General terms of sale and use

These terms govern the transport services you book with us on any channel: website, app, email, phone, WhatsApp or other messaging services, or through your agency or company. By booking, paying or confirming a quotation, you accept them.

They are general terms: we provide services in several countries and some rules (what the price includes, waiting time, deadlines) may vary by country, city or type of service. Therefore, unless your quotation, confirmation or contract states otherwise, these terms apply; where those documents say otherwise, they prevail. If you are a consumer, these terms apply without prejudice to your rights under Colombian Law 1480 of 2011 (Consumer Statute).

• Transfers from point to point, including airport transfers, with flight tracking and a meet-and-greet sign on request.
• Hourly or as-directed services, with the minimum duration stated in the quotation.
• Events, groups and logistics with several vehicles, as quoted.

We guarantee the vehicle category booked; the exact model is guaranteed only if expressly agreed. In Colombia we provide the special public land transport service with licensed vehicles and drivers, carrying the contract extract form (FUEC) required by law. Transfers do not include intermediate stops unless quoted.

• Rates are subject to availability of the requested category. A quotation does not hold the vehicle until it is confirmed.
• A booking is confirmed when the quotation is paid, or when your company has an approved contract or credit with us.
• You are responsible for the booking details being correct and complete: passenger names and phone numbers, addresses, flight number, number of passengers and bags, child seats or other needs.
• We send you the driver and vehicle details before the service, usually 24 hours before. In the Business category they may change up to 2 hours before the service; in the VIP category they change only in case of force majeure.

Our rates are “all-inclusive” as set out in your quotation: the price includes exactly what the quotation states. Unless the quotation states otherwise, the following are not included and are charged separately at the current rates:

• waiting time or hours beyond those included (see Waiting and extra time);
• additional stops and itinerary changes requested during the service;
• additional services requested (personalised meet and greet, escorts, guides, interpreters, among others);
• expenses incurred on your behalf during the service, such as tolls, parking or entrance fees.

Prices are stated and charged in the currency of the quotation: Colombian pesos (COP) or US dollars (USD).

• Each service includes the waiting time stated in your quotation. It depends on the country and the type of service; at airports it may differ between domestic and international flights.
• For airport pick-ups we track the flight to adjust the pick-up time to the landing.
• Unless the quotation states otherwise, time beyond what is included is charged in 15-minute increments at the vehicle's hourly rate; for hourly services, every hour started is charged.
• Some services have a minimum duration (for example, hourly services or services to and from private terminals); it is stated in the quotation.

• You can pay online through our payment provider's secure platform, by bank transfer, or on credit if your company has an agreement with us. Your card details are received by the payment provider; we do not store them.
• Payment links we send you are valid for a limited time (72 hours).
• Additional charges. By paying or confirming the quotation, you agree to pay the additional charges arising during the service: extra hours or waiting time, additional stops, itinerary changes, tolls, parking and other expenses incurred on your behalf. You authorise us to charge them to the payment method used for the booking where the payment platform allows it, and we always send you the details. If they cannot be charged to that method, we invoice them and they must be paid within the term stated on the invoice.
• We issue the electronic invoice within 24 business hours after the service, including any extras.
• Credit clients pay within the agreed term. Overdue amounts bear default interest at the maximum rate allowed by law.
• Please raise any query about an invoice or a charge within 60 days of its issue.

• A request that has not been paid or confirmed can always be cancelled free of charge.
• Changes of time, address or category are subject to availability and may change the price.
• You can cancel or request changes by email, phone, WhatsApp or, where your account allows it, from your client area on the website.
• Contracts, events and special quotations may set different deadlines, stated in them.

• When a refund is due, we make it by the same payment method within 7 business days of its approval. If the refund is due to a cause attributable to us, we refund the full amount.
• Right of withdrawal: for distance purchases, consumers may exercise it under Article 47 of Law 1480 of 2011. It does not apply once the service has started with the consumer's agreement, nor in the other cases excluded by law.
• Payment reversal: for electronic payments, consumers may request it in the cases and within the deadlines of Article 51 of Law 1480 of 2011.

• Be on time at the pick-up point and keep the phone number given in the booking available.
• Wear a seat belt and follow traffic rules and the driver's instructions for safety reasons.
• Do not smoke or carry prohibited substances or objects in the vehicles.
• Tell us when booking if children are travelling and their age, so that suitable seats are provided, and if pets will travel, which is possible only if agreed in advance.
• Damage to the vehicle or extraordinary cleaning caused by passengers may be charged to the client.

The recommended luggage capacity of each vehicle category is shown in the Fleet section of the website. If you carry sports, bulky or additional luggage, tell us when booking so that we assign a suitable vehicle.

Passengers are responsible for their personal and valuable belongings. If you leave something in a vehicle, contact us as soon as possible: we will look for it and help you get it back.

Our vehicles in Colombia have compulsory motor insurance (SOAT) and the contractual and non-contractual civil liability policies required by special transport regulations. Abroad, the service is provided by an affiliated company with the insurance required by local law.

We are not liable for delays or failures caused by force majeure or unforeseeable events, nor by acts of third parties beyond our control, such as road closures, weather conditions, public-order disturbances, decisions of authorities or airline delays beyond flight tracking. If a service cannot be provided for a reason attributable to us, we refund what you paid for that service.

In other countries we provide services through local transport companies that are affiliated with us and selected by us. V&V remains your single contact for the booking, changes and invoicing, and the service is also subject to the rules of the country where it takes place.

We send you information about your services by email, SMS, WhatsApp, phone or the app, to the contact that you or your company gave us: confirmations, driver details, changes and arrival notices. You can write to us on the same channels at any time. We send marketing communications only with your consent (see our privacy policy).

We keep the commercial information of your bookings for these periods; full details are in our privacy policy:

You can submit requests, complaints, claims or warranty requests to info@vehiculosvip.com, on +57 601 211 49 49 or in writing at our address. We will reply within 15 business days. Consumers may also turn to Colombia's Superintendence of Industry and Commerce.

V&V Vehículos VIP rejects all forms of sexual exploitation and abuse of children and adolescents. The sexual exploitation and abuse of minors in Colombia is punished under criminal and administrative law, in accordance with Laws 679 of 2001 and 1336 of 2009. Our drivers and affiliated companies know this commitment, and any suspicious situation is reported to the authorities.

• You must be of legal age to register and book. You are responsible for keeping your password confidential and for the bookings made with your account.
• Prices and answers given by our automated assistants are indicative: they are final only when confirmed by a quotation or by our team.
• You may not use the website, the app or our channels for unlawful purposes, to send abusive content or to disrupt their operation.
• The content, trademarks and designs of the website and the app belong to VBVH S.A.S. or their owners and may not be reproduced without permission.

These terms are governed by Colombian law. Disputes with companies are submitted to the courts of Bogotá D.C.; consumers keep the actions and jurisdiction granted to them by law.

These terms apply from 29 September 2026 and replace previous versions. We may modify them by publishing the new version on this page; bookings already confirmed are governed by the terms in force when they were confirmed.

VBVH S.A.S. — V&V Vehículos VIP · Carrera 53 # 76-70, Bogotá D.C., Colombia · +57 601 211 49 49 · info@vehiculosvip.com