Fulfillment Policy

1. Purpose

a. This Fulfillment Policy outlines the procedures and standards for fulfilling client orders and service requests at Madeira Security, Inc. (DBA "Dune Security") ("the Company"). It aims to ensure consistent, high-quality service delivery and customer satisfaction.

2. Scope

a. This policy applies to all employees involved in the fulfillment process, including but not limited to sales, operations, customer service, and field personnel.

3. Order Processing

a. All client orders and service requests must be documented in the Company's designated order management system within 24 hours of receipt.

b. Orders should be reviewed for completeness and accuracy before processing.

c. Any discrepancies or unclear information must be clarified with the client within 48 hours of order receipt.

4. Quality Control

a. Supervisors will conduct random checks on at least 10% of all service deliveries to ensure quality standards are met.

b. Client feedback will be solicited within 48 hours of service completion for all new clients and on a quarterly basis for ongoing clients.

5. Issue Resolution

a. Any issues or complaints raised by clients must be documented and addressed within 24 hours.

b. Resolution of issues should be communicated to the client and documented in the client's file.

6. Continuous Improvement

a. The fulfillment process will be reviewed quarterly to identify areas for improvement.

b. Employee suggestions for improving the fulfillment process are encouraged and should be submitted to the operations manager.

7. Policy Compliance

a. Adherence to this policy is mandatory for all employees involved in the fulfillment process.

b. Violations of this policy may result in disciplinary action, up to and including termination.

8. Dispute Resolution

a. In the event of a dispute, we commit to fair and prompt resolution. If we cannot reach an agreement, disputes will be resolved through arbitration in New York City.

9. Contact Information

For questions about this policy or to initiate a refund, cancellation, or return, please contact:

Legal Department

Email: legal@dunesecurity.io

10. Policy Review

This policy will be reviewed annually and updated as necessary to ensure it remains relevant and effective.

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