Customer Care Policy

Effective Date: May 30, 2024

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Urban Sentinel is dedicated to providing exceptional customer care to our readers. This Customer Care Policy outlines our commitment to addressing your needs, resolving issues, and ensuring your satisfaction with our digital magazine services.

 

Customer Support Availability

• Email Support: Available 24/7. We strive to respond to all inquiries within 24 hours.

• Phone Support: Available Monday to Friday, 9 AM to 6 PM (local time).

• Live Chat Support: Available on our website during business hours for real-time assistance.

 

Contact Information

• Email: contact@urbansentinelmagazine.com

• Phone: 301-661-3989

• Live Chat: Accessible through our website (located at the bottom right corner of every page)

• Mailing Address: 102 Discovery Ct. LaPlata, MD 20646

 

Support Services

• Account Management: Assistance with account creation, login issues, subscription management, and profile updates.

• Technical Support: Help with downloading, accessing, and viewing digital magazines on various devices.

• Billing and Payments: Handling inquiries related to subscription fees, billing cycles, payment methods, and refunds.

• Content Inquiries: Responding to questions about magazine content, article requests, and contributions.

 

Response Time

• Email Inquiries: Acknowledgement within 24 hours and resolution within 72 hours.

• Phone Calls: Immediate assistance during business hours. If further investigation is needed, a follow-up within 48 hours.

• Live Chat: Real-time assistance during business hours.

 

Complaint Resolution

• Initial Response: All complaints will be acknowledged within 24 hours of receipt.

• Investigation: We will thoroughly investigate all complaints and aim to provide a resolution within 5 business days.

• Resolution: If the issue cannot be resolved within this timeframe, we will keep you informed of the progress and expected resolution time.

• Escalation: If you are not satisfied with the initial resolution, you may escalate the issue to our Customer Care Manager for further review.

 

Feedback and Suggestions

Urban Sentinel values your feedback and suggestions for improving our services. Please feel free to share your thoughts with us via email at feedback@urbansentinel.com.

 

Privacy and Confidentiality

• Urban Sentinel is committed to protecting your privacy. Any personal information shared with our customer care team will be handled in accordance with our Privacy Policy.

• We will not share your personal information with third parties without your explicit consent, except as required by law.

 

Continuous Improvement

• We regularly review our Customer Care Policy and processes to ensure we are meeting our readers’ needs and expectations.

• Your feedback plays a crucial role in our continuous improvement efforts.

 

Policy Updates

Urban Sentinel reserves the right to modify this Customer Care Policy at any time. Subscribers will be notified of any significant changes through email or account notifications.

 

Contact Us

For any questions or concerns regarding this Customer Care Policy, please contact our customer support team:

• Email: contact@urbansentinelmagazine.com

• Phone: 301.661.3989

• Mailing Address: 102 Discovery Ct. LaPlata, MD 20646

 

Thank you for being a valued reader of Urban Sentinel. We are committed to providing you with the best possible service and support.