Bookings, Deposits and Cancellations Policy

Procedure, Recommendations and Rules for the Coordination of Bookings, Deposits and the Management of Cancellations

Reservations, Deposits and Cancellations Policy — Katrina Elite

Effective date: [16/10/2025]

Introduction and scope

This policy governs recommended practices and the procedures that apply to the management of booking requests, the use of deposits/advances and the conditions for cancellation or rescheduling of bookings coordinated through Katrina Elite. Katrina Elite acts as a facilitating and coordinating platform: we publish profiles, verify when appropriate and support communication between client and model. Unless expressly and documentarily agreed otherwise, financial arrangements (amounts, deposits and refunds) are negotiated and managed directly between the model and the client. This policy sets standard guidelines and recommendations that both parties may adopt and that the Agency will promote as best practices.

1. Definitions

• • Reservation: temporary agreement between client and model for a service at a specified date and time.
  • Deposit/advance: monetary amount delivered in advance of service provision to secure the booking.
  • No‑show: unjustified non‑appearance of the client or model at the agreed time and place.
  • Rescheduling: change of date or time of a previously agreed booking.
  • Virtual service: session provided remotely (webcam, video call, content delivery) subject to particular conditions.

2. Proposal and confirmation of booking (recommended flow)

• • Request: The client requests the booking through the available channels (WhatsApp, form, chatbot, email).
  • Proposal: The Agency facilitates contact and, where appropriate, presents the model’s proposal with availability and general conditions.
  • Negotiation: Model and client agree on duration, place (hotel or residence), specific services, safety requirements and any additional conditions.
  • Provisional confirmation: It is recommended to document in writing (message, email or chat) the agreed terms (date/time, place, rate and deposit).
  • Deposit: If a deposit is agreed, the client must send it to the model or via the method agreed by the parties within the agreed timeframe.
  • Final confirmation: Once the deposit is received (if applicable) and the terms are accepted by all parties, the booking is considered confirmed.

3. No‑shows, delays and waiting time

• • No‑show by the client: unless otherwise agreed, the deposit is forfeited if the client does not appear at the agreed time and place without notice.
  • No‑show by the model: if the model does not appear, she must refund the full deposit and the Agency will mediate to resolve the situation.
  • Delays: it is recommended to agree on a tolerance period (for example 15–30 minutes). If the delay exceeds the agreed time, the affected party may consider the session shortened or apply the cancellation policy based on the remaining time.

4. Virtual sessions (webcam / content delivery)

• • Confirmation and payment: for virtual sessions requiring prepayment, it is recommended that the fee be confirmed and paid before the session.
  • Recording and distribution: recording, downloading or distribution of the session by the client is prohibited without the model’s express written authorization. If the model detects unauthorized recording, she may interrupt the session and demand deletion of the material; the Agency will cooperate in managing the incident.
  • Technical failure: if the session cannot take place due to technical problems, reprogramming or proportional refund will be offered according to the parties’ agreement.

5. Deposits managed by the Agency (if the service is offered)

If in any instance Katrina Elite acts as custodian or processor of the deposit, this will be clearly communicated in advance, specifying the method, applicable fees and refund conditions. In such cases, the Agency will hold the advance securely and will release it to the model or refund it in accordance with the cancellation agreement approved by both parties.

6. Evidence and documentation in case of dispute

• • In the event of a dispute regarding attendance, cancellation or refund, both parties should provide evidence (messages, payment receipts, hotel check‑in photos/signatures, call logs) to facilitate mediation.
  • Deadline to claim: claims arising from a booking must be submitted in writing to Katrina Elite at privacidad@katrinaelite.com within a maximum of 15 business days from the date of the service. The Agency will mediate and request evidence from both parties.

7. Force majeure and justified causes

In cases of force majeure (extreme weather events, health emergencies, legal restrictions or quarantines), the parties must communicate immediately. Rescheduling will be prioritised; if not viable, a full or partial refund of the deposit will be agreed according to the cause and expenses incurred.

8. Cancellations for safety or legal reasons

If there is verified suspicion of illegal activity, exploitation or risk to safety, the Agency may suspend the booking and remove profiles where appropriate, and must inform the competent authorities. In such cases, the treatment of the deposit will be governed by the outcome of the investigation and by what the parties agree or what the authorities determine.

9. Specific conditions for mixed services or third‑party events

For events organised with third parties (venues, private parties, agencies), the client and the model must clearly agree on responsibility for additional expenses, event cancellations or extraordinary conditions. It is recommended to sign an agreement or send a confirming message documenting the obligations.

10. Mediation and dispute resolution procedure

• • The Agency offers a mediation service for disputes arising from bookings coordinated through the Platform. To initiate mediation, submit the claim in writing to privacidad@katrinaelite.com with the necessary details and evidence.
  • Resolution timeframe: the Agency will endeavour to propose a solution within 15–30 business days, depending on complexity.
  • If mediation is insufficient, the parties may resort to legal mechanisms available in Colombia. Colombian legislation (including the Consumer Protection Statute where applicable) shall apply.

11. Practical recommendations and good practices

• • Documentation: always confirm booking terms in writing (message or email).
  • Transparency: agree in advance on included services, schedules, exact location, deposit policy and cancellation terms.
  • Security: avoid paying advances to anonymous accounts or cash without a receipt; use traceable payment methods.
  • Confidentiality: respect privacy and do not share images or messages related to the engagement without consent.

12. Limitation of liability of Katrina Elite

Katrina Elite facilitates coordination and mediation, but does not assume responsibility for the contractual obligations between model and client (for example: provision of the service, service quality, payments or refunds), except where the Agency has expressly acted as a payment manager or under a specific contract. In cases where the Agency manages deposits, the terms and limitations will be clearly stated prior to acceptance.

13. Policy changes

Katrina Elite may update this Policy to adapt to operational practices, feedback or legal requirements. Future versions will be published with an effective date. Continued use after publication will constitute acceptance of the changes.

14. Contact for incidents and claims

For questions, claims or management of cancellations:

• • • Email: privacidad@katrinaelite.com
    • Phone/WhatsApp: +57 (316) 040-7830
    • Operations center: Bogotá, Colombia