Terms and Conditions

Access to, browsing, registering, and/or using Zen to Go services indicates your voluntary acceptance of all the clauses and conditions in this document, so you are encouraged to read this agreement carefully before your registration, browsing, and use process on the Zen to Go Platform.

These terms and conditions are intended to regulate access, use, advertising, and ecommerce on the website of the company called Plataformas Zen México, Sociedad Anónima de Capital Variable, with its registered office located at Calle 38 Between Av. 10 and 10 BIS, Local 12, Zazil-Ha, Playa del Carmen, Quintana Roo, ZIP 77720, Mexico, and with Federal Taxpayer Registry (RFC) PZM170127Q15.

Plataformas Zen México, S.A. de C.V. is a company legally incorporated under the commercial laws of the United Mexican States and has all the permits necessary to provide the services it offers and declares that it is the legitimate owner of the Zen to Go brand, in accordance with trademark registration 2045039 before the Mexican Institute of Industrial Property (IMPI). For the purposes of this document, Plataformas Zen México, S.A. de C.V. will also be referred to by its brand Zen to Go.

These terms are based on the provisions of articles 76 bis and 76 bis 1 of the Federal Consumer Protection Law and in observance of what is recommended by Mexican Standard NMX-COE-001-SCFI-2018, published in the Official Gazette of the Federation on April 30, 2019, which establish the provisions to which all those persons defined by said Mexican standard as Customers will be subject when entering the website www.zentogo.com.mx, seeking at all times to guarantee, make transparent, inform, and properly guide browsing and the performance of any type of transaction through the website.

With respect to the therapeutic services offered by Zen to Go, the basis is the Official Mexican Standard NOM-017-SSA3-2012 Health services regulation. For the practice of human acupuncture and related methods.

With respect to the protection of personal data, it is based on the Federal Law on Protection of Personal Data Held by Private Parties in its Articles 16, 18, 19, 22, 24, 25, 26 and the other corresponding provisions; ensuring users at all times the principles of lawfulness, consent, quality, purpose, loyalty, proportionality, and responsibility regarding the right to personal data protection; as well as internationally with the personal data privacy protection principles set forth in the General Data Protection Regulation, with regard to Chapter V entitled Transfers of personal data to third countries or international organizations and in accordance with the right that the owner of the personal data has to request access, rectification, cancellation, or objection to the processing of their data (ARCO rights).

Customers may file a formal complaint when Zen to Go harms or does not respect these terms and conditions of Zen To Go technological service, through the provisions established in the Federal Consumer Protection Law. For more information, visit the following link: https://www.gob.mx/profeco/articulos/proceso-y-requisitos-de-quejas-y-denuncias?idiom=es

Zen to Go reserves the right to modify these Terms and Conditions at any time, as well as any other general or specific conditions arising from the use and development of the Website itself. Likewise, it reserves the right to suspend, interrupt, or stop operating the Website at any time for sufficient reason.

Zen to Go provides its Users with free and unrestricted access, without any discrimination, to the general public as described in the Federal Law to Prevent and Eliminate Discrimination, as long as the provisions of this document and the registration processes are complied with.

These Terms and Conditions are intended to regulate access to the content and use of the Digital Platform called Zen to Go and also to present to the User the scope, rights, responsibilities, and all the conditions of the service provided by Zen to Go.

Zen to Go may enter into legal acts with companies, national and international natural persons with the objective of improving the digital Platform. Likewise, it may accredit its processes and service quality through the certifications it deems appropriate.

DEFINITIONS

For purposes of this document, the following terms shall mean:

Zen to Go: Trade name of Plataformas Zen México S.A. de C.V.

Platform: Website and/or application operated by Plataformas Zen México S.A. de C.V., which serves as a digital Platform and intermediary between Customers and Therapists with the aim of facilitating at-home massage services.

Customer: All those people who use the Platform for the purpose of booking professional massages provided by our team of certified Therapists.

Therapists: All those professionals registered with Zen to Go, and eligible to provide their services independently, through the Platform.

Users: Customers and/or Therapists with an account on the Platform.

Services: Professional at-home massages (home, hotel, office, or other service location).

Booking: At-home massage service requested by the Customer through the Platform, for a specific time, duration, type of massage, and location. A booking may contain one or more massages.

