Fulfillment Policy

Effective Date: 02/28/2025
Last Updated: 02/28/2025
Company Name: Lending Hands Virtual Support

1. Introduction

Lending Hands Virtual Support ("Company," "we," "our," or "us") is committed to delivering high-quality, customized virtual support services, including customer and technical support, project management, website management, and moderation services.

This Fulfillment Policy outlines our general service delivery standards, response times, and client expectations. Please note that individual client contracts take precedence over this policy, and specific terms may be negotiated separately.

2. Service Delivery & Response Times

We strive to provide timely and efficient service delivery. The following response and resolution times serve as general guidelines:

2.1 Customer & Technical Support

2.2 Project Management & Website Management

Project milestones and deliverables are agreed upon during project initiation.
Clients must provide timely approvals and necessary resources to avoid delays.
Any changes to the project scope may affect delivery timelines.

2.3 Social Media & Game Moderation

Moderation schedules are defined based on client needs and engagement volume.
Real-time moderation or incident-based escalation follows predefined workflows.

2.4 Communication Channels

We communicate with clients through the following channels:

Primary Support: info@lh-va.com
Emergency Support (If Applicable): 903-231-2086
Business Hours: Monday - Friday 9 AM - 5 PM CST

3. Client Responsibilities

To ensure efficient service fulfillment, clients must:

Provide necessary access to platforms, tools, and documentation.
Respond to inquiries, approvals, and requests in a timely manner.
Clearly define project requirements and expectations upfront.
Follow the agreed-upon escalation and reporting processes.

Failure to fulfill client responsibilities may result in service delays.

4. Completion & Acceptance of Services

A service is considered fulfilled and completed when:

A support request is resolved, and the ticket is closed.
A project milestone is completed and approved.
A moderation or management task is completed based on agreed-upon terms.

Clients must notify us of any concerns or disputes within 7 business days of service completion. If no concerns are raised within this period, the service is deemed successfully fulfilled.

5. Issue Resolution & Escalations

If a client is unsatisfied with a service, the following steps apply:

Report the Issue: Submit a detailed explanation via our support channels.
Internal Review: Our team will review and provide a response within 10 business days.
Escalation (If Necessary): If unresolved, the issue may be escalated to management for further action.
Final Resolution: We will work towards a mutually agreeable solution based on contract terms and policy guidelines.

6. Payment, Late Fees & Cancellations

Billing: All services are billed according to agreed-upon pricing and payment schedules.
Late Payment Fees: Payments not received and fully cleared through the bank within 3 days of the due date may be subject to a 5% late fee. However, if a client has a custom contract with specific payment terms, the terms outlined in that agreement will take precedence over this policy.
Service Suspension: Failure to pay outstanding balances may result in temporary suspension of services until payment is made.
Cancellations & Refunds:
- Clients may cancel services according to their contract terms.
- Refunds (if applicable) will be processed based on the nature of the service provided.
- Non-refundable services include completed project work and time-based support hours already rendered.

7. Custom Client Contracts & Exceptions

This fulfillment policy serves as a general framework for all clients. However, we recognize that each business has unique needs. In cases where a client contract contains specific fulfillment terms, those contract terms will take precedence over this policy.

8. Modifications to This Policy

We reserve the right to update or modify this Fulfillment Policy as necessary. Clients will be notified of significant changes in advance. The latest version will always be available on our website or upon request.

9. Contact Us

For questions or concerns about our fulfillment policy, please contact:

📧 Email: info@lh-va.com
📞 Phone: 903-231-2086
🌐 Website: lh-va.com