Company general policy
Purpose and scope
Purpose: Establish clear company-wide standards for conduct, operations, quality, and commercial terms to ensure consistent, ethical, and efficient service.
Scope: Applies to all employees, contractors, agents, and business units, and to all customers, suppliers, and partners engaged with the company.
Review cadence: Policies are reviewed at least annually; updates take effect upon publication.
Ethics, compliance, and conduct
Integrity: All business is conducted honestly, transparently, and in compliance with applicable laws and regulations.
Anti-bribery and corruption: Offering, soliciting, or accepting bribes, kickbacks, or improper benefits is prohibited.
Conflicts of interest: Employees must disclose any personal or financial interests that could influence business decisions.
Fair competition: The company competes lawfully and does not engage in anti- competitive practices.
Confidentiality: Non-public information about customers, suppliers, and the company must be protected and used only for legitimate business purposes.
Data protection: Personal data is collected and processed only as necessary for business operations, safeguarded with appropriate technical and organizational measures, and shared solely with authorized parties in accordance with applicable data protection laws.
Health and safety: Work environments, including customer sites, must meet safety standards; employees must follow safety protocols and report hazards promptly.
Non-discrimination and respect: The company provides equal opportunities and maintains a workplace free from harassment and discrimination.
Operations, quality, and service
Quality standards: Products and services must meet specified regulatory, safety, and quality requirements; suppliers are vetted and monitored.
Vendor management: Suppliers must comply with legal, ethical, and quality standards; non-compliance may lead to corrective actions or termination.
Order acceptance: Orders are accepted in writing (e.g., purchase order, signed quotation) and are subject to the payment terms below.
Delivery timelines: Indicative timelines are provided at order confirmation; timelines may vary due to regulatory approvals, logistics, or supply constraints, and will be communicated proactively.
Installation and maintenance: Where applicable, installation, training, and maintenance services are provided per the agreed scope and schedule.
Customer support: Issues should be reported through designated channels; the company will acknowledge, investigate, and resolve within reasonable timeframes.
Payment policy and commercial terms
Upfront payment: Every product request or quotation requires a 75% upfront payment before order processing or procurement begins.
Balance due: The remaining 25% is due upon delivery, installation, or service completion, as specified in the order confirmation.
Accepted methods: Bank transfer, approved electronic payment platforms, or other methods agreed in writing.
Pricing validity: Quotations are valid for the period stated on the quote (default 30 days) and may change thereafter due to market or regulatory factors.
Taxes and duties: Prices exclude applicable taxes, duties, shipping, and insurance unless explicitly stated; these will be itemized in the quotation/invoice.
Late payments: Overdue balances may incur administrative fees or interest as permitted by law; services and deliveries may be paused until payment is received.
Credit terms: Any deviation from upfront payment (e.g., credit accounts) requires prior written approval, satisfactory credit checks, and may be revoked if terms are breached.
Refunds: Upfront payments are refundable only if the company cannot supply the agreed products/services and no suitable alternatives are accepted; otherwise, refunds follow the returns policy.
Returns, cancellations, and warranties
Cancellations: Orders cancelled by the customer after procurement has started may incur charges up to the cost already committed; the upfront payment may be partially or fully retained to cover incurred costs.
Returns: Returns are accepted for defective or non-conforming products within the warranty or statutory period; returns for reasons other than defect require prior authorisation and may be subject to restocking fees.
Warranties: Manufacturer or service warranties apply as stated in the quotation/contract; misuse, unauthorised modifications, or improper storage void warranties.
Risk and title: Risk transfers upon delivery; title transfers upon full payment unless otherwise agreed in writing.
Governance and enforcement
Compliance assurance: Managers are responsible for enforcing this policy; violations may result in corrective action, up to termination of employment or contracts.
Reporting concerns: Suspected violations (ethical, safety, data protection, or financial) should be reported through designated reporting channels; retaliation against good-faith reports is prohibited.
Dispute resolution: The company seeks amicable resolution first; unresolved disputes will follow the governing law and jurisdiction specified in the contract or invoice terms.