At KIKI LATAM, our value promise to the Client is based on operational excellence, traceability, transparency, and trust. To meet these standards, we rely on strategic partners who share the same level of commitment and professionalism.

This Service Level and Conditions Policy for Logistics Operators sets out the clear and agreed-upon rules that govern our relationship with each Operator, ensuring a framework of collaboration and mutual responsibility.

What will you find in this policy?

• Purpose and scope: Definition of the operational framework and minimum commitments Operators must comply with in activities such as production, warehousing, transportation, distribution, collections, returns, and customs.
• Commitments of the Operator and KIKI: Guidelines on quality, traceability, communication, confidentiality, and continuous improvement.
• SLAs (Performance Indicators): Minimum standards that ensure operational efficiency and reliability.
• Penalty scheme: Conditions under which corrective measures or sanctions may apply in case of non-compliance.
• Incident and claim management: Procedure for reporting issues, submitting claims, and resolving incidents.
• Exclusions of liability: Cases where the Operator will not be held responsible (force majeure, information errors, defective packaging, etc.).
• Audits and supervision: KIKI’s rights to verify compliance with this policy and promote continuous improvement.
• Validity and updates: How and when the policy may be updated, and the Operators’ obligation to remain aligned.

Download complete documents

For official reference, below are the current valid versions of the Service Level and Conditions Policy:

• 📌 Spanish Version – PDF
• 📌 English Version – PDF

These versions contain the full text of the policy and are the ones currently in force for all Operators providing services to KIKI LATAM.