Terms and Conditions

Part I

General terms

They apply to the whole site: browsing, accounts, fan clubs and content.

1.Who we are

Monsaent is a Colombian artist management, booking and business management agency. It runs the website beta.monsaent.com, its artists' fan clubs and the official stores hosted on the site.

In these terms, "Monsaent", "we", "us" and "our" refer to Monsaent; "you" and "user" refer to anyone who visits the site, creates an account, joins a fan club or buys from a store.

Company details

Trade name: Monsaent Management
Email: [email protected]
Phone and WhatsApp: (57) 318 716 2062
Website: beta.monsaent.com

2.Accepting these terms

By browsing the site, creating an account, joining a fan club or placing an order, you accept these terms. If you don't agree with them, please don't use the site.

You accept them electronically, by ticking the corresponding box or by going ahead with the action, and that acceptance is fully valid under Colombian Law 527 of 1999.

Part II sets out the conditions that apply to purchases. Where Part II differs from Part I, Part II governs purchases.

3.What Monsaent offers

On the site you can discover the artists we represent and their releases, tours and events; contact the team about bookings and management services; join fan clubs and buy official merchandise.

Information about services, reference fees and artist availability is for guidance only and is not a binding offer. Each booking, management or business management engagement is governed by the contract signed for it.

Event and tour dates, venues and line-ups are set by their organizers and may change. When an event links to a ticket sale, that sale is made by a third party under its own conditions: claims about tickets, postponements or cancellations should be addressed to whoever sold them.

4.Your account

You don't need an account to buy: you can check out as a guest. With an account you save your shipping details and see your fan clubs and points.

You can sign up with your email and a password, or with your Google account.
You must provide accurate information and keep it up to date. Your email identifies you and is where your receipts are sent.
You are responsible for keeping your password safe and for what is done with your session. If you think someone has accessed your account, change your password and contact us.
To create an account or buy, you must be of legal age or have the permission of your parent or legal guardian.

We may suspend or close an account that breaches these terms, is used to commit fraud or impersonates someone else. You can ask us to close yours at any time by writing to [email protected].

5.Fan clubs and collector points

Each artist may have a fan club. When you join, you give us your email, your country and, if you wish, your mobile number, and you agree to receive news, releases, presales and other communications from that artist and from Monsaent. You can leave at any time from your account or by writing to us.

Being a fan may give you access to exclusive or early-access products in the artist's store. To buy them, the order email must be the same one you used to join the club.

Paid purchases earn collector points in the artist's club, and the points you collect move you up through the levels. About points:

They are not money: they can't be exchanged for cash, don't earn interest and can't be sold or transferred to anyone else.
They are only valid in the artist's club where they were earned.
If an order is cancelled, withdrawn or refunded, the points it earned are deducted.
Each club sets its own benefits, levels, redemption and point expiry rules, and these may change. Any benefit with special conditions comes with them.
We may cancel points obtained by mistake, fraud or abuse.

6.Intellectual property

The trademarks, logos, stage names, photographs, videos, music, designs and texts on the site belong to Monsaent, its artists or third parties who have authorized us to use them, and are protected by copyright and industrial property law.

You may view them and share them with links to the site. Photos offered for download in the gallery may be used for personal, press or artist promotion purposes, always with proper credit. Any other use, especially commercial use (reproducing, modifying, selling or printing the material or the trademarks), requires our prior written permission.

Buying a product gives you no rights over the trademarks or works it carries.

7.Use of the site

By using the site you agree not to:

Use it for illegal purposes, to deceive other people or to impersonate someone.
Try to access accounts, systems or areas you are not allowed into, or probe or breach their security.
Scrape data automatically, overload the site or interfere with how it works.
Buy to resell to the detriment of fans, use different details to get around purchase limits, or abuse coupons and promotions.
Post or send content that is offensive, discriminatory or infringes the rights of others.

If we detect any of these uses, we may cancel orders (refunding what was paid where applicable), void coupons or points and suspend accounts, without prejudice to any legal action that may apply.

8.Third-party services

The site uses and links to third-party services: the Wompi and Mercado Pago payment gateways, Google sign-in, the Spotify and YouTube players, maps, carriers and WhatsApp, among others. Each has its own terms and privacy policies, and we are not responsible for their content or how they work.

Monsaent never receives or stores your card details: payment is made directly on the gateway.

9.Personal data

We process your personal data in accordance with Colombian Law 1581 of 2012 and its regulations. We use it to manage your account, your purchases and deliveries and your fan clubs, to handle your requests and, if you agreed, to send you communications from the artists and from Monsaent.

We share with the artist's store the data needed to prepare and deliver your order, and with the payment gateway and the carrier what each needs to do its part. We don't sell your data.

The site only stores in your browser what it needs to work: your language, your session and your cart. We don't use tracking cookies or store your IP address to measure visits. The Spotify and YouTube players may use their own cookies when you play them.

You can access, update and correct your data, ask us to delete it or withdraw your consent by writing to [email protected]. Some purchase data must be kept to meet legal and accounting obligations.

