+57 604 204 0308 +57 604 204 0308 | 🇺🇸 Español
Chat via whatsapp

Reservations, payments and cancellations

Booking policies

These policies apply to reservations and purchases managed through the website, payment links, WhatsApp and other official channels of Grupo 5 Elementos S.A.S.. By booking or paying, the customer accepts these conditions and authorizes their conservation as electronic evidence of the transaction.

1. Booking confirmation

Every reservation remains subject to real availability, validation of the advance payment, identity verification and final operational confirmation by the company.

The company may reject or leave without effect requests with incomplete information, unidentified payments, data inconsistencies, signs of fraud or impossibility of contacting the account holder.

  • Prices, times and availability may change until the payment is effectively validated.
  • The reservation is perfected with the electronic acceptance of these terms and the operational confirmation issued by the company.

2. Cancellations and rescheduling

Cancellation or rescheduling requests must be made with at least 24 hours of notice before the scheduled appointment time.

  • When notice is given within that minimum period, the company may allow a reschedule subject to availability.
  • Rescheduling does not freeze promotional prices and does not guarantee the same professional, cabin or time slot.
  • Requests sent outside business hours will be understood as received at the next official business time.

3. Late cancellation, no-show and late arrival

If the customer cancels with less than 24 hours of notice, does not attend, arrives so late that the service cannot be provided properly, or fails a reasonable identity or payment validation before the appointment, the advance payment or full payment already made will be lost.

  • The company is not required to extend the service beyond the originally assigned schedule.
  • Operationally, a late arrival may reduce the effective service time or make the service impossible.
Important This policy will not be used to deny the legal remedy that applies when the impossibility to provide the service is attributable to the company.

4. Additional commercial benefit and current value

Exceptionally, voluntarily and at the sole discretion of the company, a post no-show or post late-cancellation option may be offered using the current value $ $63.000.

That possibility is only an additional commercial benefit. It is not an acquired right of the customer, does not replace the loss of the original payment, is not transferable, is not cumulative, does not create a balance in favor and cannot be paid in cash.

  • Current informational value $ $63.000.
  • This value can change without prior notice. The amount in force at the time of the company decision will govern.
Clarification The original payment remains lost when the 24-hour notice rule is breached. Any later option is discretionary and additional.

5. Operational events and force majeure

For operational, safety, public order, biosecurity, force majeure or third-party reasons, the company may reschedule the appointment or adopt the legally applicable solution.

  • Availability of cabins, professionals or complementary areas may change for service quality or operational continuity reasons.
  • The company may request additional validations when there are chargeback, impersonation or suspicious transaction indicators.

6. Electronic contracting and legal limits

Acceptances, authorizations, data messages, invoices, payment confirmations, recordings and system logs may be preserved as evidence of the commercial relationship and of the acceptance of these terms.

For services with a specific date or time, or whose execution begins with customer authorization before the legal period expires, the withdrawal right may be limited or not applicable in the cases allowed by Colombian law.

7. Withdrawal right (right of withdrawal)

When the reservation or purchase of services is made through remote, telephone, electronic or similar channels, the customer may exercise the withdrawal right within five (5) business days from the execution of the contract, only in those cases in which such right is legally applicable.

Reservations with immediate execution or scheduled to be provided within the five (5) business days following their purchase shall be understood as accepted for early service performance, therefore the withdrawal right may be limited or not applicable in accordance with the law.

The withdrawal right may be limited or not applicable, among other cases allowed by law, when the service has a specific date or time, when its execution has already begun with customer authorization, or when the service must be provided before the legal term expires.

When the withdrawal right is not applicable, the cancellation, rescheduling, no-show and penalty rules established in this policy shall apply.

If the withdrawal right is legally applicable, the company will process the refund within the legal term and under the conditions required by applicable law.