Terms and Conditions

Accessing, browsing, registering and/or using Zen to Go's services indicates your voluntary acceptance of all the clauses and conditions in this document, so it is recommended 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 the access, use, advertising, and e-commerce on the website of the company named Plataformas Zen México, Sociedad Anónima de Capital Variable, with address located at Calle 38 Entre Av. 10 y 10 BIS, Local 12, Zazil-Ha, Playa del Carmen, Quintana Roo, CP 77720, Mexico and with Federal Taxpayer Registry (RFC) PZM170127Q15.

Plataformas Zen México, S.A. de C.V. is a company legally constituted under the commercial laws of the United Mexican States and has all the necessary permits for the provision of services it performs and declares to be the legitimate owner of the Zen to Go brand, according to the 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 observing what is recommended by the Mexican Standard NMX-COE-001-SCFI-2018, published in the Official Gazette of the Federation on April 30 of the year 2019, which establish the provisions to which all persons defined by said Mexican standard as Clients will be subject when entering the site www.zentogo.com.mx, seeking at all times to guarantee, make transparent, inform, and adequately guide on browsing and conducting any type of transaction through the website.

Regarding the therapeutic services offered by Zen to Go, they are based in accordance with the Mexican Official Standard NOM-017-SSA3-2012 Regulation of health services. For the practice of human acupuncture and related methods.

Regarding 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 other corresponding relatives; guaranteeing users at all times the principles of legality, consent, quality, purpose, loyalty, proportionality, and responsibility over the right of personal data protection; as well as internationally with the principles of protection of personal data privacy conceived in the General Data Protection Regulation, in relation to Chapter V named Transfers of personal data to third countries or international organizations and according to the right of the personal data owner to request access, rectification, cancellation, or opposition regarding the treatment of their data (ARCO Rights).

Clients may file a formal complaint when Zen to Go harms or does not respect these terms and conditions of Zen to Go's technological service, through the provisions of the Federal Consumer Protection Law; for more information enter 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 particular conditions resulting from the use and development of the Website itself, as well as the right to suspend, interrupt, or stop operating the Website at any time for sufficient cause.

Zen to Go provides its Users with free and open access, without any discrimination, to the general public in accordance with what is described in the Federal Law to Prevent and Eliminate Discrimination, provided that 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 conditions of the service provision offered by Zen to Go.

Zen to Go may enter into legal acts with National and International companies and individuals with the aim of improving the digital Platform. Likewise, it may accredit its processes and quality of services through the certifications it deems appropriate.

DEFINITIONS

For the purposes of this document, the following definitions apply:

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

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

Client: All those people who use the Platform to reserve professional massages provided by our team of certified Therapists.

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

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

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

Reservation: In-home massage service requested by the Client through the Platform for a specific time, duration, type of massage, and location. A reservation may contain one or more massages.

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I. GENERAL CONDITIONS

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

It is necessary to mention 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 field of personal care, health, and beauty; making all contents of the digital Platform of which it is the owner available to the general market.

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

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II. OUR SERVICES

The Services described in the following paragraphs may be used by national and/or foreign individuals over 18 years of age and/or national and/or foreign companies that contract the services offered by Zen to Go on a massive scale.

Zen to Go provides its Users with free and non-discriminatory access to its Platform, to the general public in accordance with what is described in the previous paragraph.

Users acknowledge in this act that it is their will to browse and register on Zen to Go, and they are presumed to act in good faith when using this Platform, avoiding malice and error, and complying with the requirements of the Law and those necessary to be part of the registered Users on its Platform.

Zen to Go offers its Users a comprehensive and developed digital Platform that acts as an intermediary in contracting professional in-home massage Services between the Client and the Therapist; therefore, Zen to Go disclaims any responsibility or obligation regarding the Service, the Therapists, and the Clients themselves, as the Platform has no control over the conduct of Clients or Therapists.

In other words, Zen to Go is a digital medium where Clients who wish to receive professional in-home massage Services meet with Therapists who are willing to provide said Services.

All Services offered by Zen to Go are and will remain its property and will be aimed at promoting muscular and mental relaxation and personal well-being.

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III. USERS

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

Users are solely responsible for providing and keeping up to date all information provided to the Platform, 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 process of registering a User profile must be carried out according to the requirements requested by Zen to Go for the account to be successfully generated. At a minimum, account creation will require the following information according to the User:

Therapists:

• First and last name;

• Valid tax ID (Cédula fiscal);

• Curriculum Vitae;

• Date of birth;

• Address;

• Gender;

• Mobile phone;

• Email;

• Official photo ID;

• Criminal record clearance letter;

• National bank account;

• Sign the Specific Conditions contract for Professional Therapists;

• Tax details.

