Refund and withdrawal policy

Version 1.0 · in force since November 5, 2026

This is a translation for reference. In case of any discrepancy, the Spanish version prevails.

1. Who this applies to

This policy applies to anyone who buys from SEITON VP S.A.S. (en constitución) through distance means: the internet, email, phone or any other non-face-to-face means. SEITON treats every buyer as a consumer, including businesses, and grants them the rights in articles 47 and 51 of Colombian Law 1480 of 2011. Until the company is registered, its founding partners, identified in the Terms and conditions, sell and are responsible for these rights.

This site does not currently sell online or receive payments. Góndola Inteligente is contracted through a commercial proposal and a contract, and this policy forms part of that contract when it is concluded at a distance. We keep proof of your acceptance of the contract concluded at a distance (article 48 of Law 1480 of 2011).

2. Right of withdrawal

You may withdraw from the purchase within five (5) business days after the contract is concluded (services) or after delivery (goods), without giving reasons and without penalty (article 47 of Law 1480 of 2011).

• How to exercise it: write to contacto@seitonvp.com stating your name, your company, the contract or purchase and that you are withdrawing. We will confirm receipt by the same means and inform you in writing of the available return options.
• Refund: we will return everything you paid within a maximum of fifteen (15) calendar days from when you exercised the right, to the same means of payment or to the one we agree with you (article 47 of Law 1480 of 2011, as amended by article 3 of Law 2439 of 2024).
• Goods: if goods were delivered to you, you must return them by the same means and in the same condition in which you received them. The return costs are borne by you, as the law provides.

Start of the service. So that you keep your right of withdrawal, we do not start providing the service before the five (5) business days have passed. We only start earlier if you ask us to in writing. In that case we will inform you, before starting, that the law excludes from withdrawal services whose provision has already begun with your agreement (article 47, item 1, of Law 1480 of 2011), and you will confirm to us in writing that you know you thereby lose the right of withdrawal.

3. Payment reversal

If you paid by electronic means (credit or debit card, PSE or another electronic payment instrument), you may ask for the payment to be reversed when the transaction is fraudulent or unrequested, when you do not receive what you bought, or when what was delivered does not match what you ordered or is defective (article 51 of Law 1480 of 2011).

To request it, within five (5) business days after you learned of the transaction or after the date on which you should have received your purchase:

1. file your complaint with SEITON at contacto@seitonvp.com;
2. return what you received, where applicable;
3. notify the issuer of the payment instrument you used of the claim.

The issuer and the other participants in the payment process will reverse the transaction. If, because of the type of purchase or payment method, the issuer is not required to reverse it, SEITON will refund what you paid directly within fifteen (15) calendar days after your complaint, when any of the grounds above applies.

4. Other refunds

The cancellation and refund conditions agreed in the contract are added to these rights and never reduce them.

5. Changes

Each version of this policy is published with its number and date, and is kept. The version that governs a purchase is the one in force on the date of the contract.