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Terms And Conditions

Hagale · términos y condiciones

Hagale terms & conditions

Last Updated: March 7, 2026

1. Introduction

Welcome to Hagale. These Terms and Conditions ("Terms") govern your use of the Hagale mobile application, our website at https://hagale.com.co, and any related services offered by Hagale (collectively, the "Platform"). The Platform is operated by Maico Colombia, located in Cota, Cundinamarca, Colombia ("Hagale", "we", "us", or "our").

Throughout these Terms, "you" or "User" refers to any individual or entity that accesses or uses our Platform. This includes:

Customers Vendors/Sellers Delivery Partners

By accessing, browsing, creating an account, or using the Hagale Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Platform.

2. Eligibility and Account Registration

2.1 Eligibility

  • You are at least 18 years of age or the age of legal majority in your jurisdiction (Colombia).
  • You have the full power and authority to enter into these Terms.
  • You are not located in a country that is subject to a Colombian government embargo, or that has been designated by the government as a "terrorist-supporting" country.
  • You are not on any list of individuals prohibited from conducting business.

2.2 Account Registration

  • Provide accurate, current, and complete information as prompted by the registration form.
  • Maintain and promptly update your account information to keep it accurate, current, and complete.
  • Maintain the security of your account credentials and password.
  • Accept all risks of unauthorized access to your account if you fail to secure your credentials.
  • Notify us immediately of any unauthorized use of your account or any other breach of security.

2.3 Account Types

Depending on your role, you may register as a Customer, Vendor, or Delivery Partner. Each account type has specific features and obligations which are detailed throughout these Terms.

3. Platform Services

Hagale operates as a technology platform that connects:

  • Customers with Vendors for the purchase of goods and services.
  • Customers/Vendors with Delivery Partners for the transportation of goods.

We facilitate transactions but are not directly a party to the sale or delivery agreement between Customers and Vendors, except as otherwise stated.

4. Orders and Payments

4.1 Placing Orders (For Customers)

  • By placing an order through the Platform, you are making an offer to purchase the selected goods or services from the Vendor at the prices indicated, including any applicable taxes and delivery fees.
  • All orders are subject to acceptance by the Vendor. A confirmation message (via app notification, SMS, or email) acknowledging your order does not constitute acceptance; it merely confirms that your offer has been received.
  • We reserve the right to refuse or cancel any order for any reason, including limitations on quantity, inaccuracies in product information, or issues identified by our fraud prevention protocols.

4.2 Pricing and Availability

  • All prices are listed in Colombian Pesos (COP) and include VAT (IVA) where applicable, unless stated otherwise.
  • Prices and availability of items are determined by the Vendors and are subject to change at any time without prior notice.
  • We strive to ensure accuracy, but errors may occur. If we discover an error in the price of an item you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or canceling it.

4.3 Payment Methods

We accept various payment methods as displayed on the Platform, which may include:

  • Credit/Debit cards (Visa, Mastercard, American Express, etc.)
  • PSE (Pagos Seguros en Línea) - Colombian online bank transfers
  • Cash on delivery (where available)
  • Digital wallets (such as Nequi, Daviplata, etc., where integrated)

By providing payment information, you represent and warrant that you are authorized to use the designated payment method and authorize us (or our payment processor) to charge the full amount of your order.

4.4 Invoices

Upon successful completion of an order, an electronic invoice will be generated in compliance with Colombian tax regulations (factura electrónica) and sent to the email address associated with your account.

5. Delivery and Fulfillment

5.1 Delivery Service

When you opt for delivery, Hagale facilitates the connection between you (Customer/Vendor) and independent Delivery Partners. Delivery Partners are independent contractors, not employees of Hagale.

5.2 Delivery Estimates

Any delivery time estimates provided (e.g., "1-2 days") are estimates only and are not guaranteed. Factors such as weather, traffic, and order preparation time may affect actual delivery times.

5.3 Delivery Fees

Delivery fees are calculated based on distance, time, demand, and other factors. The applicable delivery fee will be clearly displayed before you confirm your order.

5.4 Receiving Delivery (For Customers)

  • You are responsible for providing an accurate and accessible delivery address.
  • You must be present at the delivery address to receive the order. If you are unavailable, the Delivery Partner may attempt to contact you. Failed deliveries may result in additional charges or forfeiture of the order value.

6. Vendor and Delivery Partner Obligations

6.1 Vendor Obligations

  • Provide accurate information about your business, products, and services.
  • Maintain high standards of quality and safety for all products and services offered.
  • Fulfill all accepted orders promptly and accurately.
  • Comply with all applicable Colombian laws and regulations, including commercial, tax (DIAN), and consumer protection laws.
  • Honor the prices and descriptions displayed on the Platform.
  • Respond to customer inquiries and issues in a timely and professional manner.

6.2 Delivery Partner Obligations

  • Possess and maintain a valid driver's license, vehicle registration, insurance, and any required operating permits.
  • Provide accurate personal information and consent to background checks as required by law and Hagale policy.
  • Perform delivery services safely, professionally, and in compliance with all traffic and transportation laws.
  • Treat customers and vendor staff with respect and professionalism.
  • Ensure that orders are handled properly and delivered in good condition.

