ROS Renne digital services terms

1 Who provides the service

EVLOGIA S.A.S., Colombian tax ID 901.595.355-0, based in Bogotá, Colombia, operates Renne Peruvian Bistro and ROS Renne’s digital services. In these terms, “Renne”, “we”, “us” and “our” refer to that company. ROS Renne is Renne’s service and management tool, not a separate legal entity.

Address for customer service and service of legal notices: Carrera 8A 99-41, Local 119, Bogotá, Colombia. Customer service and complaints email: admin@ppisas.com. Business phone and WhatsApp, including reservation changes and cancellations: +57 324 229 9244. Official website: https://rennerestaurante.com. Numbers or channels expressly identified as tests do not replace the official business channels.

2 Scope and available features

These terms apply to the website, forms, WhatsApp and other channels that Renne expressly identifies as part of ROS Renne. Depending on the features enabled, they may support enquiries, reservations, event or catering requests, orders, follow-up, payments through authorised channels and assistance with benefits or passes.

Mentioning a feature does not mean it is available or will activate automatically. Each channel must explain its functions, human support hours and relevant limitations. A test, demonstration or simulation identified as such does not create a real reservation, purchase, charge or benefit. Any real transaction requires the relevant information and acceptance.

This document is not a licence agreement to supply ROS to other businesses and does not govern employment, supplier contracts or financial services. Those relationships require their own agreements. Sending a supplier invoice or enquiry to ROS does not constitute approval, acknowledgement of a debt or authorisation to pay.

3 Specific conditions and acceptance

Before confirming a transaction, you will be able to review its features, total price where applicable and specific conditions. The rules for a reservation, event, order or pass supplement these terms only for that transaction and must be clear, accessible and accepted in time. They cannot reduce mandatory consumer rights. Advertising and offers bind Renne as provided by law.

Where contractual acceptance is required, we will request a clear, verifiable action, such as confirming a transaction summary, selecting a box that is not pre-ticked, or expressly accepting an identified proposal. You can correct errors before accepting and retain or request a copy of the terms and your confirmation.

Visiting the website, saying “hello”, receiving a message or saving a contact does not by itself authorise a purchase, charge, subscription or advertising. Silence is not treated as acceptance of new obligations. Permission to process data or send promotions has its own purpose and mechanism.

4 Capacity and representation

You must have legal capacity to enter into a contract. Minors must involve their legal representative where required by law. General restaurant information can be consulted without entering into a contract. Alcoholic beverages are not offered or supplied to anyone under 18.

If you act for a company, group or another person, you must have sufficient authority for the requested action. A business reservation does not itself open a credit account or authorise billing a third party. Renne may reasonably verify your authority before making commitments or disclosing confidential information.

5 Contact information and security

Provide accurate information needed to assist you, and tell us if your number, email address or request details change. State whether a contact belongs to someone else and whether that person is authorised to receive information. For guests or companions, provide only essential data with the appropriate permission or other lawful authority.

Control of a phone or receipt of a code does not by itself establish identity, authority to represent a company or entitlement to information about other transactions. Before disclosing confidential information, changing beneficiaries or processing refunds, we may require proportionate checks through an appropriate channel.

Do not send passwords, third-party access codes, full payment card details, banking credentials or complete identity documents through the chat. If a process requires additional information, we will indicate an appropriate method. Report impersonation or unauthorised access; we will investigate without automatically assuming that all activity from your number was authorised by you.

6 Automated assistance and human support

Renne will identify the involvement of an automated assistant or artificial intelligence. Depending on the enabled feature, ROS may answer enquiries, organise information, request details and carry out authorised actions. We will not present an automated response as having been reviewed by a person when it has not.

Responses may contain errors or require checking. Questions about allergies, charges, complaints, exceptional conditions or commitments beyond an enabled function will be referred for human review. You may request help from a person through the method stated in the channel or by emailing admin@ppisas.com. Human support is provided during the stated hours; immediate or continuous personal assistance is not promised.

