Customer Service Policy

Effective Date: 04/01/2025

1. Purpose

Pulse Living, a billing company, is committed to delivering high-quality customer service to all customers. This policy establishes the standards, expectations, and procedures for customer service interactions to ensure consistency, professionalism, and compliance with applicable laws and regulations.

The objectives of this policy are to:

• Provide a structured and professional framework for handling customer inquiries and concerns.
• Ensure timely and effective responses to service requests.
• Establish clear expectations for customer interactions with Pulse representatives.
• Comply with relevant consumer protection and data privacy laws.

This policy applies to all customer interactions across all support channels, including but not limited to email, phone, live chat, and help desk inquiries.

2. Customer Service Standards

Professionalism and Courtesy

• All customers will be treated with respect, courtesy, and professionalism.
• Customer service representatives will communicate in a clear, concise, and professional manner.
• Customers will receive accurate, consistent, and transparent information regarding services, policies, and issue resolution.

Timeliness of Responses

Pulse is committed to responding to customer inquiries in a timely manner, following the response timeframes outlined below:

• Response times may vary based on complexity and investigation requirements.
• High-volume periods may result in unexpected delays, and customers will be notified of any extended response times.

Confidentiality and Data Protection

• Customer inquiries and personal data will be handled in accordance with the California Consumer Privacy Act (CCPA), the General Data Protection Regulation (GDPR) (if applicable), and other relevant data protection laws.
• Customer information will not be shared with third parties without explicit written consent from Customer, or unless required by law.
• Customers may request access to, modification of, or deletion of their personal data, as outlined in the Privacy Policy.

3. Customer Support Channels

Customers may contact Pulse Living, a billing company, through the following channels:

• Email Support: support@joinpulse.com
• Phone Support: 1 (888) 212-0117
• Live Chat: Available at joinpulse.com
• Help Center and FAQs: Available at joinpulse.com

Support hours are as follows:

• Standard Support Hours: From 9AM - 7PM (Monday – Saturday), Phone and live chat. 24/7 Chat on joinpulse.com

4. Complaint Handling and Resolution

Complaint Submission

Customers who wish to file a complaint may do so through the live chat.

Complaint Resolution Process

1. Acknowledgment – Complaints will be acknowledged as received, and a case reference number will be assigned.
2. Investigation – The complaint will be reviewed, and escalated to the relevant department for further assessment.
3. Resolution – If the issue is complex and requires more time, the customer will be notified.
4. Escalation – Escalation to a senior representative is available.

5. Customer Responsibilities

To facilitate efficient service, customers must:

• Provide accurate and complete information when submitting inquiries or complaints.
• Follow appropriate channels for communication and service requests.
• Treat customer service representatives with professionalism and respect.
• Report service issues or disputes in a timely manner.

Customers engaging in fraudulent, abusive, or threatening behavior may have their accounts restricted or terminated, subject to our discretion and applicable laws and regulations.

6. Service Quality and Continuous Improvement

Pulse Living, a billing company, is committed to maintaining high standards of customer service by:

• Conducting regular customer satisfaction surveys to gather feedback.
• Implementing ongoing staff training with customer service best practices.
• Monitoring service interactions to ensure compliance with company policies (Customer calls to Phone Support may be recorded for training, evaluation, and improvement to our services).
• Reviewing service trends to identify and address recurring issues.

Customer feedback will be reviewed regularly to improve delivery of our services and customer experience.

7. Compliance with Consumer Protection Laws

This policy complies with applicable U.S. federal and state consumer protection laws, including:

• Fair Credit Billing Act (FCBA): Provides rights regarding billing disputes and chargebacks.
• Consumer Financial Protection Bureau (CFPB) Regulations: Ensures fair handling of financial disputes.
• Federal Trade Commission (FTC) Guidelines: Protects consumers against unfair business practices.
• State-Specific Consumer Protection Laws: Compliance with laws governing customer rights in different jurisdictions.

Pulse Living, a billing company, will adhere to all applicable legal requirements and industry standards regarding service provision, dispute resolution, and customer rights.

8. Policy Review and Updates

This Customer Service Policy will be reviewed annually or more frequently as needed to ensure compliance with regulatory requirements and alignment with best practices. Any updates to this policy will be communicated to Customers through the official website.

9. Contact Information

For customer service inquiries or support requests, please contact:

• Email Support: support@joinpulse.com
• Phone Support: 1 (888) 212-0117
• Live Chat: Available at joinpulse.com
• Help Center and FAQs: Available at joinpulse.com

By using joinpulse.com customers acknowledge and agree to the terms outlined in this Customer Service Policy.