Terms of Service

Effective date: November 02, 2025

Welcome to OnCallColombia.com. By using our website, messaging our coordinators, or purchasing any of our services, you agree to these Terms of Service (“Terms”). Please read them carefully before engaging with our services.

1. Overview of Services

OnCallColombia (“OCC”, “we”, “us”) is a concierge coordination and support service that helps clients access vetted medical, legal, safety, immigration, and pet-related services across Colombia. We are not a clinic, hospital, law firm, security company, laboratory, or direct care provider. Our role is to facilitate access, manage logistics, and support communication between clients and trusted professionals in our network.

We operate under a “single point of contact” model — you communicate with our coordination team, and we manage the relationship with service providers on your behalf.

Unless explicitly stated in writing, we do not provide professional legal, medical, or tax advice. Where needed, we coordinate licensed professionals to advise or treat you directly.

2. Eligibility

You must be at least 18 years old and legally able to enter into a binding agreement to use our services.

3. No-Refund Policy

All payments are final. Coordination begins immediately upon payment (e.g., time-sensitive scheduling, provider engagement, case review). For this reason, fees are non-refundable once payment is received, whether or not you ultimately use the service. If you are unsure about a service or scope, please contact us via WhatsApp before paying.

4. Service Delivery & Scheduling

• Timelines. Service timelines vary by service type and location. We provide estimates but do not guarantee government/third-party turnaround times or specific outcomes.
• Substitutions. If a provider becomes unavailable or an issue arises, we may offer an alternative solution of equal or greater value in scope.
• Authorization to Act. Many of our products require us to act as if we were you (the client) in order to complete forms, create accounts, and interact with third-party systems. By engaging our services, you grant us permission to do so strictly for service fulfillment. You remain responsible for reviewing the accuracy of submitted information.

5. Client Responsibilities

• Provide accurate, complete information relevant to your service request.
• Remain reachable via WhatsApp or email during coordination and respond promptly to time-sensitive requests.
• Arrive on time to scheduled appointments and comply with provider instructions.
• Review all documents prepared for you before submission to confirm accuracy.

Failure to cooperate or respond may result in delays, rescheduling, additional costs, or forfeiture of service.

6. Government Fees & Third-Party Costs

Unless explicitly stated otherwise, government fees and third-party costs are excluded from our coordination fees (e.g., Migración fees, study/approval fees, apostille/legalization fees, courier/postage, laboratory fees, medical prescriptions, translations, and similar).

7. Limitations of Liability

• OCC coordinates services but does not directly deliver medical, legal, immigration, laboratory, or security services.
• We are not liable for the conduct, decisions, or outcomes of third-party providers or government authorities.
• We do not guarantee medical results, legal outcomes, immigration approvals, visa decisions, or appointment availability except where expressly guaranteed in Section 10.1.
• Force majeure: We are not responsible for delays or failures caused by events outside our reasonable control, including government closures, system outages, strikes, courier delays, or natural events.

8. Confidentiality & Privacy

We treat your personal and medical information confidentially and use it solely to coordinate services. We do not sell client information. Communications (e.g., WhatsApp, phone, email) may be stored for quality assurance and legal compliance. See our Privacy Policy for details.

9. Payment Terms

• Services must be paid in full before coordination begins, unless otherwise agreed in writing.
• We may apply additional coordination charges (with notice) for urgent, off-hours, complex, or repeatedly rescheduled cases.
• All quotations are issued in U.S. dollars unless otherwise stated.

10. Product-Specific Terms

10.1 Immigration & Legal — Visa Support / Tourist Extensions / Salvoconducto

• Guaranteed Appointment Availability. Our service includes guaranteed appointment availability with Migración. You must arrive at least 15 minutes early; late arrival may result in loss of the appointment and the guarantee does not apply to late/no-shows.
• Filing Accuracy. You must review all documents for accuracy before submission. We are not liable if incorrect information provided to us by you causes rejection.
• Processing Location Flexibility. To expedite your case, we may choose to schedule your appointment or file your application at any authorized Migración Colombia office in the country, not necessarily the city where you are located. If travel is required, all related costs and logistics are your responsibility. No refunds or liability apply due to the use of an alternate office.
• Document Gathering. We provide guidance where applicable, but you are responsible for gathering required documents in a timely manner. We are not responsible for delays caused by late or incomplete client documents.

10.2 Legal & Corporate — Business Registration / Bank Accounts

• Lawful Use Only. Services must be used solely for legal purposes and in compliance with applicable laws and bank policies.
• Local Compliance. Filings follow DIAN, Cámara de Comercio, and banking rules; approvals are at the sole discretion of those authorities/institutions.
• Scope. Our service is administrative coordination. Unless separately contracted, we do not provide legal or tax advice.

