Terms and Conditions

1. Identification of the provider

CAFÉ NATIVO, S.A. DE C.V., a company duly incorporated and existing under the laws of the Republic of El Salvador, owner and operator of the coffee subscription platform governed by these Terms and Conditions, responsible for the commercialization, subscription management, customer service and other activities related to the services offered through the website.

For the purposes of these Terms and Conditions, said company shall be referred to interchangeably as "CAFÉ NATIVO", "the Company" or "the Provider".

Users may contact CAFÉ NATIVO exclusively through the Subscriber service channels indicated on the official website.

2. Definitions

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

• Subscription: the contracting method by which the Subscriber receives periodic coffee deliveries and undertakes to pay, through the payment method of their choice, the payment request corresponding to each period of the selected plan.
• Payment request: the request for payment that CAFÉ NATIVO issues for each period of the subscription, stating its amount, its payment due date and its reference code.
• Reference code: the unique code of each payment request (for example, CN-7QK4M) that identifies the Subscriber's payment.
• Payment method: the way in which the Subscriber pays their payment requests, chosen from those enabled on the Website in accordance with clause 7.
• Subscriber: a natural or legal person who completes the registration process and contracts one of the available plans.
• Provider: CAFÉ NATIVO, S.A. DE C.V., a company duly incorporated and existing under the laws of the Republic of El Salvador, owner and operator of the coffee subscription platform governed by these Terms and Conditions, responsible for the commercialization, subscription management, customer service and other activities related to the services offered through the website.
• Preference Quiz: a digital questionnaire designed to identify the Subscriber's general consumption preferences regarding brewing methods, flavor profiles and coffee format.
• Plan: a subscription method offered by Café Nativo.
• Descubridor: a subscription plan aimed at those seeking to deepen their understanding of the diversity and richness of specialty coffee, exploring a wider variety of origins, processes and flavor profiles.
• Website: the electronic platform through which Café Nativo's products and services are commercialized.

3. Nature of the service

CAFÉ NATIVO offers a Salvadoran specialty coffee commercialization service under a periodic subscription model, through which Subscribers receive recurring deliveries of whole bean or ground coffee in accordance with the contracted plan and the preferences recorded on the platform.

The subscription constitutes a periodic sale of consumer goods and does not involve the provision of financial services, investment services, specialized advisory services or any activity other than the distribution and sale of coffee for consumption.

The service is contracted exclusively by electronic means through the CAFÉ NATIVO website and shall be deemed perfected once these Terms and Conditions have been accepted and payment of the first payment request has been confirmed. Where the first period is complimentary, or where the chosen payment method is cash on delivery, it shall be deemed perfected from the moment CAFÉ NATIVO confirms the activation of the subscription.

4. Description of the service

CAFÉ NATIVO offers a personalized specialty coffee discovery and consumption experience through a monthly subscription system.

As part of the contracting process, the user must complete a preference questionnaire designed to identify aspects related to their consumption habits, brewing methods, flavor profiles, grind preferences and other characteristics relevant to product selection. Should the subscriber wish to modify their preferences, it is sufficient to notify us by email, and those changes will take effect five business days after the information is received.

Based on the information provided by the user, CAFÉ NATIVO will generate a consumption profile that will serve as a reference for selecting the coffees to be sent during the term of the subscription.

The recommendations derived from the questionnaire are indicative in nature and seek to offer a personalized experience. However, due to the subjective nature of sensory perception of coffee, CAFÉ NATIVO does not guarantee that each product sent will fully match the Subscriber's individual expectations.

The composition of each shipment may vary according to inventory availability, harvest seasonality, production by partner roasters and selection criteria established by CAFÉ NATIVO.

5. Products

The products commercialized by CAFÉ NATIVO consist of 100% Salvadoran specialty coffee, sourced from different coffee-growing regions of the country, including, among others, Apaneca-Ilamatepec, Chalatenango, El Bálsamo and Tecapa-Chinameca.

CAFÉ NATIVO collaborates with local producers, mills and roasters committed to quality standards aimed at preserving the traceability, freshness and distinctive characteristics of each origin.

