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TERMS & CONDITIONS

CUSTOMER CARE

1. Introduction

These Customer Care Terms & Conditions govern the relationship between Diamond Empire & Safe Haven and its customers regarding inquiries, support, and service-related interactions. By engaging with our customer care team, you agree to abide by these terms.

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2. Customer Support Availability

  • Our customer support team is available Monday to Friday, 8:00am - 8:00pm.

  • Support is provided via email, phone, and live chat.

  • Response times may vary based on inquiry volume, but we strive to respond within between 1-14 business days.

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3. Communication & Conduct

  • Customers are expected to communicate respectfully and professionally with our support team.

  • Abusive, threatening, or inappropriate behaviour will result in termination of support services.

  • We reserve the right to refuse service to individuals who violate these communication guidelines.

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4. Service Requests & Resolution

  • Customers may submit service requests via Email, Website Contact Form, Live Chat, Social Media Messaging and WhatsApp Support.

    • Email Support – Customers can send inquiries to a dedicated support email.

    • Website Contact Form – A structured form for service requests and inquiries.

    • Live Chat – Real-time assistance via your website or social media.

    • Social Media Messaging – Support through platforms like Facebook, Instagram, or LinkedIn.

    • WhatsApp Support – Quick responses via mobile messaging.

  • We aim to resolve inquiries within Resolution Timeframe Below, depending on complexity.

    • Simple Requests (Minor Edits, Colour Adjustments, Resizing) – 1-3 business days

    • Logo & Branding Revisions – 3-7 business days

    • Website & UI Design Fixes – 7-14 business days

    • Custom Illustrations & Infographics – 5-10 business days

    • Large-Scale Projects (Marketing Campaigns, Full Brand Identity) – 2-4 weeks

    • Advanced Branding & Identity Design – 2-4 weeks

    • Custom Illustrations & High-Detailed Artwork – 10-20 business days

    • Website & UI/UX Overhaul – 3-6 weeks

    • Large-Scale Marketing Campaigns – 4-8 weeks

    • Multi-Stage Revisions & Client Approvals – Varies

  • If an issue requires escalation, customers will be informed of additional processing time.

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5. Refunds & Compensation

  • Refunds are processed according to our Refund Policy.

  • Compensation for service disruptions is determined on a case-by-case basis.

  • Customers must provide proof of issue for refund or compensation requests.

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6. Privacy & Data Protection

  • Customer data is handled in accordance with our Privacy Policy.

  • We do not share personal information with third parties without consent.

  • Customers can request data deletion or modification by contacting support@diamondempire.uk.

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7. Service Limitations

  • Our customer care team provides guidance and troubleshooting but does not guarantee resolution for third-party issues.

  • We are not responsible for external service failures beyond our control.

  • Customers must ensure they provide accurate information when submitting inquiries.

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8. Changes to Terms & Conditions

  • We reserve the right to update these terms at any time.

  • Customers will be notified of significant changes via email or website announcements.

  • Continued use of our customer care services constitutes acceptance of updated terms.

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9. Contact Information

For inquiries regarding these terms, please contact:

Email: info@diamondempire.uk

Address: Unit 153751, PO Box 7169, Poole, BH15 9EL

Social Media: Diamond Empire, Safe Haven: A Community for Families in Need, Safe Haven: Sanctuary

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Privacy & Safety

Service Request & Resolution Timeframe

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At Diamond Empire & Safe Haven, we are committed to providing timely and efficient resolutions for all service inquiries. Below is our standard timeframe for handling service requests:

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Resolution Timeframes

  • Initial Response: We aim to acknowledge all service requests within 1-24 business hours.

  • Standard Resolution: Most service requests are resolved within 1 Day to 4 Weeks.

    • Minor Edits & Adjustments – 1-3 business days (e.g., colour corrections, resizing, small tweaks).

    • Logo & Branding Revisions – 3-7 business days (depending on feedback rounds).

    • Website & UI Design Fixes – 7-14 business days (for layout adjustments or functionality improvements).

    • Custom Illustrations & Infographics – 5-10 business days (depending on complexity).

    • Large-Scale Projects (Marketing Campaigns, Full Brand Identity) – 2-4 weeks (for comprehensive revisions and refinements).

  • Complex Cases: Requests requiring additional investigation or third-party involvement may take up to 2-8 weeks.

    • Advanced Branding & Identity Design – 2-4 weeks (involving multiple concepts, revisions, and brand strategy).

    • Custom Illustrations & High-Detailed Artwork – 10-20 business days (depending on intricacy and feedback loops).

    • Website & UI/UX Overhaul – 3-6 weeks (including wireframes, prototypes, and testing).

    • Large-Scale Marketing Campaigns – 4-8 weeks (coordinating multiple assets, messaging, and design elements).

    • Multi-Stage Revisions & Client Approvals – Varies (some projects require extended back-and-forth collaboration).

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Factors Affecting Resolution Time

  • Request Complexity – Simple inquiries are resolved faster, while technical issues may require additional time.

  • Volume of Requests – High-demand periods may extend resolution times slightly.

  • Third-Party Dependencies – Some resolutions may require coordination with external providers.

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Tracking & Updates

  • Customers will receive regular updates on their request status via email or their account dashboard.

  • If a resolution is delayed beyond the expected timeframe, customers can contact details below for assistance.

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Contact Us

For service requests or resolution inquiries, please reach out to:

PAYMENT METHODS

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