This policy explains how support requests, bookings, session messages, follow-ups and complaints are handled.
The official contact details are:
If you receive an unexpected message or are unsure whether an account is genuine, verify it through the official email address before sharing information or accepting remote access.
New requests and ordinary messages are normally answered within one business day. Business days are Monday to Friday, excluding UK public holidays.
Messages received outside those days enter the queue for the next business day. This is not an emergency or guaranteed out-of-hours service.
Service scope, price, Google Calendar booking information, PayPal payment instructions and any material change to the work are confirmed by email so there is a clear record.
Discord can be used for an initial enquiry or convenient discussion, but a working email address is needed before a Calendar booking and payment instructions can be issued.
Appointments are selected through Google Calendar. Calendar displays the booking in the customer’s local timezone; written instructions may also show the equivalent UK time.
Please check the date, time and timezone shown in the Calendar invitation and report any discrepancy before paying or joining the session.
The agreed session may use Discord, Google Meet, Microsoft Teams or text-only communication. The connection method is confirmed before work begins.
You can ask for an explanation, pause the work or end remote access at any time. If you need slower instructions, written steps or another reasonable communication adjustment, mention this before or during the appointment.
Sargra will not ask you to send passwords, full payment-card details or account verification codes. When a password is required during support, type it yourself where possible.
Temporary Quick Assist or RustDesk connection details are exchanged only during the booked appointment. Do not send remote-access IDs or one-time passwords in advance.
If a reply, booking or agreed deliverable is likely to take longer than expected, Sargra will provide an update as soon as reasonably possible. Any change affecting the price, scope or appointment requires agreement before work continues.
Please provide accurate contact details, check your spam or junk folder, read the booking information and report changes as soon as possible. Do not include unrelated sensitive information in forms, email or chat.
Cancellation and rescheduling requests should be sent through the official email address so their timing can be recorded.
If Sargra is waiting for information and receives no response for seven calendar days, the enquiry may be closed. Closing an unanswered enquiry does not create a charge.
You may submit a new request later. Availability, prices and earlier quotes may need to be confirmed again.
Send complaints to [email protected] with the subject “Complaint” and enough information to identify the relevant request or session. Do not include passwords or payment-card details.
A complaint will normally be acknowledged within one business day. A full response is targeted within five business days. If more time is reasonably required, you will receive an update explaining why and when to expect the next response.
Refund requests are considered under the Refund and Cancellation Policy.
Communication must remain respectful and relevant to the service. Abusive, threatening, discriminatory or persistently inappropriate conduct may result in communication or a session being ended.
Any paid but unprovided work is then considered under the Refund and Cancellation Policy. Ending abusive communication does not remove either party’s legal rights.
Service-related messages may be retained where reasonably needed to handle the request, provide follow-up, resolve a complaint or meet legal and accounting obligations. More information is available in the Privacy Notice.