COMPLAINT FORMS

Last updated: [DD/MM/YYYY] Website: [www.onlycleans.es] Commercial name: Only Cleans

1. General information

Only Cleans informs consumers and users that official Complaint Forms are available in accordance with the applicable regulations in the Autonomous Community of Andalucía.

This page is intended to inform clients about the existence of such forms, the channels through which they may request them, the basic submission procedure and the way Only Cleans will handle complaints received.

The existence of this page does not limit any rights that consumers and users may have under applicable regulations.

2. Service provider details

Commercial name: Only Cleans Legal owner: [FULL LEGAL NAME / COMPANY NAME] NIF / CIF: [NIF / CIF] Professional / tax address: [FULL ADDRESS] Contact email: onlycleanscostadelsol@gmail.com Phone / WhatsApp: [PHONE / WHATSAPP] Website: [www.onlycleans.es]

3. Right to request a Complaint Form

Consumers and users may request a Complaint Form when they wish to express dissatisfaction, submit a complaint, claim or report related to a service provided or requested from Only Cleans.

The form may be requested even if the service has not ultimately been provided, provided that there is a consumer relationship or a request related to Only Cleans services.

The Complaint Form will be provided free of charge where applicable under the relevant regulations.

4. Home services and mobile services

Only Cleans mainly provides services at home, in private properties, vehicles, vessels, villas, offices, hotels, holiday apartments or other locations indicated by the client.

Where the service is provided outside a fixed establishment, the client may request the Complaint Form at the place where the service is provided, where applicable.

Only Cleans will inform the client of the physical, postal or electronic channel available to request or submit the form when contact or booking takes place remotely.

5. Channels to request or submit a complaint

The client may contact Only Cleans to request information, submit an internal complaint or request a Complaint Form through:

Email: onlycleanscostadelsol@gmail.com WhatsApp: [PHONE / WHATSAPP] Postal / professional address: [FULL ADDRESS, IF APPLICABLE] Electronic Complaint Forms system: [LINK / INFORMATION, IF APPLICABLE]

Only Cleans may request the information necessary to identify the service and properly process the complaint or claim.

6. Recommended information when submitting a complaint

To facilitate the review of a complaint or claim, the client is advised to include:

• Full name.
• Contact details.
• Date of the service or request.
• Address or area where the service was provided.
• Type of service hired or requested.
• Clear description of the facts.
• Photographs or videos, where applicable.
• Quotation, invoice or proof of payment, if available.
• Relevant WhatsApp, email or other messages.
• Requested solution, if the client wishes to propose one.
• Any other document that may help assess the facts.

7. Response from Only Cleans

Once a Complaint Form has been received, Only Cleans will respond in writing within the applicable legal period.

Response period in Andalucía: 10 business days from receipt of the complaint by the company, unless applicable regulations establish a different period.

The response may include, depending on the case:

• Full or partial acceptance of the complaint.
• Proposed solution.
• Request for additional information.
• Technical explanation of what happened.
• Justification that no solution is offered.
• Information about mediation, consumer arbitration or other resolution mechanisms, where applicable.

8. Complaints related to the service result

Where the complaint is related to stains, odours, moisture, drying, alleged damage, limited result or any technical incident, Only Cleans may request:

• Clear photographs.
• Videos.
• Access for inspection.
• Information about later use of the item.
• Information about ventilation and drying.
• Confirmation of whether the item was used, cleaned or treated by third parties after the service.
• Any data necessary to determine whether the incident is related to the service provided.

Submitting a complaint does not imply automatic acceptance of responsibility by Only Cleans.

Each case will be analyzed in accordance with the Terms & Conditions of Service, available information, photographs, job documentation and applicable regulations.

9. If the client does not receive a response or disagrees with it

If the legal response period expires without a response, or if the client disagrees with the response received, the client may submit the complaint to the competent consumer authorities.

In Andalucía, the consumer may contact, where applicable:

• The relevant Municipal Consumer Information Office, if available.
• The Territorial or Provincial Delegation competent in consumer matters.
• The official information and processing channels of the Junta de Andalucía in consumer matters.
• The Electronic Complaint Forms System, where applicable.

The client should keep copies of all documents related to the complaint.

10. Documentation that may accompany the complaint

When the complaint is submitted to the consumer authorities, it is advisable to attach, if available:

• Only Cleans’ response, if any.
• Invoice.
• Proof of payment.
• Quotation.
• WhatsApp or email messages.
• Photographs.
• Videos.
• Accepted service terms.
• Any document that helps assess the facts.

11. Internal complaint and official Complaint Form

The client may first contact Only Cleans to try to resolve the incident internally and directly.

However, the possibility of submitting an internal complaint does not replace or limit the consumer’s right to request and submit an official Complaint Form where applicable.

Only Cleans will try to resolve incidents in a reasonable, proportionate and documented manner.

12. Relationship with other legal documents

This page is complemented by:

• Legal Notice.
• Privacy Policy.
• Cookie Policy.
• Terms & Conditions of Service.

Complaints related to the processing of personal data will be handled in accordance with the Privacy Policy and applicable data protection regulations.

Complaints related to the service will also be analyzed in accordance with the Terms & Conditions of Service.

13. Contact

To request information about Complaint Forms or submit a complaint related to a service, the client may contact Only Cleans through:

Email: onlycleanscostadelsol@gmail.com WhatsApp: [PHONE / WHATSAPP] Address: [ADDRESS, IF APPLICABLE]