TERMS AND CONDITIONS — CENTINELA

The hiring of any membership plan from CENTINELA by (trade name of Matias Alejandro Trevisan, individual with business activity, RFC TEMA870305KV9, hereinafter referred to as "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 and the Riviera Maya, Quintana Roo, Mexico.
Section 1 — Definitions
1.1 Provider: CENTINELA by T.C.C. Group, trade name of Matias Alejandro Trevisan, 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 validity and monthly billing, associated with a single specified property.
1.4 Shift: 4 continuous hours of work performed by a crew of 3 workers (1 lead technician + 2 assistants).
1.5 Membership hours: hours of service included in the plan, granted at the beginning of each monthly period. They have a validity of 90 calendar days counted from their granting (see Section 3).
1.6 Extra hours (blocks): additional hours purchased by the Client outside of their monthly plan, subject to the validity rules of Section 3.
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.
1.9 Diagnosis: technical assessment of the general condition of the property, included in all plans according to their frequency, for one-time use per period.
Section 2 — Plans, prices, and scope
The Provider offers three differentiated plans, with billing monthly:

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

Response times to emergencies are best effort commitments and do not apply during force majeure events (Section 13).

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, validity, and validity of hours

3.1 The membership has validity and monthly billing. The launch price applies to the first customers as announced, on the monthly plan. When a Customer agrees to pay in advance for several months, the Provider may record such payment and apply it administratively month by month; this does not alter the monthly nature of the service.

3.2 The contract is perfected from the moment the Customer makes the payment or confirms in writing (including WhatsApp or email) their intention to contract, in accordance with Art. 56 of the LFPC. The Provider will confirm the order once the payment is verified.

3.3 The membership renews automatically, unless cancellation notice is given at least 15 calendar days in advance of the renewal date.

3.4 Validity of membership hours: the hours included in each monthly period have a validity of 90 calendar days from their granting. Unused hours within that period expire and are lost, without the right to refund, credit, or transfer.

3.5 Validity of extra hours: the extra hours (blocks) acquired by the Client do not expire as long as the membership remains active and up to date with payments.

3.6 Total loss of hours due to cancellation or interruption: in case of cancellation, non-renewal, or interruption of the membership for any reason, the totality of the available hours of the Client is lost, both the membership hours and the extra hours, without the right to refund or compensation.

3.7 Lack of payment: the lack of payment on the renewal date automatically suspends the granting of new hours and the right to schedule visits, until the Client regularizes the payment. The hours corresponding to an unpaid period are not granted retroactively for the time elapsed without payment.

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 executed service.

4.1 Legal basis: this policy is based on 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.

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 paid period, no proportional refund applies. The service remains active until the end of the contracted period, at which point the total loss of hours specified in Clause 3.6 applies.

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

Minor consumables are commonly used materials, with low unit cost and regular consumption 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: electrical tape and Teflon tape · clear silicone (max. 1 cartridge per visit) · standard screws and anchors (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 a prior written quote expressly accepted by the Client before execution. The workers are instructed not to proceed without such authorization.

6.3 Materials are billed at list price plus a management margin of 25–35%. The quote will itemize labor and materials separately, in accordance with 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 membership hours.

Section 7 — Scheduling Visits

7.1 Visits are coordinated via WhatsApp, email, or web portal, and are confirmed at least 48 hours in advance. All reservations are subject to confirmation by the Provider.

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 — Scope per property and non-transferability

8.1 Each membership covers exclusively the property declared by the Client at the time of contracting. Service at any other address requires a separate membership or quote.

8.2 Membership hours and extra hours are not transferable between properties, between clients, or to third parties. The membership is personal and non-transferable and cannot be assigned, resold, or shared.

8.3 It is the Client's responsibility to correctly and completely declare the address of the property to be attended. The Provider will not be responsible for failed visits resulting from incorrect or incomplete address data provided by the Client.

Section 9 — Provider's Liability

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.

9.2 The Provider is not liable for pre-existing damages, wear and tear due to time, or failures resulting from installations or materials installed by third parties. It is also not liable for indirect, incidental, consequential damages, or loss of profits.

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.

9.4 The Provider may have a valid liability insurance policy; if it exists, the Client may request proof.

Section 10 — Client 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.

10.5 Keep their payments up to date as a condition to retain the benefits of the membership (Clause 3.7).

Section 11 — Payments, payment methods, and chargebacks

11.1 Payments may be made by bank transfer, credit card payment, or other means enabled by the Provider. For transfer payments, the period is activated once the Provider confirms receipt of the payment.

11.2 The Client agrees not to initiate chargebacks, claims, or disputes with their bank or payment processor regarding services actually rendered or confirmed reservations in accordance with these terms.

11.3 In the event of an improper chargeback, the Provider may immediately suspend the service, and the Client agrees to cover the claimed amount plus any management and administrative expenses incurred.

Section 12 — 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 13 — Force majeure and fortuitous events

13.1 The Provider shall not be liable for delays or failures resulting from fortuitous events or force majeure, including but not limited to: hurricanes, tropical storms, floods, weather contingencies, power or water outages, blockades, authority provisions, health emergencies, or other events beyond their reasonable control.

13.2 In such cases, affected visits are rescheduled without penalty for either party and without generating a refund. Response times to emergencies are suspended while the event persists.

Section 14 — Applicable legal framework and jurisdiction

Federal Consumer Protection Law (LFPC), Arts. 7, 56, 61, and 62 — service conditions, contract perfection, damages, and receipts · LFPDPPP — Client data processing · Federal Civil Code — provision of services and civil liability · Commercial Code — commercial contracting with legal entity clients · NOM-174-SCFI-2007 — information elements for the provision of services.

Jurisdiction: for the interpretation and compliance with these terms, the parties submit to the civil courts of Solidaridad (Playa del Carmen), Quintana Roo, without prejudice to the jurisdiction of PROFECO Quintana Roo as a prior instance in consumer matters.

Section 15 — Modifications and prices

15.1 The Provider may modify prices and conditions with prior notice of 30 calendar days.

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

By contracting any membership plan from CENTINELA —whether by payment, written confirmation, WhatsApp message, or email— the Client declares that they have read, understood, and fully accepted these terms, expressly including the validity and loss of hours (Section 3), the no refund policy (Section 4), the definition of minor consumables (Section 5) and the chargeback policy (Section 11).

This document aims to protect both our members and the Provider, through a clear policy and good practices. If you have any questions, you can contact us at admincentinelatec@gmail.com and we will gladly attend to your request.