10.3 Certified Translation & Apostille / Legalization

• Certified Resources. We use Colombian-authorized traductores oficiales and coordinate apostille/legalization with the proper authorities.
• Timelines. Turnaround depends on Cancillería, couriers, and business days. Estimates are not guarantees.
• No Retroactive Guarantees. If a document is rejected due to government discretion, client-provided scans, or illegibility, correction costs are your responsibility. Authorities can be inconsistent; if new scans or re-preparation are required, added processing costs may apply.
• Document Storage. Upon request, we can store your physical documents. Storage is optional and may incur additional handling costs.

10.4 Legal — FBI Background Check

• Scope. We coordinate FBI background checks and any required apostilles or translations.
• Translation Limits. Translation service includes up to two (2) pages per report. Additional pages will incur an extra charge.
• Authorization to Act. By purchasing, you authorize OCC to act on your behalf for tasks necessary to complete the request, such as creating profiles, submitting forms, and interacting with U.S. and Colombian authorities.

10.5 Medical Services — Home Visits / Advanced Therapies

• Not Emergency Care. For emergencies, call local emergency services (123 in Colombia) or go to a hospital.
• Licensed Providers. Services are performed by licensed Colombian doctors and/or nurses; OCC coordinates but is not the medical provider.
• Prescriptions. Certain medications/injections require a doctor’s prescription; nurse visits cannot substitute a medical prescription.
• Disclosure. You must disclose relevant medical history, allergies, and current medications prior to service.

10.6 Laboratory / STD Testing

• Certified Labs. Diagnostic testing is coordinated exclusively with certified laboratories.
• Privacy. Results are confidential and shared only with you unless you request otherwise.
• Treatment. Prescriptions or treatment decisions require a licensed physician’s evaluation.

10.7 Pet Services — ESA Letters & Health Certificates

• Jurisdiction. ESA letters are intended for recognition within Colombia; acceptance by international airlines or housing providers is not guaranteed.
• Evaluation. ESA letters may be issued only after assessment by a licensed Colombian mental health professional.
• Travel Rules Vary. Health certificate requirements depend on ICA, airline, and destination country rules. You are responsible for timing and compliance (common validity is ~10 days before travel, subject to change).

10.8 Security — Scopolamine Test Kits

• Screening Only. Kits are for harm-reduction screening and are not definitive. Negative results do not guarantee safety.
• Cross-Reactivity. Substances with -amine chemical groups may yield positive results.
• Use at Own Risk. You assume all responsibility for use and interpretation. OCC is not liable for missed detection, false results, or misuse.

10.9 Security — Armed Private Security

• Licensed Providers. Security services are performed by registered, licensed firms in accordance with Colombian law.
• Scope of Duty. Security providers are not responsible for unlawful client activities or incidents outside contracted hours/scope.
• Advance Booking. Dispatch depends on availability and confirmation; this is not an emergency responder service.

10.10 Legal — Emergency Attorney Dispatch

• Access Model. Service provides coordinated access to attorneys for urgent matters; it is not an insurance product.
• Coverage. Remote calls and in-person attendance are subject to availability and scope confirmation.
• Non-Subscribers. If you contact us without prior enrollment, we will quote terms before any service is provided.

10.11 Concierge — AI-Based WhatsApp Service

• Knowledge-Base + AI. Guidance is generated using our curated and tested knowledge-base through AI on WhatsApp.
• No Professional Advice. AI outputs are informational only and do not constitute legal or medical advice. For professional advice, we can connect you with licensed providers.
• AI Limitations. While we will attempt to correct reported errors, we are not responsible for AI hallucinations or inaccuracies.

11. Acceptable Use & Legal Compliance

• You may not use services for unlawful purposes or to misrepresent identity, documents, source of funds, or intent.
• You must comply with all applicable laws, regulations, and provider policies.
• We may refuse, suspend, or terminate services if we reasonably suspect misuse, fraud, or non-compliance.

12. Intellectual Property

All content on our website and in our materials (text, designs, logos, processes) is owned by OCC or its licensors and protected by law. You may not copy, modify, or distribute it without permission.

13. Changes to These Terms

We may modify these Terms at any time. Updates are effective when posted on this page. Continued use of the site or services after an update constitutes acceptance.

14. Governing Law & Jurisdiction

These Terms are governed by the laws of Colombia. Any dispute arising from the use of our services shall be resolved in the competent courts of Colombia.

15. Contact

For questions:

• Email: [email protected]
• WhatsApp: Talk to a Coordinator