Viajero

Terms and Conditions · Last updated: October 8, 2026

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These Terms and Conditions govern your use of the Viajero mobile application ("the App"), available on the App Store and Google Play, and of the services we offer through it.

Please read them carefully. These are the terms you accept on the App's "Before you start" screen. If you do not agree with them, do not use the App.

1. Who provides the service

The App is operated by EL VIAJERO HOSTELS S.A.S., a company with NIT (tax ID) [NIT], located at Carrera 3 # 20-35, Bogotá, Colombia ("Viajero", "we", "us").

You can contact us at [email de soporte].

2. Acceptance

By creating an account in the App, you accept these Terms and Conditions and our Privacy Policy. This version of the terms was last updated on October 8, 2026.

3. Who can use the App

You must be at least 18 years old to use the App. By creating an account, you confirm that you meet this minimum age.

4. Your account

  • The information you provide must be truthful and up to date.
  • Each person may have only one account.
  • You are responsible for keeping access to your account secure and for the activity carried out from it.

You can delete your account at any time from Profile > Delete account in the App, or at /eliminar-cuenta.

5. Community guidelines

When using the App, you agree to:

  • Treat others with respect, in chats and on profiles.
  • No insults, harassment, threats or discrimination.
  • No sexual, violent or illegal content.
  • No spam, scams or unsolicited advertising.

6. Zero tolerance and moderation

We do not tolerate objectionable content or abusive users. Any user can report or block another user or a message from within the app. We review every report within 24 hours and remove the content and suspend or delete the accounts that do not comply with these rules. In addition, we automatically filter offensive language in messages and profiles.

7. User content

You retain ownership of the content you post in the App (messages, photos, profile information). By posting it, you grant Viajero a limited, non-exclusive, revocable license to display it within the App in order to provide the service. Viajero may remove any content that violates these terms or the community guidelines.

8. Bookings and payments

  • Accommodation bookings are processed through Cloudbeds.
  • Payments are made with MercadoPago or on the relevant hostel's payment page.
  • Cancellation, change and refund conditions are set by each hostel and are shown to you before you confirm the booking.

9. Chat with Kyto

Kyto is an automated assistant operated with Botpress, which may use third-party artificial intelligence models. Its answers are for guidance only and are not binding: they do not constitute an offer, a booking confirmation or a commitment by Viajero. If in doubt, please check the information with our support team.

10. Marketing notifications

We will only send you marketing notifications if you opt in. You can turn them off at any time from Profile > Notifications.

11. Points program (AKIN / Viajero Millas)

If you join the points program, you can earn points on your stays. Points may expire or be lost under the program's conditions. Viajero may change the program with prior notice.

12. Limitation of liability and changes to these terms

The App is provided "as is" and "as available". We make reasonable efforts to keep it working properly, but we do not guarantee that it will be free of errors or interruptions.

Accommodation services are provided by the hostels, which are third parties. Viajero is not liable for the provision of those services, without prejudice to any obligations it has as an intermediary.

These limitations apply to the extent permitted by Colombian law, including the Consumer Protection Statute (Ley 1480 de 2011). Nothing in these terms limits the rights the law grants you as a consumer.

We may update these terms. We will publish the current version on this page and, when changes are material, we will notify you within the App.

13. Governing law

These terms are governed by the laws of the Republic of Colombia. Any dispute will be submitted to the competent courts of Bogotá, Colombia, without prejudice to the rights the law grants you as a consumer.

14. App store terms

If you downloaded the App from Apple's App Store:

  • These terms are an agreement between you and EL VIAJERO HOSTELS S.A.S., and not with Apple Inc. ("Apple").
  • Apple is not responsible for the App or its content, and has no obligation whatsoever to provide maintenance or support services for it.
  • Apple and its subsidiaries are third-party beneficiaries of these terms and, upon your acceptance, will have the right to enforce them against you.

If you downloaded the App from Google Play, Google Play's terms of service also apply.

15. Contact

If you have questions about these terms:

  • Email: [email de soporte]
  • Legal name: EL VIAJERO HOSTELS S.A.S.
  • Address: Carrera 3 # 20-35, Bogotá, Colombia