PRIVACY POLICY
 

This Privacy Policy describes how fc6555.myshopify.com and tatfat.co  website collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Contact

After reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at tatfatnumber1@gmail.com or by mail using the details provided below:

Angela Da Costa, Quiessence, Collinfield, kendal la9 5jd, United Kingdom

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information about an identifiable individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

• Device information:

  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.

  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.

  • Disclosure for a business purpose: shared with our processor Shopify or website.

  • Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.

• Order information:

  • Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

  • Source of collection: collected from you.

  • Disclosure for a business purpose: shared with our processor Shopify or our website. 

  • Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.

• Customer support information:

  • Purpose of collection

  • Source of collection

  • Disclosure for a business purpose

  • Personal Information collected 

  • Purpose of collection: to provide customer support

  • Source of collection: collected from you

  • Disclosure for a business purpose

  • Personal Information collected 

Minors

The Site is not intended for individuals under the age of 18. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address above to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

• We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

• We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

 

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

* We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at https://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

• FACEBOOK - https://www.facebook.com/settings/?tab=ads

• GOOGLE - https://www.google.com/settings/ads/anonymous

• BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads]

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: https://optout.aboutads.info/.

Using Personal Information

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

 

Lawful basis

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

• Your consent

• The performance of the contract between you and the Site

• Compliance with our legal obligations

• To protect your vital interests

• To perform a task carried out in the public interest

• For our legitimate interests, which do not override your fundamental rights and freedoms.

Retention

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Automatic decision-making

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We do not engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

• Temporary blacklist of IP addresses associated with repeated failed transactions. This blacklist persists for a small number of hours.

• Temporary blacklist of credit cards associated with blacklisted IP addresses. This blacklist persists for a small number of hours.

 

YOUR RIGHTS

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information above.

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

 

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

[Be sure to check this list against Shopify’s current list of cookies on the merchant storefront: https://www.shopify.com/legal/cookies ]

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as: www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Complaints

As noted above, if you would like to make a complaint, please contact us by e-mail or by mail using the details provided under “Contact” above.

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority.

Last updated: 22.2.23

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CUSTOMER SERVICE POLICY

Our mission is to provide the most effective product using quality plant based ingredients to achieve the best results for our customers. Ultimately for use on tattoos, it can be used on the face and body to protect, nourish and aid healing of the skin. We aim to provide a product that satisfies our customers, growing our business through excellent customer care and a professional service that more than meets our customers expectations.

Our vision is to grow a successful business by listening to what our customers need, whether in provision of the product itself, or meeting after sale obligations. We aim to be the leading provider of a tattoo aftercare product. To achieve this vision, we must exceed our clients expectations, and grow our community of staff and customers as the demand increases, ensuring we continue to adapt to changing needs. All staff and customers must respect, understand and implement the vision and mission of the business, without exception, at all times.

The following standards have been developed to ensure that we consistently deliver the high level of customer service that our customers expect and deserve:

We will always:

• be polite, professional, and courteous
• be responsive to customer inquiries and requests
• handle customer complaints promptly and effectively
• continuously strive to improve our level of service

We will never:

• keep customers waiting unnecessarily
• fail to follow up on promised actions
• speak negatively about staff or customers
• engage in any form of dishonest or illegal activity

It is the responsibility of this business and it’s associates to deliver a zero tolerance policy  for adhering to these standards and ensuring we provide an exceptional level of service to our customers.

Customer Service Guidelines for Quiessence Skincare:

It is the policy of Quiessence to provide our customers with the highest level of customer service. We are committed to exceeding our customers’ expectations by providing them with timely, professional, and courteous service.

We will work diligently to resolve any issues or concerns that our customers may have promptly and efficiently. Our goal is to build long-term relationships with our customers based on trust, respect, and confidence.

To ensure that we provide the best possible service to our customers, we have developed the following customer service guidelines:

• We will always be professional and courteous when interacting with our customers.
• We will promptly respond to all customer inquiries and requests.
• We will keep our customers informed of any changes or updates that may affect them.
• We will take the time to understand our customers’ needs and expectations.
• We will do everything we can to exceed our customers’ expectations.