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I. GENERAL CONDITIONS

In this act, Zen to Go, the Customers, and the Therapists acknowledge and accept the Terms and Conditions described herein.

It should be noted that the information provided by the parties is safeguarded and protected by the Privacy Policy (see Privacy Policy).

Regarding the Services that Zen to Go makes available to its Users through its digital Platform, it determines that they are for lawful, therapeutic, professional, and high-quality purposes in the personal care, health, and beauty sector; making all the content of the digital Platform owned by it available to the general market.

Such digital Platform is protected by intellectual property rules, including protection of software, trademarks, photographs, content, development, web design, images, videos, and logos, without this description implying any limitation whatsoever.

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II. OUR SERVICES

The Services described in the following paragraphs may be used by Mexican and/or foreign natural persons over 18 years of age and/or Mexican and/or foreign companies that massively contract the services offered by Zen to Go.

Zen to Go provides its Users with free access to its Platform without any discrimination whatsoever, to the general public as described in the previous paragraph.

The Users acknowledge in this act that it is their will to browse and register on Zen to Go and it is presumed that they act in good faith in the use of this Platform, avoiding fraud and error and complying with the legal requirements and those necessary to become part of the Users registered on its Platform.

Zen to Go offers its Users a complete and developed digital Platform, which acts as an intermediary in the hiring of professional at-home massage Services between the Customer and the Therapist, so Zen to Go disclaims any responsibility or obligation regarding the Service, the Therapists, and the Customers themselves, since the Platform has no control over the conduct of Customers or Therapists.

In other words, Zen to Go is a digital medium where Customers who want professional at-home massage Services meet Therapists who are willing to provide said Services.

All Services offered by Zen to Go are and will be owned by Zen to Go and will be intended to promote muscle relaxation, mental relaxation, and personal well-being.

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III. USERS

To use Zen to Go Services, both Customers and Therapists must create an account on the Platform, which is free to open.

Users are solely responsible for providing and keeping all information provided to the Platform up to date, as well as any action taken under their account on the Platform.

The User understands that, by creating their account on the Platform, they will be subject to the Platform's privacy policies.

The User profile registration process must be carried out in accordance with the requirements requested by Zen to Go so that the account is successfully created. At a minimum, account creation will require the following information according to the User:

Therapists:

• First and last name;

• Current tax ID;

• Curriculum Vitae;

• Date of birth;

• Address;

• Gender;

• Mobile phone;

• Email address;

• Official photo ID;

• Criminal record certificate;

• National bank account;

• Sign the Specific Conditions contract for Professional Therapists;

• Tax information.

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The User account on Zen to Go will serve to access the registered profile at any time, hire and provide the Services previously described for both Customers and Therapists, and make the best use of the Platform.

Customers:

• First and last name;

• Date of birth;

• Address;

• Gender;

• Mobile phone;

• Tax information

• Email address;

• Official photo ID; and,

• Payment method information (debit/credit cards, payment at convenience stores, or SPEI interbank transfers).

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The User account profile may be edited and modified with respect to its data as many times as necessary, so that such data is always up to date and current and so that at the time of access there is no impediment or error of false information or benefits not found.

The User acknowledges that the information provided to Zen to Go regarding the creation of the User is true, correct, current, and up to date, without any possibility of fraud, bad faith, or error, and that the User voluntarily created the account for use of the Service and accepts that their provided data will be protected by the corresponding Privacy Policy.

In the event that the registration information is false, inconsistent, or lacking legality, or acts in bad faith and/or through error, whether with the Users, the Services, false data and/or with the Platform itself, Zen to Go shall have the free right to immediately suspend or cancel the User's account, without prior notice, the User being responsible at all times for the damages caused.

Zen to Go states that, for the provision and booking of the Services stated in these Terms and Conditions, the User must keep their User account active so that communication and assignment of the Service can be carried out according to what they request and so they can know their service status. In the event of an IT issue with the account, it must be immediately reported to Zen to Go's contact email hola@zentogo.com.mx, and Zen to Go will in turn guide the User.