The specific characteristics of the products, including origin, variety, process, roast level and sensory profile, may vary between shipments due to the agricultural nature of coffee and the availability of each harvest.

Unless expressly instructed otherwise by the Subscriber, products will be shipped as whole beans. When the Subscriber selects the ground coffee option, CAFÉ NATIVO will grind the coffee in accordance with the information provided regarding the brewing method used.

Roast dates and other relevant specifications will be reported where applicable. Natural variations between harvests, lots or flavor profiles shall not constitute product defects.

6. Plans

CAFÉ NATIVO offers subscription models designed to serve the varying consumption profiles and preferences of its Subscribers.

The following plan is currently available:

• Descubridor: a subscription model aimed at users interested in expanding their experience through a greater variety of specialty coffees.

The specific characteristics, product quantities, delivery frequency, benefits and prices applicable to the plan are those set out on the subscriptions page of the website.

The purpose of the preference questionnaire is to identify the user's consumption profile and facilitate personalized recommendations regarding the coffees that may suit their tastes and consumption habits.

The choice of subscription plan corresponds exclusively to the Subscriber and is not automatically determined by the results obtained in the questionnaire.

7. Payments

7.1 Payment methods

When contracting, the Subscriber chooses one of the payment methods enabled on the Website at that time. CAFÉ NATIVO may enable the following: bank transfer, monthly card payment link and cash on delivery. A payment method that the Website shows as unavailable or "Coming soon" cannot be chosen, and the rules of this clause that relate to it apply only once CAFÉ NATIVO enables it.

The Subscriber may request a change of payment method through the service channels indicated in clause 10. The change applies from the payment request following the one that is pending; the pending payment request keeps the payment method with which it was issued.

7.2 Payment requests

CAFÉ NATIVO issues a payment request for each period of the subscription. Each payment request states its amount, its payment due date and its reference code, and can be viewed in the Subscriber's account and in the emails CAFÉ NATIVO sends them. CAFÉ NATIVO does not store card details or make automatic charges: each payment is made by the Subscriber through the chosen payment method.

Before the due date of each payment request, CAFÉ NATIVO sends reminders to the email address registered by the Subscriber and may contact them via WhatsApp at the contact number they have provided.

7.3 Bank transfer

The Subscriber transfers the amount of the payment request to the CAFÉ NATIVO bank account shown on that payment request, no later than its due date, and writes the reference code in the "Concept" or "Description" field of the transfer. If CAFÉ NATIVO changes its bank account, it will notify Subscribers with pending payment requests by email before their due date.

Payment is deemed made when CAFÉ NATIVO verifies that the amount has been credited to its account. The Subscriber's notice that they have already transferred facilitates that verification but does not amount to the credit. If the amount credited is lower than the payment request, CAFÉ NATIVO records it as a partial payment, informs the Subscriber of the outstanding balance, and the payment request is deemed paid once its amount is completed. If the amount credited is higher, CAFÉ NATIVO will contact the Subscriber to apply the difference to a following payment request or refund it.

For a subscription paid by bank transfer, the first shipment is prepared after payment of the first payment request has been verified.

7.4 Monthly payment link

Before the due date of each payment request, CAFÉ NATIVO sends the Subscriber a secure single-use payment link. The payment link is neither an automatic charge nor an authorization of recurring charges: in each period the Subscriber must open the link and enter their card details to make the payment. If the issuing institution declines or reverses the payment, the payment request is considered unpaid.

Payments by link are processed by Wompi, operated by ACCELERA, S.A. DE C.V. CAFÉ NATIVO does not receive or store the card number or its security code. Wompi and the participating financial institutions act as independent payment service providers; therefore, CAFÉ NATIVO shall not be liable for failures, interruptions or transaction rejections attributable to such third parties.

7.5 Cash on delivery

When this payment method is enabled for the Subscriber's delivery address, the Subscriber pays the amount of the payment request in cash to the person delivering their box, preferably with the exact amount. The due date of a cash payment request is the day the corresponding box is delivered.

