1. Introduction
At Hagale, we strive to ensure that every customer has a positive experience when ordering products or services through our Platform. However, we understand that there may be circumstances where you need to cancel an order or request a refund.
This Refund and Cancellation Policy ("Policy") explains your rights and the process for canceling orders and obtaining refunds when using the Hagale mobile application or website at https://hagale.com.co. This Policy forms an integral part of our Terms and Conditions and is governed by Colombian Law 1480 of 2011 (Consumer Statute) and other applicable regulations.
By using the Hagale Platform, you acknowledge that you have read, understood, and agree to be bound by this Policy.
2. Definitions
- "Customer" means the user who purchases goods or services through the Platform.
- "Vendor" means the seller or service provider listing items on the Platform.
- "Order" means a specific request for goods or services placed by a Customer through the Platform.
- "Platform" means the Hagale mobile application and website.
- "Processing" means the stage at which a Vendor has begun preparing the ordered items or services.
3. Order Cancellation Policy
3.1 Cancellation by Customer
3.1.1 Before Vendor Acceptance
You may cancel an order at no cost within a short window after placement (typically 2 minutes), provided the Vendor has not yet accepted or begun processing the order. During this period, a "Cancel" button will be visible in the app.
3.1.2 After Vendor Acceptance (Order Processing)
Once a Vendor has accepted your order and preparation has begun, cancellation may be restricted. If cancellation is permitted at this stage:
- A cancellation fee may apply, typically up to 100% of the order value depending on how much preparation the Vendor has completed.
- The exact cancellation fee, if any, will be clearly displayed on the screen before you confirm the cancellation.
3.1.3 After Order Dispatch
If the order has already been picked up by a Delivery Partner and is en route to you, cancellation is not possible. In such cases, you must wait to receive the order and then follow the Returns process in Section 4 if there is an issue.
3.2 Cancellation by Vendor or Hagale
We or the Vendor reserve the right to cancel an order under the following circumstances:
- The item(s) ordered is out of stock or unavailable.
- There is an error in the price or description of the item(s).
- There are suspected fraudulent or unauthorized transactions.
- There are logistical issues preventing delivery.
- The delivery address is inaccessible or incorrect.
If we or the Vendor cancel your order after payment has been processed, you will receive a full refund to your original payment method. We will notify you of the cancellation and the reason via app notification, SMS, or email.
4. Refund Policy for Products (Goods)
4.1 Eligibility for Refund (Products)
4.1.1 Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged during transit
- Defective or not functioning as intended
- Expired (for perishable goods)
- Incorrect (different from what you ordered)
- Missing items from your order
You must report the issue to our customer support team within 48 hours of delivery. Please provide:
- Your order number
- A clear description of the issue
- Photographic evidence showing the damaged, defective, or incorrect item(s)
4.1.2 Non-Delivery
If your order is marked as "delivered" but you did not receive it, you must report this within 24 hours of the delivery status update. We will investigate with the Delivery Partner and may require a signed declaration.
4.2 Non-Eligible for Refund (Products)
- Change of mind or personal preference (e.g., "I don't like the color").
- Items that have been used, installed, or altered after receipt.
- Items damaged due to improper handling or storage after delivery.
- Perishable goods that have expired after the delivery date (unless they were delivered expired).
- Loss or damage after delivery has been confirmed by the Customer.
4.3 Return Process for Products
- Our support team will review your request and may ask for additional information.
- If approved, we will provide instructions for returning the item(s) to the Vendor or a designated collection point.
- Items must be returned in their original packaging, with all accessories, tags, and documentation.
- Return shipping costs will be borne by Hagale/Vendor if the return is due to our error or a defective product.
- Once the returned item is received and inspected, we will process your refund.
5. Refund Policy for Services
5.1 Eligibility for Refund (Services)
5.1.1 Service Not Rendered
If you paid for a service that was not provided at the scheduled time due to the Vendor's failure to appear, you are eligible for a full refund.
5.1.2 Service Poorly Rendered
If the service was provided but was substantially poor in quality, incomplete, or not as described:
- You must report the issue within 24 hours of service completion.
- Provide photographic or video evidence where applicable.
- We may offer a partial refund or full refund depending on the severity of the issue, at our discretion after investigation.
5.2 Non-Eligible for Refund (Services)
- Services that have been fully completed as described and to a reasonable standard.
- Issues arising from subjective personal preference (e.g., "I didn't like the hairstyle").
- Failure to show up for a scheduled appointment without prior cancellation (see Section 3.1).
6. Refund Methods and Processing Time
6.1 Refund Methods
Refunds will be processed using the original payment method whenever possible:
| Original Payment Method |
Refund Method |
| Credit/Debit Card |
Credit to the same card |
| PSE (Bank Transfer) |
Bank transfer to the same account |
| Digital Wallet (Nequi, Daviplata, etc.) |
Credit to the same wallet account |
| Cash on Delivery |
Bank transfer (you will need to provide account details) |
6.2 Processing Time
- Once your refund is approved, we will initiate the process immediately.
- Credit/Debit Cards & Digital Wallets: Refunds typically reflect within 5-15 business days, depending on your bank or payment provider's processing times.
- Bank Transfers (PSE): May take 3-8 business days.
- Cash on Delivery Refunds: May take 5-10 business days after you provide valid bank account details.
You will receive a confirmation email once your refund has been processed.
7. Cancellation of Vendor or Delivery Partner Accounts
7.1 Cancellation by Vendor/Delivery Partner
You may cancel your account at any time by contacting support through hagaleapp@gmail.com. Upon account cancellation:
- Any pending orders must be fulfilled or properly handed over.
- Any outstanding balances due to you will be settled according to our standard payment cycles.
- Any fees or charges owed to Hagale will be deducted from your final payout.
7.2 Cancellation by Hagale
We reserve the right to suspend or terminate a Vendor or Delivery Partner account for violations of our Terms and Conditions, including but not limited to:
- Fraudulent activities
- Consistent poor service or low ratings
- Violation of applicable laws
- Providing false information
Upon termination for cause, any pending payments may be held or forfeited as provided in the Terms and Conditions.
8. Right of Withdrawal (For Certain Products)
Under Colombian Law 1480 of 2011, consumers have the right to withdraw from a purchase within 5 business days of receiving the product (derecho de retracto) for certain types of transactions, typically those made through non-traditional means (e.g., online).
8.1 Conditions for Withdrawal
- The right of withdrawal applies only to products that are not exempt under the law.
- Products must be returned in the same condition as received, with original packaging and all accessories.
- The Customer bears the direct cost of returning the products.
8.2 Exemptions (Products Not Eligible for Withdrawal)
- Perishable goods (food, flowers, etc.)
- Personalized or custom-made items
- Sealed goods that are unsealed after delivery (hygiene products, underwear, etc.) for health or hygiene reasons
- Services that have been fully performed
- Digital content supplied electronically (if the download/streaming has begun)
- Newspapers, magazines, or journals
8.3 Restocking Fee
For valid withdrawals under this right, we may charge a restocking fee of up to 20% of the purchase price, as permitted by law, to cover handling and processing costs.
10. Fraud Prevention
We take fraud seriously. If we suspect fraudulent activity in relation to a refund request (e.g., false claims of non-receipt, returning different items), we reserve the right to:
- Reject the refund request.
- Suspend or permanently ban the user's account.
- Report the incident to the relevant authorities in Colombia.
12. Changes to This Policy
Hagale reserves the right to modify or update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on the Platform, with an updated "Last Updated" date. Your continued use of the Platform after any changes constitutes your acceptance of the revised Policy.