Customer service is important to us, and we want to make sure that we are providing the best possible service. If you have any internal suggestions on how we can improve our customer service, please share them with us. If you have any questions or concerns about our customer service policy, please contact us at tatfatnumber1@gmail.com

This Customer Service Policy is a living document that will be updated as our business and team grows and changes. We encourage all team members to review the Customer Service Policy regularly, and to make suggestions on how we can improve.

We want to:

• get to know our customers
• understand our customers’ needs
• do everything we can to exceed our customers’ expectations

To do so, we have to:

• be professional and courteous when interacting with our customers
• promptly respond to all customer inquiries and requests
• keep our customers informed of any changes or updates that may affect them

Please take some time to review the Customer Service Policy, and if you have any questions or suggestions then feel free to contact us at tatfatnumber1@gmail.com

This procedure is to be followed by all staff who have contact with customers.

The goal of this procedure is to:

* ensure that our customers receive the best possible service
* exceed our customers’ expectations
* understand our customers’ needs
* build long-term relationships with our customers based on trust, respect, and confidence

With that in mind, we ask that our team to:

• be polite to our customers and respect their time
• handle customer service inquiries on time
• be patient and attentive when dealing with customers
• use positive language when communicating with customers
• keep confidential information about our customers to yourself
• cooperate with other customer service representatives to ensure that each client receives the     best service possible
• resolve conflicts in a professional manner
• adhere to the company policy
• take responsibility for our actions
• use proper grammar and spelling when communicating with customers
• be proactive in offering assistance and solutions to customers
• thank clients for their business
• do everything in our power to resolve any issues
• make sure that every customer’s experience is a positive one from start to finish

Intent: This policy has been created to ensure that all staff understand the importance of providing excellent customer service and how they can contribute to a positive customer experience.

Scope: This policy applies to all staff who have contact with customers, including but not limited to customer service representatives and managers.

Policy: It is the responsibility of Quiessence to provide the best possible customer service. To do this, we have created this Customer Service Policy that outlines our customer service philosophy and expectations.

Customer interactions must be:

• well-timed
• professional
• courteous
• respectful of the customer’s time
• responsive to the customer’s inquiries and requests
• informative of any changes or updates that may affect customers

As customer service professionals, we will:

• create a culture of customer first throughout the company by living and breathing our customer service promise
• strive to provide an effortless customer experience by always putting the customer first and making it easy to do business with us
• be proactive in solving problems
• hold each other accountable to live up to our customer service promise
• continuously improve our customer experience by soliciting feedback, measuring results, and making changes based on what we learn

 

Service Standards Guidelines

Email: tatfatnumber1@gmail.com

• All emails will be answered within 24hours.
• If an email cannot be answered within 24 hours, the customer will receive a response notifying them that their email has been received and is being processed.

Internal communication:

• Staff are to be notified of any customer service issue that cannot be resolved by customer service representatives.
• In the event that a customer service representative is unable to resolve an issue, they will escalate the issue to the manager.
• Customer complaints will be logged and tracked in the PIF system.
• A resolution will be provided to the customer within 24 hours.

 

COMPLAINT HANDLING PROCEDURE

There will inevitably be occasions when a customer is dissatisfied with the service they have received. We aim to resolve all complaints as quickly as possible and to the customer’s satisfaction. Our procedure for handling complaints is as follows:

• All customer complaints must be logged by the receiving member of staff in a customer complaints form.
• The customer complaints form must be passed to the customer service manager immediately.
• The customer service manager will acknowledge receipt of the complaint in writing within 2 working days, enclosing a copy of this procedure. They will also investigate the complaint and decide on the appropriate course of action.
• Where it is not possible to resolve the complaint within 2 working days, the customer service manager will write to the customer again, enclosing a copy of this procedure and giving an indication of when a full response can be expected.
• The customer service manager will ensure that all complaints are resolved promptly and to the customer’s satisfaction.
• All customer complaints will be reviewed by the customer service manager on weekly basis.
• Customer complaints will be used to identify any areas where improvements need to be made to our service.
If you have any questions about this procedure, please do not hesitate to contact the Customer Service Manager. Thank you for your cooperation.