10.Availability and liability

We work to keep the site always available and its information accurate, but there may be interruptions due to maintenance, technical failures or causes beyond our control, as well as errors in texts or images. When we find an error, we will fix it; if it affects an order, we will contact you before going ahead.

To the extent permitted by law, Monsaent is not liable for damage caused by misuse of the site, by third-party services or by force majeure. Nothing in this limits your rights under the Colombian Consumer Protection Statute (Law 1480 of 2011).

11.Changes to these terms

We may update these terms to reflect changes to the site, our services or the law. The date of the latest update is shown at the top of this page. Changes apply from publication and do not affect orders already placed, which are governed by the terms in force when you bought.

12.Governing law and complaints

These terms are governed by the laws of the Republic of Colombia. Before taking any other route, write to us: almost everything can be solved by talking.

As a consumer, you can also go to the Superintendency of Industry and Commerce (SIC), Colombia's consumer protection authority, or to the competent courts.

These terms are also published in Spanish. If the two versions differ, the Spanish version prevails.

13.Contact

For any question, request or complaint about these terms, write to us at [email protected] or on WhatsApp at (57) 318 716 2062. We reply on business days, during Colombian office hours.

Part II

Official store

The conditions for buying from the artists' official stores: prices, payments, shipping, right of withdrawal, refunds and warranty. They add to Part I and to the Colombian Consumer Protection Statute (Law 1480 of 2011), which always prevails.

Time frames at a glance

How long you have to make each request and how long we take to answer. Each one is explained in detail below.

Right of withdrawal
When to request it
Up to 5 business days after delivery.
Our response
Instructions within 2 business days. Product inspection within 5 business days of receiving it.
Refund of your money
Within 30 calendar days of your request at most.
Damaged, wrong or incomplete product
When to request it
Up to 5 business days after delivery.
Our response
Acknowledgement within 2 business days. Full answer within 10 business days.
Refund of your money
Refund issued within 5 business days of approval.
Manufacturing defect (warranty)
When to request it
While the warranty lasts: 1 year from delivery unless the product states another term.
Our response
Acknowledgement within 2 business days. Full answer within 10 business days.
Refund of your money
Product replacement or refund issued within 5 business days of approval.
Order that never arrives
When to request it
After 30 calendar days from purchase, or the date stated on the product.
Our response
Full answer within 10 business days.
Refund of your money
Within 30 calendar days of your request at most.
Order declined by the store
When to request it
You don't need to request it.
Our response
We let you know by email.
Refund of your money
Refund issued within 5 business days.

Business days: Monday to Friday, excluding Colombian public holidays. Once a refund is issued, how long it takes to show up in your account depends on your bank and the payment gateway.

14.How the stores work

Each artist has an official store within Monsaent. Each order is placed with a single artist's store: that is why the cart holds products from one artist at a time, and payment is received by that store's payment gateway.

In this part, "the store" means the official store you ordered from, and "we", Monsaent and that store. Monsaent is your point of contact for any request about an order: [email protected].

15.Products, prices and availability

Prices are in Colombian pesos (COP) and include any applicable taxes. Before paying you see the order total, including the service fee if the store charges one.
The price you pay is the one shown when you confirm the order. Sale prices apply while advertised or while stocks last.
Shipping is not included in the total you pay on the website: the store tells you the cost when arranging delivery.
Photos show the actual product, but colors may look slightly different on your screen. Check the description, size and color before buying.
Stock is limited. Adding a product to the cart doesn't hold it: it is only held when you go to payment.

Some products have special conditions:

Coming soon: you can see them before launch, but they can only be bought from the date and time shown on their countdown (Colombia time).
Fans first: for a period, only fans registered in the artist's club can buy them.
Fans only: only fans in the artist's club can buy them.

16.Coupons and promotions

They are applied in the cart before paying and are only valid in the store that issued them.
Each coupon has its own conditions: validity, number of uses, minimum purchase or being for fans only. If they aren't met, the coupon doesn't apply.
One coupon per order. A coupon is not money: it can't be exchanged for cash.
If an order with a coupon is refunded, you get back what you actually paid, not the value of the discount.

17.How a purchase works

You add products to the cart, apply your coupon if you have one and enter your contact and shipping details. You can buy with your account or as a guest.
You review the order summary, accept these terms and go to payment.
When you go to payment, we hold your products for 10 minutes. If you don't complete payment in that time, they are released and the order lapses, with no charge.
When the gateway approves the payment, the order is confirmed and you get an email with its reference, which starts with MNST-. Keep it: we will ask for it in any request.

Payments. They are made on the Wompi or Mercado Pago gateways, with the methods each one offers. If a payment is declined, no charge is made and you can try again.

WhatsApp orders. Some stores sell through WhatsApp. In that case the order is placed as a reservation and the store contacts you to arrange payment; it is confirmed once payment is received. If it isn't paid within the time the store tells you, the reservation may be cancelled.

Orders the store can't fulfil. The store may decline an order that has already been paid if a product sold out or something prevents delivery, such as an address that can't be shipped to. We let you know by email and refund what you paid for whatever can't be delivered, as explained in How we refund your money.

