At Vytal Vend LLC, we aim to provide reliable vending services and accurate billing for our clients and customers. We understand that issues may arise, and we are committed to resolving disputes fairly and efficiently. This Dispute Policy outlines how we handle concerns from both vending machine customers and clients (site locations) regarding transactions or invoices.
1. Scope of This Policy
This policy covers disputes related to:
- Vending machine transactions (e.g., non-delivery of a product, damaged items, or overcharges).
- Invoices issued to clients (e.g., billing errors or disagreements over amounts charged for services like discounts).
2. How to File a Dispute
If you are a vending machine customer or a client with an issue, please contact us directly:
- Contact Information:
- Phone: 480-500-8223
- Email: service@vytalvend.com
- Submission Guidelines:
- For vending machine customers: Report the issue within 7 days of the transaction. Include the date, time, machine location, amount charged, and a description of the problem.
- For clients: Notify us within 15 days of receiving an invoice. Include the invoice number, date, amount, and details of the issue.
We aim to respond within 48 hours of receiving your inquiry.
3. Resolution Process
Once we receive your dispute, we will:
- Investigate:
- For customers: We’ll review machine records, transaction details, and any evidence you provide (e.g., photos).
- For clients: We’ll examine invoice details, service agreements, and related records.
- Resolve:
- If valid (e.g., a machine malfunction or billing error), we’ll issue a refund to your original payment method or, for clients, adjust the invoice. Refunds typically process within 5-10 business days.
- If a replacement product or credit is feasible (e.g., for customers), we may offer that with your agreement.
- Notify: We’ll inform you of our decision and any actions taken via email or phone. If the dispute isn’t valid, we’ll provide an explanation and supporting evidence.
4. Refund Policy
- Eligible Refunds:
- Customers: Non-delivery, damaged, or defective products (with evidence).
- Clients: Overcharges or errors on invoices.
- Non-Refundable Cases:
- Customers: Errors like selecting the wrong item or change of mind after dispensing.
- Clients: Disputes over unagreed terms or late submissions (after 15 days).
- Processing: Refunds are issued to your original payment method and typically appear within 5-10 business days.
5. Preventing Disputes
To minimize issues:
- Vending machines are regularly maintained and clearly display pricing and product details.
- Clients receive detailed invoices with breakdowns of charges.
- Contact information is posted on machines and provided to clients for quick assistance.
6. Policy Updates
We may update this policy as needed. The latest version will be available on our website at https://www.vytalvend.com or upon request.
7. Contact Us
For any questions or to report a dispute:
- Phone: 480-500-8223
- Email: service@vytalvend.com
- Hours: Monday-Saturday, 9 AM - 9 PM
We value your business and are here to help!