3.1 Making a reservation

Reservations may be made through the channels provided by the Restaurant: the website www.elcielo.com.co, email, phone, and authorized third-party platforms.

The Restaurant may require a deposit prior to confirming the reservation; the Guest will be informed of this in advance. Unless otherwise stated, the deposit is redeemable toward services provided by the Restaurant.

A reservation is considered confirmed once the Guest receives written confirmation from the Restaurant.

3.2 Requirements

To make a reservation, the Guest must provide: full name, party size, preferred date and time, and a valid contact method, as well as pay any required deposit. For certain services and experiences, the Restaurant may request additional information needed to provide the service properly.

3.3 Changes by the Restaurant

The Restaurant reserves the right to reassign tables or adjust schedules for justified operational reasons, notifying the Guest as early as possible. If the change is not acceptable to the Guest, they may cancel without penalty and any deposit paid will be refunded.

3.4 Punctuality

The Restaurant will hold the reservation for a grace period of up to fifteen (15) minutes from the confirmed time. If the Guest has not arrived or communicated within that period, the Restaurant may release the reserved table and the Guest will forfeit any deposit paid. This is without prejudice to the cancellation and no-show policies described in Section 4.

4.1 Cancellations

The Guest may cancel their reservation at no cost by notifying the Restaurant at least seventy-two (72) hours before the reservation time through any available contact channel. However, any costs incurred by the Restaurant to process the refund will be borne by the Guest.

4.2 Late cancellations

Cancellations made less than seventy-two (72) hours before the reservation may be subject to a late cancellation fee equivalent to the menu price per confirmed guest, in cases where the Restaurant has expressly indicated this at the time of confirmation. Any applicable fee will be communicated to the Guest in the confirmation notice.

4.3 No-show or late arrival

In the event of a no-show or late arrival, the Guest may not exercise the right of withdrawal established under Article 47 of the Colombian Consumer Protection Statute. This is because, prior to the Guest's arrival, the Restaurant begins individualized preparations to deliver the highest level of service, which falls within the exceptions recognized by the same article of that law.

4.4 Special experiences and prepaid menus

For special dining experiences, themed events, or fixed-price menus that require prepayment or a guarantee, the specific cancellation and refund terms will be communicated to the Guest before confirmation. Once the reservation is confirmed under these conditions, the prepayment is non-refundable unless the cause is attributable to the Restaurant or constitutes a duly verified force majeure event.

In all such cases, no right of withdrawal applies, as these are events whose service begins at the moment the reservation is confirmed.

5.1 Payment methods

The Restaurant accepts the payment methods available at each location and communicated to guests. Cash, debit and credit cards, and electronic transfers are subject to availability at each establishment.

5.2 Pricing

Prices are those in effect at the time of service, as listed on the published menu or carte. The Restaurant reserves the right to adjust prices without prior notice, unless a fixed price was agreed upon at the time of reservation confirmation.

5.3 Taxes and gratuity

Prices include VAT where applicable under current tax regulations. Gratuity is voluntary and is not included in published prices. Delivery service, where available, will carry additional charges communicated in advance.

7.1 Access to the establishment

The Restaurant reserves the right of admission in accordance with Colombian law, without discrimination on grounds of race, sex, sexual orientation, religion, national origin, or any other category protected by law.

Guests will not be permitted to wear open-toe shoes, sleeveless undershirts, bermuda shorts, board shorts, sheer or see-through garments, or other informal attire that, in the judgment of the establishment's staff, does not meet the Restaurant's dress standards.

Guests are expected to behave respectfully toward Restaurant staff and fellow diners. The Restaurant may ask any person whose conduct disrupts order, safety, or the well-being of others to leave the premises, following evaluation by the manager or shift supervisor.

7.2 Prohibited conduct

The following are prohibited within the establishment:

• Consumption of illegal psychoactive substances.
• Bringing in food or beverages of any kind.
• Bringing in or using decorative items of any kind without prior authorization from staff.
• Misuse of the Restaurant's facilities, furniture, or equipment.

9.1 Restaurant's liability

The Restaurant is responsible for the quality and safety of the food and beverages served, and for the suitability of the service provided in accordance with the Company's standards and applicable health regulations.