7. Cancellations, Returns, and Refunds

  • Order Cancellation (By Customer): You may cancel an order within a short window after placement (typically 1-2 minutes) without charge, provided the Vendor has not yet begun preparation. Once an order is accepted and preparation has begun, cancellation may incur a fee.
  • Order Cancellation (By Hagale or Vendor): We or the Vendor reserve the right to cancel an order due to unavailability, inaccuracies, suspected fraud, or other circumstances. If we cancel after payment, we will issue a full refund.
  • Returns and Refunds: If you receive a damaged, defective, or incorrect item, please contact support within 48 hours with photographic evidence. Approved refunds are processed to the original payment method within 5-15 business days. Certain items (perishable, personalized) may not be returnable unless defective.

8. User Conduct and Prohibited Activities

  • Using the Platform for any illegal purpose or violating any law.
  • Impersonating any person or entity.
  • Interfering with or disrupting the Platform or servers.
  • Attempting to gain unauthorized access.
  • Uploading viruses or any malicious code.
  • Harassing, abusing, or harming another person (including Delivery Partners or Vendors).
  • Submitting false or misleading information, including fake reviews.
  • Manipulating the price of any item or interfering with other users' transactions.

9. Intellectual Property Rights

Hagale's IP: The Hagale Platform, including its design, logo, graphics, text, software, and all content not provided by users, is the exclusive property of Maico Colombia or its licensors and is protected by copyright, trademark, and other intellectual property laws. You may not use, reproduce, distribute, or create derivative works without our express written consent.

User Content: By submitting reviews, photos, or other content, you grant Hagale a non-exclusive, worldwide, royalty-free, perpetual, and irrevocable license to use, reproduce, modify, adapt, publish, and display such content for operating and promoting the Platform.

10. Disclaimers and Limitation of Liability

Disclaimer of Warranties: THE PLATFORM AND ALL SERVICES AND PRODUCTS OFFERED THROUGH THE PLATFORM ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. HAGALE DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.

Limitation of Liability: TO THE FULLEST EXTENT PERMITTED BY COLOMBIAN LAW, IN NO EVENT SHALL HAGALE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM YOUR USE OR INABILITY TO USE THE PLATFORM, CONDUCT OF THIRD PARTIES, OR ANY GOODS OR DELIVERIES OBTAINED THROUGH THE PLATFORM.

Cap on Liability: HAGALE'S TOTAL LIABILITY TO YOU FOR ANY CLAIMS ARISING FROM OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM SHALL NOT EXCEED THE AMOUNT YOU PAID TO HAGALE (IF ANY) DURING THE SIX (6) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE LIABILITY.

11. Indemnification

You agree to indemnify, defend, and hold harmless Hagale, its affiliates, officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from your use of the Platform, your violation of these Terms, your violation of any rights of a third party, or any content you submit to the Platform.

12. Dispute Resolution and Governing Law

Governing Law: These Terms and any dispute arising out of or related to them shall be governed by the laws of the Republic of Colombia.

Informal Resolution: Before filing any legal claim, you agree to attempt to resolve any dispute informally by contacting us at hagaleapp@gmail.com. If we cannot resolve the dispute within sixty (60) days, either party may proceed as set forth below.

Arbitration: Any dispute arising out of or relating to these Terms shall be finally settled by arbitration in Bogotá, Colombia, administered by the Centro de Arbitraje y Conciliación de la Cámara de Comercio de Bogotá (CCB) in accordance with its rules. The arbitration shall be conducted in Spanish. The arbitration award shall be final and binding.

Consumer Protection: Nothing in this dispute resolution section shall affect your statutory rights as a consumer under Colombian Law 1480 of 2011 (Consumer Statute) to bring claims in court.

13. Termination

By You: You may terminate your account at any time by contacting customer support or through account settings (if available).

By Hagale: We may suspend or terminate your access to the Platform, or delete your account, at our sole discretion, without prior notice, for any reason, including breach of these Terms.

Effect of Termination: Upon termination, your right to access the Platform will immediately cease. Provisions that by their nature should survive termination shall survive, including Sections 9, 10, 11, and 12.

14. Modifications to Terms

Hagale reserves the right to modify or update these Terms at any time. When we make changes, we will update the "Last Updated" date at the top and may notify you through the Platform or via email. Your continued use of the Platform after any changes constitutes your acceptance of the revised Terms.

15. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy and any other legal notices published on the Platform, constitute the entire agreement between you and Hagale.

Severability: If any provision is held invalid or unenforceable, the remaining provisions shall be enforced.

Waiver: Our failure to enforce any right or provision will not be deemed a waiver.

Assignment: You may not assign these Terms without Hagale's prior written consent. We may assign these Terms without restriction.

16. Contact Information

If you have any questions about these Terms, please contact us at:

Address: Maico Colombia, Cota, Cundinamarca, Colombia
Phone: +57-302-3999-060
Hagale · operated by Maico Colombia · all rights reserved.