Your cart is currently empty!
CUSTOMER SERVICE POLICY
Effective Date: October 2025
Company: GELVION LIMITED
Registered in the United Kingdom
PURPOSE
At GELVION LIMITED, we are committed to providing high-quality online learning experiences and outstanding customer service. This policy outlines our standards, response times, and communication principles to ensure that all students and users receive timely, professional, and helpful support.
OUR COMMITMENT
We aim to:
• Respond to all customer inquiries promptly and courteously.
• Provide clear, accurate, and complete information about our courses and services.
• Resolve issues quickly and fairly.
• Continuously improve our customer support based on feedback and service reviews.
CONTACT CHANNELS
Customers may contact our support team via:
• Email: support@gelvion.online
• Contact Form: Available on our website’s “Contact” page
• Operating Hours: Monday to Friday, 9:00 AM – 6:00 PM (UK Time)
We strive to respond to all inquiries within 48 hours during working days.
RESPONSE AND RESOLUTION TIMES
• General inquiries: within 1–2 business days.
• Technical support requests: within 1 business day.
• Billing or payment issues: within 2–3 business days.
• Complaints: acknowledged within 24 hours and resolved within 5 business days whenever possible.
If additional time is needed, customers will be informed of the reason and estimated resolution date.
CUSTOMER RESPONSIBILITIES
To help us provide efficient service, customers are expected to:
• Provide accurate and up-to-date contact details.
• Describe their issue clearly and include relevant details (e.g., order number, screenshots).
• Treat support staff with respect and professionalism.
Abusive, offensive, or fraudulent communication may lead to the suspension or termination of access to our services.
COMPLAINTS PROCEDURE
If you are not satisfied with our service:
Please contact support@gelvion.online with the subject “Complaint”.
Your complaint will be reviewed by a senior support representative.
You will receive a written response within 7 business days.
If the matter is not resolved, it may be escalated to management for a final review.
CONTINUOUS IMPROVEMENT
We regularly review and update our customer service processes to enhance user experience. Customer feedback is highly valued and may be submitted at any time through our website or by email.
POLICY UPDATES
GELVION LIMITED reserves the right to update this Customer Service Policy from time to time. The latest version will always be available on our website. Continued use of our services after any changes constitutes acceptance of the revised policy.
CONTACT INFORMATION
For questions or concerns about this policy, please contact us at:
support@gelvion.online
GELVION LIMITED, United Kingdom