ID: Password:

Customer Charter

Last updated May 2013

Objective / Our Promise

We, Global Personals, provide an online dating service in good faith to enable you to meet and date other genuine members. We're incredibly proud of how hard our team work to provide a standard of service that goes above and beyond expectations. This Customer Charter is our promise to you to constantly strive to be the number one online dating service provider.

Transparency of Ownership

All Global Personals sites will state clearly details of Ownership, Contact Details, Terms and Conditions, Privacy Policy, Safety Tips and information relating to Data Protection via links in the footer.

Payment

All payment pages will explain clearly what you are purchasing, how long for and the exact amount you will be charged.

Within 1 hour of making your payment, you will receive a confirmation e-mail detailing your purchase.

We will state clearly the details of any offers and trials that you subscribe to.

Service Levels

We will continue to provide a highly trained team of experts to ensure all members are genuine and the service is safe and secure.

We will continue to review member submissions for inappropriate content. Any member who breaches our Terms and Conditions will be removed from the site.

When sending a message, we will always make you aware that communication is being sent to another member. At no point will any messages be automated on the behalf of yourself or other members.

We will continue to provide the option to filter your message inbox. Should a member outside of your filter settings contact you, an automated reply will be sent informing them. An automated response will be sent to any member whose message has not been opened after 40 days of being sent.

We aim to review all profile, photo and diary submissions within 30 minutes. You may report a member for inappropriate behaviour or fraudulent activity by using the 'Report This Profile' button which can be found at the bottom of every profile.

Fraudulent profiles will be removed without warning within 1 hour of being identified. Profiles deemed to be disingenuous will be carefully monitored until we are satisfied that the profile is genuine.

Customer Care

Within every Global Personals site, a Help section will be clearly displayed. This section enables you to communicate with our Customer Care Team via email and telephone. All Customer Care calls will be answered within 1 minute and emails responded to within 48 hours.

Within every Global Personals site, an Account section will be clearly displayed. This section contains details of your membership, your level of membership, details on how to change your level of membership and renewal information.

Our cancellation process is simple and easy to follow. Information on how to cancel can be found on the FAQ page. We aim to answer all cancellations calls within 10 minutes; however this may vary during busy periods. You have the right to cancel your subscription at any time.

Complaints

Details of how to make a complaint can easily be found within the Help section of every Global Personals site.

We will deal with all complaints fairly, consistently and in accordance with our Terms and Conditions within 48 hours of receipt.

During our office opening hours you may register a complaint with the Customer Care Team via telephone. Outside of our office opening hours, complaints may be made via email.

Cancellation

You reserve the right to cancel your subscription and remove your details from our database at anytime.

We will continue to offer a fair refund policy, in accordance with our Terms and Conditions. Our refund policies and procedures are fully compliant with all the relevant trading regulations.

Recourse

If at any time you are unhappy with the service you have received whilst a customer of Global Personals, or you believe that we have breached our Customer Charter, please contact us and a member of the Senior Management Team will respond within 48 hours.