INTRODUCTION: LZ GLOBAL HOLDINGS INC, hereinafter identified as LAZZA GLOBAL, through this document, communicates, informs, publishes, and issues to all interested parties its PQRS (Petitions, Complaints, Claims, and Suggestions) handling policy, which may be consulted through the website WWW.LAZZAGLOBAL.COM.

This policy is intended to establish the guidelines for the receipt, handling, and treatment of PQRS submitted by users, clients, suppliers, and other interested parties with respect to the services, functionalities, and channels associated with LAZZA GLOBAL, thereby seeking to guarantee timely, respectful, and efficient handling that protects the interests not only of the petitioner or applicant, but also of LAZZA GLOBAL.

INTERPRETATION: This policy must be interpreted as an instrument or tool with organizational or operational application, with the purpose of clearly and thoroughly setting forth the guidelines applicable to the filing of PQRS submitted by users, clients, suppliers, and other interested parties with respect to the services, functionalities, and channels associated with LAZZA GLOBAL.

Therefore, its purpose will be to guarantee that the treatment, handling, and attention of these PQRS is carried out in compliance with standards of respect, order, and traceability, without this entailing the immediate or automatic acceptance of liability or the recognition of rights not previously established in the terms and conditions of use and other applicable provisions or policies that may apply between the petitioner or applicant and LAZZA GLOBAL.

Therefore, although this policy shall be understood as a standalone document, it is related to and complementary with the various provisions, terms and conditions, contracts, and other instruments that may apply and that are applicable by LAZZA GLOBAL, in the provision of its services.

SCOPE: This policy applies generally to all services, functions, content, technologies, channels, platforms, tools, or mechanisms available, offered, or associated with LAZZA GLOBAL, with the understanding that it will likewise cover current functionalities, services, and channels, as well as those that may be developed or enabled in the future.

PURPOSES: This policy applies a series of purposes aimed at optimizing the institutional management of these PQRS, thereby seeking to protect the interests of the petitioner and of LAZZA GLOBAL.

Therefore, the following shall be deemed the main purposes, without limitation:

• To timely address the PQRS submitted by users, clients, suppliers, and other interested parties.

• To carry out a timely and efficient traceability process for the PQRS submitted by users, clients, suppliers, and other interested parties.

• To establish appropriate communication channels with users, clients, suppliers, and other interested parties.

• To prevent the receipt of unfounded, fraudulent, or bad-faith claims or requests.

• To pursue the implementation of continuous improvements in the various services, processes, and communication and support channels.

• To uphold standards of respect and trust.

• To securely retain information.

• Other purposes that may be applicable.

DIFFERENTIATION OF CONCEPTS: Although, strictly and legally, no distinction has been established among the concepts of petition, complaint, claim, or suggestion, for the purpose of establishing clear parameters and guidelines that facilitate their processing, for purposes of this policy these concepts shall be differentiated as follows, and all of them shall generally be deemed requests:

• Petition: This is understood as the right held by any person to submit respectful requests for information or documentation, whether of general or specific interest.

• Complaint: This is understood as any expression of dissatisfaction with the services, functionalities, and channels associated with LAZZA GLOBAL.

• Claim: This is understood as the expression of dissatisfaction with the services, functionalities, or channels associated with LAZZA GLOBAL, considered a formal declaration of breach or alleged violation of a right, caused by the deficient provision or suspension of a service, functionality, or channel associated with LAZZA GLOBAL.

• Suggestion: This is understood as any expression in the form of a recommendation made by any person, the purpose of which is to generate an improvement in the provision of services associated with LAZZA GLOBAL.

SUBMISSION OF PQRS AND RECEIPT CHANNELS: Any request, expression, communication, or other type of statement addressed to LAZZA GLOBAL; shall in principle be received and processed as a petition, provided that it is appropriate and the necessary requirements set forth in this policy are met.

Therefore, in order to guarantee a due process of receipt, review, verification of requirements, follow-up or traceability, return, correction, subsequent response, or rejection, any type of request, petition, claim, complaint, or suggestion shall be received exclusively in writing, addressed to the email [email protected], it being understood that requests submitted in any other manner will not be processed.

Likewise, these requests shall be assigned a filing or tracking number in order to facilitate their location and follow-up.

Finally, all requests, whether petitions, complaints, claims, or suggestions, must be respectful and must comply with the policies and supplementary provisions established by LAZZA GLOBAL, under penalty of rejection.

REQUIREMENTS FOR SUBMITTING PQRS: Every request received, regardless of its type, must contain at least the following information for processing:

Identification information. The following must be included as identification information:

• First and last names, type and number of identity document of the applicant, when the applicant is a natural or individual person.

• Corporate name, type and number of identity document of the applicant, when the applicant is a legal entity, as well as the identification information of its legal representative, following the requirements set forth in the preceding paragraph.

