Legal
Terms of Service
Effective date: July 08, 2026
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. Not an Emergency Service
OCC is not an emergency response service. Our coordination — including medical home visits, security dispatch, and attorney access — is scheduled and provider-dependent, not immediate. For medical emergencies, security emergencies, arrests, imminent danger, or any life-threatening situation, contact local emergency services first (dial 123 in Colombia) or go to the nearest hospital or police station. Do not rely on OCC as your first point of contact in an emergency.
3. Eligibility
You must be at least 18 years old and legally able to enter into a binding agreement to use our services.
4. Coordination Fees & Refunds
Because coordination work begins immediately upon payment (e.g., time-sensitive scheduling, provider engagement, case review), coordination fees are generally non-refundable once work has started, whether or not you ultimately use the service. If you are unsure about a service or its scope, please contact us via WhatsApp before paying.
This does not limit any non-waivable rights you may have under applicable consumer-protection law.
5. 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. In connection with that authorization:
- You remain responsible for the truthfulness, accuracy, and completeness of all information you provide.
- OCC does not sign sworn or notarized statements on your behalf unless you expressly authorize it in writing.
- Where the law requires it, you must review and approve filings before we submit them.
- OCC may use subcontractors, providers, and other third parties to fulfill your service.
- You authorize OCC to share the information necessary for fulfillment with providers, laboratories, attorneys, couriers, translators, and government platforms.
6. 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.
7. 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).
8. 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 12.1.
Liability cap. To the maximum extent permitted by law, OCC’s total liability for any claim related to a paid service is limited to the amount you paid for that specific service. Nothing in these Terms excludes or limits liability for intentional misconduct, gross negligence, or any liability that cannot be excluded under applicable law.
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.
9. Confidentiality, Privacy & Health Data
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.
Sensitive & Health Data Consent. By requesting medical, laboratory, or wellness coordination, you expressly authorize OCC to collect, use, store, and share the necessary health-related information — such as medical history, symptoms, prescriptions, and laboratory results — with licensed providers and laboratories solely for service coordination, follow-up, billing, quality assurance, and legal compliance. You may withdraw this authorization at any time by contacting us, subject to any processing already under way and to records we must retain by law.
10. 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.
11. Chargebacks & Payment Disputes
If you have a concern about a charge, please contact us first via WhatsApp or email so we can attempt to resolve it directly. If you file a payment dispute or chargeback after services have begun, OCC may pause or terminate coordination until the dispute is resolved. You agree to contact OCC to attempt a good-faith resolution before initiating a chargeback.
Costs of Enforcement. To the maximum extent permitted by law, if OCC must enforce these Terms or recover amounts owed — including defending against a chargeback or payment dispute filed after services have begun — you agree to reimburse OCC’s reasonable costs and legal or attorneys’ fees incurred in doing so.
12. Product-Specific Terms
12.1 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.
12.2 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.
12.3 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.
12.4 Legal — FBI Background Check
Scope. We coordinate FBI background checks and any required apostilles or translations.
Translation Limits. The certified Spanish translation included with our full-service FBI packages covers up to two (2) pages, which is the length of a standard FBI report. Most reports are two pages, which is what the package price is built around. If your report is longer than two pages, the additional pages are translated at an extra charge of $30 per page, which we confirm with you before proceeding. The package price is the same whether or not the included translation is used.
Whole-Document Requirement & Forfeiture. Colombian authorities require the entire document to be translated by a single sworn (oficial) translator for it to be valid for a visa. A report that is only partially translated, or that combines translations from more than one translator, will not be accepted. For this reason, if your report exceeds two pages and you choose not to have the remaining pages translated by us, the two included pages cannot be used on their own for your visa and are forfeited — no partial credit, refund, or price reduction applies to the unused translation.
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.
12.5 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.
12.6 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.
12.7 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).
12.8 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.
12.9 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.
12.10 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.
12.11 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. You should not rely on AI-generated messages as a substitute for professional advice, diagnosis, treatment, legal counsel, immigration advice, or emergency assistance. 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.
13. 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.
14. 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.
15. 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.
16. Governing Law & Jurisdiction
These Terms are governed by the laws of the State of Texas, U.S.A., without regard to its conflict-of-laws rules. You agree that any dispute arising out of or relating to these Terms or our services shall be brought exclusively in the state or federal courts located in Texas, and you consent to the personal jurisdiction of those courts and waive any objection to venue or forum in that location.
If you are a consumer who resides in and receives services within another jurisdiction, this section does not override any mandatory consumer-protection rights that cannot be waived under the law of your place of residence.
17. Contact
Questions? Email hello@oncallcolombia.com or talk to a coordinator on WhatsApp.