Service Execution Playbook

The operational backbone behind the ten services on your site. Tick each step as you run it — progress saves automatically in your browser. For every service: what you deliver, how to execute, who to partner with, the contract you need, and what changes by client origin.

Internal operating manual · Prepared June 2026 · Primary market: Medellín · Costs are 2026 reference points

Foundations · read first

The Money Model

Get this wrong and one bad month wipes out a year of margin. The rules below govern every service.

The golden rule

Collect before you disburse — always. A relocation agency is not a bank. Large third-party costs (rent deposits, school fees, government fees, premiums, freight) are collected from the client first, held briefly, then paid to the provider on their behalf. You front only small operating costs you could absorb if a client vanishes.

Two kinds of money — never mix them

Bucket	What it is	Markup?
Service revenue	Your work: coordination, search, accompaniment, advisory, processing	Yes — your 30% lives here
Pass-through	Govt fees, deposits, premiums, tuition, freight paid to a third party for the client	No — pass at cost, transparently

Show clients both lines on every quote: "Our fee" vs "Paid on your behalf." That transparency beats the gringo-price operators they've been warned about.

Your default payment schedule — work it in order

Booking retainer 30–50% of the service fee, upfront, non-refundable once work starts (lean 50% on Starter, 30% on Elite where milestones follow). Pass-through escrow: collect 100% of third-party costs before each disbursement. Never pay a landlord, school or Migración from your own funds. Milestone payments: release the service-fee balance as deliverables complete (visa filed, lease signed, school place confirmed). Final 10–20% on handover (welcome day done, portal handed over). Elite adds a monthly retainer. Register your SAS + RUT so you can issue factura electrónica (mandatory) — eat your own cooking. Decide whether prices are IVA-included or IVA-added (19%) and state it on every quote. Set up rails: international wire / Wise inbound, PSE / Bancolombia for landlords & schools, Nequi/Daviplata for small payments. Minimize cash. Hold pass-through funds in a separate tagged ledger so you can produce any client's receipt in 30 seconds.

Tax reality check: 19% IVA applies to your services, withholding tax (retención en la fuente) hits payments to Colombian contractors, and foreign client capital must be registered with Banco de la República. Confirm rates with a contador — don't improvise.

Service 01

Visa & Immigration

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Visa & Immigration

Applications · Residency Permits · Citizenship Guidance

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What we deliver: End-to-end management of the right visa — checklist, apostille/translation coordination, filing through Migración / Cancillería, cédula registration, and a residency roadmap.

How to execute

Visa-fit consultation → pick the category (V Digital Nomad, M, R, Investor). Issue a personalized document checklist; coordinate apostilles + sworn translations. Verify thresholds — DNV income ≥ 3× min wage (≈ COP 5,252,715/mo ≈ USD 1,375) and repatriation-inclusive insurance (now mandatory). File online; track the 5–30 business-day decision; pay the issuance fee on approval. Within 15 days of arrival (visas >3 months), register and obtain the cédula de extranjería.

Partners: Licensed immigration attorney (contractor, agency rate) · sworn translators · apostille runner.
Contract: Yes. Per-case wholesale fee · re-file free if denied · SLA on turnaround · confidentiality over passport/financials · non-circumvention.
Costs: Attorney wholesale COP 1.8–2.8M MARGIN · Apostille+translation ≈ 560k/doc MARGIN · Govt V/DNV ≈ 1.03M · M ≈ 1.18M · R ≈ 2.15M · Cédula ≈ 250k PASS-THRU

USAState apostille + FBI check via US Dept. of State (slow). ~4 docs.

EuropeApostille per member state; still needs Spanish translation. ~4 docs.

S. AmericaSpanish-native docs → fewer translations (~2–3). Some nationalities have exemptions that change the route.

Service 02

Housing & Real Estate

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Housing & Real Estate

Rental Search · Property Purchase · Neighborhood Tours

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What we deliver: Curated rental shortlist (or purchase brokerage), neighborhood tours, lease negotiation & review, guarantor solution, move-in coordination.

How to execute

Brief: budget, neighborhood (El Poblado, Laureles, Envigado…), furnished/unfurnished, pets, term. Source from multiple agents/portals — cross-check against local sites (Espacio Urbano, Fincaraíz) to defeat gringo pricing. Run neighborhood tours; shortlist 3–5. Negotiate lease; review for hidden costs — cuota de administración (HOA 150k–800k), utilities, furnished premium (+30–50%). Solve the guarantor problem — codeudor/fiador or a rental-guarantee insurance product for foreigners. Coordinate deposit + first month (collected from client, paid on their behalf), inventory, handover.

Partners: 2–3 vetted bilingual realtors · rental-guarantee insurer · lease lawyer.
Contract: Yes for co-sell realtors. Non-circumvention is critical — agents pocket spreads and will bill your client directly. Purchase commission 3–5%, customarily seller-paid — confirm in writing.
Costs: Search & placement ≈ 2.5M · Guarantor solution ≈ 600k MARGIN · Deposit & rent (furnished 1BR Poblado ≈ 4.5M/mo) PASS-THRU

USA / EuropePay the gringo premium, expect English paperwork & hand-holding. Your value: shielding from overpricing.

