TERMS AND CONDITIONS
- The hiring of any membership plan from CENTINELA by T.C.C. Group (hereinafter "the Provider") implies the total and unconditional acceptance of these terms by the client. This document regulates the commercial relationship between the Provider and the Client for the provision of preventive maintenance services in Playa del Carmen, Quintana Roo, Mexico.
- Section 1 - Definitions
- 1.1 Provider: CENTINELA by T.C.C. Group, service provider.
- 1.2 Client: individual or legal entity that hires any membership plan.
- 1.3 Membership: contract for the provision of preventive maintenance services with monthly or quarterly validity.
- 1.4 Shift: 4 continuous hours of work performed by a crew of 3 workers (1 lead technician + 2 assistants).
- 1.5 Minor consumables: low-cost materials included in the membership, with strict definitions and limits in Section 5.
- 1.6 Extra work: service outside the scope of the membership, quoted and billed separately.
- 1.7 Diagnosis: technical evaluation of the general condition of the property, included in all plans according to their frequency.
- Section 2 - Plans, prices, and scope
- The Provider offers three differentiated plans:
- By contracting any membership plan from CENTINELA by T.C.C. Group — whether through payment, written confirmation, WhatsApp message, or email — the Client declares that they have read, understood, and fully accepted these terms, expressly including the no refund policy (Section 4) and the definition of minor consumables (Section 5).
- This agreement of terms and conditions aims to protect our members, directing efforts towards a clear policy and good practices. For any questions, you can contact the company's email info@centinela.com and we will gladly attend to your request.
| Concept | Essential Prop | Premium Commerce | Signature Industry |
|---|---|---|---|
| Monthly price + VAT | $3,900 MXN | $8,400 MXN | $16,500 MXN |
| Launch price (–10%) | $3,510 MXN | $7,560 MXN | $14,850 MXN |
| Shifts included / month | 1 shift (4 hrs) | 2 shifts (8 hrs) | 3 shifts (12 hrs) |
| Technical diagnosis | Quarterly | Bi-monthly | Monthly |
| Emergency response | Max. 24 hrs | Max. 12 hrs | Max. 6 hrs |
| Discount on extras | 10% | 12% | 15% |
| Assigned supervisor | No | No | Yes |
What each plan includes and does not include
Includes: labor of the crew during the shift · minor consumables (see Section 5) · tools owned by the Provider · technical diagnosis according to the frequency of the plan · photographic report of each visit.
Does not include: construction materials, spare parts, electrical components, pipes, paints, industrial adhesives or any significant cost supplies · work that requires construction permits · tasks that cannot be completed within the shift time. All of the above will be quoted as Extra Work.
Section 3 - Hiring and validity
3.1 The membership is valid monthly. The launch price applies exclusively to quarterly contracts paid in advance.
3.2 The contract is perfected from the moment the Client makes the payment or confirms in writing (including WhatsApp or email) their intention to contract, in accordance with the Art. 56 of the LFPC.
3.3 The membership renews automatically, unless cancellation notice is given at least 15 calendar days in advance of the renewal date.
3.4 Unused slots within the calendar month are not accumulable or transferable to the following period.
Section 4 - Cancellation and No Refund Policy No Refund Policy - read carefully
Once the service has started, or once a visit appointment has been confirmed in the Provider's schedule, no refunds will be made for the amount corresponding to the current period.
The confirmation of an appointment occupies real operational capacity (crew, logistics, and time) that cannot be reassigned with insufficient notice. The reservation of a slot has the same economic value as the service performed.
4.1 Legal basis: this policy is based on the Art. 7 of the LFPC, which requires the provider to clearly inform the conditions of the service. By contracting, the Client declares to have read and accepted them. Once informed and accepted, they do not constitute an abusive clause.
4.2 Rescheduling at no cost: the Client may reschedule a visit at no charge as long as they notify with a minimum of 24 hours in advance of the scheduled time. Rescheduling is subject to schedule availability.
4.3 Late cancellation or no-show: if the Client cancels or is not present at the time of the visit without having notified with the minimum notice, the appointment will be considered executed for billing purposes and will not give the right to a refund or free rescheduling.
4.4 Cancellation of active membership: if the Client cancels during a period already paid, no proportional refund applies. The service remains active until the expiration of the contracted period.
4.5 Exception due to the Provider's cause: if the cancellation is initiated by the Provider without force majeure, the appointment will be rescheduled at no cost or, at the Client's choice, credited to the next period.
Section 5 - Minor consumables — definition and strict limits
What are the minor consumables included in the membership?
Minor consumables are commonly used materials, low unit cost, and regularly consumed in light preventive maintenance tasks. Their inclusion is subject to the explicit limits described below. Any material outside this list will be quoted as Extra.