Information, suggestions and acknowledgements of receipt are distinct from transaction confirmations. ROS may issue valid confirmations when that feature is enabled and the message clearly identifies the confirmed transaction and its conditions. Automation does not remove Renne’s legal responsibility or make all its responses legally ineffective information.

7 Table reservations and special requests

A reservation request may require a name, date, time, party size and contact details. Dates and times use the Bogotá time zone unless expressly stated otherwise. Ambiguous dates, names or quantities must be clarified before confirmation.

Standard table reservations require an advance payment of COP 50,000 per reservation, regardless of party size. The full amount is credited towards the final bill. This establishes a minimum spend per reservation: if the bill is less than COP 50,000, the difference is neither refunded nor carried forward to another visit, except where a refund is required by law or under section 12. This condition, together with the change, cancellation and no-show conditions, will be expressly disclosed before payment and must be accepted.

Receipt of a request or placement on a waiting list does not guarantee a table. No provisional table hold applies while you make the payment. The reservation is confirmed when the advance payment is received and availability for the requested date, time and party size is verified. The confirmation will identify those details, the amount received and the applicable conditions. If availability has gone by the time the money is received, the advance payment is refunded in full unless you voluntarily choose another date; a credit is not imposed instead of a refund.

The table is held for 15 minutes from the reserved time. If you notify Renne that you will arrive later, Renne may extend the waiting period subject to availability and will tell you whether this is possible. Giving notice does not automatically grant an extension. If you do not arrive within that period, or an expressly agreed extension, the no-show conditions in section 12 apply.

Seating, decoration, accessibility or celebration preferences become commitments only when Renne expressly confirms them. We will promptly explain relevant limitations that prevent us from meeting a requested need. Any additional table duration, party-size limit or other restriction must be disclosed and accepted before contracting, where legally permitted. Private events and groups with an agreed menu are governed by their own quotation and conditions under section 8.

8 Events catering and business agreements

Requesting information does not book an event or hold a date. Each proposal must specify, as applicable, the date and venue, guest numbers, menu, quantities, staff, equipment, setup and removal, duration, transport, venue access, taxes, price, validity period and payment arrangements.

Rules on deposits, cancellations, rescheduling, changes to guest numbers, additional hours, third-party services and responsibility for facilities must be provided before acceptance. Later changes will be documented with their effects on price, availability and timing; extras will not be charged without the required authorisation.

Private events and groups with an agreed menu have their own quotation and conditions; the advance payment and cancellation, rescheduling and waiting rules for standard table reservations do not automatically apply to them. Confirmation follows the process stated in the proposal and any validly agreed requirements. A business agreement, credit arrangement, recurring discount or commitment by an organisation to pay requires acceptance by authorised people. No universal advance payment percentage, penalty or cancellation deadline is set here for those services.

9 Orders collection and delivery

This section applies only when Renne enables ordering through a particular channel. Before acceptance, we will disclose the products, quantities, relevant features, availability, total price, delivery area and cost, collection arrangements and fulfilment time. Illustrative images do not replace descriptions; offered features remain enforceable as provided by law.

We will not substitute products, relevant ingredients or delivery conditions without the appropriate acceptance. If a purchased product is unavailable or delivery exceeds the agreed time, we will inform you and respect your statutory options and rights. Where termination for delay or unavailability is available under Article 50 of Colombian Law 1480, all amounts paid will be refunded within a maximum of 15 calendar days.

Report address errors or receiving difficulties as soon as you notice them. The solution and any additional cost must be assessed and explained based on the circumstances and the agreement; automatic loss of the order is not presumed. Follow the food storage and consumption instructions supplied. Quality, food safety or delivery problems may be reported through our customer service channels.

10 Food allergies and restricted products

If you need information about ingredients, allergies, intolerances or preparation, request assistance from the team before confirming or eating. A general ROS response does not guarantee the absence of allergens or replace checks with the kitchen. Renne will explain what it can verify and relevant limitations, including cross-contact risks where present. This does not exclude its quality, safety and information duties.

Health information is sensitive data. You do not have to provide diagnoses or medical records to make an enquiry; where processing sensitive information is necessary, we will explain the purpose and request the applicable explicit consent through an appropriate method. Without sufficient information, a specific adaptation may not be confirmable, which must be explained before contracting.

