Terms and Conditions for the HOLACOL Campaign

This campaign is organized by Retorna Holding SpA ("Retorna"), tax ID 76.901.962-6, with its registered office at Avenida Andrés Bello 2233, Office 501, Providencia, Santiago, Chile. Any questions or complaints regarding this campaign should be directed to the official channels specified in section 12 of these Terms and Conditions.

For the purposes of these Terms and Conditions, the following definitions apply:

(a) "Official Time": Continental Chile time, UTC-3;

(b) "Successful Transfer": A transaction that has been effectively credited to the beneficiary in Colombia and which, at the time of eligibility assessment or coupon application, has not been subject to a reversal, refund, cancellation, or pending dispute;

(c) "New User": A user who is registered on the Retorna app, has successfully completed the required identity verification (KYC) process, and has not previously sent money through Retorna.

1. Acknowledgment and Acceptance of Specific Terms and Conditions

Users must read, understand, and fully accept these Specific Terms and Conditions. Any matters not expressly regulated in this document shall be governed by Retorna's General Terms and Conditions, including the liability regime, indemnity obligations, and applicable definitions.

The "HOLACOL" campaign is organized by Retorna Holding SpA. In the event of any conflict between these Specific Terms and Conditions and the General Terms and Conditions, these Specific Terms shall prevail, unless otherwise expressly provided.

The foregoing is without prejudice to any mandatory regulations applicable in the jurisdiction from which the remittance originates.

Individuals who do not accept the General and Specific Terms and Conditions may not use the Retorna app, participate in this campaign, or access its benefits.

Retorna reserves the right to interpret these Terms and Conditions in accordance with applicable law and its internal compliance policies.

2. Purpose of the Campaign

The "HOLACOL" campaign is a promotion running from the date of activation until September 30, 2026, at 11:59 PM. It is exclusively for new Retorna users, defined as individuals who have not previously sent money through the platform.

The promotion applies to the first money transfer made from Chile, Peru, Brazil, or countries in the European Union where Retorna operates, with a destination of Colombia, during the specified period.

Participation in the campaign is subject to compliance with the operational, regulatory, and identity verification requirements applicable in each jurisdiction.

3. Campaign Benefit

Each user who meets the conditions set forth in these Terms and Conditions will receive a promotional coupon equivalent to:

  • $5,000 CLP (five thousand Chilean pesos) for transfers of $20,000 CLP or more from Chile to Colombia.

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  • S/15 PEN (fifteen soles) for transfers of S/50 PEN or more from Peru to Colombia.
  • R$25.00 (twenty-five reais) for transfers of R$75.00 or more from Brazil to Colombia.
  • 5 EUR (five euros) for transfers of 20 EUR or more from the European Union to Colombia.

The required minimum amount refers to the transfer value before the application of commissions, operational fees, or taxes, where applicable.

The coupon may be applied only once during the campaign period and exclusively on a transaction that meets the minimum amount established in the currency of the country of origin.

The coupon is for single use, personal, and non-transferable; it cannot be combined with other promotions, is non-refundable, and cannot be exchanged for cash. Its application is subject to Retorna's General Terms and Conditions for the use of promotional coupons.

4. Conditions to access the benefit

To participate in the "HOLACOL" campaign and access the promotional coupon, the user must meet the following conditions:

  1. Registration: Register as a user on the Retorna platform. An eligible user is defined as a person who has not previously sent money through the application, regardless of whether they registered during the campaign. The promotion does not apply to individuals who have previously deleted their account, nor to blocked or suspended users.
  2. App download: Download the Retorna application, which is an essential requirement for using the coupon.
  3. Access credentials: Upon registration, the user will receive personal access credentials for their exclusive and non-transferable use. The user is responsible for their confidentiality and safekeeping. Any transaction performed using these credentials will be considered valid. Any unauthorized use must be reported to Retorna immediately.
  4. First money transfer: Make your first money transfer from Chile, Peru, Brazil, or any European Union country where Retorna operates, to Colombia, for a minimum amount equivalent to:
    • CLP 20,000

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  • S/50 PEN
  • R$75.00
  • EUR 20
  1. Deadline: The transfer must be made between the campaign activation date and September 30, 2026, at 11:59 PM.
  2. Limited quantity: The campaign is limited to a total of 785 coupons, distributed as follows:
    • 190 coupons for transfers from Chile

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  • 95 coupons for transfers from Peru
  • 100 coupons for transfers from Brazil
  • 400 coupons for transfers from the European Union

The benefit will be granted until the number of available coupons per country is exhausted, based on the chronological order of validly completed transfers.

Retorna reserves the right to reject participation or revoke the benefit if it detects the creation of multiple accounts, the use of third-party data, the splitting of transactions, inconsistencies in identity verification, or any indication of misuse, in accordance with its internal compliance and anti-money laundering policies.

