Our commitment
This policy sets out the service you can expect from Icon Web Solution, and how we handle questions and complaints. It applies to everyone who works on our behalf: directors, staff and contractors.
How we communicate
- We speak to clients respectfully, listen fully before responding and explain things in plain language.
- We give accurate, honest information about our services, prices and timelines, in writing wherever possible.
- We keep the information on our website, including contact details, up to date.
- We respect your privacy and confidentiality, as described in our Privacy Policy, and sign your NDA on request.
Response times
- Email and website enquiries: we reply within one working day (Monday to Saturday, India time).
- Phone and WhatsApp: +91 88663 03099 or +91 74053 75923. If the right person is not available, we take a message and call you back.
- Active projects: you get written updates and a staging link so you can see progress at any time.
- Social media: messages received on our social channels are answered in the same way as email.
Raising a complaint
- Tell us what went wrong by email at info@iconwebsolution.com, or by phone. Please include your name, project and the details of the problem. We do not usually act on anonymous complaints.
- We acknowledge written complaints within 48 hours and try to resolve them at this first stage.
- If we cannot, the complaint is escalated to management, who keep you informed of the steps being taken.
- We explain the outcome and our decision clearly, and fix our errors willingly.
Our team also has the right to be treated respectfully; we may pause communication that becomes abusive.
If a complaint is not resolved
If we cannot resolve a complaint together, you may approach the consumer dispute redressal mechanisms available under Indian law. Refunds and cancellations are covered by our Refund and Cancellation Policy and our Terms and Conditions.
Review
Management of Icon Web Solution is responsible for this policy and reviews it at least once a year.