Constant Feedback Culture:

Customers are the lifeblood of our business, and we wouldn’t be in business without them. We, therefore, want to maintain a client-focused culture within our company that puts customers first and values their feedback. This means learning from both customer success stories and failures.

That’s why:

• We always welcome feedback from our customers, whether it’s positive or negative. We want to know what we’re doing right and what we’re doing wrong so that we can continue to improve our customer service.
• We conduct customer surveys to obtain feedback from our clients.
• We encourage open communication between customers and customer service reps. We want our customers to feel like they can approach us with any problem or concern they may have.
• We take all feedback seriously and use it to improve our customer service. We want to be the best we can be for our customers, and their feedback is essential in helping us achieve that goal.

Thank you for taking the time to read this Customer Service Policy, and we hope it will be a helpful resource for you.

Scope:

This policy applies to all customer service interactions, including but not limited to phone calls, emails, live chat sessions, and in-person meetings.

Definitions:

• Customer – anyone who contacts our company for any reason
• Customer service representative – any staff who interacts with customers
• Manager – any employee who supervises customer service representatives
• The Company – this organisation
• Customer service training manual – a guidebook for teaching customer service representatives about the policy of the business

Standards

All customer service representatives will adhere to the following standards when interacting with customers:

• They will learn this policy as part of following the customer service training manual and be expected to abide by it at all times.
• Customer service representatives are expected to be polite and professional when interacting with customers.
• They should also strive to resolve any issue in a timely and effective manner.
• Representatives should use clear, concise language and listen carefully to what the customer has to say.
• Managers will be responsible for ensuring that customer service representatives are following this policy.
• They will also be responsible for investigating any complaints about customer service representatives.

Policy

It is our goal to provide the best possible customer service to all of our clients. We want them to be satisfied with their experience at all times, which means providing a high level of consistent service.

We know that there will be times when things won’t go as planned, but we promise to do everything we can to resolve any customer issues in a timely and efficient manner. To do this, we have established the following policy for interacting with customers.
• All emails will be answered within 24 hours.
• Customer service representatives will use a courteous and professional tone when interacting with customers.
• They will also try to resolve any issue as quickly as possible.
• If a customer service representative is unable to resolve an issue, they will escalate it to their manager.

Summary

• This policy is subject to change at any time.
• Date of Last Revision:1.2.2023

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Quiessence – Customer Service Guidebook

Aims

The Customer Service Policy of Quiessence is designed to ensure that our clients receive the best service possible. The Policy sets out the standards that all customer service representatives are expected to uphold when interacting with clients, as well as the process for escalating issues to a manager.

Background

Quiessence is a customer-centred organisation and our customer service representatives are the face of our business. We want to achieve high levels of customer satisfaction with our services, so we have established this policy to ensure that is the case wherever possible and address the responsible issues if not.

Practices:

To meet the aims and objectives of the customer service policy, customer service representatives need to adhere to certain practices. when working for Quiessence, they must at all times:

• Remain professional at all times
• Be polite and patient with customers
• Listen to customers carefully
• Take the time to understand customer inquiries
• Keep updated on product knowledge
• Follow up with customers after they have made a purchase or used the service
• Provide accurate information
• Make sure that customers are satisfied with the service provided before ending interactions with them

Handling customer inquiries:

When someone reaches out to the service team, the customer service representative must:

• Acknowledge the inquiry within24 hours
• Respond to the inquiry within 2-3 working days
• Provide accurate and up-to-date information about the product or service in question
• Remain professional and courteous at all times
• Take the necessary steps to resolve any issues relating to one of our [products or services

Escalating issues:

if an inquiry is made about a problem that cannot be resolved by the customer service representative, the customer service representative who is responsible for handling it should escalate it to a manager by:

• Sending an email to the manager.
• Explaining the problem and providing any relevant information
• Asking for guidance on how to proceed

Receiving complaints

If someone has a complaint about the level of customer service provided to them, they can contact us about it by:

• sending an email to the customer service department

The customer service team will then:

• Acknowledge the complaint within 24 hours
• Respond to the complaint within 3 days

Ending interactions with customers

When ending an interaction with a customer, the customer service representative must:

• Make sure that the customer is satisfied with the information or resolution provided
• Thank the customer for their time
• Let the customer know that they are always welcome to reach out if they have any further questions or problems

Review

In summary, this guidebook provides an overview of the customer service policy for Quiessence It sets out our aims, how customer service representatives are expected to behave, and the process for handling customer inquiries and complaints, as well as escalating issues and finally ending interactions.