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The User's account on Zen to Go will serve to access the registered profile at any time, contract and provide the Services described above for both Clients and Therapists, and make the best use of the Platform.

Clients:

• First and last name;

• Date of birth;

• Address;

• Gender;

• Mobile phone;

• Tax details;

• Email;

• Official photo ID; and,

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

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The User's account profile may be edited and modified regarding its data as many times as necessary, so that said data is always kept updated and valid, and so that at the time of access there is no impediment or error due to false information or unreceived benefits.

The User acknowledges that the information provided regarding the creation of the User account on Zen to Go is true, correct, current, and updated, disclaiming any possibility of malice, bad faith, or error, and that the User voluntarily created the account to use the Service and accepts that the provided data will be protected by the corresponding Privacy Policy.

In the event that the registration information is false, inconsistent, or lacks legality, or if there is action with malice and/or error regarding Users, Services, false data, and/or the Platform itself, Zen to Go will have the full right to suspend or immediately cancel the User's account without prior notice, with the User being responsible at all times for any damages caused.

Zen to Go states that for the provision and reservation of the Services set forth in these Terms and Conditions, the User must keep the User account active so that communication and assignment of the Service can be carried out according to what is requested, and so that the User knows the status of the procedure with the required Service. In the event of an IT conflict with the account, it must be communicated immediately to Zen to Go's contact email hola@zentogo.com.mx, which in turn will 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 modalities or sessions:

• Single massage - one massage session with one Therapist

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

• Back-to-back - two massage sessions, one after the other, with the same Therapist

• Massages for groups, events, or parties

  
  

All Services must be carried out at the address established by the Client, and the neighborhood (colonia) thereof cannot be modified once the reservation is confirmed.

The aforementioned 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 prior notice and at the complete discretion of Zen to Go, including surcharges for travel expenses and other concepts. All prices include Value Added Tax (I.V.A.).

Zen to Go accepts most national and international credit cards and national bank debit cards.

The entered card details 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 acts as a security measure in e-commerce transactions. Credit cards will be subject to pre-authorizations and verifications by their issuing entities; if said entities do not authorize 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. Check that you have entered the correct information in all required fields.

• It is recommended that prior to purchase, the Client ensures that there is no block on their card for conducting transactions on the internet.

  
  

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 inclusion of other methods in the future.

All charges made through the Platform, including debit or credit card charges, 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 when it deems necessary. The commission costs originated by the payment processor for each reservation are covered by the Platform. However, the Platform is not responsible for the following transaction costs that may arise with each reservation:

• If payment is by debit or credit card, charges originated by the Client's bank, whether due to interest, chargebacks, or any other reason or circumstance.

• In case of payment via SPEI interbank transfers, additional charges originated by the Client's bank; or,

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

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VI. RIGHTS AND OBLIGATIONS OF CLIENTS

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

The Client accepts that the Service is carried out at their own risk and under no circumstances will sexual, aggressive, and/or violent behavior between the parties be permitted; if there is an omission and/or violation of this paragraph, it may lead to legal action by the offended party (victim). The parties accept in this document the release of liability for Zen to Go, as the Platform, owned by the company, only acts as an intermediary Service between the Client and the Therapist.

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

The Client should consult with their doctor if they have doubts before requesting a massage. If the massage is requested by the Client for a third party, the Client must recommend the same to that person.

The Client must comply with the sanitary protocol related to COVID-19, which is communicated here.

The Client must guarantee the Therapist's access to the address and at the start time indicated in the reservation. The Client will do everything necessary so that the location has a sufficiently large and safe space for the Therapist to provide the Services indicated in the reservation. In the event that the Therapist cannot access the Client's residence for reasons not attributable to the Therapist, the reservation will be canceled by the Platform without the possibility of a claim or refund for the Client.

The Client commits to being available at the address and at the start time indicated in the reservation. The Therapist will remain at the location and give a grace period of up to 20 minutes to the Client after the start time indicated in the reservation. In the event that the Client is not available after the 20-minute grace period, the Therapist may leave the premises. The minutes the Therapist waits will not be compensated in the Service, nor will they imply any discount or refund to the Client.

