Frequently asked questions

Message us on WhatsApp at +57 350 450 2929 if your question isn’t here. We answer fast, and not from a script. And if you’re already in Medellín, come and ask at the shop even if you’re not booking anything: the information point is free.

Finding us

Where exactly are you?
At Calle 44A #70-79, Laureles. We’re four or five blocks from Estadio metro station (line B). On Uber and Google Maps we come up as MOVE City Tours.
Do you pick up at hotels?
No, and that’s deliberate: we’re central enough that you don’t need it. From almost anywhere in the city it’s fifteen to twenty minutes by Uber, and it won’t cost much. By metro, get off at Estadio and walk four blocks.
Can I leave my luggage during the tour?
Yes, no problem. It happens a lot: people who’ve just landed and can’t check in yet, or who fly out that same night. We have space and it’s looked after.

Before you book

How many people per bike?
One per bike. Children are the exception: a child who isn’t too heavy can ride with their adult. What we look at is the combined weight, because the route has climbs and there it shows.
Is there a minimum age?
We don’t set one, because what matters isn’t age but balance. In practice, a child who rides a bike well and can hold it upright is usually ready around ten or eleven. Younger than that, they ride with their adult.
How do I pay?
Whatever works for you: pesos, US dollars, credit card, PayPal or USDT. And you don’t pay when you book — you pay on the day of the tour.
Can I ask for a custom route?
Yes, and it’s the whole reason the tours are private. Tell us what interests you and what doesn’t, how many days you have in Medellín and what pace you like, and we’ll build the route. It can be adjusted on the day, as we go.
Do I need to speak Spanish?
No. Tours run in Spanish, English and French, depending on which guides are available that day. If you need a specific one, say so when you book.

On the day

What should I wear?
Comfortable clothes and, above all, sunscreen. You’ll be outdoors for hours and the sun here is strong even on cloudy days — we’re at 1,500 metres and very close to the equator, which catches a lot of people out.
What if I get tired halfway?
We adjust. The bike is electric so getting tired is hard, but since the tour is private there’s no group waiting on you: we stop, shorten it, or head back. Nobody will be watching the clock.
What if someone in my group doesn’t want to ride?
They stay with us. There’s a lounge at our shop where they can have a coffee while you ride, and they won’t be left alone: someone is always there with them, who can also give them information about the city, recommend where to eat, or explain how to get around. It’s one of those things that saves a trip: nobody has to be left out of the plan or stuck at the hotel because a bike isn’t their thing.

Night tours

Are night tours safe?
Yes. We run night tours every day and the routes go through safe parts of the city; we don’t improvise where we go. And because we’re part of the tourism the city is actively promoting, there’s often police presence in those areas — though it’s rarely needed.
What do you see at night that you don’t by day?
The city from above, lit up, which is a different thing altogether. And in December, the Christmas lights, which is when going out at night makes the most sense.

The shop and the coffee

What souvenirs do you sell?
Wayuu bags hand-woven in La Guajira, traditional hats — vueltiao, aguadeño, vallenato — Colombian leather goods, chivas and Botero figures, magnets and keyrings from Comuna 13 and Pueblito Paisa, illustrated mugs and prints. At fair prices, which is one of the things we’re proudest of.
Do you have a physical shop?
Yes, in the same place in Laureles. You can come in and look without buying anything.
Can I buy souvenirs without doing a tour?
Of course. Drop by the shop, or message us on WhatsApp and we’ll sort the order with you.
Is the coffee free?
If you do the tour, yes: it includes a cup of 100% Colombian coffee — roasted for us — or a granizado. If you’re just visiting or came for a souvenir, they’re sold at what a coffee normally costs in Colombia.

The experiences

Do you run the paragliding, Guatapé and the rest?
No. Those are run by partner companies, and we’d rather say so plainly. They’re on our site because we live here and we know which ones deliver. We’re close to several of those offices and we’ve watched how they work for years; we pick the ones that treat travellers the way we do. You shouldn’t have to work out from another country whether a company is any good — we already did, and we’ll handle the booking.
How long does it take to confirm an experience?
Around an hour, depending on what time you book.
Changes and cancellations
Can I change or cancel?
Rescheduling is free, always: message us on WhatsApp and we’ll find another date, subject to availability. If you didn’t pay up front, there’s nothing to sort out — just let us know. If you did pay and need to cancel, you get a 100% refund when cancelling more than 24 hours ahead. For last-minute cancellations, only the payment processor’s fee is deducted. The refund is processed immediately and arrives as fast as your bank moves.

Book your tour