Terms and Conditions

Section 1. Identification of the Provider and Scope of Application

1.1. These Terms and Conditions (the "Terms") govern the provision of cleaning, maintenance, and repair services (the "Services") offered under the PUFF CLEANING & REPAIR brand (the "Brand"), owned by Puff Cleaning & Repair Holdings LLC, a limited liability company organized under the laws of the State of Florida, with principal offices in the City of Miami, Florida, United States (the "Franchisor").

1.2. The Services are provided either directly by the Franchisor or by independent franchisees duly authorized to operate under the Brand (each, a "Franchisee" and, together with the Franchisor, the "Company"), in the United States of America and in the Dominican Republic.

1.3. By requesting, scheduling, accepting, or receiving any Service, whether by telephone, electronically, through the website www.puffcleaning.com, via mobile application, or in person, the client (the "Client") acknowledges having read, understood, and fully accepted these Terms, which constitute a binding agreement between the Client and the operating unit of the Company that performs the Service.

Section 2. Nature of the Relationship: Independent Franchises

2.1. Each Franchisee is an independent legal entity that owns and operates its own business under license to use the Brand. The service agreement is entered into between the Client and the Franchisee performing the Service, unless the Service is provided directly by the Franchisor.

2.2. The Franchisor is not the employer of any Franchisee's personnel and is not responsible for the labor, tax, or contractual obligations of Franchisees. Nothing in these Terms creates an agency, partnership, joint venture, or employment relationship between the Franchisor and the Client, or between the Franchisor and any Franchisee's personnel.

Section 3. Scope of Services

3.1. The Services include, as contracted in each case: residential and commercial cleaning (regular, deep, post-construction, move-in/move-out), and minor repair and maintenance services expressly quoted and accepted.

3.2. The exact scope of the Service shall be as described in the quote, work order, or written confirmation (including electronic means) delivered to the Client before the work begins (the "Service Order"). Any task not expressly included in the Service Order is deemed excluded.

3.3. Additional work requested by the Client during the performance of the Service is subject to availability and additional charges, which will be communicated to and accepted by the Client before execution.

Section 4. Quotes, Estimates, and Property Conditions

4.1. Quotes are based on the information provided by the Client (square footage, conditions, level of soiling, access). If, upon arrival, actual conditions differ materially from those described, the Company may: (i) adjust the price with the Client's prior approval; (ii) adjust the scope of the Service to the quoted time; or (iii) decline the Service at no charge.

4.2. Quotes are valid for fifteen (15) calendar days, unless otherwise stated in writing.

4.3. The Client shall guarantee access to the property on the agreed date and time, as well as working water and electrical service. Inability to access the property or lack of basic utilities may be treated as a late cancellation under Section 7.

Section 5. Price and Payment Terms

5.1. Payment Upon Completion. Payment of the total price of the Service is due, at the latest, upon completion of the contracted work, against delivery of the work and before personnel leave the property. The Company does not extend credit or payment terms, except by prior, express, written commercial agreement signed by an authorized representative of the Franchisee or the Franchisor (for example, for corporate commercial accounts).

5.2. Accepted payment methods: credit or debit card, electronic transfer, payment platforms authorized by the Company, and cash, subject to availability at each operating unit. For recurring services, the Client may authorize automatic charges to the payment method on file, which will be processed upon completion of each Service.

5.3. Deposits and Advances. For large-volume services, post-construction work, repairs involving materials, or first-time visits, the Company may require a deposit or advance of up to fifty percent (50%) of the quoted value as a condition to reserve the date. The remaining balance shall be paid in accordance with Section 5.1.

5.4. Late Payment and Default. Any balance unpaid upon completion of the Service is deemed past due. Past-due balances will accrue a late charge of one point five percent (1.5%) per month or the maximum permitted by applicable law (whichever is lower), plus reasonable collection costs, including collection agency and attorneys' fees. The Company may suspend future services and remove the Client from the schedule while any balance remains outstanding.