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

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VII. RIGHTS AND OBLIGATIONS OF THERAPISTS

The Services indicated in the reservation will be provided solely and exclusively by the Therapist who requests the reservation and is confirmed by the Platform. The Therapist will provide only the Services indicated by the Client in the Reservation, at the location and within the schedule established therein.

Under no conditions will sexual, aggressive, and/or violent behaviors be permitted between the parties; if there is an omission and/or violation of this paragraph, it may lead to legal action by the offended party (victim). The parties accept in this document the release of liability for Zen to Go, as the Platform, owned by the company, only acts as an intermediary Service between the Client and the Therapist.

The Therapist must comply with the sanitary protocol related to COVID-19 which is communicated here.

The Therapist acknowledges that the service they provide to clients will comply with all provisions of the Mexican Official Standard NOM-035-STPS-2018 Policies, published on the Zen to Go website, and that for any specific situation under 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 item V of these Terms and Conditions.

The Therapist authorizes the Platform to collect 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 Therapist's continued use of the Platform and acceptance of new reservations constitutes acceptance of said 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 Client's address. The "check in" will serve as proof in the event of any eventual complaint from the Client about the Therapist's punctuality, as well as safety for the Therapist. The "check in" must be carried out through the Platform so that the location and arrival time are saved in the Platform's digital records.

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

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

‍VIII. CANCELLATION AND REFUND POLICY

Cancellations initiated by the Client incur the penalties described below, depending on the type of reservation. Penalty percentages are calculated on the net cost plus VAT of the canceled service(s).

a. Individual reservations (1–2 massages)

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

Cancellations initiated by the Client incur the following penalties:

• No penalty: with more than 24 hours notice prior to the start of the service.

• 20% penalty: with between 4 and 24 hours notice prior to the start of the service.

• 100% penalty: with less than 4 hours notice prior to the start of the service.

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

b. Group reservations and events (B2C)

Upon confirming the reservation with more than 72 hours notice, the Client must cover a non-refundable advance payment of 20% of the total amount. The remaining 80% must be settled 24 hours before the start of the service.

Cancellations initiated by the Client incur the following penalties:

• No penalty: with more than 72 hours notice prior to the start of the service.

• 20% penalty: with between 24 and 72 hours notice prior to the start of the service.

• 100% penalty: with less than 24 hours notice prior to the start of the service.

Cancellations must be notified in writing via email or WhatsApp.

c. Corporate clients (B2B)

Billing is done per cycle in accordance with the provisions of the current contract with the client. Balances resulting from cancellations are credited to the next billing cycle; under no circumstances are cash refunds made.

Cancellations initiated by the Client incur the following penalties:

• No penalty: with more than 24 hours notice prior to the start of the service.

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

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

Cancellations must be notified in writing via email or WhatsApp.

d. Grace period for late arrival of the Client

The Therapist will remain at the address and give the Client a maximum waiting grace period according to the type of reservation:

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

• Group reservations and events: 30 minutes.

• Corporate clients (B2B): 30 minutes.

Once the grace period has elapsed without the Client being available, the Therapist may leave. The 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 Client must contact Zen to Go at least 4 hours before the start of the service to cancel without penalty in case 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 Client must present diagnostic evidence (laboratory test or other official medical document) issued within 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 reservation and block Users without prior notice and at its sole discretion, especially in the event of signs of discrimination, inappropriate sexual behavior, or violence or safety risks 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

• In no case will cash refunds be made, except at the sole discretion of Zen to Go.

• Penalty percentages are calculated on the net cost plus VAT of the canceled service(s).

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IX. PROMOTIONS, REFERRAL PROGRAMS AND ZEN TO GO BALANCE

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

Promotions are not retroactive and can only be applied at the time of reservation. Promotions may contain additional restrictions on use of the type that the Platform deems appropriate, including validity dates, quantity, Service eligibility, and geographical location, among others. The Platform reserves the right to reduce or eliminate the benefit of a promotion either because the Platform considers that the benefit was granted to the User by error, 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 applied by the Client at the time of reservation and which discount the total cost of said reservation in accordance with the specific restrictions and conditions of said coupon.