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IV. TYPES OF SERVICE

The types of massages offered are:

• Relaxing

• Deep tissue

• Sports

• Prenatal

• Lymphatic drainage

• Foot reflexology

  
  

Massages may be requested in the following formats or sessions:

• One massage - one massage session with one Therapist

• Couple - session of two massages for two people with two Therapists

• One after another - two massage sessions, one after another, with the same Therapist

• Massages for groups, events, or parties

  
  

All Services must be carried out at the address established by the Customer, and the neighborhood of said address may not be changed once the booking is confirmed.

The above-mentioned items may be modified at any time by Zen to Go, adding, limiting, and/or modifying the types of Services offered.

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V. PAYMENTS

Prices for Services provided through the Platform are subject to change without notice and at Zen to Go's complete discretion, including travel expense surcharges and other charges. All prices include Value Added Tax (VAT).

Zen to Go accepts most credit cards, national and international, and debit cards from national banks.

Card data entered will be processed with SSL encryption. To make payments with a credit or debit card, the CVV (Card Verification Value) code must be entered, which is a code engraved on the card that works as a security measure in e-commerce transactions. Credit cards will be subject to pre-authorizations and verifications by their issuing entities; if those entities do not authorize the payment, Zen to Go will not be responsible for the service. The following are reasons why your card may be declined:

• The card may be expired. Check that your card has not passed its expiration date.

• The card may have reached its credit limit. Check with your bank that the card has not exceeded its credit limit.

• You entered the data incorrectly. Verify that you entered the correct information in all required fields.

• It is recommended that, before making a purchase, the Customer ensures that there is no block on their card for making online transactions.

  
  

The payment methods for the Services may be modified at any time by Zen to Go, and their mention on the Platform does not limit the modification or addition of other methods in the future.

All charges made through the Platform, including charges with debit or credit cards, are processed by a payment processor. The payment processor at this time is Stripe (www.stripe.com). The Platform reserves the right to change payment processors or payment methods without prior notice and whenever it deems necessary. The commission costs generated by the payment processor for each booking are covered by the Platform. However, the Platform is not responsible for the following transaction costs that may arise with each booking:

• If payment is made by debit or credit card, charges originating from the Customer's bank, whether for interest, chargebacks, or for any other reason or circumstance.

• In the case of payment via SPEI interbank transfers, additional charges originating from the Customer's bank; or,

• Tips for good service: If the Customer chooses to do so, the tip may be given directly to the Therapist in cash at the end of the booking.

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VI. RIGHTS AND OBLIGATIONS OF CUSTOMERS

The Customer accepts that the Services are provided by independent professional Therapists and are for relaxing use only and are entirely professional.

The Customer accepts that the Service is carried out at their own risk and under no condition will sexual, aggressive, and/or violent conduct between the parties be allowed; if there is omission and/or violation of this paragraph, the offended party (victim) may take legal action. The parties accept in this document the disclaimer of Zen to Go, since the Platform, owned by the company, only functions as a Service intermediary between the Customer and the Therapist.

The Customer accepts that the Service is carried out at their own risk, so Customers who are medicated, suffer from muscle or bone diseases, or are in their first trimester of pregnancy should not request a massage.

The Customer should consult their doctor if they have any questions before requesting a massage. If the massage is requested by the Customer for a third person, the Customer must recommend the same to that person.

The Customer must comply with the health protocol related to COVID-19 communicated here.

The Customer must guarantee access for the Therapist to the home and at the start time indicated in the booking. The Customer will do everything necessary so that the home has a sufficiently spacious and safe area for the Therapist to provide the Services indicated in the booking. In the event that the Therapist cannot access the Customer's home for reasons not attributable to the Therapist, the booking will be canceled by the Platform with no possibility of claim or refund for the Customer.

The Customer agrees to be available at the home and at the start time indicated in the booking. The Therapist will remain at the home and will allow up to 20 minutes of tolerance for the Customer after the start time indicated in the booking. In the event that the Customer is not available after the 20 minutes of tolerance, the Therapist may leave the home. The minutes the Therapist waits will not be compensated in the Service nor will they imply any discount or refund to the Customer.

Zen to Go acts as an intermediary between the Therapist and the Customer, excluding itself from any obligation regarding the commercial act outside what is stipulated in this document.

