Terms of Service
Welcome to Medellin Group. By using our platform, you agree to these terms. Please read them carefully before booking any service.
Medellin Group operates as a managed marketplace connecting customers with vetted service providers in Medellín, Colombia. We are not the direct provider of services — we facilitate, quality-assure, and support the delivery.
To use our platform, you must be at least 18 years old and provide accurate registration information. You are responsible for maintaining the confidentiality of your account credentials.
All prices displayed on the platform are in Colombian pesos (COP) and include applicable fees. Prices are fixed at the time of booking and will not change unless you modify the scope of service.
Bookings are confirmed when the deposit is successfully processed. A confirmed booking creates a binding agreement between you, Medellin Group, and the assigned vendor.
We reserve the right to cancel or reassign bookings if a vendor becomes unavailable, if safety concerns arise, or if these terms are violated. In such cases, you will receive a full refund or alternative arrangement.
You agree not to contact vendors outside the platform to arrange services, negotiate pricing, or bypass the booking system. Doing so violates these terms and may result in account suspension.
Medellin Group is not liable for damages, injuries, or losses that occur during service delivery, beyond the platform's dispute resolution and refund mechanisms.
We may update these terms at any time. Continued use of the platform after changes constitutes acceptance. Material changes will be communicated via email or in-app notification.
Privacy Policy
Medellin Group respects your privacy and is committed to protecting your personal data in accordance with Colombian Law 1581 of 2012 (Habeas Data) and its regulatory decrees.
We collect the following information: name, email, phone number, delivery addresses, payment details (processed by our payment provider, never stored on our servers), booking history, and device information for app functionality.
Your data is used to: process bookings, match you with appropriate vendors, communicate about your services, improve platform quality, and comply with legal obligations.
We share your relevant contact and address information with assigned vendors solely for the purpose of delivering the booked service. Vendors are contractually prohibited from using your data for any other purpose.
We do not sell, rent, or share your personal data with third parties for marketing purposes. Anonymized, aggregated data may be used for analytics and service improvement.
Your data is stored on secure servers with industry-standard encryption. Access is restricted to authorized personnel who need it to operate the platform.
You have the right to access, correct, update, or delete your personal data at any time. To exercise these rights, contact us at [email protected].
We use cookies and similar technologies to improve your experience, remember your preferences, and analyze platform usage. You can manage cookie preferences in your browser settings.
This policy may be updated periodically. We will notify you of significant changes through the platform or via email.
Cancellation Policy
We understand plans change. Our cancellation policy is designed to be fair to both customers and vendors while protecting everyone's time.
Free cancellation: Cancel more than 24 hours before your scheduled service for a full refund. The deposit is returned to your original payment method within 3-5 business days.
Late cancellation (12-24 hours before): A cancellation fee of 20% of the booking total may apply if a vendor has already been assigned. The remainder is refunded.
Very late cancellation (less than 12 hours before): A cancellation fee of up to 50% may apply. This compensates the vendor who reserved the time slot for your job.
No-show: If you are not available at the scheduled time and location without prior notice, no refund is issued. The vendor is compensated for their time and travel.
Vendor cancellation: If we or the vendor cancel your booking, you receive a full refund and priority rebooking. We will do our best to arrange same-day alternative service.
Quality issues: If you are unsatisfied with the quality of service delivered, contact support within 24 hours. We will arrange a redo, partial refund, or full refund depending on the assessment.
Recurring bookings: Individual sessions within a recurring plan can be rescheduled with 12 hours notice. Cancelling the entire recurring plan requires 7 days written notice.
Refunds are processed to the original payment method. Processing times vary by payment provider: credit cards (3-5 business days), PSE (5-7 business days), Nequi (1-2 business days).
