Terms & Conditions

These terms govern all bookings made with Marelo Group S.A.S. (NIT 902.054.061-3), a licensed travel operator registered in Cartagena de Indias, Colombia (RNT No. 285052). By confirming a booking with Marelo — via WhatsApp, email, or any other channel — you agree to the following terms.

Confirmation

A booking is confirmed upon receipt of a deposit. No date or vessel is held without payment. Marelo will issue a written confirmation via WhatsApp or email once the deposit is received.

Deposit & Balance

A deposit of 50% of the total experience value is required to confirm your booking. The remaining balance is due no later than 48 hours before the experience date. For bookings made within 7 days of the experience, full payment is required at the time of booking.

Currency & Payment Methods

All prices are quoted in US Dollars (USD). Payment may be made in US Dollars (USD) or Colombian Pesos (COP) at the exchange rate in effect on the date of payment. The following payment methods are accepted:

  • Bank transfer via Wise Business.
  • Card payments or local bank transfers via Wompi or PayU.
  • Cash in USD or COP, accepted for the remaining balance on the day of the experience only.

Bank transfers between different financial institutions may take up to two business days to process. To avoid any issues with your booking, transfers must be initiated at least two business days before the experience date. A booking is not confirmed until the deposit is received through a traceable payment method. Marelo is not responsible for delays caused by the client’s financial institution.

A processing fee may apply depending on the payment method selected. 

Marelo does not store card information.

Pricing

Quoted prices are valid at the time of booking. Marelo reserves the right to adjust pricing for future bookings. Any price change will be communicated before confirmation and will not affect bookings already confirmed with a paid deposit.

Passenger Information & VAT Exemption

To complete your booking, Marelo requires a copy of the passport data page for each guest in your party. This information is required for invoicing purposes and is handled in accordance with our Privacy Policy.

Foreign visitors are exempt from Colombian VAT (19%) on tourism services, in accordance with Article 481(d) of the Colombian Tax Code. To apply this exemption, a copy of each guest’s passport and valid Colombian entry stamp must be provided to Marelo before the experience. Failure to provide this documentation in advance may result in VAT being applied to the invoice.

All rescheduling and cancellation requests must be submitted in writing — via email to hello@marelo.co. Verbal requests are not accepted. The date and time of the written message will determine which cancellation or rescheduling policy applies.

Cancellation by the Client

  • More 15 days before the experience: 50% refund of the total value, minus any bank or processing fees.
  • 15 days or fewer: 100% of the total value is charged. No refund is issued.
  • No-shows (client fails to appear on the day): 100% charge, no refund.

Rescheduling

Rescheduling is available at no penalty if requested more than 15 days before the experience date, subject to vessel and crew availability. Only one rescheduling is permitted per booking. The new experience date must be confirmed and take place within 60 days of the original booking date. After 60 days, the booking expires and no refund or credit is issued.

Rescheduling requests made within 15 days of the experience are treated as a cancellation and the standard cancellation policy applies.

Cancellation by Marelo

Marelo reserves the right to cancel or modify an experience due to circumstances beyond its control, including but not limited to adverse weather, DIMAR maritime authority restrictions, vessel mechanical failure, or force majeure events. In such cases, clients will be offered a full reschedule or a complete refund. Marelo is not liable for any additional costs incurred by the client as a result of a cancellation (e.g., flights, hotels, or other arrangements).

Refunds Approved refunds will be processed within 15 business days of the cancellation confirmation. Refunds are issued through the same payment method used at the time of booking. Processing times may vary depending on the client’s financial institution.

Marelo operates in accordance with the maritime regulations of Colombia’s Directorate of Maritime Affairs (DIMAR). Departures are subject to the DIMAR flag system:

  • Green flag — safe to operate.
  • Yellow flag — conditional operations, subject to the captain’s judgment.
  • Red flag — no departures permitted.