Assistance concerning alcohol or other restricted products is subject to the legal age requirement and the channel’s rules. Availability in the restaurant does not mean the product may be promoted, sold or paid for through every platform. Functions requiring additional controls or permissions will be enabled only when those requirements are met. ROS does not provide medical care and is not an emergency service.

11 Prices payments invoicing and tips

Prices are stated in Colombian pesos unless another currency is clearly identified. Before you accept a transaction, we will disclose the total price including applicable taxes and a breakdown of additional charges included in that total. Hidden charges will not be added. Tips are voluntary: you may accept, change or decline them, and they will not be treated as a mandatory charge.

Payments must use methods authorised and identified by Renne. Where a payment gateway or other operator is involved, relevant conditions will be disclosed. Payment validation will be clearly communicated; a failed attempt or screenshot does not necessarily establish confirmed payment. A technical error does not justify charging twice for the same transaction. If we detect a pricing or information error, we will explain it and address its correction under applicable law; these terms do not give us unrestricted power to disregard offers or accepted transactions.

Accessing a channel does not itself create a subscription or authorise recurring charges. Such arrangements would require specific conditions and express acceptance, including how to end them. Connectivity charges from your telecom provider depend on your agreement with that provider. For invoicing, only necessary information will be requested through an appropriate method.

12 Agreed changes cancellations and refunds

To cancel or request changes to a standard table reservation, contact +57 324 229 9244 by WhatsApp or phone. Identify the reservation and your request. For WhatsApp, the time the message is received counts, even if Renne replies later. For phone calls, Renne will record the notice received and its time. Keep available evidence. Acknowledgement of a change request does not mean the new date or time has been confirmed.

If you cancel the first reservation at least 4 hours before the reserved time, the commercial policy allows you to keep the COP 50,000 for a single replacement reservation instead of a cash refund, without affecting the statutory rights described below. The second visit must take place within 2 months of the cancellation date; requesting it within that period for a later visit is not sufficient. Renne will state the applicable deadline. The credit is applied to spending on that second visit under the conditions in section 7.

A change to the date or time of the first reservation also requires at least 4 hours’ notice and availability for the new date and time. That change uses the single permitted rescheduling. The second visit must take place within 2 months of the date on which the change replacing the original reservation was requested. Confirmation of the new reservation does not restart that period.

If you cancel the first reservation with less than 4 hours’ notice or do not arrive within the applicable waiting period in section 7, the commercial policy provides for forfeiture of the advance payment, with no refund or credit for another visit. These table reservation terms do not impose an additional no-show charge beyond the advance payment.

If you cancel the second reservation or do not attend it, the advance payment is forfeited and cannot be transferred to a third reservation, even if you give at least 4 hours’ notice. If you do not use the second reservation within the stated 2 months, the commercial period for reusing the advance payment ends. These rules are subject to the exceptions and statutory rights in this section and section 13.

If Renne cancels a confirmed reservation, it refunds the advance payment in full unless you prefer to reschedule. It is also refunded in full if the money arrives when there is no longer availability for the requested reservation, unless you choose another date. Limits on changes requested by the customer are not used to retain money when Renne fails to provide the agreed service or to require you to accept rescheduling.

These commercial conditions apply only to the extent that they are legally valid and have been disclosed and accepted before payment. They do not exclude statutory withdrawal, payment reversal, guarantees or other refunds required by law. Amounts will not be retained where the law requires repayment, and a voucher or another visit will not be imposed instead of a refund that is due. Renne will review the facts and applicable rights when handling a complaint; prior acceptance does not by itself make a retention of funds valid. New penalties will not be imposed after contracting.

Private events and groups with an agreed menu follow their quotation’s conditions, within legal limits. For other transactions, use the transaction channel or customer service channels and identify your request; Renne will communicate the outcome and its effects. Refunds will use a legally permitted method, respecting the consumer’s choice where applicable and necessary fraud-prevention checks, without unjustified delays or disproportionate requirements.