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VII. RIGHTS AND OBLIGATIONS OF THERAPISTS

The Services indicated in the booking will be provided solely and exclusively by the Therapist who requests the booking and is confirmed by the Platform. The Therapist will provide only the Services indicated by the Customer in the Booking, at the location and within the time frame established therein.

Under no condition will sexual, aggressive, and/or violent conduct between the parties be allowed; if there is omission and/or violation of this paragraph, the offended party (victim) may take legal action. The parties accept in this document the disclaimer of Zen to Go, since the Platform, owned by the company, only functions as a Service intermediary between the Customer and the Therapist.

The Therapist must comply with the health protocol related to COVID-19 communicated here.

The Therapist acknowledges that the service they provide to customers will comply with all provisions set forth in the Policies of the Official Mexican Standard NOM-035-STPS-2018, published on the Zen To Go website, and that for any specific situation of the policy they will follow the established protocols.

The Therapist expressly authorizes the Platform to set the prices of the Services offered on the Platform in accordance with section V of these Terms and Conditions.

The Therapist authorizes the Platform to charge and retain a commission for the Services provided by the Therapist through the Platform. This commission is set by the Platform and may vary, at the Platform's discretion, depending on local market conditions, among other factors.

The Platform will inform the Therapist in advance of any change in the commission calculation. The continued use of the Platform and acceptance of new bookings by the Therapist constitutes acceptance of such change.

Tardiness directly and negatively impacts Customer Service and therefore the Therapist must check in with Zen to Go as soon as they arrive at the Customer's home. The "check in" will serve as evidence in the event of any eventual complaint from the Customer regarding the therapist's punctuality, as well as for the Therapist's safety. The "check in" must be carried out through the Platform so that the location and arrival time are recorded in the Platform's digital records.

Zen to Go acts as an intermediary between the Therapist and the Customer, excluding itself from any obligation regarding the commercial act or service outside what is stipulated in this document.

The Specific Conditions for Professional Therapists establish the conditions that Therapists must meet above these Terms and Conditions.

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VIII. CANCELLATION AND REFUND POLICY

Cancellations initiated by the Customer carry the penalties described below, according to the type of booking. The penalty percentages are calculated on the net cost plus VAT of the canceled service or services.

a. Individual bookings (1–2 massages)

At the time of confirming the booking, a 100% pre-authorization of the total amount will be made. The final charge is applied only upon completion of the service; the remainder of the pre-authorization (less any applicable penalty) is released automatically.

Cancellations initiated by the Customer carry the following penalties:

• No penalty: more than 24 hours before the start of the service.

• 20% penalty: between 4 and 24 hours before the start of the service.

• 100% penalty: less than 4 hours before the start of the service.

All cancellations must be made through the Platform, or by written notice via email or WhatsApp.

b. Group bookings, events, and one-time corporate services (3 or more therapists)

When confirming the booking more than 72 hours in advance, the Customer must cover a non-refundable 20% deposit of the total amount. The remaining 80% must be paid 24 hours before the start of the service.

Cancellations initiated by the Customer carry the following penalties:

• No penalty: more than 72 hours before the start of the service.

• 20% penalty: between 24 and 72 hours before the start of the service.

• 100% penalty: less than 24 hours before the start of the service.

Cancellations must be notified in writing via email or WhatsApp.

c. Corporate customers with an active monthly contract (Recurring B2B)

Billing is carried out by cycle as stipulated in the current contract. Balances arising from cancellations are credited to the following billing cycle; under no circumstances are cash refunds made.

Cancellations initiated by the Customer carry the following penalties:

• No penalty: more than 24 hours before the start of the service.

• 20% penalty: less than 24 hours before the start of the service or in the event of a no-show. This preferential treatment is an exclusive benefit of the ongoing service relationship.

• 100% penalty: does not apply to customers with an active monthly contract.

Cancellations must be notified in writing via email or WhatsApp.

d. Tolerance for late arrival by the Customer

The Therapist will remain at the home and will grant the Customer a maximum waiting tolerance according to the type of booking:

• Individual bookings (1–2 massages): 20 minutes.

• Group bookings, events, and one-time B2B: 30 minutes.

• Corporate customers with an active monthly contract (Recurring B2B): 30 minutes, in recognition of the ongoing service relationship.

