Disputes Resolution Policy
Effective Date: 17/08/2021
Modified Date: 30/08/2023
At Nag 'N' Mare, a trading name of EVCV Limited, we are committed to providing a seamless and satisfying experience for our valued customers. We understand that despite our best efforts, disputes may occasionally arise. This Dispute Resolution Policy outlines our approach to addressing such situations, fostering open communication, fairness, and prompt resolution.
Our mission is to create an environment where customers feel heard and supported while ensuring that disagreements are handled efficiently and transparently. This policy covers both our e-commerce platform’s physical product purchases and the utilization of our online services, underscoring our dedication to maintaining the highest standards of customer satisfaction across our offerings.
By setting out the principles, procedures, and avenues for resolving disputes, we aim to build and preserve positive relationships with our customers. Through informal resolution channels, formal procedures, and the potential for mediation or arbitration, we seek practical and mutually agreeable solutions to disputes arising during your interactions with us.
We encourage you to review this policy thoroughly, as it reflects our commitment to serving you better and to ensuring that any potential disagreements are handled with integrity and diligence. Your continued support and trust inspire us to continuously improve and refine our processes, ensuring that every experience with Nag 'N' Mare reflects our unwavering dedication to your satisfaction.
Thank you for choosing Nag 'N' Mare (EVCV Limited) as your trusted partner for your shopping and service needs.
1. Purpose
1.1 The purpose of this Dispute Resolution Policy (“Policy”) is to provide a clear and transparent framework for resolving disputes that may arise between customers and Nag 'N' Mare, trading under EVCV Limited (“Company”). This Policy covers disputes related to both physical products and online services offered by the Company.
2. Principles
2.1 The Company is committed to handling disputes fairly, efficiently, and customer-focused. The following principles will guide the dispute resolution process:
2.1.1 Fairness: All parties involved in the dispute will be treated impartially and without bias.
2.1.2 Transparency: The Company will provide clear information about the dispute resolution process, timelines, and any applicable fees.
2.1.3 Efficiency: Disputes will be resolved promptly, minimizing inconvenience to all parties.
2.1.4 Customer Focus: The Company aims to maintain positive customer relationships throughout the dispute resolution process.
3. Scope
3.1 This Policy covers disputes arising from:
3.1.1 Purchases of physical products through the Company’s e-commerce platform.
3.1.2 Utilization of online services provided by the Company.
4. Informal Resolution
4.1 The Company encourages customers first to attempt to resolve disputes informally by contacting our customer support team. Our dedicated support team will work to address concerns and find an amicable solution.
5. Formal Dispute Resolution
5.1 If an informal resolution is not possible or satisfactory, either party may initiate the formal dispute resolution process.
5.2. Customers should submit a formal dispute by sending an email to our contact email with the subject line “Formal Dispute – [Order/Transaction Number].” The email should contain the following information:
5.2.1 Full name and contact details of the customer.
5.2.2 Detailed dispute description, including relevant dates and order/transaction numbers.
5.2.3 Any supporting documentation, such as receipts, order confirmations, and communication records.
5.3 Upon receiving the formal dispute, the Company’s dispute resolution team will review the provided information and initiate an investigation. This may involve contacting the customer, reviewing order history, and examining relevant documentation.
5.4 The Company will email the customer a resolution once the investigation is complete. This may include options such as replacement of products, refunds, service adjustments, or other suitable solutions.
5.5 The customer can either accept the proposed resolution or request further discussion. If further discussion is requested, both parties will work together to find an agreeable solution.
6. Mediation and Arbitration
6.1 If the dispute remains unresolved after following the above steps, both parties may agree to engage in mediation or arbitration. Mediation involves a neutral third party facilitating discussions to resolve. Arbitration involves submitting the dispute to an independent arbitrator whose decision is binding.
7. Changes to the Policy
7.1 The Company reserves the right to update or modify this Dispute Resolution Policy at any time. Changes will be communicated through the Company’s website or other appropriate channels.
8. Contact Information
8.1 For any questions or concerns regarding this Policy or the dispute resolution process, please get in touch with us through our contact us page
9. Effective Date
9.1 This Dispute Resolution Policy is effective as of [Effective Date] and applies to all disputes arising on or after this date.
By continuing to use our e-commerce platform and online services, customers agree to adhere to the terms outlined in this Dispute Resolution Policy.