TERMS AND CONDITIONS

General Aspects

Acceptance by the Client of these Conditions is a condition for Mr.Wotter to accept the washing, cleaning, or waterproofing service requested.

Acceptance of the proposal sent by Mr.Wotter automatically implies acceptance of our Terms and Conditions by the client.

Prices and Payments

Service values are according to the current price list. The prices presented include VAT at the legal rate and other applicable charges.

Payment conditions are agreed with the client and stated in the order confirmation and/or invoice. Non-payment by the due date allows Mr.Wotter to charge interest at the legal commercial rate, plus 5% per year.

Orders and Cancellations

The client must place their order in writing or another form. Upon receipt of the order, a confirmation will be issued.

Mr.Wotter reserves the right not to accept new orders if there are unpaid or overdue amounts from the same client.

The service schedules are indicative only and cannot result in cancellations or refusals in case of early or late performance.

If the client wishes to cancel the contracted service, they must notify us in writing via email to geral@mrwotter.com at least 48 hours before the service start date. Failure to comply with the cancellation policy obliges the client to pay 50% of the contracted service value.

Cleaning Service

Cleaning of sofas, chairs, mattresses, and rugs are items that often do not include washing/cleaning instructions, increasing the likelihood of changes in color, texture, and size characteristics.

The cleaning and treatment process cannot be held responsible for poor dye coloring or discoloration during or after cleaning.

Mr.Wotter is not responsible for damages caused after cleaning, such as shrinkage, texture loss, fading, or color loss.

Mr.Wotter is not responsible for the total or partial removal of existing stains that cannot be removed due to their nature, age, or type.

It is the client's responsibility to ensure that the drying of items is carried out as indicated by the technician, i.e., maintaining good ventilation in the room where the item is located via air conditioning, dehumidifier, ventilation, or heating.

Mr.Wotter will repeat the cleaning service at no additional cost if notified by email within 48 hours of the cleaning, provided it is feasible to improve the result by repeating the service.

Unless proven otherwise or in case of gross negligence, Mr.Wotter's liability for non-performance or defective performance of the cleaning service entrusted by the Client will be limited to the refund of the price paid by the Client. In case of loss, exchange, theft, fire, force majeure, or total damage to the item entrusted by the Client, the commercial value of the item on the date it was delivered for cleaning will be reimbursed.

An item is considered lost if it is not returned to the Client within two months from the collection date after a written complaint.

The commercial value of the item for reimbursement purposes is determined according to best practices in the washing/cleaning industry, considering the initial average cost, its average durability, depreciation over time, and replacement cost. The following depreciation rates apply:

• 20% for an item purchased less than ten months ago;

• 40% for an item purchased between ten and thirty months ago;

• 70% for older items, unless reservations were made about the item's significantly used condition.

Mr.Wotter will not be responsible for any damage, either material or non-material, exceeding the commercial value of the item on the date it was delivered for cleaning.

Waterproofing Service and Guarantees

Conditions to benefit from the Mr.Wotter Waterproofing Guarantee:

Report any incident to Mr.Wotter by email within 5 days from the incident date.

Show care for the treated items.

Clean the affected area as instructed by Mr.Wotter when the stain is discovered.

Keep proof of service execution.

This guarantee does not cover:

Stains caused by acidic substances (including urine); Stains caused by inks, dyes, corrosives, or bleaching agents (e.g., bleach); Normal dirt from daily use (e.g., grime, sweat); Manufacturing defects, items subjected to misuse, abuse, or with tears.

This guarantee replaces all other warranties, expressed or implied, and no one is authorized to assume or assure connection with the sale of this product. Mr.Wotter will not be liable for any consequential or indirect damages of any kind and will only be obliged to clean the stain and reapply the product in the affected area.

If the client's complaint is covered by this guarantee, Mr.Wotter will cover all costs. Otherwise, travel costs will be charged.

After-Sales Service and Warranty

Mr.Wotter guarantees the quality of the services provided. The warranty is excluded when the anomaly is due to client misuse.

The client must check the conformity of the service immediately after its provision, signing the good conformity declaration.

If the good conformity declaration is not signed, the service is presumed to be well provided if the client does not complain within 48 hours.

Complaint

If there is an anomaly in the service provided, the client must report it to Mr.Wotter by email to geral@mrwotter.com with photos within 48 hours.

Upon receiving the complaint, Mr.Wotter will inform whether it accepts responsibility for the anomaly or not. If accepted, Mr.Wotter will inform the client whether it will proceed with repair or replacement, choosing the means of resolution.

Repair of any damage is expressly excluded, except in cases of gross negligence or willful misconduct.

Alternative Dispute Resolution

Mr.Wotter is available for any clarification or resolution of any issue related to the services provided and/or goods supplied.

In case of a dispute concerning contractual obligations arising from sales or service contracts, the consumer may refer to the following Alternative Dispute Resolution Entity:

Lisbon Consumer Conflict Arbitration Center Geographic coverage: Contracts concluded in the Lisbon Metropolitan Area, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisbon, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra, and Vila Franca de Xira.

Postal address: Rua dos Douradores, 116, 2nd floor – 1100-207 LISBON Phone: 218 807 030 Email: juridico@centroarbitragemlisboa.pt / director@centroarbitragemlisboa.pt Website: www.centroarbitragemlisboa.pt

For more information, you can consult the Consumer Portal at www.consumidor.pt.