At KIKI LATAM, we are committed to operational excellence, traceability in logistics management, and a transparent relationship with our Clients.

This Service Levels and Compensation Policy establishes the minimum standards we commit to meeting during the provision of our services, as well as the criteria, conditions, and limits under which we recognize compensation in cases of operational failures or direct impacts attributable to our operation.

The purpose of this document is to provide legal certainty, commercial clarity, and an objective guide for our Clients, complementing the terms agreed upon contractually.

This policy is an integral part of the contracts entered into with KIKI LATAM, and its acceptance implies understanding and compliance with the conditions described herein.

1. What is the purpose of this policy?

The purpose of this Service Levels and Compensation Policy is to establish a general reference framework for managing claims and compensation resulting from incidents occurring during the provision of the logistics services offered by KIKI LATAM, including storage, distribution, cash on delivery (COD), and complementary services.

This policy defines the minimum service commitments assumed by KIKI, the scenarios in which compensation may apply, the limits and modalities of compensation available, as well as the conditions under which Clients may formally request a review of incidents.

Its aim is to foster a transparent, consistent, and predictable relationship between KIKI and its Clients, strengthening commercial trust and enabling the resolution of impacts based on pre-established objective criteria.

2. What is the scope of this policy?

This policy applies to all Clients who contract services with KIKI LATAM, regardless of their country of operation, contact channel, or commercial model, unless otherwise expressly stated in the signed contract. It also applies to all services provided directly by KIKI or by its allied logistics operators, as long as they are coordinated under KIKI’s operation.

It includes the following services:

• Storage of products in logistics centers operated or coordinated by KIKI.
• Order processing and distribution under the last-mile delivery model.
• Cash collection under the Cash on Delivery (COD) modality.
• Additional services offered by KIKI related to logistics operations (such as counting, labeling, insurance, among others).

This policy becomes binding once published and forms an integral part of the general service conditions offered by KIKI LATAM. It may be referenced in contracts, service orders, commercial agreements, or published through official channels such as the corporate website.

3. What types of compensation can I expect if I contract services with KIKI LATAM?

In relation to the services accessed by the Client through KIKI LATAM, two types of compensation will be considered:

Compensation for service quality failures:
These refer to compensations applicable when, due to causes attributable to KIKI, the minimum service levels (SLAs) committed to in this policy are not met. These compensations do not depend on the purchase of insurance and are calculated based on predefined penalty formulas (see Service Levels section). Their application requires that the Client has followed the reporting procedure and that direct responsibility on the part of KIKI is verified.

Compensation for damage to goods or collected cash:
These refer to material losses during storage, transportation, or collection (COD), and are subject to the Client having previously contracted the corresponding additional services, such as:

• Insurance for goods (in storage or in transit),
• Insurance for values (cash collection),
• Pallet-counting service, to enable inventory traceability and protection against shortages.

This type of compensation is calculated based on the production value declared by the Client in the Production Value Declaration Form, which is part of this policy as Annex A, and is limited by the maximum amounts defined in this policy.

Additionally, the following liability parameters will be taken into account to understand the types of damages and when KIKI LATAM is or is not responsible for them:

A. In which cases is KIKI liable?

KIKI LATAM will only be liable when it is verified that:

• The event originated within the logistics chain under its operational control.
• The Client has complied with the required documentary and contractual conditions (value declaration form, invoice, contracted insurance, and/or other documents requested by KIKI at the time of the claim, if applicable).
• No exclusion established in this policy or in the current contracts applies.
• No case of Client responsibility, as outlined in this policy, applies.
• There is objective evidence of the incident (logs, systems, photos, traceability).
• There were no cases of force majeure (fires, floods, earthquakes, hurricanes, etc.).

B. In which cases is the Client responsible?

KIKI LATAM will not be held liable when the incident is attributable to omissions, errors, or breaches by the Client. This includes, but is not limited to:

• Goods without contracted insurance.
• Products without a value declaration or valid invoice.
• Inadequate packaging for logistics conditions (stacking, transport, humidity, etc.).
• Verbal instructions not formalized in writing.
• Incomplete or incorrect delivery addresses entered by the Client.
• Duplicate orders generated by the Client’s systems without validation or sent manually.
• Consumer use, misuse, or abuse of the product, as KIKI is limited to the logistics operation.
• Goods without labeling or identification.
• Goods unavailable (out of stock) in the warehouses assigned by the company.

Common examples:

• Damage due to the collapse of weak boxes or poor packaging of fragile products (unsuitable cardboard, glass items).
• Claims for products never formally registered in inventory.
• Routing errors due to incomplete or incorrect information provided by the Client.
• Claims submitted outside the timeframe established to report incidents.
• Differences between units reported in documents vs. the actual units in master boxes and/or pallets.
• Differences or mixing of different SKUs in a reported batch, preventing correct product classification and storage.

