Cancellation and refund policy

1. Scope

This policy applies to orders placed with Cafelium SRL. If a signed quote or contract sets different terms, the signed document prevails.

2. Made-to-order NFB equipment

Equipment is built to each customer's specifications (make to order) and requires a 50% advance payment. If you cancel the order, the stage it has reached applies:

• Before the technical specification is approved and before we purchase materials: the advance payment is refunded, minus a 5% administrative fee and bank or transfer charges.
• With materials purchased or manufacturing started: we retain the documented costs incurred, up to 100% of the advance payment. Any remaining balance is refunded minus the 5% administrative fee and bank or transfer charges.
• Once the equipment passes FAT and is ready for EXW delivery: no refund. The defect warranty stated in the quote applies.

3. Right of withdrawal

Because the goods are built to the customer's specifications, the right of withdrawal does not apply to the extent permitted by applicable law (for example, the exception in article 47 of Colombian Law 1480 of 2011).

4. NOB subscriptions (SaaS)

• You can cancel at any time; cancellation takes effect at the end of the period already paid.
• There are no prorated refunds for periods already started.
• Duplicate or erroneous charges are refunded in full.

5. Separately quoted services

SAT testing, commissioning, on-site training and other services follow the cancellation terms in their quote.

6. How to request a cancellation or refund

Write to info@cafelium.com with your quote or order number. We will confirm the order stage and the amount to be refunded. Refunds are made through the same payment method within 30 calendar days of that confirmation.