Customer Engagement Policy

Renewal of Existing Professional Support Agreement

Upon approving our financial proposal by the client, we commence the project according to the client’s requirements. By doing so, we do not promise maintenance or updating services to the subjected website. It will only be done after signing a proper maintenance agreement with the client.Since we create websites with editable formats such as HTML or PHP, the client may even proceed maintenance with some other party according to their own preference.

Advance Payment and Refund Polices

Our payment policy states that client needs to pay 50% of the agreement amount as an advance payment and rest 50% may be paid to us before the website is published. Upon approving our financial proposal, the client has to pay 50% of the payment in order to commence the project. Once the advance payment of 50% is paid, we design the web pages in a restricted access server location where the client can view the website as it is been designed. Once the design work is completed up to the satisfactory level of the client, we expect client to pay the rest 50% payment for us to make to web site published. If by any chance, the client decides to discontinue the project while the website is been designed, we will pay back the advance payment, after deducting the amount that was charged for the work that was already done and the refund amount will be decided by Tandy Electronics.

Working with 3rd Party

During the designing phase of the web site, we will be conducting discussions only with the client or designated party by the client. We will only continue to work with the client or nominated party by the client from the beginning of the project. As per our polices, we do not allow 3rd party individual or organizations joining for the design phase discussions unless otherwise they have been there for the discussions from the initial stage of the discussions.

Website Maintenance

Website Maintenance Policy

As per our automatic renewal policy, your service agreement will be automatically renewed for every ever. We will be sending the renewal maintenance agreement by 31st of December in each. Upon customer confirmation for the renewal agreement, we will be sending the invoice by 31st of December.We will continue to work according to the agreement if we receive the payment by 31st of January. All maintenance agreements activate from the 1st of January to the 31st of December, and the agreement is revised annually. If a new client wishes to go for a maintenance agreement on a later date than the 1st of January, a prorate maintenance agreement / financial proposal will be applicable.

Termination Policies

In order to ensure that client does not experience any interruption or loss of services due to the lapse of service agreement, we have an automatic renewal policy.As per our automatic renewal policy, we shall be sending a maintenance proposalsto our clients whose websites are updated by us, before the 31st of December every year. Once the proposal is approved, we shall be sending the invoice for the maintenance agreement. By any chance if client does not approved the maintenance proposal and make the payment by 31st of January, we will consider that the client does not wishesto continue services for their website.

Cancellation Process

In case if client wishes to discontinue or cancel their service agreement, we request to submit such requests to us in-writing. As per our cancellation policy, we do not proceed cancellations unless we receive an in writing request. No refund will be applicable for service agreement cancellations. However, if client wishes to cancel the service agreement within 30 days of the service renewal, a refund may be applicable. The effective date and time for such cancellation shall be the date and time on which we have completed the cancellation process.

Content and Images

Client shall own all intellectual property pertaining of User Content, including to any designs, images, animations, videos, audio files, fonts, logos, illustrations, compositions, artworks, interfaces, text and any other materials created by client. We do not claim ownership rights on your content. Also, we do not undertake any responsibility against the client provided items mentioned above in terms of copyright laws and representation of above. We may handle your content in order to provide you with our services. As per our policy, it is client responsibility to provide non duplicate and accurate content for their own website. Although we make every effort to make accurate changes, it is the client’s responsibility to review updates and notify us of any necessary changes that need to be made.Updates should be provided electronically (by email) as much as possible. Attachments should be in .txt or .doc (Word) format. Imagers need to be provided in .jpg or .gif. Formats.

Price Change

Tandy Electronics reserves the right to increase the maintenance fee as and when required.Please note that the amount charged for annual maintenance can be changed year on yearfairly without any advance notice. We do not promise that the maintenance charge will remain the same for every year. However, as per our price change policy, we will notify you all our price changers 30 days in advance before changing any price. This may applicable for annual services or longer term plans. It is client’s sole responsibility to periodically review billing information provided by Tandy through the user billing tool or through other methods of communication,

Refund Policy

If the client decides to discontinue the maintenance agreement after making the payment, he/she will receive a refund with a fair amount deducted for the work which has already been performed. The refund policy will only be applicable if client makes the request in written notice, within 30 days after making the payment. Client may discontinue the maintenance agreement after 30 days of the payment, however we will not any amount.

Payment collection methods

You may notice that, we do not visit the client’s location to collect our payments. Our payment methods are stated below;

• The client can write a cheque under the name “Tandy Electronics” and register post the cheque.
• If the client wishes to hand in the cheque it must be personally handed over to our registered office.
• The client can also request for our Bank account details and deposit the payment to our bank account as a manual transaction or via online fund transfer.
• We accept credit card payments through our PayHere payment gateway. The client can request for details from us for this transaction.

Support Service

We mainly offer two service levels. We provide 24/7 over the phone support for our business class clients. For non-business class clients, service will be available from 8am-5pm on weekdays and 8am-1pm on Saturdays. Our service is unavailable on Sundays and all public and mercantile holidays in Sri Lanka for non-business class clients. If you encounter any problem with our hosting service, please notify us and mention your query by sending us an email to suport(@)etandy.  Business class clients may expect a response within one hour. Non-business class clients, may expect a response within one hour during the working hours mentioned above.

e-Invoice

As per our organizational policy, we do not generate printed invoices for any transactions. Hence, we only generate e-invoices. Our valued customers are requested to accept our eco-friendly e-invoice for all transactions.