S. AmericaSharper on price; may prefer unfurnished + furniture sourcing.

Service 03

Schools & Education

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Schools & Education

School Search · Enrollment Support · Tutoring Network

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What we deliver: School matching, admissions coordination, record apostille/translation, enrollment support, tutoring referrals.

How to execute

Profile children: ages, curriculum continuity (IB / American / British / German), language level, budget. Match schools (Columbus, Deutsche Schule, Marymount, Montessori, KSI). Coordinate apostilled + translated transcripts; book Casa Abierta visits (fastest path to acceptance). Manage timeline (apply Sept–Nov), interviews, matrícula + pensión schedule. Arrange bridge-Spanish / tutoring for non-Spanish-speaking kids.

Partners: Admissions offices at 4–6 schools (relationships) · independent tutors (contractors — background-check, they work with minors).
Contract: Light referral arrangement with schools · contractor agreement with tutors (rate, conduct, confidentiality).
Costs: Placement & enrollment ≈ 3.2M · Tutoring ≈ 1.2M/child MARGIN · Matrícula 3–8M/child · tuition 25–72M/yr · uniforms 800k–1.5M · bus 3–6M/yr PASS-THRU

USAAmerican-curriculum continuity (Columbus).

EuropeDeutsche Schule / European curricula.

S. AmericaSpanish-native kids integrate into local-bilingual schools easily → cheaper, wider options.

Service 04

Healthcare Setup

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Healthcare Setup

Insurance Setup · Doctor Network · Emergency Contacts

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What we deliver: Guidance through Colombia's three layers (EPS → prepagada → international), enrollment, doctor/clinic intros, emergency pack.

How to execute

Explain layers: EPS (mandatory, ~12.5% of income) → prepagada (private, on top) → international (arrival/tourist stage). Flag the 2026 rule: visa applicants need repatriation-inclusive insurance — sort before the visa file. Enroll EPS first, then prepagada (Sura / Colsanitas / Colmédica). Watch age cutoffs (~62–65) and pre-existing waiting periods — apply early. Hand over doctor/clinic list + emergency sheet (line 123, nearest urgencias, insurer contacts).

Partners: Health-insurance broker (insurer pays commission → revenue to you) + direct Sura/Colsanitas contacts.
Contract: Referral/agency agreement with broker (commission, data protection).
Costs: Setup & enrollment ≈ 900k MARGIN · Prepagada 290k–650k/mo/person · intl ≈ USD 56/4wks PASS-THRU

Retirement-visa (M-Pensionado) holders excluded from EPS since Oct 2022 — route older retirees to prepagada/international, not EPS.

Service 05

Banking & Finance

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Banking & Finance

Account Opening · Tax Advice · Currency Exchange

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What we deliver: Accompanied account opening, FX/remittance intro, and tax orientation (with a contador referral for anything real).

How to execute

Match client to a bank that opens foreigner accounts (Bancolombia, Davivienda, BBVA) — usually needs cédula, so it follows the visa. Accompany to branch with the document pack; translate/interpret. Set up digital banking, PSE, and a low-cost FX channel (Wise) for moving money in. Tax orientation: 183-day residency rule; foreign capital must register with Banco de la República. Hand off to a contador to file.

Partners: Bilingual contador · a named banker who expedites foreigner onboarding · FX/remittance partner.
Contract: Referral agreement with contador. Never give tax advice yourself — you orient, they advise.
Costs: Account-opening + tax orientation ≈ 1.2M MARGIN · Contador's fee PASS-THRU

USAFATCA reporting; warn them US banks may flag foreign accounts.

EuropeCRS reporting.

S. AmericaSimpler familiarity but still cédula-first.

Service 06

Transport & Logistics

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Transport & Logistics

Household Shipping · Vehicle Import · Driver's License

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What we deliver: Household-goods shipping coordination, optional vehicle import (heavy — warn), and driver's-license conversion.

How to execute

Shipping: scope volume; quote movers + a licensed customs broker (agente de aduanas); manage clearance. Used household goods (menaje) can enter with relief if rules are met. Vehicle import: flag upfront it's expensive/slow and often not worth it vs buying locally; if proceeding, broker-led with duties — coordinate, don't improvise. License: assist conversion once they have a cédula (medical exam, examen teórico, paperwork).

Partners: Freight forwarder + licensed customs broker (non-negotiable) · trámites runner for the license.
Contract: Yes — movers/broker. Require their insurance & liability terms for lost/damaged goods.
Costs: Shipping coordination ≈ 2M · Vehicle import coord ≈ 3.5M · License assist ≈ 700k MARGIN · freight & duties PASS-THRU

USA / EuropeLong-haul ocean freight, higher cost, more vehicle-import interest. EU licenses may convert via reciprocity.

