Customer Care Policy

Our Commitment

CreativaForge prioritizes transparency and responsiveness. This policy outlines our support standards.

1. Contact Channels

  • Email: [[email protected]] (Response within 48 hrs).

  • Emergency: [Phone number, if applicable] for active clients only.

2. Scope of Support

We assist with:

  • Technical issues with deliverables.

  • Billing/payment inquiries.

  • Service clarifications.

Exclusions:

  • Training on third-party tools (e.g., WordPress).

  • Post-project revisions (covered under separate agreements).

3. Escalation Process

  1. Level 1: Standard email support.

  2. Level 2: Senior team review (72-hr turnaround).

  3. Level 3: Mediation/arbitration if unresolved.

4. Feedback & Complaints

  • Submit via email with “[Complaint]” in the subject line.

  • We investigate and respond within 5 business days.

5. Service Standards

  • Design Projects: Revisions limited to 3 rounds per milestone.

  • Urgent Requests: 24-hr rush fees apply (25% surcharge).

Note: Abuse of support (e.g., harassment) may result in service termination.