First: Eligibility

The user must be an officially authorised representative of the participating entity and must hold the necessary authorisation to submit information, documents, and data on its behalf. The user bears full responsibility for verifying the validity and continuity of their authorisation throughout their use of the platform.

Second: Accuracy and Integrity of Information

The user undertakes and acknowledges that all data and information submitted through the platform are true, accurate, and up to date, and that all uploaded documents and records pertain exclusively to the participating entity they represent. The submission of any false or misleading information shall result in full legal liability for both the user and the entity to which the user belongs.

Third: Confidentiality of the Assessment Process

The organising body is committed to conducting the assessment process under strict confidentiality in accordance with the approved standards. Neither the participant nor any party acting on their behalf may communicate directly with the assessors by any means during or after the assessment stages. Any such communication shall be deemed a material breach of these terms.

Fourth: Intellectual Property Rights

All materials, documents, and records submitted through the platform shall remain the exclusive intellectual property of the participating entity. However, by agreeing to these terms, the user grants the organising body a non-exclusive right to use the participating entity’s name and logo for media and promotional purposes related to the platform and its activities, including the announcement of entities awarded the certificate through the organising body’s official channels.

Fifth: Assessment Results

The assessment results issued by the organising body shall be considered final and binding upon the issuance of the final report. The participant shall have no right to contest or request a review of the results after they have been issued in their final form.

Sixth: Account Suspension or Termination

The organising body reserves the right to suspend or terminate any user’s account without prior notice in the event of the submission of misleading or inaccurate information, or a violation of any of the terms and conditions stipulated in this document. The organising body shall bear no obligation to provide compensation in such cases.

First: Collection of Information

The organising body collects information voluntarily provided by the user during their interaction with the platform, including account creation, registration for the Customer Experience Excellence Certificate, completion of application forms, and communication with the technical support team. The data collected may include, but is not limited to: full name, email address, phone number, identifying information of the participating entity, and documents and records uploaded as part of the application submissions. The user’s provision of such data shall be deemed an acknowledgement of their awareness of and consent to the collection process.

Second: Use of Information

The collected data is used exclusively for legitimate purposes related to the platform’s operations and activities. These purposes include: managing and operating user accounts, processing registration and assessment applications, communicating with participating entities regarding the status and updates of their applications, issuing certificates and reports related to assessment results, and developing and improving the quality of services provided through the platform. Data shall not be processed for any purpose beyond the aforementioned scope without the user’s prior consent.

Third: Sharing of Information

The organising body is fully committed to not selling, leasing, or making users’ personal data available to any third party for commercial purposes. However, certain data may be shared on a limited basis with the assessment and evaluation team and approved technical service providers, solely to the extent required to execute assessment procedures and program management. These parties are subject to the same confidentiality obligations set forth in this policy.

Fourth: Data Protection

The organising body is committed to taking all appropriate and reasonable technical and organisational measures to protect and safeguard user data from any unauthorised access, unlawful use, disclosure, alteration, or destruction. These measures include implementing approved security protocols and restricting data access permissions in accordance with the need-to-know principle. The organising body shall review and update its security procedures regularly in compliance with best practices and applicable data protection standards.

First: Refund Period

The participating entity is entitled to submit a refund request for registration fees within a maximum period of three weeks, calculated from the date of payment confirmation. This period has been set to align with the timeframe for completing the application form, as the actual assessment process does not commence until this period has elapsed and all application requirements have been fulfilled.

Second: Condition of Assessment Non-Commencement

A refund request shall be accepted provided that all of the following conditions are collectively met: the request must be submitted within the aforementioned three-week period from the date of payment, the assessment process must not have been initiated by the assessment team, and the entity’s participation must still be within the application form completion stage without having progressed to any subsequent stage. The failure to meet any of these conditions shall constitute grounds for rejecting the refund request.

Third: Cases Excluded from Refund

The participating entity shall have no right to claim a refund of fees in any of the following cases: the expiration of the designated three-week period from the date of payment, the closure of the application form and the transition to the assessment stage, the issuance of the assessment result or the final report in any form, or the completion of on-site visit procedures in whole or in part. The occurrence of any of these cases shall be sufficient grounds for the final rejection of the refund request.

Fourth: Refund Request Procedure

A refund request shall be submitted via a formal letter sent to the support team’s designated email address. The request must clearly and accurately include the following information: the full name of the participating entity, the application or invoice reference number, the date of payment completion, and a statement of the reasons for the refund request. No request lacking any of this essential information shall be considered.

Fifth: Review and Processing Period

The organising body shall review and decide on the refund request within a period not exceeding five business days from the date of receipt of the request with all required information. In the event the request is approved, the refund shall be processed within 7 to 14 business days, depending on the procedures of the bank or the approved payment gateway.

Sixth: Bank Fees and Transfer Charges

The refundable amount shall be returned after deducting any bank fees, transfer charges, or payment gateway commissions incurred by the organising body in processing the original payment transaction. The participant shall bear full responsibility for any additional fees or financial costs arising from the execution of the refund process and shall have no right to claim compensation therefor.