b. Referral programs. Upon creating a Client account, and after completing and paying for their first reservation, the Platform assigns a unique alphanumeric code to the Client. In the referral program called "Clave Zen" (Zen Key), for example, if a third party uses the Client's code on their first reservation, and upon satisfactory completion of that reservation, the Client may receive discount credits against future Services. Additionally, the third party may receive an immediate discount on their first reservation. The Client's "Clave Zen" is entered by the third party at the time of their first reservation. 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 to the credit of the Client's account at any time and for whatever reason the Platform deems appropriate and necessary. The balances, referred to collectively as "Zen Balance," are automatically applied against the cost of future reservations as a discount and cannot be used retroactively. With exceptions expressly granted to certain Clients, balances granted to the Client are non-transferable and non-exchangeable for cash and cease to be valid if the Platform ceases operations. Credit balances may contain usage restrictions that the Platform deems appropriate, including validity dates, quantity, Service eligibility, and geographical location, among others. The Platform reserves the right to reduce or eliminate credit balances granted to Clients either because the Platform considers that the balance was granted by error, 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 complete discretion, may grant discount percentages in favor of the Client to be applied at the time of reservation. The discount rate is fixed by mutual agreement with the corporate User.

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X. COVERAGE AND AVAILABILITY

Zen to Go Services will be available in several cities of the Mexican Republic, and in its development, may expand to other cities around the world by updating the Platform.

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 registered Therapists.

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XI. ACCESS TO CONTENT AND SECURITY

The contents displayed on Zen to Go's digital Platform may use images, sounds, photographs, designs, and any form of marketing belonging to itself and third parties, respecting the copyrights and intellectual property they contain, and may be modified, suspended, or deleted at any time by Zen to Go.

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

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

Any violation of the Platform's system or security 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 in the provision of Services or Updates may occur, or even other events due to causes beyond the control of Zen to Go, so Zen to Go cannot be held responsible for any lost data during the transmission of information via the Internet.

Zen to Go is exempt from any liability occurring due to interruptions or suspensions of the Internet access service caused by failure in the telecommunications system, electricity supply, acts of God or force majeure, or actions of third parties that may disable the equipment supplying network access.

Therefore, Zen to Go is not responsible for any damage, loss, or harm to the User caused by failures in the system, the server, or the Internet. Zen to Go will also not be responsible for any virus that may infect the User's equipment as a consequence of accessing, using, or browsing the Platform or as a result of any transfer of data, files, images, texts, or audio contained therein.

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

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XII. INTELLECTUAL PROPERTY

The software, trademarks, and others related to the digital Platform and all content available therein, including links, both those in the process of registration and completion thereof, are the exclusive property of Zen to Go and are protected by laws and international treaties on copyright, trademarks, patents, models, and industrial designs applicable in Mexico and, where appropriate, internationally.

The copying, distribution, transmission, publication, connection, reverse engineering, or any other type of modification of the Platform or Content without the express and prior authorization of Zen to Go, or where appropriate, the owner of the corresponding property rights, is strictly prohibited. The User may not sublicense, sell, resell, transfer, assign, or in any way exploit the use of Zen to Go for any third party.

Any violation of the provisions in this section will constitute an infringement of intellectual property rights and will subject the User to applicable administrative, civil, and criminal penalties.

The use of Zen to Go does not confer property rights to the User, but simply a license for use.

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XIII. PRIVACY

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

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XIV. GENERAL RESPONSIBILITIES

The User understands and acknowledges agreeing that access to and use of Zen to Go is done at their exclusive discretion and under their responsibility and that they will be solely responsible for any damage caused to computer systems or their mobile device. Under no circumstances will Zen to Go, its employees, contractors, directors, agents, or developers be liable for any direct or indirect damage resulting from the use or inappropriate use of Zen to Go as its Services are exclusive and 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 developing partially and/or totally the services, method of work, intellectual property, know-how, and type of business of Zen to Go. This is applicable both during corporate collaboration and after it. In the event this clause is ignored, Zen to Go may initiate legal action against the "Corporate" User.

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XVI. USE OF COOKIES

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

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XVII. VALIDITY AND MODIFICATIONS

These Zen to Go Terms and Conditions come into effect as soon as the User accesses 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 Services at any time, without prior notice.

Modifications to these Terms and Conditions may be made at any time by Zen to Go, without this generating prejudice to the Platform itself or to Users.

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XVIII. FINAL PROVISIONS

For everything related to the fulfillment 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 in this act any other jurisdiction that by reason of their present or future address might correspond to them.

The User, in this act, 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.

Present or future Services will be backed and supported by these Terms and Conditions, which set forth the Services corresponding to Zen to Go, but are not limiting of the same.

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XIX. CONTACT AND INFORMATION

For any questions, suggestions, or complaints, Zen to Go places its Help Center at your service at the address hola@zentogo.com.mx.