Last Updated: April 2024
This Dispute Resolution Policy (“Policy”) outlines the procedures for addressing and resolving any disputes arising from services provided by Jumbuk Digital Ltd (“Company”). By engaging our services, the client (“Client”) agrees to follow the steps below in the event of a disagreement.
1. Scope
This Policy applies to all services under the Agreement between the Company and the Client, including website design, development, hosting, and maintenance.
2. Communication Channel
- Exclusive Email Use: All dispute-related communications must be conducted via email. This ensures a clear, auditable record of all correspondence. Phone calls or informal chats cannot be used to resolve disputes.
- Designated Contacts: The Client should email correspondence to jack@jumbukdigital.co.uk and include the project reference in the subject line. The Company will reply from the same address.
3. Notification of Dispute
- Initiation: The Client must notify the Company of any dispute in writing, describing the issue in detail, within 14 calendar days of the event giving rise to the dispute.
- Acknowledgment: The Company will acknowledge receipt of a dispute notification within 2 business days.
4. Investigation & Response
- Initial Review: Within 5 business days of acknowledgment, the Company will conduct an internal review and may request additional information or documentation from the Client.
- Substantive Reply: The Company will provide a substantive written response, including proposed solutions or next steps, within 7 business days of completing the initial review.
5. Resolution Process
- Good-Faith Negotiation: Both parties agree to engage in good-faith negotiations to resolve the dispute amicably.
- Escalation: If unresolved after 14 calendar days from the initial notification, either party may request escalation to a senior manager or director for further mediation.
6. Mediation
- Mediation Option: If escalation does not yield a resolution within 10 business days, either party may propose mediation by a mutually agreed independent mediator. Costs for mediation will be shared equally.
7. Final Steps & Legal Remedies
- Termination Rights: The Company reserves the right to suspend or terminate services per the Agreement if payments are in dispute and remain unsettled.
- Legal Action: If mediation fails or is declined, either party may pursue legal action in the courts of England and Wales as specified in the Agreement.
8. Governing Law
This Policy is governed by the laws of England and Wales. Any court proceedings shall be brought exclusively in the courts of England and Wales.
9. Amendments
The Company reserves the right to update this Policy. The Client will be notified of any changes via email at least 30 days prior to their effective date.
By using our services, you agree to this Dispute Resolution Policy.
