Abuse Policy
ZERO TOLERANCE & ACCEPTABLE USE POLICY
At Prime Coffee Suppliers, we are committed to providing a professional, respectful, and supportive experience for all of our customers. We believe in treating everyone with courtesy and we absolutely expect the same in return.
Unacceptable Behaviour We operate a strict Zero Tolerance policy regarding any form of abuse or harassment directed at our team. This includes, but is not limited to:
- Aggressive or Threatening Language: Shouting, swearing, personal insults, or name-calling.
- Discrimination: Any prejudicial language or conduct based on race, gender, religion, sexual orientation, or disability.
- Harassment and Intimidation: Repeatedly contacting our staff after being asked to stop, or attempting to contact staff on their personal channels or outside of working hours.
- Review Extortion: Threatening to leave negative, defamatory, or malicious online reviews in an attempt to coerce our team into providing discounts, free services, or unearned benefits.
- Vexatious or Unreasonable Demands: Spamming our team with repetitive emails or calls that serve no legitimate purpose other than to cause administrative distress, or persistently demanding services/response times that fall entirely outside of our agreed operational capabilities.
Our Right to Refuse Service & Terminate Contracts We reserve the absolute right to protect our staff and our business operations. If a customer breaches this policy, we reserve the right to take the following actions immediately and without liability:
- Terminate Communication: End phone calls, close live chats, and cease email correspondence immediately.
- Cancel Ongoing Contracts: Terminate any pending orders, service agreements, or ongoing installations. (As outlined in our Terms of Service, the Company reserves the right to retain non-refundable deposits in the event a contract is terminated due to vexatious or abusive behaviour).
- Refuse Future Service: Permanently ban the individual or business from purchasing equipment or utilizing our engineering network in the future.
- Legal Action: Report serious incidents, threats of violence, or targeted harassment to the relevant authorities and pursue legal action where necessary.
Our Team’s Wellbeing & Empowerment Our staff are entitled to a safe, respectful, and stress-free working environment. We support our team completely in enforcing this policy. Our staff are officially instructed and empowered by management to issue one polite warning if a customer becomes abusive; if the behaviour continues, they are instructed to terminate the interaction immediately.