If the Subscriber has already received the box, the payment request for that box remains in force and must be paid even if the Subscriber pauses or cancels their subscription after receiving it.

If the Subscriber refuses two deliveries for reasons not attributable to CAFÉ NATIVO, CAFÉ NATIVO may pause the subscription and will inform the Subscriber.

7.6 Prices

Published prices include the Tax on the Transfer of Movable Goods and the Provision of Services (VAT), unless expressly stated otherwise.

Each payment request keeps the amount with which it was issued. A price change applies from the following payment request, and CAFÉ NATIVO communicates it by email before issuing that payment request.

7.7 Late payment

If a payment request is not paid by its due date, CAFÉ NATIVO will send the Subscriber reminders. Once three (3) full days have passed since the due date without the payment being verified, CAFÉ NATIVO holds the box for the corresponding period until it is verified, and once ten (10) full days have passed it stops preparing new boxes for that subscription. Once the payment is verified, the subscription continues without needing to be contracted again.

CAFÉ NATIVO does not automatically cancel or pause a subscription for late payment. The Subscriber may pause or cancel it from their account at any time, in accordance with clauses 15 and 16.

If the first payment request of a subscription is never paid, the subscription is not activated, no shipment is prepared and the Subscriber owes nothing. CAFÉ NATIVO may cancel that non-activated subscription after having reminded the Subscriber.

7.8 Withdrawal, refunds and reversals

The Subscriber may exercise the right of withdrawal under article 13-A of the Consumer Protection Act within eight (8) business days after the box is delivered, provided they have not opened the packaging or consumed the coffee, in accordance with the Returns, Refunds and Exchanges Policy.

In addition, the Subscriber may request the reversal of a payment within fifteen (15) calendar days after it was made, in accordance with article 13-D of the same Act, in the cases that provision establishes.

The request can be made from the Subscriber's account, using the "Request a refund" option in the payment history, or through the service channels in clause 10, and is handled in accordance with the Returns, Refunds and Exchanges Policy. Where applicable, CAFÉ NATIVO refunds the amount by bank transfer to the account the Subscriber indicates or, for payments made by payment link, by reversing the charge where the gateway allows it.

7.9 Previously contracted recurring-charge subscriptions

Subscriptions contracted with an authorization of recurring card charges through Wompi, before these Terms and Conditions incorporated the payment methods in clause 7.1, keep that payment method under the Terms and Conditions in force when they were contracted, until the Subscriber moves to one of the payment methods in clause 7.1. CAFÉ NATIVO will inform each of those Subscribers by email of the chosen payment method, that no further charges will be made through Wompi, and the date of their next payment request.

8. Deliveries

Currently, deliveries are made primarily within the Metropolitan Area of San Salvador, including San Salvador, Santa Tecla, Antiguo Cuscatlán and surrounding areas. Coverage may be progressively expanded to other localities within the national territory.

Deliveries will be made within the coverage zones reported on the website and in accordance with the logistics schedule established by the company.

Orders corresponding to each subscription period will be scheduled, in principle, between the first (1) and fifth (5) day of each month, without prejudice to reasonable adjustments arising from logistical, operational or force majeure circumstances.

The Subscriber shall be responsible for providing accurate and up-to-date information for deliveries to be carried out correctly. In the event that delivery cannot be completed for reasons attributable to the Subscriber, CAFÉ NATIVO may arrange a new delivery, subject to prior notice to the user.

Delivery times are estimates and may be affected by external factors beyond the reasonable control of CAFÉ NATIVO, including weather conditions, mobility restrictions, force majeure events or operational incidents involving third-party carriers.

Shipping costs are as follows:

9. Returns

A return may apply when the product arrives damaged, defective, incorrect or does not meet expectations. You have up to three days to report issues. The process is simple: contact us with your order number and a description. No complex forms.

We do not charge return costs. We cover logistics expenses where applicable. In many cases we do not request a physical return.

10. Handling of claims

CAFÉ NATIVO makes various service channels available to its Subscribers for inquiries, comments, requests, complaints or claims related to the products and services offered.

