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Cancel Protection

You can cancel your trip from the moment that you purchase the service until 30 minutes before the scheduled departure of the flight and get a refund of the base fare, fees and taxes, and any additional services purchased, except "Cancel Protection" service and the "lock your fare" service.

Cancel Protection
Web page and call center Counter Boarding gate
Domestic routes* COP 50,000 n/a n/a
San Andres and Leticia COP 60,000 n/a n/a
International routes** USD 25.00 n/a n/a
Miami USD 30.00 n/a n/a

* Except flghts to/from San Andres and to/from Leticia.
 
** Except flights to/from Miami. Payments in Colombia must be made in COP. Day exchange rate applies.

Terms and conditions

I. This is an additional service that allows a passenger to cancel a trip from the moment they purchase the service until 30 minutes before the scheduled departure of the flight and get a refund for the portion of the trip that will not be flown, as long as such service has been purchased.

II. The service is charged per person and portion of trip to all passengers within the same booking and is subject to availability.
III. Cancellations must be made through the call center or via e-mail at cuentanos@vivacolombia.co until 30 minutes before the scheduled departure of the flight. Once this time has elapsed, the "Cancel Protection" service cannot be provided.

IV. If the service is used within the established time limits, the base fare, fees and taxes, and any additional services purchased will be refunded by VivaColombia, except for the "Cancel Protection" service and the "lock your fare" service. No refund will be provided by VivaColombia for the "Cancel Protection" service, the "lock your fare" service, the administrative fee, and any extra purchases made to third parties such as hotels, car rentals, and any other activities.
V. If the service is not used, it will not be refunded.
VI. A refund for the service will be provided only if VivaColombia cancels the flight and the passenger decides not to fly and not to be re-accomodated.

VII. This service can only be purchased during the initial purchase process through the website www.vivacolombia.co. If the service is not purchased by the passenger during the initial purchase process and a reservation has already been created and paid for by the passenger, the "Cancel Protection" service cannot be added.
VIII. If the flight is delayed, the initial scheduled time of the flight is taken as a reference point to apply the "Cancel Protection" service.
IX. The service will not be available for blocks and groups.

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