Included in the membership: Insulating tape and Teflon tape, Clear silicone (max. 1 cartridge per visit)Standard screws and plugs (max. 20 pcs / visit)WD-40 type aerosol lubricant, Water sandpaper (max. 3 sheets / visit), Metal clamps (max. 5 pcs / visit), Plastic ties (max. 10 pcs / visit).
Not included — require quotation: Electric cables, contacts, switches, bulbs, Pipes, valves or shut-off valves, Paint, putty, waterproofing, Epoxy adhesives or welds, Spare parts for appliances or equipment, Glass, locks, replacement hinges, Any material with a unit price greater than $200 MXN or Materials in quantities exceeding the indicated limits
5.1 The Supplier will determine in the field whether a material qualifies as a minor consumable or as a quotable material. Their judgment is final and will be based on the limits described above.
5.2 Consumption that exceeds the limits per visit may be charged at the list price with a management margin of 25%, prior notification to the Client at the time.
Section 6 - Extra work
6.1 Extra work includes: corrective repairs, new installations, supply of materials outside of minor consumables, or any task that cannot be completed within the assigned shift time.
6.2 All extra work requires prior written quotation expressly accepted by the Client before its execution. The workers are instructed not to proceed without such authorization.
6.3 Materials are billed at the list price plus a management margin of 25–35%. The quotation will itemize labor and materials separately, in accordance with the Art. 62 of the LFPC.
6.4 Clients with active membership have the preferential discount stipulated in their plan (10%, 12% or 15%), applicable only to the labor of the extra work.
6.5 The time for extra work is not deducted from the membership shifts.
Section 7 - Scheduling visits
7.1 Visits are coordinated via WhatsApp, email, or web portal, and are confirmed at least 48 hours in advance.
7.2 Available hours: Monday to Saturday, morning shift (08:00–12:00 hrs) and afternoon shift (13:00–17:00 hrs). Occasional night shift (18:00–20:00 hrs) subject to availability.
7.3 The Client must ensure access to the property at the agreed time. If access is not possible due to reasons attributable to the Client, Clause 4.3 applies.
7.4 At the end of each visit, the Client will sign a compliance sheet. This signature is a prerequisite for payment to the crew and validates the proper provision of the service.
Section 8 - Provider's Responsibility
8.1 The Provider is responsible for damages directly caused by its workers during the service, provided they are attributable to demonstrable negligence. The maximum liability is limited to the value of the service for the current monthly period.
8.2 The Provider is not responsible for pre-existing damages, wear and tear due to time, or failures resulting from installations or materials installed by third parties.
8.3 Any claim for damages must be reported within the 30 calendar days following the visit, in accordance with Art. 61 of the LFPC. After that period, compliance is presumed.
8.4 The Provider has a valid liability insurance policy. The Client may request proof at any time.
Section 9 - Client's Obligations
9.1 Ensure access to the property at the agreed time and provide the necessary instructions to the staff.
9.2 Inform in advance about special conditions of the property, risk facilities, pets, or other circumstances relevant to the safety of the personnel.
9.3 Do not request operators to perform tasks outside the scope of the assigned shift without prior quotation. The personnel are instructed not to carry out unauthorized work.
9.4 Notify any dissatisfaction with the service within the 24 hours following the visit, through the official support channel.
Section 10 - Confidentiality and data protection
10.1 The Client's personal data (name, address, contact) will be processed exclusively for the provision of the service and issuance of CFDI, in accordance with the Federal Law on the Protection of Personal Data Held by Private Parties (LFPDPPP).
10.2 The Provider will not share Client information with third parties without express consent, except as required by a competent authority.
10.3 Photographic reports will not be used for commercial purposes or public dissemination without prior written authorization from the Client.
Section 11 - Applicable legal framework
Federal Consumer Protection Law (LFPC) Arts. 7, 56, 61, 62 — service conditions, contract perfection, damages, and receipts. LFPDPPP Federal Law on the Protection of Personal Data Held by Private Parties — customer data processing. Federal Civil Code Provisions on service provision and civil liability between the parties. Commercial Code Commercial contracting between supplier and client legal entity. NOM-174-SCFI-2007 Commercial practices — information elements for the provision of services in general. Jurisdiction Civil courts of Solidaridad (Playa del Carmen), Quintana Roo. In case of disputes, PROFECO Q. Roo as a prior instance.
Section 12 - Modifications and prices
12.1 The Provider may modify prices with prior notice of 30 calendar days. Current quarterly contracts maintain their price until the expiration of the current quarter.
12.2 If the Client does not accept the new terms, they may cancel their membership without penalty before the effective date of the change.
Acceptance of terms