S. AmericaShorter/overland options; lighter shipments.

Service 07

Business Setup

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Business Setup

Company Registration · Legal Compliance · Network

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What we deliver: SAS incorporation, NIT/RUT, Chamber of Commerce + foreign-investment registration, and warm network intros.

How to execute

Entity choice — SAS for ~90% (single shareholder OK, 100% foreign ownership, capital over 2 years). Draft bylaws → register with Cámara de Comercio → obtain NIT/RUT from DIAN → set up e-invoicing. Register foreign investment with Banco de la República (Decreto 119/2017) — skipping causes FX-penalty & repatriation problems. Appoint a local legal representative if owner is abroad (must be Colombian resident) — you can broker this. Hand to a contador for ongoing DIAN compliance; align the M – Socio/Propietario visa with the activity.

Partners: Corporate lawyer + contador (contractors). Network = curated intros (Elite perk).
Contract: Yes — clear split of incorporation fee vs ongoing compliance retainer.
Costs: SAS incorporation ≈ 3.8M MARGIN · Chamber/notary ≈ 0.7–1% of capital + fixed (≈ 900k) PASS-THRU

Service 08

Cultural Integration

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Cultural Integration

Spanish Classes · Expat Community · Cultural Events

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What we deliver: Spanish packages, cultural orientation, and plug-in to the alumni community & events — your retention + referral engine.

How to execute

Assess Spanish level; place with a vetted teacher/academy (private or small-group). Run a cultural orientation session: norms, safety, transport, neighborhoods, do's/don'ts. Onboard into the alumni community (WhatsApp/Discord + events) — your cheapest referral source.

Partners: Spanish teachers/academies (contractors) · event hosts · community manager.
Contract: Contractor agreements with teachers (rate, SLA, conduct, confidentiality).
Costs: Spanish package (~20 hrs) ≈ 1.6M · Orientation + onboarding ≈ 800k MARGIN

USA / EuropeBeginner immersion is high-value — bundle into Starter.

S. AmericaOften need little Spanish → upsell business Spanish or lean into networking.

Service 09

Legal Protection

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Legal Protection

Contract Review · Legal Advice · Rights Protection

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What we deliver: Contract review, ongoing legal advisory (retainer), and tenant/consumer-rights protection.

How to execute

Review leases/contracts before the client signs (catches the housing landmines). Provide a legal point-of-contact for issues (tenant disputes, employment, consumer). Elite tier: monthly legal retainer with a partner firm.

Partners: A general-practice Colombian firm (overlaps immigration/corporate).
Contract: Yes — retainer agreement. You don't give legal advice — the licensed abogado does. Confidentiality + Habeas Data.
Costs: Contract review ≈ 900k · Advisory retainer ≈ 1.5M/mo MARGIN

Service 10

Airport Pickup & Welcome

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Airport Pickup & Welcome

Airport Transfer · Welcome Kit · City Orientation

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What we deliver: The first-impression service — private meet-and-greet, welcome kit, SIM + cash setup, and a first-day orientation. Over-deliver here; it drives every review.

How to execute

Confirm flight; private driver meets at JMC (Rionegro) with a Move Colombia sign. Transfer to accommodation; hand over the welcome kit (SIM/eSIM, transport card, cash, neighborhood guide, emergency sheet, branded gift). Half-day city orientation (key spots, supermarket, pharmacy, clinic, transport).

Partners: Vetted private drivers (insured, background-checked, branded) · SIM provider · gift/kit supplier.
Contract: Yes — driver agreement: insurance, conduct, punctuality SLA, confidentiality, non-solicitation.
Costs: Transfer + kit + orientation ≈ 850k MARGIN (kit contents pass-through within it)

Reference

Before any quote goes out

Re-base supplier costs to today with the inflation field (~5.5%; bump healthcare/education to ~7.5–8%). Apply 30% margin to service revenue only. Add 19% IVA if prices are IVA-added — and say so. Lock the FX rate you actually got, not yesterday's. Split the quote into "Our fee" vs "Paid on your behalf". Collect deposit + pass-through escrow before disbursing anything.

All figures are 2026 reference points for internal estimation, anchored to current Medellín market data. Verify government fees, premiums, tuition and freight with each provider before contracting. This document is operational guidance, not legal or tax advice — confirm IVA, withholding, and foreign-investment specifics with your Colombian contador and abogado. Your checkmarks are saved in this browser only.

Service Execution Playbook

The Money Model

The golden rule

Two kinds of money — never mix them

Your default payment schedule — work it in order

Visa & Immigration

How to execute

Housing & Real Estate

How to execute

Schools & Education

How to execute

Healthcare Setup

How to execute

Banking & Finance

How to execute

Transport & Logistics

How to execute

Business Setup

How to execute

Cultural Integration

How to execute

Legal Protection

How to execute

Airport Pickup & Welcome

How to execute

Contractor Contract — 10-point checklist

Before any quote goes out