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.

Part of Our Terms

This Code of Conduct forms part of our Terms of Service and applies to all interactions with OnCallColombia, our personnel, contractors, and providers. Where conduct falls short of these standards, the suspension and termination provisions of the Terms apply.

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? Talk to a coordinator on WhatsApp.