Policy

1. Refund / Return Policy

1.1 Visibility and Accessibility

Our refund policy is clearly visible on each product and service page, as well as in the footer of every page on our website.

1.2 Concise and Understandable

Our refund policy is straightforward and easy to understand to avoid confusion and disputes.

1.3 Compliance with Laws

We ensure our refund policy complies with all applicable laws and regulations to protect both our clients and our business. Specifically, our policies comply with the UK Consumer Rights Act 2015 (Chapter 3, Sections 20-24) which governs consumer rights related to refunds.

1.4 Customer Satisfaction

Maintaining customer satisfaction is our priority. Offering refunds or assistance when necessary helps us maintain a good reputation.

1.5 Proactive Resolution

We strive to resolve issues proactively. If an item is not as described or wasn’t received, we are committed to providing a refund or replacement promptly.

1.6 Mistake Resolution

We understand mistakes can happen. We are willing to refund or reprocess service even if one of our analysts made an error.

 

2. Digital Goods - What Customers Need to Know

2.1 Delivery of Digital Products

Once payment is made, digital products are delivered via email with a download link.

2.2 Traceability

Customers can trace their downloads through the email link provided, offering transparency and assurance of delivery.

 

3. Customer Disputes

3.1 Timely Response

We respond to customer calls and emails promptly to address any issues and prevent disputes.

3.2 Refund to Close Disputes

To avoid escalation, we consider refunding digital products when necessary, maintaining our customer-centric approach.

3.3 Record Keeping

We keep detailed records of all communications with clients, which can be crucial in resolving disputes.

3.4 Proof of Delivery

For digital products, we maintain proof of download and usage. We ensure compliance with the Consumer Contracts Regulations 2013 (Regulation 16), which requires that digital content is of satisfactory quality and fit for purpose.

3.5 Initial Refund Compliance

We comply with refund requests received within the first 14 days of delivery to maintain trust and customer satisfaction, however this must be submitted before any assessment or any work of analysis is conducted.

3.6 Jurisdiction and Law

All client disputes will be settled under the jurisdiction of the United Kingdom and in accordance with UK law.

3.7 Customer-Centric Approach

We adhere to the principle that "the customer is always right" in resolving online purchase issues, understanding that banks prioritize customer satisfaction.

 

4. Chargebacks

4.1 Understanding Chargebacks

A chargeback is initiated by a credit card provider for a refund following a disputed transaction, involving banks and credit card companies.

4.2 Impact of Chargebacks

Chargebacks incur fees and can negatively impact our standing with banks and credit card companies.

4.3 Minimizing Chargebacks

Our goal is to keep chargebacks to a minimum by resolving disputes efficiently before they escalate.

4.4 Proactive Refunds

We prefer offering refunds to resolve issues and prevent chargebacks, protecting our reputation and client relationships.

4.5 Chargeback Records

We keep thorough records of all transactions and communications to support our case in any chargeback disputes.

 

5. Privacy Policy

5.1 Data Collection and Use

We may collect and monitor client personal data, but we will never share it with third parties without explicit consent.

5.2 Use of Non-identifiable Data

We may use client data that does not lead to client identification for research, development processes, and producing reports that enable improvement of our services and academic research.

5.3 Compliance with UK Law

Our privacy policy complies with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018 (Part 2, Chapter 2, Section 34-38).

5.4 Data Security

We implement appropriate technical and organizational measures to ensure the security of personal data (GDPR Article 32).

5.5 Access and Correction Rights

Clients have the right to access and correct their personal data held by us (GDPR Articles 15 and 16).

5.6 Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected (GDPR Article 5(1)(e)).

 

6. Cookies Policy

6.1 Use of Cookies

We use cookies to improve the user experience on our website. Cookies help us understand how users interact with our site and enable us to enhance our services.

6.2 Types of Cookies

We use both session cookies (which expire once you close your web browser) and persistent cookies (which stay on your device until you delete them).

6.3 Consent and Control

By using our website, clients consent to the use of cookies in accordance with our policy. Users can control cookie settings through their browser settings.

6.4 Compliance with UK Law

Our cookies policy complies with the Privacy and Electronic Communications Regulations (PECR) 2003 (Regulation 6).

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Contact Information

For any queries or issues, please contact us by email at executive@stadtholder.org or by phone at +44 (0) 800 043 9343 or +44 (0) 747 338 2277.

 

Thank you for choosing STADTHÖLDER®.