Code of Conduct

Our Commitments to You

• Act as one trusted point of contact and own your case from start to finish.
• Communicate clearly and promptly in English and Spanish, with honest timelines and pricing.
• Work only with personally vetted, licensed providers who are bound to confidentiality.
• Protect your privacy and never sell or misuse your information.
• Treat sensitive medical, legal, and safety matters with discretion and professionalism.

What We Ask of You

• Provide accurate, complete information and review documents prepared on your behalf.
• Stay reachable during coordination and respond to time-sensitive requests.
• Treat our coordinators and providers with respect and courtesy.
• Use our services only for lawful purposes, and never to misrepresent identity, documents, or source of funds.
• Comply with provider instructions and applicable Colombian laws and regulations.

Zero Tolerance

We do not tolerate harassment, threats, discrimination, fraud, or requests to act unlawfully — toward our team or our providers. We may refuse, suspend, or terminate service if we reasonably suspect misuse, fraud, abusive behavior, or non-compliance, consistent with our Terms of Service.

Safety First

OnCallColombia is not an emergency service. For life-threatening situations, call local emergency services (123 in Colombia) or go to the nearest hospital. We coordinate planned and urgent support, not first response.

Raising a Concern

If something doesn’t meet these standards — on our side or a provider’s — tell us. We take every concern seriously and will work to make it right.

Questions? Email hello@oncallcolombia.com or talk to a coordinator on WhatsApp.