Terms and conditions

CONTRACT FOR THE PROVISION OF THE PASSENGER TRANSPORT PUBLIC SERVICE BY CABLE CAR IN THE MONSERRATE HILL BY SOCIEDAD TELEFÉRICO A MONSERRATE S. A.

The purpose of this Contract is to set forth the terms and conditions to guarantee access, quality, efficiency and safety in the provision of the passenger transport public service by cable car in the Monserrate Hill; as well as establish the measures for the proper entry, stay, and exit of the private and public facilities of the Company Teleférico A Monserrate S. A. (or the “Company”). In furtherance of the transportation Contract, and according to the following:

CLAUSES

FIRST. PURPOSE OF THE TRANSPORTATION CONTRACT. The Company Teleférico A Monserrate S. A., a private legal commercial Company, supervised by the Superintendencia de Transporte, provider of the passenger transport public service by cable car, with authorization and operating permit granted by the Ministry of Transportation, agrees to transport the users, in exchange for a fee, via cable and cable car transportation systems, at the times established by the Company, under the conditions authorized by the Ministry of Transportation and under the terms herein, except for unforeseen events, operational changes or by order of the competent authorities.

SECOND. CABLE CAR TRANSPORTATION SYSTEMS.The transport public service by cable car on the Monserrate Hill may be provided through any of the cable car systems, according to the schedules, availability and service demand as determined by the Company and according to the operating permit granted by the Ministry of Transportation.

The schedules for the cable car transportation service can be seen on the Company's website, MONSERRATE.CO, and at the ticket booth located on the Monserrate Hill.

Fourth. OBLIGATIONS OF THE COMPANY. Notwithstanding the obligations provided for in the governing law, the obligations of the Company are as follows:

To take the passenger from the point of origin to the point of destination, except for events that constitute an act of god, force majeure or an order of the competent authorities, on the terms defined herein.
To drive the passenger safely during the journey.
To provide the transportation service on the Monserrate Hill under the terms and conditions established herein and fulfilling the obligations that by definition are inherent herein, either in law or in equity.
To adopt measures that promote the safety, hygiene, quality, and comfort of passengers.
To guarantee the right of withdrawal on the purchase of tickets acquired electronically under the terms established by law and this Contract.
To guarantee the right to cancel under the terms established in this Contract.
To receive and process requests, complaints, claims, suggestions (PQRS, for its Spanish acronym) brought by passengers, in accordance with the policy that the Company established for these purposes.
To provide clear, truthful, reasonable, timely, verifiable, understandable, accurate, and suitable information about the conditions and characteristics of the service provided.

FIFTH. OBLIGATIONS OF THE PASSENGER. The passenger's obligations are as follows:

To pay the fee for the transportation service provided by the Company, as well as additional charges, in accordance with the provisions herein.
To observe and abide by the security measures established by the Company and official regulations.
To comply with the Company's regulations and policies, published and displayed in places easily identifiable by passengers and/or on the Company’s website, including regulations for transporting pets, use of private and public facilities of the Company Teleférico A Monserrate and transportation of personal items.
To be aware of the terms, policies, regulations, and conditions established by the Company for the provision of the transport public service by cable car on the Monserrate Hill.
To be aware of the waiting times to board the cable car transportation system and the closure times of the pedestrian path, managed and operated by the INSTITUTO DE RECREACIÓN Y DEPORTE (IDRD for its spanish acronym).
To make use of the information provided by the Company for the correct execution of this Contract and the provision of the transportation service on the Monserrate Hill.
To purchase travel tickets only and exclusively through the sales channels authorized by the Company.
To assume at their own risk the custody and transportation of their personal items and other personal property.
To keep the ticket and the receipt issued in the performance of the transportation Contract.
To be financially liable for damages caused intentionally or negligently by the passenger, people or animals in their charge, to the transportation systems operated by the Company and/or the infrastructure and assets that are their property or are under their possession or custody.

SIXTH. TICKET.The travel ticket is the key to access the cable transportation systems on Monserrate Hill and must be presented to the Company staff and/or registered on the electronic devices enabled to board the cable car systems.

For a ticket to be valid, it must be purchased through authorized sales channels, by persons of legal age or by minors between 14 and 17 years of age, previously authorized by their legal representative, and be used on the date of issue.

Tickets purchased at the ticket booth will only be valid for the date of issue. Tickets purchased through the website MONSERRATE.CO will only be valid for the date on which the trip was scheduled.

PARAGRAPH ONE. In case of loss or misplacement of a ticket, the passenger may present the receipt delivered at the ticket booth for the ticket to be reprinted, as long as the ticket has not been used.

PARAGRAPH TWO. If there are problems with the reading of the tickets purchased by the user, the Company will proceed to carry out a verification and validation process of the registered information. Once this procedure is completed, the user will be informed of the reason for the problem. If the ticket was purchased validly, the user will be allowed access.

