Dispute & Conflict resolution Policy

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Plain‑English Summary (Quick Read)


If something doesn’t seem right, we ask that you tell us in writing and give us the opportunity to review and fix it before the issue is escalated. This process outlines how concerns must be raised, the timelines for review, and the resolution options available. By proceeding with service or payment, you agree to follow this process before initiating chargebacks, stopping payment on checks, withholding payment, posting public complaints, or taking legal action.


Purpose
Our goal is to resolve any concerns fairly, efficiently, and professionally. This process is designed to ensure clear communication, reasonable timelines, and good‑faith problem solving before disputes escalate.


Scope

This policy applies to all customers, invoices, contracts, deliveries, installations, uninstallations, moves, services, and communications related to our work.


Required First Step: Direct Resolution

Before any formal dispute, claim, chargeback, or third‑party action may be initiated, the customer agrees to follow the steps below.


1. Written Notice of Concern

  • All disputes must be submitted in writing.
  • Verbal complaints, social media messages, or third‑party comments do not constitute formal notice.
  • Written notice must include:
  • Customer name and invoice number
  • Clear description of the concern
  • Photos or documentation, if applicable
  • Desired resolution
  • Notice must be sent to the designated company contact or email listed on the invoice.


Resolution Timeline & Process


2. Acknowledgment by Company

  • We will acknowledge receipt of the dispute within 3 business days.
  • Acknowledgment does not imply fault; it confirms the issue is under review.


3. Investigation Period

  • The company will investigate the concern, which may include:
  • Review of invoices, contracts, and scope of work
  • Review of photos or delivery documentation
  • Consultation with installers, vendors, or manufacturers
  • Investigation period is typically 5–10 business days, depending on complexity.


Resolution Options


After review, the company will present one or more resolution options, which may include:

  • Repair or correction of workmanship issues
  • Replacement of defective materials (subject to manufacturer policies)
  • Partial credit or adjustment (when appropriate)
  • Explanation and documentation confirming work was completed as agreed


Important Notes:

  • Resolution options will consider cost, timing, responsibility, and feasibility.
  • Cosmetic variations, natural material characteristics, or items disclosed prior to installation are not considered defects.


Customer Response Requirement


4. Customer Selection of Resolution

  • The customer must respond in writing within 5 business days of receiving resolution options.
  • Failure to respond within this timeframe may be treated as acceptance of the proposed resolution or closure of the dispute.


Escalation Process


5. Secondary Review (If Needed)

If the customer disagrees with the proposed resolution:

  • A written request for escalation must be submitted within 5 business days.
  • The issue will undergo a secondary internal review.
  • A final determination will be issued in writing.


Limitations & Waivers

By accepting services and/or signing or initialing the invoice acknowledgment, the customer agrees that:

  • No chargebacks, payment disputes, or collection holds may be initiated before completion of this dispute process.
  • Social media posts, online reviews, or public complaints made prior to resolution do not replace this process.
  • Failure to follow this policy may result in the dispute being considered waived.


Arbitration / Legal Action


6. Final Step

  • If a dispute cannot be resolved through the above process, both parties agree to pursue resolution through mediation or binding arbitration, unless prohibited by law.
  • Legal action may only be taken after completion of this dispute process.
  • Venue and jurisdiction shall be as stated on the invoice or contract.


Superseding Agreement

This Dispute & Conflict Resolution Policy supersedes and replaces any prior verbal or written dispute‑handling terms, understandings, or practices previously offered or implied by Emerald Playsets. All disputes arising from current or future invoices, services, or installations shall be governed exclusively by this policy.


Acknowledgment

By initialing the invoice or proceeding with payment, the customer acknowledges that:

  • They have read and understood this Dispute & Conflict Resolution Policy, or
  • They have declined to review it and voluntarily waive the right to claim lack of notice.


We believe most issues can be resolved quickly and professionally when addressed directly. This policy exists to protect both parties and ensure fair outcomes.