• When applicable, any additional information that allows specific identification of a service associated with LAZZA GLOBAL, such as usernames, types of service, sequential numbers, transaction numbers, and other related and applicable information.

Substance of the request. The following must be included as substantive information allowing the request submitted to be addressed:

• A detailed description of the request, specifying the facts and the circumstances of time, manner, and place that gave rise to it.

• The reasons on which the request is based.

• When applicable, a list of attachments or supporting documents that may be directly linked to the principal request.

Contact and notification information. For purposes of contact and notification, the following information must mandatorily be included:

• Email address (mandatory).

• Telephone number.

• When applicable, physical notification address.

Once the request is received through the channels established for that purpose, it will be reviewed in full in order to verify compliance with the requirements referred to above.

A request shall not be deemed incomplete for lack of requirements or documents that are not necessary to resolve it, or that can be consulted in the records or files of LAZZA GLOBAL.

It is specified that requests that are unfounded, fraudulent, or contrary to the operating provisions and policies of LAZZA GLOBAL will be rejected.

ON INCOMPLETE, CONFUSING, OR ERRONEOUS PQRS AND WITHDRAWALS: When, during the process of reviewing and verifying compliance with requirements, it becomes evident that a request has been submitted incompletely or incorrectly, or that the applicant must carry out an action or procedure that is exclusively their responsibility and is necessary to provide a substantive response, the petitioner will be required, within the ten (10) business days following the filing date, to complete it or carry out the corresponding action within a maximum term of one (1) month.

Starting on the business day following the date on which it is shown that the interested party has carried out the applicable corrective actions, the term for resolving the petition will be reactivated.

If one (1) month has elapsed since the request and the petitioner has not remedied it, it will be understood that the petitioner has withdrawn the request, unless, before the established deadline, an extension is requested for a term equal to the one initially established.

On the other hand, when the request is not understood or is unclear, it will be returned to the applicant so that it may be corrected or clarified within a term of ten (10) business days, counted from the request, and if this term has elapsed without the applicant or petitioner remedying it, it will be understood that the applicant has withdrawn the request, unless, before the established deadline, an extension is requested for a term equal to the one initially established.

Starting on the business day following the date on which it is shown that the interested party has carried out the applicable correction, clarification, or related actions, the term for resolving the petition will be reactivated.

Withdrawal entails that the petitioner must submit a new request, complying with the requirements applicable for that purpose.

Likewise, the applicant may at any time state their decision to withdraw the request, without the need to justify this decision, it being understood that this does not limit or prevent the petitioner from submitting new requests in the future on the same matter or on different matters.

A lack of interest, interaction, response, or attention to requirements, and other related circumstances, shall likewise be deemed expressions of withdrawal by the petitioner, without the need for express indication or confirmation by the petitioner.

TERMS FOR RESOLUTION OR RESPONSE TO PQRS: Within the twenty-four (24) to forty-eight (48) business hours following submission of the request, the filing number will be assigned, and the count for the response term will begin on the following business day.

As a general rule, requests received, regardless of their type, will be resolved within a term of fifteen (15) business days counted from the day following their receipt.

If it is not possible to resolve the request within the term indicated above, the applicant will be informed of such circumstance before the expiration of the respective term, and a reasonable response period will be set, which may not exceed twice the initial term.

It is important to highlight that this general term may be altered when incomplete, confusing, erroneous, or similar requests are submitted, in accordance with the preceding section, and due to withdrawal situations.

TRACEABILITY: The applicant may, at any time, track or follow up on the request using the filing or assignment number, through the channel used for the corresponding submission or through a different channel directly authorized by LAZZA GLOBAL.

It is important to clarify that the availability of this tracking service will depend on the functionality of the channels and the service hours directly established by LAZZA GLOBAL.

LIMITATIONS AND RESTRICTIONS: Requests, whether for information or documentation, may be limited or restricted when they relate to cases such as:

• Requests involving privacy and habeas data matters of third parties.

• Requests concerning information protected by trade, business, or industrial secrecy.

• Requests concerning information or documentation that may be protected by professional secrecy.

• Other cases that may apply and that may also be expressly set forth in applicable regulations.

GENERAL DESCRIPTION OF THE PQRS SUBMISSION AND PROCESSING PROCESS: In order to simplify and present the foregoing in a more straightforward manner, a general description of the PQRS submission and processing process is provided below, set out step by step as follows:

STEP

OBSERVATION OR COMMENT

Step 1: Submission of the request.

For further detail, see the section related to this topic.

Step 2: Assignment of filing number.

For further detail, see the section related to this topic.

Step 3: Review and verification of compliance with requirements.

For further detail, see the section related to this topic.

Step 4: Processing in accordance with the following cases:

• Compliance with requirements.

• Non-compliance with requirements.

• Incomplete, confusing, or erroneous requests, or additional processes.

• Rejection.

