Términos y Condiciones Campaña “PRIMERAVEZ"

1. Knowledge and Acceptance of the Particular Terms and Conditions

The User must read, understand and fully accept these Particular Terms and Conditions. Anything not expressly regulated in this document will be governed by the General Terms and Conditions of Return, including the liability regime, the obligations of indemnity and the applicable definitions.

The campaign “FIRST TIME” is organized by Return. In the event of a contradiction between these Particular Terms and Conditions and the General Terms and Conditions, these Particular Terms shall prevail, unless otherwise expressly provided.

The foregoing shall be without prejudice to the mandatory regulations applicable in the jurisdiction from which the shipment originates.

People who do not accept the General and Particular Terms and Conditions will not be able to use the Retorna application or participate in this campaign or access its benefits.

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

2. Purpose of the Campaign

The campaign “FIRST TIME” It is a promotion that has been in effect since May 15, 2026 through June 30, 2026 (both dates inclusive), aimed exclusively at new users of Retorna, meaning those who have not previously sent money through the platform.

The promotion applies to the first transfer of money made from Chile, Colombia, Peru, Brazil or from countries of the European Union where Retorna has an authorized operation, bound for Venezuela, during the specified period of validity.

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

3. Campaign Benefit

Each user who complies with the conditions set out in these Terms and Conditions will receive a promotional coupon equivalent to:

  • $10,000 CLP (ten thousand Chilean pesos) for shipments of $30,000 CLP or more from Chile to Venezuela.
  • $10,000 COP (ten thousand Colombian pesos) for shipments of $30,000 COP or more from Colombia to Venezuela.
  • S/40 PEN (forty soles) for shipments of S/70 PEN or more from Peru to Venezuela.
  • R$ 50.00 (fifty reais) for shipments of R$ 100.00 or more from Brazil to Venezuela.
  • 10 EUR (ten euros) for shipments of 30 EUR or more from the European Union to Venezuela.

The minimum amount required corresponds to the value of the shipment before commissions, operating charges or taxes are applied, where applicable.

The coupon may be applied for a single time during the period of validity of the campaign and only 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, not cumulative with other promotions, non-refundable and not redeemable for cash. Your application is subject to Retorna's General Terms and Conditions for the use of promotional coupons.

4. Conditions for accessing the benefit

To participate in the campaign “FIRST TIME” and access the promotional coupon, the user must meet the following conditions:

  1. Registration: Register as a new user on the Retorna platform, being understood as such a person who has not previously sent money through the application. The promotion does not apply to people who have previously deleted their account, or to blocked or suspended users.
  2. Download the application: Download the Retorna application, as an essential requirement to use the coupon.
  3. Access credentials: Upon registration, the user will receive personal access credentials, for exclusive and non-transferable use. The user will be responsible for their confidentiality and custody. Any operation performed using these credentials will be considered valid. Any misuse must be immediately notified to Retorna.
  4. First money transfer: Make your first money transfer from Chile, Colombia, Peru, Brazil or from European Union countries where Retorna has an authorized transaction, to Venezuela, for a minimum amount equivalent to:
  • CLP 30,000
  • COP 30,000
  • S/70 PEN
  • R$ 100.00
  • EUR 30

The shipment must be validly completed, paid for and not canceled within the period of validity of the campaign.

  1. Deadline: Make the shipment between the May 15, 2026 and June 30, 2026 (both dates inclusive).
  2. Limited quantity: The campaign is limited to a total of 1,175 coupons, distributed as follows:
  • 190 coupons for shipping from Chile.
  • 390 coupons for shipping from Colombia.
  • 95 coupons for shipping from Peru.
  • 100 coupons for shipping from Brazil.
  • 400 coupons for shipping from the European Union.
  1. The benefit will be granted until the number of coupons available per country is exhausted, according to the chronological order of the validly completed shipments.
  2. Retorna may refuse participation or cancel the benefit if it detects the creation of multiple accounts, use of third-party data, fractionation of operations, inconsistencies in identity verification or any evidence of misuse, in accordance with its internal regulatory compliance and money-laundering prevention policies.

5. Use of the Coupon

  1. The coupons must be used in a single transaction. They are not cumulative, are not transferable and are not redeemable for cash.
  2. To use the coupon, the user must follow the instructions provided on the Retorna platform at the time of shipping.
  3. Once the registration process is complete, the user must use the coupon immediately. The coupon is valid for a limited time until June 30, 2026.
  4. Failure to use the coupon within the stipulated period will result in its automatic expiry, without the right to a refund, extension or compensation of any kind.

6. Additional conditions

  1. The coupons must be used in a single operation. They are personal and non-transferable, cannot be combined with other promotions and are not redeemable for cash.
  2. The coupon will apply only to the first shipment of money that meets the conditions established in these Terms and Conditions and that is made within the period of validity of the campaign. The benefit will not be stored, reserved, or available for later use.
  3. If the user does not apply the coupon to that first eligible shipment, they will automatically lose the right to the benefit, with no possibility of using it in future transactions or the right to a refund, compensation or extension of term.
  4. In any case, the campaign will run until June 30, 2026. After that date, any unused benefits will automatically expire.

11. Modifications and Suspension of the Campaign

Retorna may modify, suspend or cease the campaign”FIRST TIME” for operational, regulatory, security or regulatory compliance reasons, prior communication to users when reasonably possible.

These modifications will not affect the rights acquired by users who have fully complied with the conditions of the campaign prior to the modification or suspension.

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

The foregoing shall be without prejudice to the corresponding legal obligations under the regulations in force in each jurisdiction.

12. Contact and User Support

For any questions, queries, requests or issues related to the campaign”FIRST TIME”, users can contact the Retorna Customer Service team through the official WhatsApp channel indicated on the platform. Retorna may update its official service channels, after notifying users.

Requests will be managed according to current operating times. In case of requirements related to identity verification, validation of the use of the coupon, account blocking or manual review of operations, 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 bank details, credit card numbers or PIN codes) through:

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

If the user receives suspicious communications that request this type of information, they should immediately report them to hola@retorna.app and refrain from providing any data.

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