5. Coupon Usage

  1. Coupons must be used in a single transaction. They are non-cumulative, non-transferable, and cannot be exchanged for cash.
  2. To use the coupon, the user must follow the instructions provided on the Retorna platform when making the transfer.
  3. Once the registration process is complete, the user must use the coupon within the campaign period. The coupon is valid until September 30, 2026, at 11:59 PM.
  4. Failure to use the coupon within the stipulated period will result in its automatic expiration, with no right to a refund, extension, or compensation of any kind.

6. Additional Terms

  1. Coupons must be used in a single transaction. They are personal and non-transferable, cannot be combined with other promotions, and cannot be exchanged for cash.
  2. The coupon will apply exclusively to the first money transfer that meets the conditions established in these Terms and Conditions and is made within the campaign period.
  3. If the user does not apply the coupon to said first eligible transfer, they will automatically lose the right to the benefit, with no possibility of using it in future transactions or any right to a refund, compensation, or extension.
  4. In any case, the campaign will be valid until September 30, 2026, at 11:59 PM. After this date, any unused benefit will automatically expire.

7. Limitation of Liability

The User expressly agrees to hold Retorna Holding SpA, its affiliates, directors, and employees harmless against any judicial, extrajudicial, or administrative claim arising from the misuse of the platform, breach of these Terms and Conditions, or fraudulent use of their access credentials.

Retorna shall not be liable for:

  • Technical failures, delays, interruptions, or service unavailability not attributable to willful misconduct or gross negligence on the part of Retorna.
  • Issues, rejections, blocks, or delays resulting from services provided by third parties, including financial institutions, banking networks, payment gateways, technology providers, or regulatory authorities.
  • Errors in data entry by the user, including incorrect recipient information.
  • Suspensions, blocks, or additional verifications performed in compliance with legal, regulatory, or anti-money laundering obligations.
  • Fluctuations in the exchange rate between the time of the quote and the final confirmation of the transaction.
  • Force majeure, unforeseen events, or circumstances beyond Retorna's reasonable control.

In no event shall Retorna's liability exceed the amount actually paid by the user for the specific transaction giving rise to the claim, unless otherwise required by mandatory law.

8. Regulatory Compliance and Anti-Money Laundering

Retorna operates under strict standards for regulatory compliance and the prevention of money laundering, terrorist financing, and other financial crimes, in accordance with the applicable legislation in each jurisdiction where it provides services.

By virtue of the above, Retorna may:

  • Request additional information or documentation to verify the user's identity or the legitimacy of the transaction.
  • Suspend, reject, block, or cancel transactions when inconsistencies, unusual patterns, structuring of amounts, use of third-party data, or any indication of irregular activity are detected.
  • Revoke campaign benefits if a breach of internal compliance policies or these Terms and Conditions is verified.

Measures taken in compliance with legal or regulatory obligations shall not entitle the user to any indemnity or compensation.

9. Privacy and Data Protection

Retorna will process users' personal data in accordance with the data protection regulations applicable in each jurisdiction where it operates, including, where applicable, the European Union's General Data Protection Regulation (GDPR) and other current local laws.

Users may exercise their rights of access, rectification, updating, opposition, or deletion in accordance with applicable law and the mechanisms established in Retorna's Privacy Policy.

The provision of data may be required for identity verification, regulatory compliance, and anti-money laundering purposes, in accordance with Retorna's legal obligations.

10. Dispute Resolution

Any controversy arising from the interpretation, execution, or application of these Terms and Conditions shall be resolved, in the first instance, through direct settlement between the parties.

If no solution is reached within thirty (30) calendar days from the emergence of the claim, the parties may submit the dispute to alternative dispute resolution mechanisms available in the user's jurisdiction, in accordance with applicable regulations.

In the absence of an agreement, the dispute shall be heard by the competent courts of the country where the transaction originated, without prejudice to the rights granted to the user by consumer protection regulations in their jurisdiction of residence.

11. Modifications and Suspension of the Campaign

Retorna may modify, suspend, or terminate the campaign "HOLACOL", at its sole discretion and at any time, for operational, regulatory, security, or compliance reasons, without prior notice and without any right to compensation for users.

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Such modifications will not affect the rights acquired by users who have fully met the campaign conditions prior to the modification or suspension.

Retorna reserves the right to suspend or block accounts and cancel benefits if it detects fraudulent use, breach of these Terms and Conditions, creation of multiple accounts, identity theft, or any conduct contrary to applicable regulations or its internal compliance policies.

12. Contact and Customer Support

For any questions, inquiries, requests, or issues related to the "HOLACOL"campaign, users may contact the Retorna Customer Support team through the official WhatsApp channel indicated on the platform.

Retorna NEVER requests sensitive information (passwords, verification codes, full banking details, credit card numbers, or PIN codes) via unsolicited phone calls, text messages, or WhatsApp from unverified numbers, emails from senders other than @retorna.app, or direct messages on social media from unverified accounts.

If a user receives suspicious communications requesting this type of information, they should report them immediately to [email protected] and refrain from providing any data.

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