Service Provision and Delivery Policy

This Service Provision and Delivery Policy describes how Multi Logistics initiates, develops, and delivers the professional services offered through its website.

This policy complements the Terms and Conditions, the Cancellation Policy, and the Refund Policy, forming part of the contractual framework applicable to the provision of services.

Nature of services

Multi Logistics provides professional Business Process Outsourcing (BPO) services, administrative management, operational support, business consulting, technology, business analysis, and other solutions aimed at supporting the management of public and private organizations.

The services offered are intangible and professional in nature. Unless expressly stated otherwise, hiring a service does not imply the delivery of physical products.

Service commencement

The provision of a service may commence once Multi Logistics confirms compliance with applicable conditions, including, where applicable:

• Confirmation of payment made by the customer.
• Administrative validation of hiring.
• Acceptance of the commercial proposal, quote, service order, or corresponding contract.
• Receiving the necessary information to execute the service.
• Responsible personnel assignment.
• Scheduling of meetings, work sessions, or previously agreed-upon activities.

The start time may vary depending on the nature of the service purchased.

Service and Delivery Options

The provision of services may be carried out through one or more of the following modalities, as appropriate:

• In-person or virtual meetings.
• Specialized consulting.
• Ongoing administrative services.
• Business Process Outsourcing (BPO).
• Report generation and delivery.
• Presentation of analysis, diagnoses, or recommendations.
• Digital document delivery.
• Access to technological platforms or tools when applicable.
• Remote support.
• Other modalities expressly agreed upon by the parties.

The specific modality will be defined in the corresponding commercial proposal, service order, or contract.

Delivery times

The deadlines for the provision or delivery of services will depend on factors such as:

• Project scope.
• Technical complexity.
• Required resources.
• Customer-provided information availability.
• Agreed schedule between the parties.

When applicable, estimated timelines will be established in the commercial proposal, quotation, service order, or contract.

Timelines may be adjusted when there are changes in the scope of service or circumstances that reasonably affect its execution.

Customer Responsibilities

To ensure proper provision of services, the client undertakes to:

• Provide truthful, sufficient, and up-to-date information.
• Facilitate access to the necessary documentation for service execution.
• Designate a point of contact when necessary.
• Respond promptly to information requests from Multi Logistics.
• Review and communicate observations on deliverables within agreed-upon deadlines.

The lack of collaboration or delay in the delivery of information may affect the execution times without this constituting a breach by Multi Logistics.

Deliverables

Depending on the contracted service, deliverables may consist of:

• Technical or administrative reports.
• Business Diagnostics.
• Financial reports.
• Digital documentation.
• Processed databases.
• Manuals or procedures.
• Consulting recommendations.
• Executive presentations.
• Specialized analysis results.
• Other products defined in the commercial proposal or contract.

Each service may include specific deliverables according to its nature.

Acceptance of Deliverables

Unless a different procedure is established in the corresponding commercial proposal or contract, the deliverables will be considered accepted when any of the following circumstances occur:

• The client expressly communicates their agreement.
• The client uses the deliverables for their activities.
• A reasonable period elapses without the client submitting observations related to the deliverables received.

When observations exist within the scope originally contracted, Multi Logistics will evaluate the corresponding corrections.

Scope of service modifications

Any modification requested by the client regarding the originally agreed-upon scope may imply adjustments to:

• The execution schedule.
• The deliverables.
• The allocated resources.
• The corresponding fees.

All modifications must be accepted by both parties before implementation.

Continuous services

When it comes to recurring, permanent, or business process outsourcing (BPO) services, the provision will be carried out in accordance with the service levels, schedules, procedures, and conditions established in the commercial proposal, service level agreement (SLA), or applicable contract.

Non-compliance attributable to parties other than Multi Logistics

Multi Logistics will not be responsible for delays or inability to provide a service when these are a consequence of:

• Incomplete or incorrect information provided by the customer.
• Delays in required approvals or validations.
• Lack of access to systems, facilities, or documentation.
• Breaches attributable to the customer or third parties under their responsibility.
• Force majeure events or circumstances beyond Multi Logistics' reasonable control.

Relationship with other policies

This Policy shall be interpreted in conjunction with the:

• Terms and Conditions.
• Privacy Policy.
• Cancellation Policy.
• Refund Policy.

In the event that a specific contract exists between Multi Logistics and the client, that contract shall prevail over any general provisions contained in this Policy.

Modifications

Multi Logistics may update this Policy when necessary to reflect changes in its processes, services, applicable regulations, or operating conditions.

The current version will be available on this website and will indicate the date of its last update.

For the purposes of this document, “Multi Logistics” is the trade name used by:

Contact

If you have questions related to the provision or delivery of Multi Logistics services, you can reach our team via the following email:

Email: [email protected]