13 Statutory withdrawal payment reversal and guarantees

These rights are distinct from a commercial cancellation policy. Where Colombian law grants a right of withdrawal, known as retracto, you may exercise it within 5 business days after delivery of goods or conclusion of a services contract, as applicable. You may notify admin@ppisas.com or use the transaction channel, identifying the transaction and your decision. You must return goods by the same means and in the same condition as received, bearing the transport and return costs legally payable by you. This rule does not transfer to customers any costs Renne must bear for a statutory guarantee or breach.

Statutory exceptions include perishable goods, certain customised goods or goods liable to deteriorate quickly, and services whose performance has begun with the consumer’s agreement. Applicability depends on the transaction; these terms do not declare all Renne services exempt. Where withdrawal applies, a full refund will be made within a maximum of 15 calendar days from exercise of the right and fulfilment of the applicable statutory obligations, including correct refund details and return of the product where required.

Statutory payment reversal may apply to electronically paid e-commerce transactions involving fraud, an unsolicited transaction, non-delivery, a different product or a defective product, subject to legal requirements. You must complain to the supplier and notify the payment instrument issuer within 5 business days after discovering the fraudulent or unsolicited transaction, the date the product should have arrived, or receipt of a defective or different product, as applicable. Identify the transaction, reason and amount, and make the goods available for return where required. Contact Renne promptly for acknowledgement; do not wait for our response before meeting your financial institution’s deadline. Where reversal applies, payment participants must complete it within 15 business days after the request to the issuer, under the statutory procedure.

Mandatory quality, fitness, safety and statutory guarantees remain available even where an exception prevents withdrawal. You may provide reasonable evidence of the transaction and problem; absence of an invoice does not itself remove your rights. The remedies and legal time limits applicable to each case will apply.

14 Renne Pass benefits and promotions

Renne Pass enquiries or actions through ROS are also governed by Renne Pass’s general terms and the specific pass or campaign conditions, available before purchase or participation. Those conditions must state eligibility, benefits, validity, limits, combination with other benefits, transferability and use. One campaign does not automatically grant benefits under another.

The Renne Pass framework is available at https://rennerestaurante.com/en/renne-pass/terms. These ROS terms do not change balances, expiry dates or acquired rights. A pass or voucher does not itself reserve a table. Any prize draws, competitions or arrangements subject to special requirements will need their own rules and approvals; this page does not create or authorise them.

15 Privacy confidentiality and data rights

Data processing is explained in Renne’s Privacy and Personal Data Processing Policy at https://rennerestaurante.com/en/privacy, including its ROS and WhatsApp section. It describes purposes, retention, providers, rights and procedures. These terms do not replace legally required consent or permit incompatible uses of information.

Conversations may be handled by authorised staff who need to assist with your request. Confidential information will not be disclosed to another customer or an unverified representative merely because they share a number, belong to the same group or claim to act for you. Integrations and new uses that change data processing require the applicable notices and permissions before they begin.

Acceptance of these terms does not authorise publishing your conversations, using your image in advertising or training general-purpose AI models with your personal data. Deletion requests will be handled under the policy and legal retention duties. Deleting data or leaving a channel does not automatically cancel a reservation, legitimate debt, complaint or outstanding right.

16 Communications and preferences

We distinguish communications necessary for a request or transaction from promotions. Messages and calls must respect their purpose, the recipient’s permissions, the law and channel rules. Requesting a reservation does not automatically enrol you in marketing campaigns.

You may withdraw marketing permission using the stated mechanism or by emailing admin@ppisas.com and identifying the relevant channel. You may also request that WhatsApp communications stop; that choice will be respected, and a lawful alternative for outstanding matters will be agreed where necessary. Opting out of advertising does not remove acquired benefits or authorise new campaigns through other channels.

A read or delivery receipt establishes only the status reported by the system; it is not acceptance of a charge or change. If a request is urgent and no confirmation arrives, use another official channel. Any call recording or transcription that is enabled will be disclosed in advance, along with its purpose and required permissions.

