Our Customer Charter

CASCAiD is committed to providing the best service to its customers. To ensure this service runs smoothly, important guidelines are in place:

1. All orders will be processed within five working days after receipt (orders must be in writing, including by fax or email).
2. Any technical queries will be dealt with the same day or the next working day at the very latest. If an immediate solution cannot be offered, the query will be passed to the most appropriate member of staff and dealt with as soon as possible.
3. Delivery of goods is either by Royal Mail or a nominated parcel carrier, depending on the weight of the package. The minimum delivery time for receipt of goods will normally be two to three working days. In special circumstances, a ‘next day’ or ’12 hour’ delivery service can be requested, which will incur a delivery surcharge. Delivery times for goods outside the UK will vary according to delivery location.
4. The quality of all CASCAiD products is covered by the CASCAiD Quality Policy which is available from our website.
5. Each licensed CD product is updated annually. Web products are updated at least three times a year.
6. Prices of all products are reviewed annually. Agents receive notification of revised prices between January and February each year; revised prices are published on our website. For more information on CASCAiD Agents please click here.
7. All requests for information about CASCAiD’s services and/or products will be dealt with on the day of receipt or within three working days. Customers may receive a copy of specific product flyers and/or free trial login details, if appropriate.
8. Refunds are not generally given for cancelled licences, unless there are extenuating circumstances. If a refund is agreed, it is normal practice for CASCAiD to issue a credit note unless cheque refunds are requested.
9. Information about release dates of new versions of existing programs and new programs will usually be included in CASCAiD’s customer newsletters, which are published twice yearly. It is also included in a number of software directories, as well as on our website.
10. Information about product prices and technical specifications is included on individual product flyers, which are updated each year.

If you would like to comment on any aspect of our products or services, please contact us at enquiry@cascaid.co.uk, where your query will be handled in accordance with the guidelines above.