The Restaurant is not liable for damage to or loss of personal belongings brought onto the premises by the Guest, unless those items were expressly handed over to staff for safekeeping.

9.2 Guest's liability

The Guest is responsible for the accuracy of the information provided at the time of reservation and during their visit, including any allergies or dietary conditions. The Restaurant will take reasonable precautions when a Guest discloses dietary restrictions, but cannot guarantee the complete absence of allergens in its preparations given the nature of the culinary process. Guests with severe allergies must communicate this explicitly before ordering.

The Guest will be held responsible for any damage caused to the Restaurant's premises, furniture, or equipment due to misuse.

9.3 Force majeure

The Restaurant is not liable for failure to fulfill its obligations when such failure results from force majeure or unforeseeable circumstances, including but not limited to: health emergencies, public order events, utility failures, or natural disasters. In these cases, the Restaurant will make reasonable efforts to contact the Guest to reschedule or, where that is not possible, to refund any deposits paid.

12.1 General

El Cielo Hospitality Group Colombia S.A.S. makes available to Guests the El Cielo mobile app (the "App"), available for download on iOS and Android. The App allows users to make reservations, browse the menu, access exclusive experiences, and participate in the loyalty program described in this section.

Use of the App is subject to these Terms and Conditions in their entirety, as well as the Restaurant's Personal Data Processing Policy. In the event of a conflict between the general provisions and those specific to this section, the provisions of this section will prevail with respect to use of the App and the loyalty program.

The Restaurant reserves the right to update, modify, suspend, or discontinue the App or any of its features at any time for technical or operational reasons, without incurring any liability to the user, except with regard to benefits already accrued under this section.

12.2 Requirements to use the App

To register and use the App, the user must:

• Be at least eighteen (18) years of age. The Restaurant will not permit registration by minors. By accepting these Terms, the user declares under their own responsibility that they meet this age requirement.
• Provide accurate, complete, and up-to-date information at the time of registration.
• Have a compatible mobile device and internet access. Connectivity costs are the sole responsibility of the user.
• Keep their login credentials confidential. The user is solely responsible for all activity carried out through their account.

12.3 Loyalty program — Earning stars

The El Cielo loyalty program operates on the following accrual system:

Only purchases made at the Restaurant's physical locations and through official digital channels linked to the App are eligible. The following do not count toward accrual:

• Gratuities.
• Unused deposits.
• Purchases made by third parties not associated with the user's account.
• Transactions made through third-party platforms not expressly authorized by the Restaurant.

Accrued stars have no monetary value, do not constitute currency, do not accrue interest, and are non-transferable under any circumstances.

12.4 Redeeming benefits

Accrued stars may be redeemed exclusively through the channels and under the conditions established in the promotions, offers, and benefits published in the App at the time of redemption. The Restaurant is not obligated to keep any particular promotion active for any specific period. Redemption is subject to the following conditions:

• App-only redemption: loyalty program benefits may only be redeemed through the offers presented in the App. Redemptions through any other channel are not accepted.
• Non-transferable: accrued stars and benefits are strictly personal and non-transferable. They may not be assigned, sold, gifted, or passed to another user or account under any circumstances.
• Subject to availability: all benefits and promotions available for redemption are subject to availability. The Restaurant does not guarantee the availability of any specific benefit at any given time.
• No cash equivalent: accrued stars and benefits cannot be exchanged for cash, bank transfers, monetary credits, or any other financial equivalent under any circumstances.
• Expiration: accrued stars will expire according to the terms communicated by the Restaurant in the App. Expired stars cannot be reinstated or compensated.
• Program modifications: the Restaurant reserves the right to modify the loyalty program's terms, including the accrual rate, redemption conditions, and star validity, with at least fifteen (15) days' advance notice published in the App.

12.5 Account suspension or cancellation by the Restaurant

The Restaurant may suspend or cancel a user's App account, with forfeiture of all accrued benefits, in the following cases:

• Fraudulent or irregular use of the loyalty program.
• Breach of these Terms and Conditions.
• Providing false information at registration or during use of the App.
• Conduct contrary to good faith or public order.

In cases of verified fraud, the Restaurant may also pursue any applicable legal action.