Terms and Conditions
AZ Medellín — Terms & Conditions
By booking, purchasing, or engaging any service offered by AZ International Group Limited, a company registered in England and Wales, trading as AZ Medellín ("AZ Medellín", "we", "us"), the person making the booking ("the Client") confirms that they have read, understood, and agreed to the following terms.
1. What Our Services Are — and What They Are Not
AZ Medellín provides private chaperone and executive concierge services in Medellín, Colombia. Our chaperones provide bilingual accompaniment, local knowledge, situational awareness, and practical assistance throughout your booking.
We are not a security company. Our chaperones are not bodyguards, security guards, or close protection officers, and our services do not include physical protection of any kind. Nothing in our services, communications, or marketing should be understood as an offer of security or protective services. Clients who require professional security should engage a licensed security provider.
We are not a tour operator. Chaperones accompany Clients on the Client's own plans and do not conduct guided tours.
While our chaperones are experienced and attentive, we cannot and do not guarantee the Client's safety, nor any particular outcome or experience.
2. Service Availability & Support Hours
In-person chaperone support is provided only during the booked and paid service hours.
Outside these hours, or where any balance remains unpaid, the Client should not expect live or on-demand assistance. Messages received outside support hours will be answered when service resumes.
All services require full payment before delivery. Where the booking is made 30 days or more before the service date, a 50% deposit is due at the time of booking and the remaining 50% is due no later than 7 days before the service date. Where the booking is made less than 30 days before the service date, 100% of the payment is due at the time of booking to secure the reservation. If any balance remains unpaid when due, we reserve the right to release the reservation.
3. Client Conduct
We reserve the right to end a booking immediately, without refund of amounts already due, if a Client:
becomes severely intoxicated or impaired to the point that their judgment is compromised or they present a risk to themselves, our team, or others;
behaves abusively toward our chaperones, drivers, concierge team, or any third party;
asks our team to participate in, facilitate, or be present during any unlawful activity; or
otherwise breaches these terms in a serious way.
Our chaperones may withdraw from any situation they judge to be escalating, dangerous, or beyond the scope of the service. Where practical, they will first help the Client reach a safe location such as their accommodation.
4. Emergencies
In any emergency, the Client should contact the Colombian emergency services on 123 and, where relevant, their embassy or consulate. Our team may assist with guidance and translation during booked service hours, but we are not an emergency service and must not be relied upon as one.
5. Third Parties
Any dispute, dealing, or legal matter between the Client and any venue, service provider, authority, or other individual is solely the Client's responsibility. We are under no obligation to mediate, intervene, or represent the Client in any such matter.
Any balance the Client owes to a third party (venues, drivers, hosts, or others) is the Client's sole responsibility. If AZ Medellín or its team settles such a balance on the Client's behalf, the amount will be re-billed to the Client together with an administrative fee of 10%.
Where we arrange third-party services (such as accommodation, restaurants, or tours) as part of the Executive Stay, those services are delivered by the third party under the third party's own terms.
6. Assumption of Risk & Limitation of Liability
Travel in Medellín, and nightlife in particular, involves inherent risks including theft, illness, injury, and loss of property. The Client accepts these risks as an ordinary part of travel and confirms that they are choosing to travel and to use our services voluntarily.
To the fullest extent permitted by law, AZ Medellín is not liable for loss, damage, injury, or expense arising from events outside our reasonable control, from the acts or omissions of third parties, or from the Client's own decisions and conduct, including decisions to separate from their chaperone, disregard advice given, or engage in high-risk activity.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited.
Clients are strongly advised to hold comprehensive travel insurance covering medical care, personal property, and cancellation. We do not arrange, facilitate, or cover the cost of medical or emergency care.
7. Indemnity
The Client agrees to indemnify AZ Medellín and its team against claims, losses, or costs arising from the Client's own unlawful acts, serious misconduct, or breach of these terms.
8. Privacy, Media & Confidentiality
Discretion runs in both directions.
We will never photograph, film, or publish content featuring a Client without their prior consent. If a Client asks us to remove previously published content featuring them, we will action the request within 48 hours.
Equally, the Client agrees not to photograph, film, record, livestream, or publish content featuring our chaperones, drivers, team members, or operational details on any platform without our prior written consent. The privacy of our team is a fundamental condition of service. Breach of this clause entitles us to end all services immediately without refund, and the Client will be responsible for costs and damages arising from unauthorised publication.
Client information is handled in accordance with our Privacy Policy. Non-disclosure agreements are available on request.
9. Deposits, Cancellation & Refunds
Bookings are secured by the payment set out in Section 2: a 50% deposit where the booking is made 30 or more days before the service date, or full payment where the booking is made less than 30 days before the service date. On receipt, we begin committing time, reservations, and team availability to your dates.
All payments, including deposits and full prepayments, are non-refundable, but may be transferred to an alternative date subject to availability. Transferred payments remain valid for 6 months from the original service date. If no new booking is completed within that period, the payment is forfeited in full and no refund or further credit will be issued. If the Client cancels at any time, no refund will be issued. If the remaining balance is not paid when due, the reservation will be released and the deposit retained.
If AZ Medellín cancels a booking due to our own error or unavailability, the Client will receive a full refund of all amounts paid.
10. Group Bookings
Where the Client books on behalf of other guests, the Client confirms that every member of their party has been made aware of, and agrees to, these terms, and accepts responsibility for their party's compliance.
11. General
These terms form the entire agreement between the Client and AZ Medellín for the booked services, and they are governed by the laws of England and Wales. This does not affect any mandatory rights the Client has under the laws of their country of residence.
If any part of these terms is found unenforceable, the remainder continues in force.
AZ International Group Limited, trading as AZ Medellín. Registered in England and Wales