Once the tolerance time has elapsed without the Customer being available, the Therapist may leave. Waiting time will not be compensated in the duration of the service nor will it give rise to any discount or refund.

e. Cancellations related to COVID-19 or other infectious diseases

The Customer must contact Zen to Go at least 4 hours before the start of the service to cancel without penalty in the event of presenting symptoms of COVID-19 or an infectious disease, or having been in contact with a diagnosed person. To make the cancellation effective without charge, the Customer must present diagnostic evidence (laboratory test or other official medical document) issued within the 72 hours prior to the start of the service.

f. Cancellations initiated by Zen to Go

Zen to Go reserves the right to cancel any booking and block Users without prior notice and at its sole discretion, especially in the presence of signs of discrimination, inappropriate sexual conduct, or risks of violence or safety that may threaten any of its Users. Zen to Go will notify the cancellation and any applicable fee to the corresponding Users as soon as possible.

g. General provisions

• Under no circumstances will cash refunds be made, except at Zen to Go's sole discretion.

• The penalty percentages are calculated on the net cost plus VAT of the canceled service or services.

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IX. PROMOTIONS, REFERRAL PROGRAMS, AND ZEN TO GO BALANCE

Any promotion, promotional code, advertising campaign, or benefits will have the necessary policies in order to be part of the content that Zen to Go offers its Users.

Promotions are not retroactive and can only be applied at the time of booking. Promotions may contain additional restrictions on use and of the type that the Platform deems appropriate, including validity dates, quantity, service eligibility, and geographic location, among others. The Platform reserves the right to reduce or eliminate the benefit of a promotion whether because the Platform considers that the benefit was granted to the User by mistake, for fraudulent or illegal reasons, or in violation of these Terms and Conditions and the specific restrictions that the promotion may have. These promotions may be offered as promotional coupons or as referral programs, as well as any other type of modality that the Platform chooses:

a. Promotional coupons. These are unique alphanumeric discount codes to be entered by the Customer at the time of booking and that deduct the total cost of said booking according to the restrictions and specific conditions of said coupon.

b. Referral programs. When creating a Customer account, and after completing and paying for their first booking, the Platform assigns a unique alphanumeric code to the Customer. In the referral program called "Zen Key", for example, if a third party uses the Customer's code in their first booking, and that booking is successfully completed, the Customer may receive discount credits against future Services. In addition, the third party may receive an immediate discount on their first booking. The Customer's "Zen Key" is entered by the third party at the time of their first booking. Any credit or balance granted to the User through these promotions is subject to the conditions of clause IX(c) of these Terms and Conditions.

c. Zen Balance. The Platform, at its sole discretion, may grant balances in favor of the Customer's account at any time and for the reason the Platform deems appropriate and necessary. The balances, collectively called "Zen Balance", are automatically applied against the cost of future bookings as a discount and cannot be used retroactively. With exceptions expressly granted to certain Customers, balances granted to the Customer are not transferable or exchangeable for cash and cease to be valid if the Platform ceases operations. Balances in favor may contain the use restrictions that the Platform deems appropriate, including validity dates, quantity, service eligibility, and geographic location, among others. The Platform reserves the right to reduce or eliminate balances in favor granted to Customers whether because the Platform considers that the balance was granted by mistake, for fraudulent or illegal reasons, or in violation of these Terms and Conditions and the specific restrictions that the granted balance may have.

d. Corporate discounts. The Platform, at its sole discretion, may grant discount percentages in favor of the Customer to be applied at the time of booking. The discount rate is set by mutual agreement with the corporate User.

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X. COVERAGE AND AVAILABILITY

Zen to Go Services will be available in various cities of the Mexican Republic, and as it develops it may expand to other cities around the world through Platform updates.

The User must verify that Zen to Go Services are available according to their location.

All Services are subject to the availability and acceptance of the registered Therapists.

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XI. ACCESS TO CONTENT AND SECURITY

The content shown on Zen to Go's digital Platform may use images, sounds, photographs, designs, and any form of marketing of its own and of third parties, respecting the copyright and intellectual property they contain, and may be modified, suspended, or removed at any time by Zen to Go.

Likewise, the User acknowledges that use of the Platform may generate additional costs due to the use of mobile data or internet provided by the telephone or internet company with which the User has contracted such Services, so Zen to Go shall not be responsible for such costs, nor for the Service provided by said company in favor of the User.