SEVENTH. TICKET CONTENT.Every ticket issued by the Company will contain at least the following information:

Name and identification of the Company.
Date of issuance of the ticket.
Ticket serial number
Ticket booth and transaction
Name of cashier

PARAGRAPH. The Company reserves the right to include additional aspects in the ticket, such as boarding recommendations, channels and service lines, among other elements that in its discretion are considered relevant.

EIGHTH. TYPES OF SERVICES. The transport public service by cable car will be provided by the Company in the following categories:

One: This allows only one trip (up or down) per person.
Round Trip: This allows two (2) trips (round trip) per person.
Fast Pass Trip: This allows two (2) trips (round trip) and grants exclusivity in the car or/and cabin for the user and their companions. To be scheduled in advance with the Company.
Viaje Fast pass: This allows entry to a preferential line for boarding the cable car in two (2) trips (round trip).
Transportation of additional personal items or extra carry-on luggage:: By purchasing this ticket, the user is allowed the entry of an additional personal effect. Applicable to elements that do not exceed the dimensions established by the Company in Clause Fourteenth Each additional item will incur a separate fares.
Transportation of pets: This allows round-trip transportation of a pet on the Funicular. For more information, please refer to the pet transportation regulations.
Athletes trip: This allows only one trip (descent) per person from Monday to Saturday from 5:30 a.m. to 9:00 a.m. and it can be used until 10:00 a.m.
Athletes card: It is exclusive for athletes, it allows the purchase of downhill tour packages from Monday to Sunday and it can be used from 5:30 a.m. to 10:00 a.m., Monday to Sunday and holidays. The terms and conditions of athlete membership can be consulted on the website monserrate.co/deportistas/

NINTH. FARES. The fares established for the different cable car transport services provided on the Monserrate Hill, as well as the promotions and benefits per person or groups, can be seen at the ticket offices located on the Monserrate Hill, on the Website: MONSERRATE.CO, on the official social media of the Monserrate Hill, Instagram, Facebook, as well as any other similar platform which the Company has declared to be official; or by telephone at the PBX of Teleférico A Monserrate.

Any modification thereof will be published through said media and will indicate the date of entry into force.

TENTH. POLICY FOR THE USE OF PRIVATE AND PUBLIC FACILITIES OF THE COMPANY TELEFÉRICO A MONSERRATE S. A. During the course of the transport Contract, and seeking to obtain a fast, efficient, and safe service, users must enter, remain and leave the private and public areas of the Company Teleférico A Monserrate S. A., in accordance with the following guidelines:

Respect the order of the lines established by the Company for the purchase of tickets and boarding of cable car transportation systems.
Do not hold a place for others in boarding rooms or waiting rooms for boarding transportation.
Follow the instructions of the operational staff for boarding transportation.
Allow the verification of the information contained in the tickets acquired by the user, particularly in events in which problems arise with the reading thereof.
Do not use round trip tickets to make two simple trips up or down Monserrate Hill by different people. These tickets are exclusively for personal use.
Do not consume or transport food or any other type of element that generates bad odors in the boarding rooms, cars or cabins of the transport.
Do not put any limbs out the windows of the cable cars during the journey (ascent and descent).
Do not manipulate the doors of the transport and stations without the approval of authorized personnel.

ELEVENTH. AUTHORIZED TICKET SALES CHANNELS. The only sales channels authorized by the Company for the purchase of tickets to access the transport public service by cable car on Monserrate Hill are:

In person, at the Company facilities:

At the ticket booth located on the Monserrate Hill, at the bottom and at the top.
In the automatic sales kiosks, and may be used with the support of the Company's staff, in the event that is required.

Electronically.

On the Company's website: MONSERRATE.CO
On allied web platforms authorized by the Company

Through commercial allies:

Restaurants on Monserrate Hill: “Casa Santa Clara,” “Casa San Isidro,” which provide their clients with a ticket with a round trip to and from Monserrate Hill, which must be used on the day of the respective reservation.
Tourism agencies authorized by the Company.

Paragraph One. The Company will not be responsible nor will it provide the transportation service if the passenger presents a ticket purchased through a channel other than those authorized. Tickets purchased through unauthorized sales channels are not valid and will not give rise to the rights contemplated herein and in the applicable regulations. Authorized sales channels can be consulted at MONSERRATE.CO

Paragraph Two. The Company's social media, including Facebook, Instagram, and any other similar platform which the Company has declared official, will be used for the purposes of providing information and advertising to passengers and the general public about the transportation service promotions, and offers. They do not constitute an authorized sales channel.