C. In which cases is no party held responsible?

It will be understood that neither KIKI nor the Client is liable when the event originates from external circumstances or those not directly attributable to either party, such as:

• Force majeure or unforeseen events (natural disasters, blockades, riots, etc.).
• Theft carried out by third parties without the possibility of direct operational control.
• Failures stemming from external technological systems outside the KIKI ecosystem.
• Disputes over undocumented values or shortages without traceability.

In these cases with no attributable responsibility, the Client may, at their discretion, contract insurance with KIKI to cover damages to goods in transit, as well as COD collection. For insurance related to the storage of their goods and possible damages due to force majeure or unforeseen events, KIKI may assist the Client, at their own expense, in contracting a policy with a legally established insurance company in the applicable country of operation.

Common Cases and Applicable Rules:

To better understand the types of liability, typical scenarios, and whether compensation or penalty payments apply, the following matrix is provided:

Notes:

In all cases where compensation applies, it must be requested in accordance with the claims procedure and within the established timeframes.

The “Applicable Compensation” column refers to the type of table that should be applied based on the nature of the damage:

• Service Level Table: for operational failures and unmet SLAs.
• Damage Compensation Table: for material losses of goods or collected cash.

4. Service Levels (SLA)

KIKI LATAM commits to meeting the following service levels during the execution of its logistics operations. These apply as general standards unless otherwise agreed by contract.

These indicators define the minimum expected performance thresholds and serve as the reference framework for applying penalties or compensations in the event of non-compliance attributable to KIKI in any of the service modalities it provides to its Clients:

Note: For the purposes of applying this compensation table, 1 business day is considered to have 8 business hours.

The payment of the described penalty represents the full maximum amount for which KIKI will be liable in each case. This means such penalties are not additional charges on top of collected amounts or declared values.

5. Daños a los bienes transportados y/o al recaudo

In cases of damage to merchandise—whether in storage, during delivery transit, or related to cash collected by KIKI—the applicable compensation will depend on the type of incident and whether the Client has contracted the additional insurance options offered by KIKI LATAM to protect their goods or collected funds. The following table outlines the applicable scenarios and compensation limits:

6. Claims Procedure

En caso de que el Cliente considere que ha ocurrido una falla en la prestación del servicio o un daño atribuible a KIKI LATAM, podrá presentar una solicitud de indemnización de acuerdo con el procedimiento que se describe a continuación. Este procedimiento tiene como objetivo asegurar una revisión oportuna, objetiva y transparente de los casos reportados.

If the Client considers that a service failure or damage attributable to KIKI LATAM has occurred, they may submit a compensation request following the procedure described below. This procedure aims to ensure a timely, objective, and transparent review of the reported cases.

Where should a compensation request be submitted?

To begin, the Client must distinguish between two types of claims:

• Claims for damages in a single event: A high number of orders, products, or collected cash affected in a single incident.
• Damages or losses in products across different events: Damage to one or a small number of orders and/or products across separate shipments, representing recurring incidents of damaged or lost products over a period of time.

For either type of claim, the Client must submit the request through the official channel provided by KIKI LATAM for such purposes:

Official channel: support@kikilatam.com

Cases must be reported as follows:

• Type “a” cases, referring to a serious impact in a single event: If a significant number of tracking numbers or collected funds were affected in a single incident, the Client must submit an individual report for that event, including all relevant information about the affected orders or values. The request must be submitted within a maximum of five (5) business days from the date of the incident.
• Type “b” cases, referring to product losses or damages across different events: The Client must submit a single monthly report of losses within five (5) business days after the close of the previous month in which the incidents occurred. Individual reports for each case will not be accepted.

Claims submitted outside the established timeframes will not be accepted, unless there is a duly justified cause accepted by KIKI.

What information and documentation must accompany the request?

The request must be submitted in Excel, Word, or PDF format and must include the following minimum information for evaluation:

Mandatory Information:

• Full name of the Client and identification number (if applicable).
• Order numbers or logistics tracking numbers related to the case.
• Date the event occurred or the problem was identified.
• Clear description of the incident: What happened? How did it affect the goods or service? What is the claim?

Mandatory Documentation: The request must be accompanied by the following:

• Copy or image of the invoice for the affected product, issued in the Client’s name.
• Signed and valid Value Declaration Form (if applicable).
• Evidence of the incident:
  • Photographs of the damaged product, packaging, or logistics documentation.
  • System screenshots (WMS, deliveries, etc.).
  • Operational reports or logs, if available.
• Proof that the product or service was insured, if the claim corresponds to a policy-based compensation request.

How long does KIKI take to respond to the claim?

Once the request is received with complete documentation, KIKI LATAM will issue an initial response within a maximum of five (5) business days, indicating:

• That the case has been received and will be evaluated.
• If additional information is needed to proceed with the analysis.

