If Pump It Up intervenes in a customer complaint, what costs can the franchisee be charged?

• (2) You must immediately resolve any customer complaints regarding the quality of service, products, cleanliness, and/or similar complaints of the Franchised Business. If any customer complaint cannot be immediately resolved, you must use best efforts to resolve the customer complaint as soon as practical and you must, whenever feasible, give the customer the benefit of the doubt. You must maintain a high level of customer service and adhere strictly to the System and our System Standards. You shall also be committed to maintaining System Standards. If we, in our sole discretion, determine that our intervention in a customer complaint is necessary or desirable to protect the System or the goodwill associated with the System, or if we, in our sole discretion, believe that you have failed adequately to address or resolve any customer complaint, we reserve the right, without your consent, to resolve any complaint and charge you an amount sufficient to cover our reasonable costs and expenses in resolving the customer complaint, which amount you must pay to us immediately on demand.

Source: Item 23 — RECEIPTS (FDD pages 60–225)