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Security & Dispute Resolution Policy

Introduction:
 

M&P INTERNATIONAL FREIGHT LTD is dedicated to maintaining a secure environment for our customers and their data, as well as to resolving any disputes or concerns that may arise in the course of our service delivery. This Security & Dispute Resolution Policy describes the measures we take to protect information and transactions (Security), and the processes in place to address customer complaints, disputes, or issues (Dispute Resolution). By using our services or website, you agree to abide by the security guidelines set forth and understand the mechanisms for dispute resolution.

This policy is guided by our commitment to transparency, fairness, and compliance with applicable UK laws and industry standards (including those required by Stripe and data protection regulations).

1. Security Measures and Guidelines

1. Data Security: Protecting your personal and payment information is a top priority for
M&P INTERNATIONAL FREIGHT LTD.

We implement several layers of security
 

  • Encryption: Our website is secured via HTTPS encryption. Any data you submit (personal details, inquiries, booking info) is transmitted securely. Look for the padlock icon in your browser when interacting with our site.
     

  • Secure Payment Processing: As detailed in our Payment Policy, all financial transactions are processed via Stripe, which adheres to strict security protocols (PCI DSS Level 1 compliance). We do not handle raw credit card data on our servers.
     

  • Access Controls: Internally, access to customer data is restricted to authorized personnel who need it to perform their duties (for example, trip planners, customer service representatives). Each such person is trained in confidentiality and data protection. We enforce strong password policies and 2-factor authentication on our internal systems where possible to prevent unauthorized access.
     

  • Data Storage: Any personal data we store (on secure servers or cloud services) is protected by firewalls and regular security monitoring. We use reputable hosting providers with strong security track records. Personal data in physical form (e.g., printed documents for a trip) is kept secure and shredded when no longer needed.
     

  • Regular Audits: We periodically review our data handling practices and security measures. This includes software updates, patching vulnerabilities, and ensuring our service providers (like web hosts) also maintain high security standards. If we discover any potential security vulnerability in our systems, we act promptly to address it.
     

2. Website and Account Security:
 

  • Customer Accounts: If our platform provides login accounts for customers (for example, to review itineraries or manage bookings), you are responsible for maintaining the confidentiality of your login credentials. Choose a strong password and do not share it. We will never ask you for your password via phone or email. If you suspect your account is compromised, reset your password immediately and notify us.
     

  • Safe Use Recommendations: We encourage you to use our website from secure networks. Avoid using public computers or public Wi-Fi to access sensitive information. If you must, ensure you log out and that the connection is secure. Keep your own devices protected with antivirus software.
     

  • Phishing Awareness: Be cautious of unsolicited communications asking for personal information or payment. Official emails from M&P INTERNATIONAL FREIGHT LTD will come from our domain (e.g., @mpfreight.co.uk and we will reference specifics of your booking. If you receive an email that seems suspicious, do not click any links or provide info, and contact us to verify its authenticity.
     

  • Third-Party Links & Integrations: Our website may include links or integrations (such as maps or scheduling widgets) from third parties. We ensure as best as we can that these are secure and reputable. However, once you leave our site or interact with a third-party feature, their security and privacy policies apply. We advise reviewing their policies if you have concerns.
     

3. Physical Security for In-Person Events: While much of this policy focuses on digital security, we also consider safety at our in-person sessions (like meditation classes or retreat gatherings in London, Purfleet, or other locations we organize). We choose reputable venues that have their own security protocols (such as secure premises, fire safety, first aid availability). We ask participants to follow the guidance of instructors and any venue rules to maintain a safe environment for all. Should any security or safety concern arise during an event, please bring it to the attention of the event leader immediately. We reserve the right to remove individuals who pose a security risk or danger to others (as noted in our Terms regarding behavior). Everyone’s safety is a shared responsibility.
 

4. Incident Response: In the unlikely event of a data breach or security incident that affects your personal data, M&P INTERNATIONAL FREIGHT LTD will follow all legal requirements in notifying affected users and authorities (such as the ICO in the UK) when necessary. We have a procedure in place to contain, assess, and remediate any such incidents. Our aim would be to inform you promptly of what data was involved, the potential risks, and the actions we are taking to mitigate any harm. We also welcome customers to report any suspected vulnerabilities or security issues to us (contact us at booking@mpfreight.co.uk if you believe you’ve found a security flaw). Responsible disclosure is appreciated and we will not take legal action against those who identify and report issues in good faith without exploiting them.

2. Dispute Resolution Process

Despite our best efforts to provide excellent service, questions or disagreements can arise. We have a structured process to ensure any disputes are handled fairly:
 

1. Initial Communication: If you have a concern or complaint, the first step is to communicate with us. You can email booking@mpfreight.co.uk or call +44(0)7450313981 outlining the issue. Whether it’s dissatisfaction with a service, a misunderstanding about charges, or any other problem, our customer support team will listen and try to clarify or resolve it. Many issues stem from miscommunication and can be resolved quickly once we understand your perspective. We aim to acknowledge your complaint within 5 working days and resolve it promptly (often within 2 weeks, depending on complexity).
 

