refund amount is calculated and how to submit a request.
- Version:
- refund_v1_2026-09
- Last updated:
- 2026-09-15
The Spanish version of this document is the primary legal reference for our operation in Colombia. This English version is provided for the convenience of international customers.
Keys To Colombia SAS · NIT 901870829-9 · Medellín, Antioquia, Colombia
1. No subscription
The Trip Key is a one-time purchase. There is no subscription to cancel, no recurring charge and no minimum commitment.
2. Refund of an unused Trip Key
You may request a full refund when all of the following apply:
- the Trip Key has not been activated;
- no redemption has occurred;
- the request is submitted within 5 business days of the purchase.
3. After activation
Activation occurs at the first confirmed redemption. Once the first redemption has occurred, the Key is considered activated and performance of the service has begun.
After activation we do not offer a voluntary refund for a change of plans, shortened travel, unused remaining days or unused partner benefits. This is without prejudice to the mandatory rights granted to consumers by Colombian law, including rights relating to a service that is not delivered as offered.
4. Amount refunded
Refunds are made for the actual COP amount originally paid, as recorded with your payment reference. We do not recalculate the refund from the USD base price using a different or current exchange rate, so exchange-rate movements after your purchase create neither a gain nor a loss for you. The original COP payment is the authoritative refund basis.
5. Refund method and timing
Where technically possible, the refund is issued to the original payment method. Refunds arising from a valid e-commerce right of retraction are processed within the timeframe required by law.
For this policy, our target is no more than 15 calendar days once we have received a valid request and the information required to process the refund, subject to the processing times of the payment systems involved. Refunds are not instant.
6. How to request
Send your request to Keys To Colombia SAS at keystocolombiatravel@gmail.com or by WhatsApp to +57 313 879 2134.
Please include:
- the purchaser's name;
- the purchase email;
- the Key code, if available;
- the payment reference, if available.
7. Mandatory consumer rights
Nothing in this policy limits rights that cannot be waived under applicable Colombian consumer law, including the statutory right of retraction and the guarantees applicable to services purchased remotely.
You may also contact the Superintendencia de Industria y Comercio (SIC) — https://www.sic.gov.co/