Terms and Conditions: My First Shipment Campaign

This Campaign is organized by Retorna SpA (hereinafter, “Retorna”), tax ID 76.901.962-6, with its registered office at Avenida Andrés Bello No. 2233, Office 501, Providencia, Metropolitan Region, Santiago, Chile. Inquiries and complaints regarding the Campaign should be directed to the official channels indicated in section 13 of these Terms and Conditions.

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

(a) “Official Time”: continental Chile time, UTC-3;

(b) “Successful Transfer”: a transaction that has been effectively credited to the beneficiary in Venezuela and which, at the time of evaluating eligibility or applying the coupon, has not been subject to a reversal, refund, cancellation, or pending dispute;

(c) “New User”: an individual who registers for the first time on the Retorna application during the Campaign period and successfully completes the identity verification (KYC) process required by Retorna.

1. Acknowledgment and Acceptance of Specific Terms and Conditions

The User 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, indemnification obligations, and applicable definitions.

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

The foregoing shall be understood without prejudice to the 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 application, 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 “MIPRIMERENVIO” campaign is a promotion valid from July 28, 2026, to October 31, 2026 (both dates inclusive) at 11:59 PM, aimed exclusively at 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, Colombia, Peru, Brazil, or countries in the European Union where Retorna is authorized to operate, with Venezuela as the destination, during the specified validity period.

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

3. Campaign Benefit

Every 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 Venezuela.
  • $10,000 COP (ten thousand Colombian pesos) for transfers of $30,000 COP or more from Colombia to Venezuela.
  • S/15 PEN (fifteen soles) for transfers of S/50 PEN or more from Peru to Venezuela.
  • R$25.00 (twenty-five reais) for transfers of R$75.00 or more from Brazil to Venezuela.
  • 5 EUR (five euros) for transfers of 20 EUR or more from the European Union to Venezuela.

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

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

The coupon is for single use, is personal and non-transferable, 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 “MIPRIMERENVIO” campaign and access the promotional coupon, the user must meet the following conditions:

  1. Registration: Sign up as a new user on the Retorna platform, defined as a person who has not previously sent money through the application. 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 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: Complete your first money transfer from Chile, Colombia, Peru, Brazil, or from European Union countries where Retorna is authorized to operate, to Venezuela, for a minimum amount equivalent to:
  • CLP 20,000
  • COP 30,000
  • S/50 PEN
  • R$ 50.00
  • EUR 20

The transfer must be successfully completed, paid for, and not cancelled within the campaign period.

  1. Deadline: Transfers must be made between July 29, 2026, at 12:00 AM and October 31, 2026, at 11:59 PM (inclusive).
  2. Limited quantity: The campaign is limited to a total of 1,175 coupons, distributed as follows:
  • 190 coupons for transfers from Chile.
  • 390 coupons for transfers from Colombia.
  • 95 coupons for transfers from Peru.
  • 100 coupons for transfers from Brazil.
  • 400 coupons for transfers from the European Union.
  1. The benefit will be awarded until the number of coupons available per country is exhausted, based on the chronological order of validly completed transfers.
  2. 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. Using the Coupon

  1. Coupons must be used in a single transaction. They cannot be combined, are 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 immediately. The coupon is valid until October 31, 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 set forth in these Terms and Conditions and is made within the campaign period. The benefit will not be stored, reserved, or available for future use.
  3. If the user does not apply the coupon to that first eligible shipment, they will automatically forfeit the benefit, with no possibility of using it in future transactions or any right to a refund, compensation, or extension of the deadline.
  4. In any case, the campaign will remain valid until October 31, 2026, at 11:59 PM. After this date, any unused benefits 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, without limitation, 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 applicable exchange rate between the time of the quote and the final confirmation of the transaction.
  • Situations of force majeure, acts of God, or unforeseen events 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, except where mandatory legal provisions state otherwise.

The foregoing shall be without prejudice to the rights afforded to the consumer under the applicable regulations in each jurisdiction.

8. Regulatory Compliance and Anti-Money Laundering

Retorna operates under strict standards of regulatory compliance and the prevention of money laundering, terrorist financing, and other financial crimes, in accordance with the legislation applicable in each jurisdiction where it provides its 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 it detects inconsistencies, unusual patterns, structuring of amounts, use of third-party data, or any indication of irregular activity.
  • Revoke campaign benefits when a breach of internal compliance policies or these Terms and Conditions is verified.

Measures taken in compliance with legal or regulatory obligations shall not give rise to any right to 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 legislation 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 dispute 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 has been 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.

Retorna will always act in good faith and in accordance with the applicable legal framework.

11. Modifications and Suspension of the Campaign

Retorna may modify, suspend, or terminate the “MIPRIMERENVIO” campaign for operational, regulatory, security, or compliance reasons, upon prior notice to users whenever reasonably possible.

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 void 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.

The foregoing shall be understood without prejudice to the legal obligations that apply in accordance with the regulations in force in each jurisdiction.

12. Contact and Customer Support

For any questions, inquiries, requests, or issues related to the “MIPRIMERENVIO” campaign, users may contact the Retorna Customer Support team through the official WhatsApp channel indicated on the platform. Retorna may update its official support channels, upon prior notice to users.

Requests will be processed according to current operational timelines. For requirements related to identity verification, coupon usage validation, account locking, or manual transaction review, Retorna may request additional information and, if necessary, temporarily suspend the account until the validation process is complete, in compliance with its regulatory obligations.

Retorna NEVER requests sensitive information (passwords, verification codes, full banking details, credit card numbers, or PINs) via:

  • Unsolicited phone calls.
  • Text messages (SMS) or WhatsApp from unverified numbers.
  • Emails from senders other than @retorna.app.
  • Social media direct messages from unverified accounts.

If you receive suspicious communications requesting this type of information, please report them immediately to [email protected] and do not provide any data.

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