The passwords created for the profiles must be safeguarded by the Users who use them. Zen to Go disclaims any improper use or third-party access to the User's profile.

Any violation of the Platform's security system or network may result in the cancellation of the User's account, as well as the initiation of any civil or criminal liability proceedings against the User.

The User acknowledges that interruptions may occur in the provision of the Services or Updates, or even other events occurring due to causes beyond Zen to Go's control, and therefore it shall not be liable for any data lost during the transmission of information via the Internet.

Zen to Go is exempt from any liability arising from interruptions or suspensions of Internet access service caused by failure in the telecommunications system, in the supply of electrical power, acts of God or force majeure, or a third-party action that may disable the equipment that supplies access to the network.

Therefore, Zen to Go is not responsible for any damage, harm, or loss to the User caused by failures in the system, in the server, or on the Internet. Zen to Go shall also not be responsible for any virus that could infect the User's equipment as a result of access, use, or examination of the Platform or as a result of any transfer of data, files, images, text, or audio contained therein.

Users may not attribute any liability or demand payment for damages, due to technical difficulties or failures in systems or on the Internet. Zen to Go does not guarantee continued or uninterrupted access to and use of the Services.

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XII. INTELLECTUAL PROPERTY

The software, trademarks, and other items related to the digital Platform and all content available therein, including links, both those in the process of registration and those that are finalized, are the exclusive property of Zen to Go and are protected by laws and international treaties regarding copyrights, trademarks, patents, models, and industrial designs applicable in Mexico and, where applicable, internationally.

Copying, distributing, transmitting, publishing, linking, reverse engineering, or any other type of modification of the Platform or the Content without the express prior authorization of Zen to Go, or where applicable, of the corresponding rights holder, is strictly prohibited; the User may not sublicense, sell, resell, transfer, assign, or otherwise exploit the use of Zen to Go to any third party.

Any violation of the provisions of this section shall constitute an infringement of intellectual property rights and shall subject the User to the administrative, civil, and criminal sanctions that may apply.

Use of Zen to Go does not confer property rights to the User, but merely a license to use it.

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XIII. PRIVACY

Privacy and data protection matters provided by Zen to Go Users will be protected by the Privacy Policy.

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XIV. GENERAL LIABILITIES

The User understands and acknowledges that they agree that access to and use of Zen to Go is carried out at their sole discretion and under their responsibility and that they will be solely responsible for any damage caused to a computer system or their mobile device. Under no circumstances shall Zen to Go, its employees, contractors, directors, agents, or developers be liable for any direct or indirect damage resulting from the use or improper use of Zen to Go, since its Services are exclusive and used at the Users' own risk.

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XV. NO UNFAIR COMPETITION

Users designated as "Corporate" on the Platform are prohibited from transferring and/or in any way copying and/or partially and/or totally developing the services, work method, intellectual property, know-how, or business model of Zen to Go. The foregoing applies both during the corporate collaboration and after it. In the event that this clause is omitted, Zen to Go may initiate legal action against the "Corporate" User.

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XVI. COOKIE USE

The User acknowledges and accepts the use of cookies (see Privacy Policy).

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XVII. TERM AND MODIFICATIONS

These Terms and Conditions of Zen to Go come into force as soon as the User uses the Platform and accepts the Terms and Conditions.

For its part, Zen to Go reserves the right to terminate this document as well as to cease providing the Services at any time, without the need for prior notice.

The modifications to these Terms and Conditions may be made at any time by Zen to Go, without this causing any damage to the Platform itself or to Users.

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XVIII. FINAL PROVISIONS

For everything related to compliance with and interpretation of these Terms and Conditions, the parties submit to the applicable legislation, as well as to the jurisdiction of the competent courts, waiving any jurisdiction that by reason of their present or future domicile may correspond to them.

The User hereby accepts that they have carefully read and understand the content and scope of each and every one of the provisions contained in the Terms and Conditions and in the Privacy Policy.

The present or future Services will be endorsed and based on these Terms and Conditions, which set out the corresponding Services of Zen to Go, but do not limit them.

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XIV. CONTACT AND INFORMATION

For any questions, suggestions, or complaints, Zen to Go provides its Help Center at hola@zentogo.com.mx.