If DIMAR issues a red flag on the day of your experience, Marelo will offer a full reschedule or refund. If the client chooses to depart under a yellow flag against the captain’s recommendation, Marelo assumes no liability for conditions encountered.

Rain alone is not a valid reason for cancellation or rescheduling. Cartagena’s Caribbean climate includes frequent short rain showers that do not affect navigation safety or the quality of the experience. Cancellations on grounds of rain will be treated under the standard cancellation policy unless a DIMAR red flag has been issued.

The captain is the highest authority on board and has final judgment on all navigation decisions. Itineraries may be adjusted at sea in response to weather, sea state, or safety considerations. These adjustments do not constitute a cancellation and no refund is due.

All guests are expected to treat the vessel, crew, and fellow guests with respect. Marelo reserves the right to terminate an experience and disembark any guest whose behavior endangers the safety or wellbeing of others, without refund.

Safety

  • Follow all instructions from the captain and crew at all times.
  • Life vests must be worn when instructed by the crew.
  • Guests participate in all water activities (swimming, snorkeling, diving) at their own risk.
  • Guests with pre-existing medical conditions should consult a physician before participating in any activities.

Alcohol & Substances

  • Alcohol is to be consumed responsibly. The crew may refuse service if a guest’s behavior becomes unsafe.
  • The use, possession, or distribution of illegal substances on board is strictly prohibited and will result in immediate disembarkation and potential reporting to authorities.

Prohibited Items

Large personal coolers, and excessive luggage are not permitted on board unless previously arranged with Marelo. Glass containers may be restricted depending on the vessel. 

We love animals — but for the safety and comfort of everyone on board, pets require prior arrangement with your Marelo coordinator and are subject to the captain’s approval on the day of the experience.

Marelo strongly recommends that all clients obtain travel insurance before their experience, covering trip cancellation, medical expenses, emergency evacuation, and personal liability. Marelo does not provide or arrange insurance on behalf of clients. If a cancellation is covered by your policy, charges may be recoverable through your insurer.

Vessels operated by Marelo’s fleet partners carry the mandatory maritime insurance required by Colombian law. This covers the vessel in navigation only — it does not extend to guests’ personal belongings, medical costs, or voluntary activities undertaken during the experience.

Marelo Group S.A.S. acts solely as an experience designer and coordinator. The vessels used are operated by independent licensed partners. Marelo is not the owner or operator of the vessels and assumes no liability for vessel mechanics, navigation, or crew conduct beyond its coordination role.

By confirming a booking, the client voluntarily assumes all risks associated with maritime or tourist activities, including but not limited to swimming, snorkeling, scuba diving, and movement on board a vessel at sea.

To the maximum extent permitted by Colombian law, Marelo accepts no liability for:

  • Personal injury, illness, or death arising from participation in any experience or activity.
  • Allergic reactions to food, beverages, marine life, sunscreen, or any other substance encountered during the experience. Clients with known allergies or dietary restrictions must notify Marelo in writing before the experience. Marelo will take reasonable precautions but cannot guarantee an allergen-free environment on board.
  • Adverse health events arising from pre-existing medical conditions. Clients whose health may be affected by sun exposure, physical exertion, motion at sea, or water activities participate entirely at their own risk.
  • Loss, theft, or damage to personal belongings on board.
  • Acts or omissions of independent suppliers, including vessel operators, chefs, photographers, musicians, massage therapists, and dive guides, amongst othes.
  • Itinerary changes due to weather, sea conditions, or DIMAR restrictions.
  • Any indirect, consequential, or incidental loss of any kind.

To the maximum extent permitted by Colombian law, Marelo’s aggregate liability to any client shall not exceed the total amount paid by that client for the experience in question.

The vessel assigned to each experience is selected by Marelo based on availability, group size, and experience type. Specific vessel requests may be accommodated but are not guaranteed. In the event of a mechanical failure or unavailability, Marelo will assign an equivalent vessel or offer a reschedule.

