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 authorizes the periodic charge corresponding to the selected plan in order to receive recurring coffee deliveries.
- 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 the corresponding payment has been confirmed and these Terms and Conditions have been accepted.
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
Payments corresponding to subscriptions will be processed through Wompi or any other payment gateway authorized by CAFÉ NATIVO, using the payment methods enabled on the website.
By completing the subscription process and accepting these Terms and Conditions, the Subscriber expressly authorizes the periodic charge of the amount corresponding to the selected plan, in accordance with the billing frequency reported at the time of contracting.
Published prices include the Tax on the Transfer of Movable Goods and the Provision of Services (VAT), unless expressly stated otherwise.
In the event of rejection, reversal, insufficient funds or inability to process payment, CAFÉ NATIVO may temporarily suspend the subscription until the situation is resolved.
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.
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:
| Subscription Plan | San Salvador and metropolitan area | Outside San Salvador and metropolitan area |
|---|---|---|
| Descubridor | Free | US$3.99 |
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. Automatic renewal of the subscription
The contracted subscription will remain active and will renew automatically at the end of each billing period, unless the Subscriber requests its cancellation in accordance with the procedure established by CAFÉ NATIVO.
By contracting the subscription, the Subscriber expressly authorizes the recurring charges associated with the selected plan throughout the term of the subscription.
16. Cancellation of the subscription
The Subscriber may cancel their subscription at any time through the mechanisms enabled by CAFÉ NATIVO.
Cancellation will take effect for the following billing cycle provided that it is requested before the deadline indicated on the platform.
Payments already processed or orders already prepared for shipment shall not be refundable, except in the cases provided for by applicable legislation or by the Returns, Refunds and Exchanges Policy.
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.