We hope that this guidebook will be helpful for all customer service representatives in providing excellent customer service to our clients. If you have any questions about the policy, please reach out to your manager. Thank you for reading.

 

 

Quiessence Customer Service Policy Document

Welcome to the Quiescence Customer Service Document. It has been designed to provide you with information on our customer service policies and procedures. Please take the time to read and understand the entire document.

Our Mission

Our mission is to provide the most effective product using quality plant based ingredients to achieve the best results for our customers. Ultimately for use on tattoos, it can be used on the face and body to protect, nourish and aid healing of the skin. We aim to provide a product that satisfies our customers, growing our business through excellent customer care and a professional service that more than meets our customers expectations.

 

Our Commitment

We will always try to resolve any issue in a timely and efficient manner. We promise to always provide the best service possible. We also want our customer service representatives to be patient when communicating with our clients.

Our Procedures:

The following is a list of procedures that our team follows to achieve our mission and meet our commitments:

• We always aim to answer every customer inquiry within 24 hours.
• We take pride in our product and work hard to ensure that it meets or exceeds customer expectations.
• If a customer is not satisfied with their purchase, we will do everything we can to make it right.
• We value feedback from our customers and use it to continuously improve our products and services.
• We believe that happy clients are the best advertisement, so we always go the extra mile to achieve a high level of customer satisfaction.

Our Communication:

When communicating with our customers, staff must:

• Be clear and concise
• Patiently listen to the customer’s issue
• Resolve the issue in an efficient and effective manner
• Take a proactive approach to resolving issues
• Use feedback to improve skills

Our Feedback:

Feedback will be received from customers by e mail. This feedback will be used to:

• Identify areas in which we excelled
• Identify areas in which we need to improve
• Improve the skills of our agents
• Help us to continuously improve our products and services

Our Gratitude:

We appreciate you taking the time to read and understand our Customer Service Document, which we hope will be a helpful resource for you. If you have any questions or suggestions, please don’t hesitate to contact us at: tatfatnumber1@gmail.com

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Angela Da Costa

Quiescence Skincare,

Collinfield,

Kendal,

LA9 5JD

 

RETURNS/ REFUND POLICY

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Tatfat is produced with care and love, and we strive for 100% customer satisfaction,  However, there may be an occasion when you feel it necessary to return a product and we’re here to help.

 

In the event you are not happy and wish to return or exchange the product, please follow the  instructions below:

 

Please ensure your product is eligible to be returned.

 

*   Only items bought directly from this website can be returned through our return policy. Items bought through any other source must be returned to the original point of purchase.

 

*   If you change your mind about an unused item you have bought in the last 14 days, simply     return it unopened in its original condition and it original packaging. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

 

*   If the item was damaged when delivered to you, an exchange or refund will be offered.

*    

*   Your item needs to have a receipt or proof of purchase.

 

*   Product returns and/or refunds will only be accepted within 30 days of purchase.

 

*   We are only able to offer a replacement if the item is in stock.

 

*   We can only exchange products to the same value as the original order.

 

*   Expired products beyond the 30 days are not eligible for return/refund.

 

*   Opened or used products cannot be exchanged or refunded.

 

*   Refunds will be linked to the credit/debit card of the original payment.

 

*   Repeated return requests are subject to review. We reserve the right to deny multiple return/refund requests.

*   You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

 

*   Please allow 14 days for processing.

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We appreciate, however well we write these policies, there will always be a situation that is beyond our written agreement. That is the reason for continuously reviewing and updating, so if for any reason you wish to contact us to express your thoughts, please send an e mail to:  tatfatnumber1@gmail.com

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THANKYOU

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