TWELFTH. RIGHT OF WITHDRAWAL. Any user who purchases their tickets electronically, through the website MONSERRATE.CO, may exercise the right of withdrawal within five (5) days following the purchase, with the right to a refund of the total value paid, as long as the execution of the transportation Contract has not begun. If the period between the date of purchase of the ticket and the scheduled date of the trip is of less than five (5) days, the user will not be able to exercise said right.

The user must request the cancellation of the purchased tickets through the email customerservice@tiqets.com, or to the email sent at the time of purchase, specifying the reservation number. The Company, within thirty (30) calendar days following the request stating the exercise of this right, will reimburse all of the money paid by the passenger to the payment method used, or the one specified, without any discounts or withholding.

THIRTEENTH. RIGHT TO CANCEL. Users may cancel the transportation service contracted at the ticket offices located on Monserrate Hill, with the right to a full refund of the money paid, in the following events:

Non-use of means of transportation. When the user does not register at the turnstile and the system does not register use of the tickets purchased at the authorized ticket booth, they may cancel the transportation service, from the moment the Contract is executed until the closing time of the ticket office on the day of purchase, with full refund of the money paid. For this purpose, they must go to the main ticket booth assigned with the invoice and tickets delivered at the time of purchase. Once verification of NON-USE has been carried out, the refund of the paid sums will be made in cash or by canceling the transaction on the credit card terminal, in the case of card payment. The transaction reversal term will depend on the policies of the user's bank.

FOURTEENTH. POLICY FOR THE TRANSPORTATION OF PERSONAL ITEMS OR HAND LUGGAGE. Every passenger will have the right to bring in two (2) personal items that individually do not exceed fifteen (15) kg and do not exceed the following dimensions: Height: Fifty-five (55) centimeters, Width: Forty (40) centimeters Depth: Twenty-five (25) centimeters.

PARAGRAPH ONE. Items that exceed the quantity, weight or dimensions described above will be charged extra for each one. This charge which will be published on the website MONSERRATE.CO and the ticket booth.

PARAGRAPH TWO.. The Company does not provide a checked baggage service, consequently, the passenger will, at all times, be responsible for the custody and transportation of their personal items and other personal property. Teleférico A Monserrate takes no responsibility for losses or theft inside the boarding rooms, cars or cabins of the means of transport.

FIFTEENTH. PET TRANSPORTATION REGULATIONS Every passenger may transport a maximum of one (1) domestic animal or physical or emotional support animal, after paying the fees established by the Company for said service, which can be seen on the website MONSERRATE.CO and at the ticket booth on the hill.

Domestic animals shall be transported only on the funicular transport system and must be placed in the driver's car throughout the journey, unless for operational reasons. The Company, at its discretion, decides whether they should be transported on the cable car transport system. Due to the high number of visitors, the pet transportation service will not be provided on Sundays, Christmas, Easter or at special events previously advertised by the Company that involve large crowds of people. Physical or emotional support animals are excluded from the previous restriction.

The user must guarantee their safe, healthy, and comfortable movement. Likewise, they will be responsible for correct behavior of the animal and for any damage it may cause to third parties, Company staff and/or the cable transportation systems. Accordingly:

All pets must always be escorted by their owner and/or keeper (of legal age) and always remain under their care.
Dogs must enter and move with a collar.
Cats must be brought in backpacks or with special collars for transport and movement in the Company’s facilities located on Monserrate Hill.
Pets may not be left alone or tied up in the Company’s facilities located on Monserrate Hill.
The passenger must collect and clean their pet's solid and liquid waste.
The use of a muzzle will be mandatory for any breed that shows aggressive behavior with other pets or people.

PARAGRAPH ONE. Domestic animals must carry a vaccination card, which may be requested by Company personnel or by the respective authorities. Dogs defined as special handling breeds by Law 1801 of 2016 will not be able to travel on the funicular system without their respective collar, muzzle, vaccination card and registration. Likewise, the use of a muzzle is mandatory for any breed that is aggressive towards other pets or people.

PARAGRAPH TWO. Any user who requires transportation with a physical or emotional support animal, prior to the start of the trip, must inform and prove the condition in which said animal assists them, through certification issued by a health professional.

PARAGRAPH THREE. The entry of untamed, wild or domesticated animals such as amphibians, crustaceans, reptiles, rodents (hamsters, guinea pigs or small rabbits), ferrets, birds, fish, aquarium turtles, cows, goats, llamas is expressly prohibited.

