[Only Colombia] What can I do in the case of fraud, an unauthorized purchase or a purchase not received?

If a purchase was made through our website, the LATAM App or a Contact Center, with bank cards (debit, credit or other) and any of the following cases occurred:

• I was the victim of fraud.
• My cards were used without my authorization.
• I did not receive the product or service that I paid for.

You may request a refund up to 5 business days after receiving the notice. To do so, you will have to:

• Create a case at our Help Center.
• Wait for us to send a case confirmation to your email.
• With this, you can notify your bank. Your bank should send the refund within 15 business days at most from the time the request was submitted.