1. Policy Applicability

2. Service Dissatisfaction Notification

• Time Limit: In the event that you are dissatisfied with our construction services, you must notify us within 14 business days from the completion of the relevant project phase. This time frame ensures that issues are identified and addressed promptly while maintaining the integrity of the project.
• Notification Channels: You can submit your dissatisfaction through the following channels:
  • Email: Send detailed feedback to Thomas3HenryHarris@outlook.com, including your contact information, project details, and a clear description of the issues you encountered.
  • Phone: Call us at +44 7577 032457 during our business hours (Monday – Friday, 9:00 AM – 5:00 PM) to speak directly with our customer service team.
  • Online Form: Fill out the contact form available on our website, providing all necessary information related to your dissatisfaction.

3. Initial Assessment and Communication

• Response Time: Upon receiving your notification, our dedicated customer service team will initiate contact with you within 3 business days. During this initial communication, we will gather additional information, clarify the nature of the problem, and schedule a site visit (if required) to assess the situation firsthand.
• Documentation: We may request you to provide supporting documentation, such as photos, videos, or written descriptions of the issues, to facilitate a more accurate assessment of the problem.

4. Investigation and Resolution Plan

• Investigation Period: A professional team consisting of project managers, engineers, and relevant experts will conduct a thorough investigation into the reported issues within 7 business days from the date of your notification. This investigation will include a review of project documents, site inspections, and consultations with relevant parties.
• Resolution Proposal: Based on the investigation results, we will present a resolution plan to you within 5 business days after the completion of the investigation. The resolution plan may include the following options:
  • Free Rework: If the issues are due to our workmanship or failure to meet the agreed – upon specifications, we will undertake the necessary rework at no additional cost to you. The rework schedule will be clearly defined and communicated to you in advance.
  • Service Adjustment: In cases where a partial adjustment to the service can resolve the problem, we will propose a plan for service modification, including any associated timelines and costs (if applicable).
  • Compensation: If the service issues have caused you financial losses or inconvenience, we may offer compensation in the form of a discount on future services, a refund of a portion of the project cost, or other mutually agreed – upon arrangements.

5. Dispute Resolution

• Negotiation: In the event that you do not agree with the proposed resolution plan, we encourage you to engage in further negotiation with our team. We are committed to finding a mutually satisfactory solution through open communication and compromise.
• Mediation or Arbitration: If negotiation fails to resolve the dispute, both parties agree to seek mediation from an independent third – party mediator or submit the dispute to arbitration in accordance with the laws of the United Kingdom. The costs and procedures for mediation or arbitration will be shared equally by both parties, unless otherwise determined by the mediator or arbitrator.

6. Special Circumstances

• User – Caused Issues: If the service issues are a result of incorrect information provided by you, unauthorized changes to the project requirements made by you after the contract has been signed, or failure to provide necessary cooperation during the project, THQC LIMITED will not be liable for free rework or compensation. However, we will still assist you in resolving the issues at your cost, and the associated fees will be clearly communicated to you in advance.
• Force Majeure: In the event of force majeure events, such as natural disasters, wars, or government – imposed restrictions, that prevent us from fulfilling our service obligations or affect the quality of the services provided, both parties will negotiate to find a reasonable solution. This may include adjusting the project schedule, modifying the service scope, or providing partial compensation, depending on the specific circumstances.

7. Policy Updates