SIXTEENTH. EVENTS OF NON-PROVISION OF TRANSPORTATION SERVICE. The Company reserves the right to deny boarding to the cable, cable car, and funicular transportation systems to any passenger, in the event of any of the following circumstances:

When the passenger has purchased the ticket through unauthorized sales channels
When the passenger participates or is involved in fights or in any incident that threatens or puts at risk the physical or mental integrity of the passengers and Company staff.
When the passenger causes physical damage to transportation equipment, Company facilities or Company staff.
When the passenger behaves aggressively or addresses the passengers or Company staff with insulting expressions.
When the passenger fails to comply with the guidelines established in the regulations for the transportation of domestic animals.
When the passenger fails to comply with the guidelines established in the policy for the transportation of personal items.
When the passenger may represent a threat to the security, health, and safety of the passengers, the driver or the staff and refuses to comply with the biosafety protocols established by the competent authority or the Company.
When the non-provision of the service occurs in compliance with laws, regulations or orders of competent authorities.
When the passenger fails to comply with the guidelines established in the policy for the use of private facilities open to the public of the Company Teleférico a Monserrate S. A.

PARAGRAPH ONE. In the event of any of these circumstances established in this clause, the Company will immediately request support from the National Police to prevent the boarding of the passenger and take the administrative measures, if applicable, in the terms of the National Code of Security and Citizen Coexistence.

PARAGRAPH TWO. Any passenger who engages out any of the behaviors indicated above will not have the right to obtain a refund of the amount paid for the transportation service, nor to reschedule the trip.

SEVENTEENTH. CANCELLATION OF TRIPS BY THE COMPANY. In the event that the Company is forced to cancel the cable transportation service due to circumstances inherent to the operation or events external to it, passengers will have the right to obtain a refund of the paid value.

The refund may be requested within the following thirty (30) business days of purchase, by completing the CO-FO-43. Returns form, attaching the receipt, the ticket, bank certification and authorization in case of payment to a third party different from the applicant.

The refund of the canceled sums will be made in cash or by canceling the transaction on the credit card terminal, in the case of card payment. The transaction reversal term will depend on the policies of the user's bank.

EIGHTEENTH. USER PETITIONS, COMPLAINTS, CLAIMS, AND REQUESTS. Every user of the transport public service by cable car operated by the Company has the right to present Petitions, Complaints, Claims, and Requests, and obtain an express, timely and substantive response.

La radicación de las P.Q.R.S podrá realizarse a través de los siguientes canales:

In physical form:	Virtually:	By telephone:
You can request the form to file your PQRS directly at our facilities or express your concerns to our officials.	Website: monserrate.co/atencion-al-usuario/ E-mail: info@monserrate.co Through direct messages on social media: Facebook: cerrodemonserrate Instagram: cerromonserrate	Office hours are Monday through Friday from 7:30 a.m. to 4:00 p.m. continuously through our customer service line: (601) 2845700.

PARAGRAPH ONE. El término de respuesta de las peticiones, quejas, reclamos y solicitudes será de quince (15) días hábiles, contados a partir del día siguiente a su recepción, salvo los temas relacionados con la solicitud de documentos e información que deberán ser resueltos en un término no mayor a diez (10) días hábiles. La notificación de la misma se realizar de forma física a la dirección suministrada por el usuario o a través de correo electrónico, siempre y cuando este haya autorizado su notificación por este medio.

PARAGRAPH TWO.The PQRS filed verbally, physically or by telephone will be recorded by Company officials for their respective processing.

NINETEENTH. PASSENGER ACCOMMODATIONS. Passengers with reduced mobility will be able to access a preferential line to purchase a ticket for themselves and a single person. Likewise, they will have priority for boarding cable car transportation systems.

PARAGRAPH ONE. If the passenger suffers from a condition that affects their perception of reality, they will have to travel accompanied by a responsible adult and certify, medically, that their clinical condition does not represent a risk to themselves or to other users of the service. Both the companion and the passenger must pay the total value of the fee established for the provision of the transport public service.

TWENTIETH. TRANSPORTATION OF MINORS. Any child taller than 100 cm must pay an individual ticket and will not be entitled to any type of discount. Children under fourteen (14) years of age must be accompanied at all times by a responsible adult to board cable transportation. Minors from the age of fifteen (15) may travel unaccompanied, as long as they present a letter of authorization, a photocopy of the ID of the parents or legal representative and the minor's identity document.

TWENTY- FIRST. HANDLING OF PERSONAL DATA. The Company will process the personal data of users in accordance with the political constitution, Law 1581 of 2012 and other concordant regulations, as well as the policy for the processing of personal data adopted by the Company, which may be consulted on the website MONSERRATE.CO and the Company’s front desk.

TWENTY-SECOND. SUPPLEMENTARY PROVISIONS. The regulations and policies of the Company, published and displayed in places easily identifiable by passengers and/or website, will be understood to be made a part hereof and will constitute an integral part of this Contract.

TWENTY-THIRD. TERM.. The terms and conditions of this Contract will be valid indefinitely, any modification, deletion or addition will be brought to the attention of users through the Company's official channels and will only have effect in the future.

The present contract was revised in March 2024.