At this point, two scenarios may arise: the established requirements are either met or not met; therefore, it is important to bear in mind the following:

1. When the necessary requirements are met, the respective request will be processed within the general term established for that purpose and described in the section related to this matter.

2. In the event of non-compliance, or where correction or clarification is needed, the corresponding actions will be carried out in accordance with the guidelines and terms established for that purpose.

3. When the request is unfounded, fraudulent, or contrary to the operating provisions and policies of LAZZA GLOBAL, it will be rejected and will not be processed.

Step 5: Response For further detail, see the section related to this topic.

Additionally, it is important to highlight that the following scenarios may arise within this process:

1. Withdrawal by the applicant at any time after submission of the request.

2. Withdrawal due to lack of interest, interaction, response to requirements, or other applicable circumstances.

3. Tracking or traceability at any time after the assignment of the filing number.

4. Application of limitations or restrictions.

It is important to state that this description is provided in a general manner solely to simplify the information set out above; therefore, it does not constitute a sole statement of strict processing and procedure, since this process may be modified or altered depending on the specific case at hand.

INTERRELATION OF REGULATIONS. This policy is complemented by and works together with:

• General terms and conditions of use.

• Privacy and personal data processing policy.

• Cookie policy.

• Policy on prohibited activities and restricted countries.

• Risk warning policy.

• Additional, supplementary, and internal provisions of LAZZA GLOBAL.

• Applicable regulations on the matter.

In this regard, acceptance of any of the aforementioned provisions, or the use of and access to the services, functionalities, and channels associated with LAZZA GLOBAL, implies full, conscious, and informed acceptance of this policy.

This regulatory interrelation ensures a harmonious, coherent, and systematic application of all rules applicable to the use of the services and channels of LAZZA GLOBAL.

RETENTION: LAZZA GLOBAL may retain the records, reports, requests, communications, digital evidence, recordings, usage data, metadata, or other information that may be relevant to the application of this policy, for as long as it deems necessary and appropriate to fulfill its legitimate purposes, including compliance with legal or contractual obligations, the exercise of rights or defense against claims, investigations, or the prevention of unlawful activities.

This retention may be of indefinite duration or for a specified period when a legal provision so establishes.

SECURITY AND LIMITATION OF LIABILITY: LAZZA GLOBAL will implement technical, administrative, organizational, legal, and logistical measures aimed at preventing, detecting, and mitigating risks associated with its operations, services, functionalities, and digital channels, and consequently with the processing of PQRS.

However, the interested party, whether a user or not, acknowledges that no preventive measure is infallible or absolute, and that unauthorized access or misuse by third parties, system breaches, operational or technological failures, or events of force majeure or fortuitous events, as well as other related occurrences, may exceed reasonable control capabilities; accordingly, LAZZA GLOBAL will not be liable for any damages arising from such events, nor for actions carried out by third parties or by users or interested parties themselves in violation of this policy, who shall be responsible for any direct or indirect damage, loss, penalty, or impact arising from their conduct.

AMENDMENTS: This policy may be adjusted by LAZZA GLOBAL at any time for the purpose of making modifications, adaptations, updates, or legal, technological, or corporate changes; accordingly, LAZZA GLOBAL may personally notify interested parties or users of such changes, although it shall not be obligated to do so, it being understood that updates and/or modifications will be posted directly on the website of LAZZA GLOBAL, and it shall be the duty of interested parties and users to periodically review this policy in order to verify the implementation of any such possible modifications or adjustments. When such modifications are made, the date of this policy will be updated and it will become effective as of its update date.

ACCEPTANCE AND CONSENT: Access to, browsing of, or use of our services, functionalities, website, digital channels, and applications implies acknowledgment by the user or interested party that they have been informed of this policy, and shall be understood as a valid and unequivocal expression of acceptance of the terms established herein, constituting a tacit and implicit expression and acceptance without the need for any additional formality or separate express consent.

This acceptance includes, without limitation, remaining on the website or digital channels, creating profiles, submitting forms or inquiries, using support or assistance channels, contracting services, or any other active conduct evidencing knowledge of and intent to continue using the services and channels of LAZZA GLOBAL, it being understood that this policy is supplementary to the terms and conditions of use and other applicable policies and provisions.

Additionally, the express (where applicable) or tacit consent granted by the user or interested party may be deemed automatically renewed when the user continues to use the services on subsequent visits.

LANGUAGES: This policy may be published in different languages; in the event of any discrepancy or disagreement, the English and Spanish versions shall prevail.

CONTACT INFORMATION: You may contact the legal department by email at [email protected], where efforts will be made to resolve any question or request directly related to this policy, in compliance with the legal terms established for that purpose.

EFFECTIVE TERM: This policy supersedes and amends the previous one, taking effect as of July 1, 2026. The policy may remain in effect indefinitely and for up to the term of the duration of the company LAZZA GLOBAL.