Provacan Customer Care Policy

Our Commitment:

At Provacan, we are dedicated to providing exceptional customer service. 

We believe that every interaction with our customers is an opportunity to enhance their experience with our CBD products and contribute positively to their wellness journey.

As a brand, Provacan is not just a provider of CBD products; we are a caretaker in the health and wellness journey of our customers, ensuring an unparalleled support experience at every touchpoint. 

Policy Objectives:

  • Quality Support: Deliver accurate, helpful, and professional assistance.
  • Prompt Response: Ensure timely responses to customer enquiries and concerns.
  • Empathy and Respect: Treat every customer with empathy, respect, and understanding.
  • Product Knowledge: Provide comprehensive and accurate information about our products.
  • Feedback Utilisation: Actively listen to customer feedback and use it to improve our products and services.
  • Generate positive reviews: Great customer service should generate positive product and business reviews. We should ask for these in the spirit of transparency, not just when we do a good job.
  • Commitment to Privacy: At Provacan, we are deeply committed to respecting and protecting the privacy and confidentiality of our customers. We understand the importance of safeguarding personal information and are dedicated to ensuring the security and integrity of customer data. Please see our privacy policy for further details.

Customer Service S Expectations

Business Hours:

  • 9am to 5pm Monday to Friday (UK Time)

Response Times:

  • Email Enquiries: Respond within 8 hours during business days
  • Social Media Queries: Acknowledge within 6 hours during business days
  • Voicemail: Respond to voicemail messages within 4 hours during business days
  • Subscriber Telephone Support: Answer calls within 3 minutes during business days

Resolution Times:

  • Simple Queries: Resolve within 48 hours of the initial contact.
  • Complex Issues: Aim to resolve within 5 business days, providing regular updates.
  • Subscriber Issues: Aim to resolve within 2 business days.

Feedback and Complaints:

  • Acknowledge receipt of feedback/complaints within 24 hours during business days. 
  • If an issue or complaint is received over a weekend or on a public holiday, we will respond within 24 hours of the next business day.
  • Resolve or provide a plan of action within 4 business days for regular customers and 2 business days for subscription customers

Product Returns and Refunds:

  • Process returns or refunds within 5 business days of receiving the product, assuming compliance with our return policy.

Continual Improvement:

  • Regularly review customer service interactions and SLAs.
  • Report on customer service success and SLA compliance rates.
  • Conduct monthly assessments to identify areas for improvement.

Privacy and Confidentiality Statement

Our Promise:

  • Data Protection: We strictly adhere to data protection laws and regulations. Personal information collected from customers is used solely for the purposes it was provided for and is not shared with third parties without consent. 
  • Secure Handling: All customer information, whether obtained through online transactions, customer service interactions, or other means, is handled with the utmost security and discretion. 
  • Confidentiality in Communication: Our customer service team is trained to maintain confidentiality in all interactions. Sensitive customer information is always handled with the highest degree of care. 
  • Transparency and Control: We provide our customers with clear information about the data we collect and offer them control over how it is used. Customers can access, amend, or request the deletion of their personal information at any time. 
  • Regular Reviews: Our privacy practices are regularly reviewed and updated to ensure ongoing compliance with evolving data protection standards and best practices. 

Customer Assurance: 

In all our customer service operations, protecting your privacy is paramount. We continuously strive to create an environment where our customers can feel confident that their personal information is treated with the necessary respect and protection it deserves.

Implementation and Monitoring

Training and Development:

  • Ensure all customer service representatives are thoroughly trained in product knowledge, communication skills, and our customer service policy.

Performance Monitoring:

  • Regularly monitor customer service interactions for compliance with SLAs.
  • Use customer feedback and satisfaction surveys to assess performance.

Continuous Improvement:

  • Adjust policies and SLAs based on customer feedback and business needs.
  • Provide ongoing training and support to customer service staff to adapt to changing customer needs and product lines.

This policy and the associated SLAs are designed to ensure that Provacan consistently delivers high-quality customer service, building trust and loyalty with its customers. 

Regular review and adaptation of these policies will help in maintaining service excellence and responsiveness to customer needs.