5.5. Billing Disputes. Any objection to a charge must be submitted in writing within five (5) calendar days following the Service. Disputing one item does not relieve the Client of the obligation to pay undisputed items.

Section 6. Prohibition on Direct Hiring of Company Personnel

6.1. The Company invests significant resources in the recruitment, background screening, training, certification, and supervision of its personnel. Accordingly, the Client acknowledges that the Company's personnel constitute an essential asset of its business.

6.2. Prohibition. During the term of the service relationship and for a period of twenty-four (24) months from the last Service provided, the Client agrees not to hire, employ, subcontract, or solicit or offer employment or work — directly or indirectly, on its own behalf or through third parties, family members, affiliated companies, or platforms — to any current employee, technician, supervisor, or contractor of the Company, or to any person who held such a position during the preceding twelve (12) months, for the provision of cleaning, maintenance, or repair services, without the prior written authorization of the applicable Franchisee or the Franchisor.

6.3. Placement Fee. If the Client breaches Section 6.2, the Client shall pay the Company, as compensation for recruitment, training, and replacement costs — and not as a penalty — a placement fee equal to three thousand five hundred United States dollars (US$ 3,500.00) for each person hired or solicited, or the maximum amount permitted by applicable law, payable immediately. Payment of this fee does not authorize repetition of the conduct and does not replace any other legal remedies available to the Company.

6.4. General Solicitation Exception. Hiring resulting exclusively from a public, general job posting not directed at the Company's personnel shall not constitute a breach, provided the Client notifies the Company in writing and in good faith before formalizing the hire.

6.5. Company personnel are likewise prohibited from offering or accepting work outside the Company from the Company's Clients. The Client agrees to report any such offer to the Company.

Section 7. Cancellations, Rescheduling, and Access

7.1. The Client may cancel or reschedule a Service at no cost with a minimum of forty-eight (48) hours' notice prior to the scheduled time.

7.2. Cancellations or rescheduling with less than forty-eight (48) hours' notice, as well as inability to access the property at the agreed time ("lock-out"), will incur a charge of up to one hundred percent (100%) of the value of the scheduled Service, given that the Company reserves personnel and time exclusively for the Client.

7.3. The Company may reschedule Services due to operational, weather-related, or force majeure causes, notifying the Client as far in advance as possible, without penalty to either party.

Section 8. Satisfaction Guarantee

8.1. The Company guarantees the professional quality of its Services. If the Client is not satisfied with any area included in the Service Order, the Client must notify the Company within twenty-four (24) hours of completion of the Service, and the Company will re-clean or correct the reported area at no additional cost within a reasonable time.

8.2. The guarantee consists of re-performance of the reported work and does not entitle the Client to cash refunds, discounts, or other compensation, unless the Company so determines at its discretion. The guarantee does not apply to pre-existing conditions, normal wear and tear, permanent stains or damage, or areas excluded from the Service Order.

Section 9. Liability, Damages, and Claims

9.1. The Company maintains general liability insurance policies consistent with industry practice. Each Franchisee is responsible for maintaining the coverage required by the laws of its jurisdiction.

9.2. Any damage or loss allegedly caused by Company personnel must be reported in writing (with photographic evidence where possible) within forty-eight (48) hours of completion of the Service. Claims submitted after this period will not be processed, due to the impossibility of verifying their origin.

9.3. The liability of the operating unit that performed the Service is limited to the repair or replacement of the damaged item at its current market value (not replacement-as-new value) or, alternatively, to the total amount paid for the Service during which the damage occurred, as applicable under the law. In no event shall the Company be liable for indirect, incidental, or consequential damages or lost profits.

9.4. The Company shall not be liable for:

• Damage arising from pre-existing conditions, defective installations, deteriorated surfaces, unstable fixtures, or improperly secured items;
• Valuables (jewelry, cash, documents, artwork, collections) not previously secured by the Client, who agrees to safeguard them before the Service;
• Damage caused by the use of products or equipment supplied or required by the Client against the Company's recommendation;
• Losses or damage not reported within the period set forth in Section 9.2.