2. Escalation: If the initial support response does not satisfy your concern, you may request escalation. At this stage, a manager or senior representative will review the case. They will look at all relevant details – booking records, communications, terms & conditions – and may reach out for further information. We will provide a written response explaining our findings and any remedial action we propose (such as a goodwill gesture, partial refund, correction of the service, etc.) within a reasonable timeframe (typically 14-28 days from escalation, to allow thorough investigation). Our goal is to be transparent about whether we accept fault or responsibility in a matter, or if we believe we acted per the agreement, and to propose a resolution accordingly.
 

3. Mediation (Optional): If after internal escalation you are still not satisfied, we may suggest mediation by a neutral third party. Mediation is a voluntary process where an independent mediator helps both parties reach a mutually acceptable solution. We are open to using recognized mediation services for consumer disputes. This option would require both your agreement and ours. Mediation can often resolve disputes without the formality or cost of legal action, and it’s generally faster. Any outcome of mediation would only be binding if both parties agree to it. You may also seek guidance from consumer protection bodies like Citizens Advice in the UK at any point.
 

4. Arbitration or Court (If Necessary): We prefer to solve things amicably, but if all else fails, disputes may be resolved through the legal system. As stated in our Terms & Conditions, any disputes will fall under the jurisdiction of the courts of England and Wales (unless you live in Scotland or Northern Ireland and choose your local courts). Litigation is usually a last resort due to the time and expense involved. We note here that we do not generally agree to binding arbitration unless required by a specific regulation or agreed separately, but should you wish to pursue arbitration, you can propose it and we will consider on a case-by-case basis. For most consumer matters, the small claims court is an accessible forum if the dispute involves a monetary claim within the small claims limit.
 

5. Stripe Dispute Process (Payments): If your dispute relates to a payment (e.g., a charge you believe is incorrect), and you initiate it through your bank as a chargeback, Stripe will manage that dispute according to their process. We touched on this in our Payment Policy, but to reiterate: We will respond to Stripe with evidence of the transaction’s validity (your booking, emails, usage of service, etc.). Stripe (via the card networks) will make a decision. This is separate from our direct dispute resolution with you, but the outcomes can overlap. For instance, if we agreed to refund you as part of resolving a complaint, you should withdraw any chargeback request, as the refund will be processed normally. If you have already won a chargeback, we consider that matter settled financially (though we’d still like to address your concerns). We encourage handling issues with us directly to avoid the adversarial chargeback route, but it’s your right to use it if you suspect fraud or have reached an impasse.
 

6. Records and Documentation: Throughout the dispute resolution process, we maintain records of communications and steps taken. Our aim is to have a clear log of what was raised and how it was addressed. We treat customers fairly and consistently, so having documentation helps ensure we meet that standard. We also keep records for our continuous improvement – learning from any mistakes or issues to improve our services and policies.

3. Customer Satisfaction and Feedback

We view disputes not just as challenges but as opportunities to improve. After resolution, we may follow up with you for feedback on how your complaint was handled. We take constructive criticism seriously. If a dispute revealed a gap in our policies or an error on our part, we will work to fix it for future customers. Your rights are always respected during the dispute process; using our dispute resolution mechanism does not waive or diminish any legal rights or remedies you have.
 

Likewise, while a dispute is in process, we ask that you continue to communicate respectfully and truthfully, as we will do the same. Hostile or abusive behavior can hinder resolution efforts. We understand disputes can be emotional, but a mutual respect helps in reaching an outcome.

4. Miscellaneous Provisions (Security & Disputes)

  • No Retaliation: Bringing a complaint or dispute to our attention will never result in a poorer service or any form of retaliation from M&P INTERNATIONAL FREIGHT LTD. We appreciate the chance to address issues. You will continue to be treated with the same respect and priority as any other customer.
     

  • Privacy of Dispute Resolution: We expect both M&P INTERNATIONAL FREIGHT LTD and the customer to keep the details of dispute communications confidential, insofar as is reasonable. This fosters open dialogue. Of course, you may seek advice from third parties (legal, etc.), and if the matter goes to public forums (court, reviews), that’s your choice. But during resolution, we find it best to keep discussions between us to avoid outside misinterpretation or escalation. We also comply with GDPR in handling any personal data involved in a dispute.
     

  • Security Changes: If you, as a user, have suggestions for improving our security practices or become aware of new threats that you think we should address, we welcome the input. Security is an evolving field, and collaborative effort helps maintain safety. We periodically update this policy as needed to reflect improvements or changes in our security stance and dispute processes.

5. Contact Information for Security/Dispute Matters

  • Security Contact: If you have questions about the security of our website or services, or need to report a security issue, please email booking@mpfreight.co.uk with the subject "Security Concern". It will be forwarded to our security officer/IT team for review.
     

  • Dispute/Complaint Contact: For any disputes, the primary contact is our customer service at booking@mpfreight.co.uk. If you are already in touch with a specific representative, you can continue with them, but you can always reach out through the general channel if needed.
     

  • Postal Address: If you prefer to send a formal complaint or notice via mail, you can do so to our business address: Flat 36 Wheatcroft Court Cleeve Way, Sutton, England, SM1 3TT. Please note that postal mail may take longer to receive a response.
     

We are fully committed to maintaining your trust through robust security and fair dispute resolution. Your safety – both digital and physical – and your satisfaction are of utmost importance to M&P INTERNATIONAL FREIGHT LTD. This combined Security & Dispute Resolution Policy underlines that commitment.
 

Last Updated: 7 May 2025

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