Terms and Conditions

Last updated: October 22, 2026

1. Purpose and Scope

These Terms and Conditions govern access to and use of the website casonancestral.com (hereinafter, "the website"), owned by ANCESTRAL COCINA TRADICIONAL CONTEMPORÁNEA E.I.R.L., with RUC N.° 20605269096 and registered address at Av. Atusparia 327, Huaraz, Ancash (hereinafter, "the Restaurant"), operating under the commercial name Casona Ancestral in the city of Huaraz, department of Áncash, Peru.

The website provides informative content and additionally enables the submission of reservation requests, general inquiries, employment applications, and the filing of claims and complaints through the virtual Libro de Reclamaciones.

2. Acceptance

Accessing and using the website confers user status and implies full and unreserved acceptance of these Terms and Conditions. If the user does not agree with any of these provisions, they must refrain from using the website.

3. Contact and Identification

For any questions or communications regarding the website, the user may contact the Restaurant by email at admin@casonancestral.com or by telephone at +51 927 627 423.

4. Terms of Use

The user undertakes to use the website in compliance with the law, public order, and these Terms and Conditions. Specifically, the user undertakes to:

  • Provide truthful and accurate information across all submitted forms.
  • Refrain from using the website for fraudulent, unlawful purposes, or to impersonate third parties.
  • Refrain from actions that may damage, disable, overload, or compromise the security of the website and its systems.

5. Table Reservations

Submitting the online booking form constitutes a reservation request, not an automatically confirmed booking. A reservation is confirmed solely when authorized Restaurant staff expressly communicates confirmation to the user via WhatsApp or email.

The Restaurant holds reserved tables for a courtesy grace period of ten (10) minutes past the agreed time. Once that period elapses without arrival or prior communication from the user, the reservation may be released for other guests.

For large group bookings or special private events, the Restaurant may request a deposit or guarantee of 50%, with specific terms coordinated directly with an authorized advisor. The website does not process payments or online deposits.

6. Menus, Pricing, and Availability

Dishes, beverages, and prices displayed on the website are strictly referential and subject to seasonal market availability. Published photographs are for illustrative purposes; dish presentation may differ. The final applicable price is the one stated on the physical menu in effect at the premises at the time of consumption.

7. Intellectual Property

Photographs, texts, logos, brand assets, and the trade name Casona Ancestral are property of ANCESTRAL COCINA TRADICIONAL CONTEMPORÁNEA E.I.R.L. or its licensors. Any reproduction, distribution, or commercial exploitation without prior written consent is strictly prohibited.

8. Third-Party Links

The website provides links to third-party services (WhatsApp, social media platforms, and Google Maps). These services operate under their own respective terms and privacy policies, over which the Restaurant exercises no control nor assumes liability.

9. Website Availability

The Restaurant endeavors to maintain continuous website availability without implying a guarantee of uninterrupted service. The Restaurant is not liable for temporary service interruptions due to maintenance or external technical factors.

10. Virtual Complaints Book (Libro de Reclamaciones)

Pursuant to the Código de Protección y Defensa del Consumidor (Ley N.° 29571) and the Reglamento del Libro de Reclamaciones (Decreto Supremo N.° 011-2011-PCM, amended by D.S. N.° 006-2014-PCM), the Restaurant makes available to its guests the Libro de Reclamaciones in virtual format on this website at the Libro de Reclamaciones section, as well as in physical format at its commercial premises located at Av. Atusparia 327, Huaraz, Ancash. In compliance with Article 9 of D.S. N.° 011-2011-PCM, the premises visibly displays the official Aviso del Libro de Reclamaciones.

Operation of the virtual Libro de Reclamaciones is governed by the following mandatory conditions:

  • Free and unconditional filing: Access to and filing in the Libro de Reclamaciones is entirely free and unrestricted. In no event is filing a claim or complaint conditioned on prior payment of a bill, consumption, or penalty fee.
  • Correlative code and immediate digital receipt: Upon submission, the system automatically generates a unique correlative filing code structured as REC-YYYY-NNNNN (e.g., REC-2026-00001). The consumer receives an immediate official digital receipt on screen that is printable or savable as PDF through the browser, and the system dispatches an informative copy to the provided email address.
  • Difference between Reclamo (Claim) and Queja (Complaint):
    • Reclamo: Expression of consumer dissatisfaction directly related to the goods or services provided at the establishment (food quality, beverages, billing discrepancies, or breach of offered terms).
    • Queja: Expression of customer dissatisfaction regarding customer service provided by Restaurant personnel, without directly relating to the purchased goods or services.
  • Legal response deadline (Ley N.° 31435): Under Ley N.° 31435, the maximum legal deadline to address and formally respond to claims and complaints is fifteen (15) non-extendable business days, counted from the business day following submission.
  • Business day computation by administrative staff: Deadlines are computed strictly on Peruvian business days (excluding Saturdays, Sundays, national holidays, or non-working days decreed in Huaraz). Visual badges and reminders in the system are internal operational aids and do not replace manual business day computation by authorized staff.
  • Reasoned response by email: The Restaurant will issue a reasoned, written response addressing the facts and specific request, which will be formally delivered to the email address indicated on the complaint sheet.
  • Technical scope of email notifications: System dispatches marked as "Aceptado por Resend" (or accepted by the email delivery service) exclusively verify that the transmission order was validated and accepted by the email provider's technical infrastructure, but do not constitute confirmation or warranty that the message was delivered to the inbox or read by the recipient, as final delivery depends on recipient mail servers.
  • Autonomy and non-prejudice: Filing a claim or complaint does not restrict or condition the consumer's right to pursue other dispute resolution avenues, nor is it a prerequisite for filing a complaint before INDECOPI (Instituto Nacional de Defensa de la Competencia y de la Protección de la Propiedad Intelectual) or legal action in court.

11. Personal Data Protection

Processing of personal data collected through the website is governed by the Política de Privacidad, which forms an integral part of these Terms and Conditions and complies with Ley N.° 29733 and Decreto Supremo N.° 016-2024-JUS.

12. Modifications

The Restaurant reserves the right to modify these Terms and Conditions to reflect regulatory updates or changes in services. The date in the header indicates the current effective version.

13. Applicable Law and Jurisdiction

These Terms and Conditions are governed by the laws of the Republic of Peru. For any dispute arising from their interpretation or enforcement, the parties submit to the jurisdiction of the competent courts of the judicial district of Áncash.

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