Section 10. Service Exclusions and Limitations

10.1. Unless expressly agreed in writing, the Services do not include: cleaning of hazardous biological fluids, rodent or pest waste, structural mold, hazardous materials (including asbestos), exterior work at heights, moving furniture or objects over twenty-five (25) pounds, cleaning areas higher than two (2) ladder steps, childcare or care of persons or pets, and repairs requiring specialized licenses (electrical, major plumbing, gas, or structural work).

10.2. The Company may suspend or decline a Service, without penalty to the Company, where unsanitary or unsafe conditions, infestations, risks to personnel safety, or conduct involving harassment, violence, intimidation, or discrimination by the Client or third parties present at the property exist. In such cases, the Client shall pay for the portion of the Service actually performed.

10.3. Pets: the Client shall secure or isolate any pet displaying aggressive behavior during the performance of the Service.

Section 11. Keys, Access Codes, and Confidentiality

11.1. Keys, codes, or access credentials provided by the Client are kept under security protocols, used exclusively for the performance of the Service, and returned upon termination of the service relationship.

11.2. The Company will treat the Client's personal and property information as confidential and will use it solely for the provision of the Services, billing, and related operational and commercial communications, in accordance with applicable data protection laws in each jurisdiction.

11.3. Personnel may take photographs of the work areas, before and after the Service, exclusively for quality control and claims support purposes. Such images will not be published for commercial purposes without the Client's written authorization.

Section 12. Force Majeure

12.1. Neither party shall be liable for any failure or delay caused by events beyond its reasonable control, including natural disasters, hurricanes, tropical storms, pandemics, acts of government, general utility outages, or civil unrest. The affected Service will be rescheduled by mutual agreement.

Section 13. Termination of Recurring Services

13.1. For recurring services, either party may terminate the relationship by written notice at least fourteen (14) calendar days in advance. Services rendered through the effective termination date shall be paid in accordance with Section 5.

13.2. The obligations under Sections 5 (outstanding payments), 6 (non-hiring of personnel), 9 (claims), and 11 (confidentiality) shall survive termination of the service relationship.

Section 14. Governing Law and Dispute Resolution

14.1. For Services performed in the United States, these Terms are governed by the laws of the state where the Service was performed and, supplementarily as to the Franchisor, by the laws of the State of Florida, without prejudice to the Client's non-waivable consumer rights under local law.

14.2. For Services performed in the Dominican Republic, these Terms are governed by the laws of the Dominican Republic, including Law No. 358-05 on the Protection of Consumer Rights, with the mandatory provisions of such legislation prevailing over any stipulation to the contrary.

14.3. The parties shall seek in good faith to resolve any dispute through direct negotiation within thirty (30) days following written notice of the dispute. If no agreement is reached, the dispute shall be submitted to mediation and, failing that, to the competent courts or arbitration mechanisms of the jurisdiction where the Service was performed.

Section 15. General Provisions

Amendments. The Company may update these Terms by publishing the current version at www.puffcleaning.com. The version applicable to each Service shall be the version in effect on the date the Service was scheduled.

Severability. If any provision is held invalid or unenforceable, the remaining provisions shall remain in full force and effect, and the affected provision shall be interpreted or reduced to the minimum extent necessary to make it valid.

No Waiver. The Company's failure to exercise any right shall not constitute a waiver of that right.

Assignment. The Client may not assign its rights or obligations without the Company's written consent.

Language. These Terms may be published in English and Spanish. In the event of any discrepancy, the version in the official language of the jurisdiction where the Service was performed shall prevail.

Entire Agreement. These Terms, together with the Service Order, constitute the entire agreement between the parties with respect to the Service and supersede any prior understanding, whether oral or written.

Section 16. Acceptance

16.1. Requesting, scheduling, or receiving any Service constitutes the Client's full and unconditional acceptance of these Terms.