Dispute Resolution Policy

Effective Date: 01-01-2025

1. Purpose

The purpose of this Dispute Resolution Policy is to provide a transparent, fair, and efficient process for resolving any disagreements or disputes that may arise between JAMILATECH Ltd and its clients. By clearly outlining the procedures for handling such situations, we aim to protect the interests of both parties and maintain a professional and trustworthy relationship.

2. Scope

This policy applies to all customers of JAMILATECH Ltd who have entered into any agreement or subscription for web hosting services, including shared hosting, VPS, dedicated servers, cloud hosting, and any associated services provided directly by JAMILATECH Ltd.

3. Guiding Principles

• Transparency: All disputes will be handled openly and honestly.
• Impartiality: We commit to an unbiased approach to both parties involved in the dispute.
• Efficiency: Our process is designed to ensure timely resolutions.
• Confidentiality: All dispute-related information will be handled with strict confidentiality.

4. Types of Disputes Covered

JAMILATECH Ltd’s Dispute Resolution Policy addresses, but is not limited to, the following types of issues:

• Billing and payment disputes
• Service availability and uptime disagreements
• Unauthorized access or suspected breaches
• Terms of Service violations
• Domain registration and transfer issues
• Content or copyright-related complaints
• Termination or suspension of service

5. Dispute Resolution Procedure

All disputes must follow this structured, step-by-step process to ensure efficient resolution:

Initial Contact

The customer must submit a detailed description of the issue to support@mediabirdco.net. Please include your full name, account ID, and relevant evidence (screenshots, invoices, email correspondence, etc.).

Acknowledgment of Receipt

JAMILATECH Ltd will acknowledge the dispute within 24 hours of receiving your email and will assign it to the appropriate department for investigation.

Investigation

Our support team will thoroughly investigate the issue. This may involve communication with internal staff and follow-ups with the client to gather more information.

Resolution Proposal

Once our investigation is complete, we will provide a written resolution proposal within 3–7 business days, depending on the complexity of the case. The customer has the right to accept or reject the proposal.

Escalation

If the proposed solution is not acceptable to the client, the issue can be escalated to senior management by replying to the original email thread. Escalated cases will be reviewed and responded to within an additional 5 business days.

External Mediation (Optional)

If a mutually acceptable resolution is not achieved, either party may seek resolution through third-party mediation or arbitration, as permitted by the Terms of Service.

6. Resolution Timeframes

• Acknowledgment: Within 24 hours of dispute submission
• Initial Response: Within 2 business days
• Full Resolution: Within 7–10 business days (complex cases may require longer)

7. Customer Responsibilities

To facilitate effective dispute resolution, customers are expected to:

• Provide complete and truthful information during the dispute process
• Submit supporting evidence wherever possible
• Maintain respectful and professional communication
• Allow adequate time for proper investigation and resolution

8. JAMILATECH Ltd Responsibilities

JAMILATECH Ltd is committed to:

• Investigating all disputes promptly and thoroughly
• Providing clear explanations for actions and resolutions
• Maintaining professional, courteous communication
• Respecting client confidentiality and privacy

9. Exclusions and Limitations

• Disputes arising from third-party services not provided by JAMILATECH Ltd are excluded.
• Issues already resolved under a different dispute may not be reopened unless new evidence is presented.
• Disputes must be submitted within 30 days of the issue's occurrence to be considered valid.
• Anonymous or unverifiable complaints will not be processed.

10. Legal Considerations

This Dispute Resolution Policy operates in conjunction with the Terms of Service, Privacy Policy, and applicable local and international laws. In the event of any legal conflict, applicable laws will prevail.

11. Alternative Dispute Resolution (ADR)

JAMILATECH Ltd supports the use of ADR mechanisms such as online mediation or arbitration where appropriate. If agreed upon by both parties, JAMILATECH Ltd will engage a neutral third-party arbitrator to oversee the resolution process.

12. Good Faith Clause

All dispute parties are expected to act in good faith. Any form of intimidation, harassment, misinformation, or abuse may result in termination of the dispute process and possibly suspension of services as outlined in our conduct policies.

13. Policy Amendments

JAMILATECH Ltd reserves the right to revise this policy at any time. The most recent version will always be available on our official website. Continued use of our services implies acceptance of any updated versions of this policy.

14. Feedback and Suggestions

We welcome customer feedback on the dispute resolution process. If you have suggestions to improve our procedures, please contact support@mediabirdco.net.

15. SEO Best Practices

This Dispute Resolution Policy is an essential component of JAMILATECH Ltd’s transparent business operations. By offering structured conflict management, we enhance client trust and satisfaction, contributing to our overall hosting service excellence. For queries about hosting disputes, complaint handling, or escalation policies, we are always here to help.

16. Contact Us

If you believe your issue remains unresolved, please escalate your concern by contacting us:

• Email: support@mediabirdco.net
• Website: https://mediabirdco.net