Terms and conditions of use

This is an English translation for convenience. If there is any difference, the Spanish version prevails.

1. What Fluvi is and who offers it

Fluvi is a platform for discovering and booking in-person wellness classes and services in Bogotá, such as yoga, pilates, functional training or sauna, paid with credits. It is offered by Fluvi, in Bogotá, Colombia. For anything about these Terms, write to hola@fluvi.fit.

Fluvi connects people with independent providers: studios, gyms and centers that deliver the service at their own locations. Fluvi does not deliver the classes.

By creating your account and checking the acceptance box, you accept these Terms and the Privacy policy. If you do not agree, do not use Fluvi.

2. Your account

• Age. To use Fluvi you must be of legal age. When you create your account you confirm it in the same box where you accept these Terms.
• One account per person. It is personal and non-transferable. The information you give must be true.
• Security. Take care of your password. If you think someone got into your account, change it and write to us.
• Deleting it. You can delete your account whenever you want from Profile, in Delete my account. Before deleting it, the app shows you what you lose and asks you to confirm it expressly: your unused credits are lost, your upcoming bookings are cancelled under the cancellation rule in section 4, and your company's credits that you did not use go back to your company. This cannot be undone. The steps are in Delete your account, and what is deleted and what is kept, in the Privacy policy.

3. Credits

• What they are. Credits are how you pay for classes in Fluvi. Each class costs a number of credits that you see before booking, and the same class can cost a different amount depending on the day and time.
• How you buy them. You add them whenever you want in the app, with Add credits, at the price you see before you confirm. There are no plans or monthly fees. Fluvi does not receive or store your card details. While the app shows the Test payment notice, the purchase charges nothing.
• What they are not. They are not money or a deposit. They cannot be passed to another person, and they only work for in-person services within Fluvi.
• Expiry. The credits you buy have no expiry date. Credits a company gives you do expire (section 5).
• Where you see them. In Credits, which you open from Today or Profile, you see how many you have available, how many are set aside for bookings you have not used yet, and a record of every movement.
• Refunds. If you want to ask for a refund of a purchase, write to hola@fluvi.fit from your account's email.

4. Bookings, cancellations and no-shows

When you book, the credits for the class are set aside until you go. When you arrive, you open your check-in in the app: the place scans your QR code or, if they cannot scan it, you read them the code. You can check in from 30 minutes before the class. With the check-in, the credits set aside are used.

Before you confirm a cancellation, the app tells you what happens to your credits.

The place waits for you 10 minutes after the start time for classes shorter than one hour, and 15 minutes for classes of one hour or more. After that, the booking is marked as missed. Each location may have its own entry rules, which you see on its page.

5. Credits from your company

Your company can give you credits as a benefit. You see them in the app and you only use them if you accept them, with Accept and use.

• Who gives them. Your company assigns them. In Credits they show apart from your own, with their expiry date.
• How they are used. When you book, you pay with your company's credits first, if they cover the whole class. If you have credits from several companies, the ones that expire first are used. If they do not cover it, the class is paid with your own credits. Each class is paid from a single source, and the app tells you which one before you confirm.
• Cancellations. If you cancel a class paid with your company's credits, they go back to your credits from that company, under the same rules as section 4.
• Expiry. They expire with your company's contract with Fluvi: after that date they cannot be used.
• If you no longer have the benefit. If your company removes you from the benefit or you delete your account, the company credits you did not use go back to your company.
• What your company sees. It knows whom it invited and how many credits it assigned to each person. About how they are used, it only sees totals for its team. A number that speaks about people, such as how many use the benefit, is only shown if it covers at least 5. It never sees which class you go to, when or where.

6. Providers and reviews

• Who delivers the service. Each class is delivered by an independent provider, at its location and under its responsibility: the quality of the service, the facilities, safety and the qualifications of its instructors.
• How they get to Fluvi. Providers do not publish themselves: the Fluvi team onboards each one before it appears in the app.
• If something goes wrong. Write to hola@fluvi.fit. We help you sort it out with the provider and, where it applies, we give you back the credits for that class.
• Reviews. After a class you attended you can rate it once. Your review must be honest and about your experience. It is published without your name: the provider and other people see the rating, the text and the date. Fluvi may hide offensive or false reviews.

7. The coach

• What it is. An artificial intelligence assistant that helps you find classes and keep up your wellness habits. You only use it if you give your authorization, and you can withdraw it whenever you want from Profile.
• What it is not. It guides you, but it is not medical advice and does not replace a health professional. It is not a doctor, a nutritionist or a psychologist, and it does not give diagnoses or treatments. Before starting a new physical activity, especially if you have a health condition, see a professional.
• In an emergency. Do not use the coach: call the emergency line 123.
• Its answers. They are written by an artificial intelligence model from an external provider, Anthropic, and they can be wrong. What that provider receives is in section 5 of the Privacy policy. You have the final say on what you do: the coach suggests classes, but it never books for you.

8. Acceptable use

By using Fluvi you agree not to:

• Use another person's account or share yours.
• Resell credits or bookings.
• Write false, offensive or paid reviews.
• Mistreat the staff at the locations or other users.
• Try to break Fluvi's security or use the platform in an automated way.

If you breach these Terms, Fluvi may suspend or close your account. We let you know first and explain why, unless the case is serious or the law requires otherwise.

9. Responsibility, changes and governing law

• Responsibility. Fluvi is responsible for how the platform works and for handling your credits. Each provider is responsible for the service it delivers.
• Availability. We work to keep Fluvi available at all times, but there may be interruptions for maintenance or failures.
• Changes. If we change these Terms in an important way, we let you know in the app and ask you to accept them again before you continue. Each version carries its date.
• Governing law. These Terms are governed by Colombian law. As a consumer you can turn to the Superintendence of Industry and Commerce (Superintendencia de Industria y Comercio).
• Contact. hola@fluvi.fit.