18.Preparation, shipping and delivery

After payment, the store prepares your order and gets in touch to arrange shipping. Every status change reaches you by email:

Paid: we received your payment.
Preparing: the store is getting your products ready.
Packed: the order is ready to go.
On its way: a carrier is delivering it, with a tracking number, or the store's own courier.
Delivered: the order reached the address given.

You agree the shipping cost and method with the store. Delivery times are estimates and depend on the destination and the carrier. Unless the product states another date, the maximum delivery time is 30 calendar days from purchase; if it is exceeded, you can ask us to cancel the order and refund your money.

Check that your address and phone number are correct: if the order can't be delivered because of wrong details or because nobody receives it, the new shipment is at your expense.

Check the package when it arrives. If it arrives open, wet or dented, take photos before opening it, report it to whoever delivers it if possible and write to us within the following 5 business days.

19.Right of withdrawal

Because you bought remotely, you can withdraw from the purchase (return the product and get your money back) without giving a reason, within 5 business days after delivery, as provided in article 47 of Colombian Law 1480 of 2011.

Condition for withdrawal: the product must be returned in its same original packaging, unopened and unused, with its tags, seals and everything it came with. When we receive it we inspect its condition and, if it meets this condition, we process the withdrawal.

How to exercise it:

Write to us at [email protected] within 5 business days after delivery, with the order reference and the products you want to return.
Within 2 business days at most, we confirm your request and tell you where and how to send the product.
You send the product in its unopened packaging. As provided by law, the cost of this return is at your expense. Use a tracked shipment and keep the tracking number.
Once we receive it, we inspect the packaging and the product within 5 business days at most and let you know the result.
If the inspection is satisfactory, we refund everything you paid for the returned products, with no deductions or withholdings, within 30 calendar days at most from your withdrawal request.

If the inspection shows that the packaging was opened, or that the product was used, is incomplete or has damage not caused by the store, the withdrawal does not apply. We send you the inspection photos and return the product to you; that shipment is at your expense.

The right of withdrawal does not apply to:

Personalized products or products made to your specifications, for example with your name or a dedication.
Perishable products, or products that by their nature can't be returned or deteriorate quickly.
Digital content or download codes already delivered.

Got the wrong size or product? If the packaging is still unopened, you can use the right of withdrawal and place a new order.

20.Refunds for problems with your order

If something went wrong with your order, you can request a refund when:

The product arrived damaged or with a manufacturing defect.
You received a different product, size or color from the one you ordered, or the order arrived incomplete.
The order did not arrive within the delivery period.

To process a refund we need: the order reference and the email you bought with; the reason, explained (what happened and what solution you are asking for); and clear photos of the product: the whole product, a close-up of the damage, defect or difference, the packaging inside and out, and the shipping label or tracking slip. A video helps too, if useful. Photos are not required when the order never arrived.

Without the reason and the photos we can't review the request. If anything is missing we'll ask for it, and response times count from when the request is complete.

Write to us at [email protected]. Report shipping damage, wrong products and incomplete orders within 5 business days after delivery; manufacturing defects, while the warranty lasts.
Within 2 business days at most, we confirm we received your request.
Within 10 business days at most from when the request is complete, we give you a full answer. We may ask you to send the product back for inspection: in that case, we pay for shipping.
If approved, we offer to replace the product with an identical one or refund your money. The refund is issued within 5 business days at most from approval.

Keep the product, its packaging and its tags until we close the request.

Refunds do not cover normal wear and tear, damage from misuse or from washing or care other than as instructed, modifications made to the product or damage that occurred after delivery. If you changed your mind, what applies is the right of withdrawal, with the packaging unopened.

21.How we refund your money

The money goes back to the same method you paid with: the gateway returns it to your card or account.
If you paid through WhatsApp, by bank transfer or in cash, we transfer it to an account in your name that you give us.
If the store declines your order because a product sold out or because of a problem with the order, you don't need to ask: we let you know by email and issue the refund within 5 business days at most.
A partial refund returns what you paid for the affected products, after any discounts applied.
How long the money takes to show up in your account depends on your bank and the gateway: with a credit card, it may appear on your next statement.
When an order is refunded, the collector points it earned are deducted.

22.Legal warranty

All products carry the legal warranty established by Colombian Law 1480 of 2011: the store is responsible for their quality, fitness for purpose, safety and good condition. Unless the product states another term, the warranty lasts one year from delivery.

To claim it, follow the refund procedure, with the reason and the photos, and with the same response times. Depending on the case, the product is replaced with an identical one or your money is refunded.

The warranty does not cover normal wear and tear, misuse or damage caused by not following the product's care instructions.

23.Payment reversal

If you paid by credit card, debit card or another electronic payment method, you can request a payment reversal, as provided in article 51 of Colombian Law 1480 of 2011, when:

You were the victim of fraud or did not make the transaction.
You did not receive the product.
The product you received is not the one you ordered or is defective.

You must file the complaint with us at [email protected] within 5 business days of the date you learned of the fraud or of the transaction you didn't make, or on which you received or should have received the product, and notify the issuer of your payment method within the same period. If the product has already arrived, you must return it in the same condition you received it.