The final resolution of the case (approval, rejection, or partial compensation) will be communicated within a maximum of twenty (20) business days after all necessary information is received, unless the case requires validation with an insurer or an exceptional review. In such cases, the Client will be informed of the estimated additional time.

How long does it take to pay an approved claim?

Once the case is approved, payment or application of the compensation will be made within a maximum of thirty (30) business days from the formal confirmation of approval. The compensation method (credit, credit note, or cash reimbursement) will be determined by KIKI in accordance with its compensation policy.

Additional Notes

• Requests that do not meet the minimum requirements will be returned for correction before analysis.
• KIKI LATAM reserves the right to reject claims that are insufficiently supported, submitted outside of established deadlines, or that violate contractual terms.
• Under no circumstances will losses be compensated based solely on assumptions, undocumented estimates, or claims unrelated to KIKI’s operations.

How are penalties and/or compensations paid?

Penalties or compensations that have successfully passed the claims process will be paid to the Client.

NOTE: If, during the evaluation of the compensation request—or even after approval—KIKI LATAM determines that the issue, loss, and/or service failure has been corrected (e.g., the product was delivered or recovered), the approval and/or payment process will be canceled, and no penalty or compensation will be issued.

7. General Liability Exclusions

This policy is an integral part of the contracts signed between the Client and KIKI LATAM and serves as the interpretive framework for resolving any claims related to service failures or product damage.

KIKI LATAM shall not be liable for compensation or indemnification when the damage, loss, or breach arises from any of the following circumstances:

• Inventory discrepancies when the unit-counting service was not contracted. KIKI assumes no responsibility for quantity differences if the Client did not previously request a validated count by our operations team before product intake.
• Damages resulting from inadequate packaging. KIKI will not be liable for products that are crushed, deformed, or deteriorated due to the use of weak boxes, materials not suitable for stacking, or insufficient protection—especially if not declared as fragile.
• Losses due to external errors, fraud, or tampering beyond KIKI’s control. No compensation will be provided for incidents attributable to external networks, unauthorized third parties, the Client’s systems, third-party logistics providers, or any source outside KIKI’s direct control.
• Incidents resulting from force majeure or unforeseen events. Including but not limited to: natural disasters, civil unrest, acts of vandalism, blockades, fires, hurricanes, or structural failures outside KIKI’s responsibility.
• Claims without traceability or valid support. Requests lacking clear evidence of the incident (logs, photos, documents, system screenshots), or those submitted outside the allowed timeframes, will not be considered.
• Prohibited or improperly declared products. KIKI is not responsible for merchandise that violates transport regulations, is restricted by law, or was not correctly reported in the Value Declaration Form.
• Duplicate or reopened claims. Once a claim has been resolved and approved (in full or in part), and the corresponding compensation issued, the case will be considered closed and cannot be reopened or modified.
• Failed delivery attempts. The Client acknowledges that multiple delivery attempts are a commercial benefit granted to improve delivery success rates; however, performing only one delivery attempt does not, in itself, establish liability on KIKI’s part.

8. General Kiki Insurance Conditions

KIKI LATAM offers Clients an optional insurance service to cover risks associated with merchandise distribution and cash on delivery COD (Goods in storage are excluded), subject to the following guidelines:

• Express Contracting: Coverage only applies if the Client has formally contracted the insurance at the start of operations or before the entry of a new order batch. Without express request, the Client is deemed to assume the risk.
• Insurance Cost: The cost per order will be specified in KIKI’s formal commercial proposal. If it is not informed of the proposal, the rate will be specified in each invoice.
• Applicable Coverage:
  • Transport: Loss or damage of goods during the journey from fulfillment to the final recipient.
  • COD: Loss of cash during delivery, due to theft or properly documented misplacement.
• Coverage Not Applicable to Storage:
  The insurance offered by KIKI does not cover incidents during storage. Clients wishing to protect their stored merchandise must purchase their own policy. KIKI shall not be liable for damages, losses, fires, or other events affecting goods in storage, unless expressly agreed otherwise in writing.
• Limits and Conditions:
  Maximum indemnity amounts and policy activation requirements will be governed by this policy and detailed in the commercial or contractual documentation signed with the Client.

9. Publicación, Actualización y Vigencia

This Service Levels and Compensation Policy is an integral part of the agreements signed between KIKI LATAM and its Clients and is deemed accepted by the Client upon contracting any of the services offered by KIKI.

The policy is permanently available on the official website of KIKI LATAM (www.kikilatam.com), where a public version history is also maintained to track updates, effective dates, and applicable changes.

KIKI LATAM may update, modify, or supplement this policy at any time, in response to changes in its operations, applicable regulations, or logistics industry practices. Any modification will be published at least five (5) business days before it takes effect, and will be considered accepted by the Client if they continue to use KIKI’s services after the new version is published.