Dispute and Settlement
Oclif TechX values customer satisfaction and aims to resolve any disputes in a fair, transparent, and amicable manner. This Dispute and Settlement Policy outlines our process for addressing client disputes and defines the various settlement options available to ensure the highest level of service and resolution.
1. Scope and Application
1.1. This policy applies to all products and services purchased from Oclif TechX through our website, www.ocliftechx.com.
1.2. Dispute refers to any disagreement or conflict arising from the purchase, delivery, or performance of products or services provided by Oclif TechX.
1.3. Settlement refers to any agreement or resolution that resolves a dispute to the satisfaction of both Oclif TechX and the client.
2. Initiating a Dispute
2.1. Eligibility to Raise a Dispute
Clients may initiate a dispute if they encounter issues, including but not limited to:
Service not meeting the agreed-upon specifications or terms.
Delivery delays that exceed the communicated timeline.
Billing discrepancies or unauthorized charges.
Product defects or non-functional services.
2.2. How to Raise a Dispute
To initiate a dispute, clients must contact our support team via enquiry@ocliftechx.com or the contact form on our website.
The following information must be provided for processing:
Order number
Detailed description of the issue
Supporting documentation (e.g., invoices, screenshots, email communications)
2.3. Response Time
Our support team will review and respond to all disputes within 5 business days of receiving the dispute notification. Clients will receive an email acknowledgment and a case reference number.
3. Dispute Resolution Process
3.1. Initial Review
Once a dispute is received, a designated dispute resolution specialist will conduct an initial review to gather relevant details and documentation.
If necessary, the specialist may contact the client for additional information to assist with a thorough review.
3.2. Investigation and Analysis
The specialist will investigate the claims by reviewing the order details, service agreements, communications, and any other documentation provided.
Depending on the complexity of the dispute, the investigation may take up to 10 business days.
3.3. Resolution Proposal
Upon completing the investigation, Oclif TechX will propose a resolution to the client. This may include:
A refund (partial or full) if the dispute is deemed valid.
Offering service adjustments or corrections to meet the original specifications.
Providing a discount or future credit if appropriate.
The resolution proposal will be communicated to the client, outlining the next steps and terms of settlement.
4. Settlement Options
4.2. Service Correction
In cases where service correction is possible, Oclif TechX will make the necessary adjustments to deliver the service to meet the original agreement.
The timeline for corrections will depend on the complexity of the changes required.
4.3. Discount or Credit
A discount or credit may be offered for future purchases if the client agrees to this resolution as a means to compensate for inconvenience caused.
The amount and terms of the credit will be communicated and documented as part of the settlement agreement.
5. Escalation of Disputes
5.1. Secondary Escalation
If the client is not satisfied with the initial resolution proposal, they may request a secondary escalation by contacting our dispute resolution team at enquiry@ocliftechx.com.
The escalation will be reviewed by a senior member of our team, who will reassess the case within 5 business days and propose an alternative settlement if deemed appropriate.
5.2. Final Resolution and Closure
After escalation, if both Oclif TechX and the client reach a mutual agreement, the case will be closed, and the settlement terms will be implemented.
If an agreement cannot be reached, the client may seek external mediation or arbitration as outlined in Section 6.
6. Mediation and Arbitration
6.1. Voluntary Mediation
Should the dispute remain unresolved after escalation, Oclif TechX offers voluntary mediation as an alternative dispute resolution (ADR) option.
Mediation will involve a neutral third party who will assist both parties in reaching a fair and mutual resolution.
6.2. Arbitration
If mediation does not result in a satisfactory resolution, the dispute may be referred to binding arbitration, as per the arbitration laws of [specify country/state].
Both parties agree to settle any unresolved disputes exclusively through arbitration, waiving their right to a trial by jury or court.
6.3. Costs of Mediation/Arbitration
Mediation costs, if pursued, will be shared equally by Oclif TechX and the client.
Arbitration costs, including arbitrator fees and administrative fees, will be determined based on local arbitration rules and will be outlined before the process begins.
7. Customer Responsibilities
7.1. Good Faith Requirement
Clients are expected to raise disputes in good faith and cooperate with the Oclif TechX dispute resolution team throughout the process.
Clients must provide all relevant information promptly and accurately to facilitate an efficient resolution.
7.2. Communication Protocol
Clients should maintain respectful communication with Oclif TechX representatives. Any form of abusive language, harassment, or intimidation may result in the suspension of the dispute process and potential termination of client services.
8. Record Keeping and Confidentiality
8.1. Record of Disputes
Oclif TechX maintains records of all dispute cases and related communications. This information is kept strictly confidential and used only for quality improvement and dispute analysis.
8.2. Privacy
We respect the privacy of our clients and assure them that all personal and dispute-related information will be handled in compliance with our Privacy Policy and data protection regulations.
9. Amendments to This Policy
Oclif TechX reserves the right to amend this Dispute and Settlement Policy at any time. Changes will be posted on our website and become effective upon publication. It is the client’s responsibility to review this policy periodically for updates.
10. Contact Us
If you have any questions or concerns regarding this Dispute and Settlement Policy, please feel free to contact us:
Email: disputes@ocliftechx.com
Phone: [Your Contact Number]