Third-party services included in or added to an experience — such as private chefs, photographers, musicians, massage therapists, or dive guides — are coordinated by Marelo but provided by independent professionals. Marelo is not liable for the conduct or performance of these service providers beyond its coordination role.

Food & Beverages

Each Marelo experience includes a curated and limited selection of food and beverages designed specifically for that experience — cocktails, a tasting board, a chef’s menu, cold drinks, or a welcome drink, as described in the experience details confirmed at the time of booking.

Standard on-board refreshments include cold water, soft drinks, and ice. Spirits, premium beverages, additional bottles, snacks or specific brand requests beyond what is included may generate additional costs. 

Outside food and beverages are permitted for personal consumption, provided guests notify their Marelo coordinator in advance. For anything beyond what is included in your experience, Marelo can arrange additional items on your behalf — just let your coordinator know at least 48 hours before the experience and we will do our best to accommodate.

Guests under 18 years of age must be accompanied by a parent or legal guardian throughout the experience. In compliance with Colombian Law 2068 of 2020, Marelo requires written parental authorization for any minor participating in an experience without his parents present.

Marelo is not responsible for verifying the age of guests independently. It is the responsibility of the booking party to ensure compliance with this requirement.

Marelo is firmly committed to the protection of children and adolescents. In compliance with Colombian Laws 679 of 2001 and 1336 of 2009, and in accordance with the Code of Conduct established by Ministerial Resolution 3840 of 2009:

  • Marelo will not promote, facilitate, or tolerate any form of sexual exploitation of minors in connection with its services.
  • Any guest found to be engaging in or facilitating the sexual exploitation of minors will be immediately removed from the experience and reported to the relevant Colombian authorities.
  • Clients are advised that the sexual exploitation or abuse of minors is a criminal offense under Colombian law (Penal Code, Art. 219) carrying prison sentences of 4 to 8 years, with increased penalties for offenses involving children under 12.

To report suspicious activity, contact the Colombian authorities at: 

  • Línea 141 – ICBF (Instituto Colombiano de Bienestar Familiar).
  • Línea 122 – Fiscalía General de la Nación.
  • Línea 123 – Policía Nacional.

Marelo operates in one of Colombia’s most ecologically sensitive maritime environments. We ask all guests to respect the following:

  • Do not touch, collect, or disturb coral, marine life, or any underwater features.
  • Do not dispose of waste of any kind in the water.
  • Use reef-safe sunscreen when swimming or snorkeling in protected areas.
  • Respect local communities, fishing activity, and other vessels sharing the water.

Marelo complies with the regulations of the Parque Nacional Natural Corales del Rosario y San Bernardo. National park entrance fees, where applicable, are paid on the day and are not included in experience prices unless stated otherwise.



Marelo may photograph or film experiences for use in marketing materials, including social media and the website. If you prefer not to appear in any published content, please notify your coordinator before the experience begins. Marelo will respect this request.

Content captured by Marelo photographers or videographers as part of an add-on service is delivered to the client within 48 hours of the experience. Content remains the property of the individual client and Marelo retains a right of use for marketing purposes unless the client objects in writing.

These terms are governed by the laws of the Republic of Colombia, including Law 300 of 1996 (Tourism Act), Law 1480 of 2011 (Consumer Protection), and applicable maritime regulations. Any dispute arising from a Marelo booking will be resolved first through direct negotiation. If unresolved, disputes are subject to the jurisdiction of the competent courts of Cartagena de Indias, Colombia.

Clients who believe their consumer rights have been violated may also file a complaint with Colombia’s Superintendence of Industry and Commerce (SIC) at www.sic.gov.co.

Marelo may update these Terms & Conditions at any time. The version in effect at the time of booking will govern that transaction. The current version is available at marelo.co.

Contact

For questions about these terms or your booking:

Email: hello@marelo.co

Website: marelo.co

Domicile: Cartagena de Indias, Bolívar, Colombia

RNT: No. 285052

These Terms & Conditions are effective as of April 2026.