Users may get in touch through the following means:

• Email: soporte@cafenativosv.com
• WhatsApp: (+503) 7571-7622
• Service hours: 9:00 a.m. - 5:00 p.m. UTC -6

CAFÉ NATIVO will endeavor to address requests received within a reasonable period, in accordance with the complexity of each case.

The submission of claims by consumers shall not limit or affect the rights conferred upon them by the consumer protection legislation in force in the Republic of El Salvador.

11. Data

All processing and protection of personal data shall be governed by our Privacy Policy.

12. Term and modifications

These Terms and Conditions shall take effect upon their publication on the CAFÉ NATIVO website and shall remain in force until they are modified, replaced or withdrawn by the company.

CAFÉ NATIVO may update or modify these Terms and Conditions where necessary for operational, commercial, technological or legal reasons.

Modifications will be published on the website and, where applicable, communicated to users through reasonable electronic means.

Continued use of the platform or maintenance of an active subscription after the modifications take effect shall constitute acceptance of the new terms, without prejudice to the rights granted to users by consumer protection legislation.

13. Operation of the Preference Quiz and recommendations

The Preference Quiz constitutes an indicative tool intended to identify the Subscriber's tastes and consumption habits.

The recommendations generated from the answers provided are estimative in nature and do not constitute a guarantee of personal satisfaction with respect to the coffees received.

The Subscriber acknowledges that flavor preferences are subjective and that the coffees sent may vary in each subscription period according to availability, season, harvest and Café Nativo's selection criteria.

14. Product availability and substitution

The coffees offered through the subscription are subject to inventory availability, harvest, production and supply by partner roasters and producers.

In the event of stock depletion, production limitations or any circumstance that prevents the shipment of the coffee originally selected for the Subscriber's profile, Café Nativo may substitute it with another coffee of similar or superior quality and characteristics, endeavoring to maintain consistency with the preferences indicated by the Subscriber.

15. Renewal, pause and resumption of the subscription

The subscription renews at the end of each period and CAFÉ NATIVO issues the payment request for the following period, unless the Subscriber has paused or cancelled it. Renewal is not an automatic charge: each payment request is paid through the chosen payment method, in accordance with clause 7.

The Subscriber may pause their subscription from their account. While the subscription is paused, CAFÉ NATIVO issues no payment requests and prepares no new boxes, and cancels any pending payment request that has not been paid, except that of a box already delivered with cash on delivery, which remains in force. The box for a period already paid that is being prepared or is on its way is delivered as normal.

The Subscriber may resume their subscription from their account. On resumption, CAFÉ NATIVO issues a new payment request, whose due date is stated on the payment request itself, and the subscription continues once it is paid.

16. Cancellation of the subscription

The Subscriber may cancel their subscription at any time from their account or through the service channels indicated in clause 10.

Cancellation takes effect at the moment it is made: CAFÉ NATIVO stops issuing payment requests and preparing new boxes, and cancels any pending payment request that has not been paid. The box for a period already paid that is being prepared or is on its way is delivered as normal. If the Subscriber has already received a box with cash on delivery, the payment request for that box remains in force in accordance with clause 7.5.

Payments already processed or orders already prepared for shipment shall not be refundable, except in the cases provided for by applicable legislation, by clause 7.8 or by the Returns, Refunds and Exchanges Policy.

Except in the event of the Subscriber's breach, CAFÉ NATIVO may terminate an active subscription only by notifying the Subscriber at least thirty (30) days in advance.

17. Intellectual property

All rights over the CAFÉ NATIVO brand, trade names, logos, designs, photographs, content, databases, software and other elements available on the website are the exclusive property of CAFÉ NATIVO or their respective owners.

Their reproduction, distribution, modification or use without prior written authorization is prohibited.

18. Applicable law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws in force in the Republic of El Salvador, in particular the Consumer Protection Act and other applicable regulations.

19. Force majeure

Café Nativo shall not be liable for delays or non-performance caused by events beyond its reasonable control, including natural disasters, labor disputes, logistical disruptions, government restrictions, health emergencies or failures of essential services.