17 Content intellectual property and permitted use

Renne’s brand, designs and content belong to their respective owners. You may consult them to use the services, retain evidence and exercise your rights. No permission is granted to impersonate Renne, commercialise its materials or access private systems. Uses permitted by law remain available.

You retain rights in content you provide. Renne may use it only to the extent necessary and lawful to handle your request, perform the agreement and fulfil its obligations, in accordance with the privacy policy. Publishing a testimonial, photo or conversation for promotional purposes requires appropriate permission; sending a message does not grant a perpetual, unrestricted licence.

Do not use the channels for fraud, impersonation, threats, harassment, malware, unauthorised information extraction or interference with service. Legitimate complaints, critical opinions and problem reports do not by themselves constitute misuse.

18 Third party services

WhatsApp, Meta, reservation providers, payment providers and other external services have their own terms. Renne will explain when a transaction must be completed through another service and who is involved, without presenting an independent service as its own. Platform permissions do not replace authorisations Renne must obtain.

A third party’s involvement does not transfer Renne’s legal obligations to the customer. If an incident affects a transaction, we will help clarify it and fulfil our responsibilities. This page does not guarantee compatibility with every device, account or integration.

19 Interruptions and service changes

Maintenance, connectivity failures and technical incidents may occur. Uninterrupted availability is not guaranteed. Renne will communicate relevant known disruptions and use reasonable alternatives to address outstanding transactions. An interruption does not extinguish a confirmed reservation, payment, benefit or right to complain.

Where extraordinary events affect performance, their consequences will be assessed under the law and contract, and solutions such as rescheduling or refunds explained where applicable. A technical failure is not automatically treated as force majeure or as permission to retain payments for services not provided.

20 Access restrictions and closure

Renne may proportionately restrict a function where there are objective indications of fraud, security risks, material breaches or an authority’s order. It will explain the reason and how to request review, unless a justified legal or security restriction prevents this. The effects of an incorrect restriction will be corrected.

You may stop using the channel. Blocking an account, leaving a conversation or closing a function does not extinguish legitimate obligations or outstanding rights. A route to enquire about transactions and complain must remain available. These terms do not automatically forfeit deposits, balances or benefits as a penalty for restricting access.

21 Responsibility and preserved rights

Renne remains responsible for its obligations under the law and the agreement. These terms do not exclude mandatory guarantees, product safety liability, attributable damage or data protection duties. They do not impose a general financial liability cap, unlimited customer indemnity or advance waiver of claims.

Each incident will be assessed according to its facts, evidence and applicable rules. Customers are not automatically responsible for every consequence of inaccurate data, device failure or unauthorised access. Renne’s records are evidence that may be challenged; they are not final and unquestionable decisions.

22 Customer service complaints and accessibility

Send requests or complaints to admin@ppisas.com, through the transaction channel or at the contact address in section 1. Describe the transaction, what happened, your requested solution and how to contact you. Provide available evidence without unnecessary sensitive information. If a digital tool prevents you from completing a process, request an alternative form of assistance.

Renne will acknowledge receipt and provide a substantive response within statutory time limits. Direct consumer complaints will be addressed within the 15-business-day period under Colombian Law 1480. Personal data requests follow the procedures and time limits in the privacy policy. An automated acknowledgement does not replace a substantive response.

You may contact Colombia’s Superintendence of Industry and Commerce at https://www.sic.gov.co and other competent authorities or courts, subject to applicable legal requirements. Access to assistance is not conditional on waiving those routes or accepting mandatory arbitration.

23 Versions language and applicable law

Renne will identify the published version and effective date and communicate material changes through an appropriate method. Changes apply prospectively and will not retroactively reduce acquired rights or alter accepted transactions without the legal basis and acceptance required. You may request the versions applicable to a transaction through our customer service channels.

These terms are governed by Colombian law without displacing other applicable mandatory rules. Spanish is the drafting reference, and English provides access to the same content. A translation difference does not reduce rights or allow information offered to consumers to be disregarded; it will be resolved under the applicable rules of legal interpretation.

If a provision is invalid or unenforceable, the others remain effective where they can lawfully stand. You may ask about the meaning of any condition before entering into a transaction.