Live Chat Policy
Live Chat is an online communication tool that enables users to have a real-time conversation with a customer support representative or agent via our website or our mobile applications. It allows users to easily and quickly receive assistance, ask questions and resolve issues without the need for a phone call or email.
Abiding by this written policy is crucial when using Live Chat because it ensures that all parties involved in the conversation are treated with respect and professionalism. It also helps to ensure that the chat remains productive, and that the customer support representative can effectively address the user's concerns. Moreover, the policy ensures that users understand the acceptable behaviors and prohibited actions when using Live Chat, which helps to prevent any misunderstandings or conflicts from arising. By following the policy, users can use Live Chat as a valuable tool to quickly and efficiently get the support they need while maintaining a positive and productive interaction with the Customer Service Team.
1.
Respectful Communication: Users are required to communicate respectfully and professionally in the Live Chat. Any form of harassment, discrimination, or hate speech is strictly prohibited.
2.
No Spamming: Users are not allowed to post unsolicited or irrelevant messages in the Live Chat. Posting messages for the purpose of advertising or promoting products, services, or websites is prohibited.
3.
Confidentiality: Our Live Chat platform is highly secure and we take the confidentiality of our users seriously. Any personal or sensitive information disclosed in the Live Chat is protected and kept confidential by us. However, users should still be aware that they have the right to protect their personal data under the Data Protection Act (Chapter 586 of the Laws of Malta). We recommend that users read our Privacy Policy to learn more about how we handle their personal data.
4.
No Trolling: Trolling or intentionally disrupting the Live Chat is not permitted. Posting inflammatory or offensive messages, flooding the Live Chat with messages, or intentionally derailing conversations is prohibited.
5.
Compliance with the Law: Users are required to comply with all applicable laws and regulations while using our Live Chat. Any illegal activities or solicitations will not be tolerated, and users may be reported to the relevant authorities under Maltese law.
6.
Moderation: Our moderators reserve the right to remove any messages that violate this policy or disrupt the Live Chat. Users who repeatedly violate this policy may be banned from using the Live Chat or any other form of communication with our website.
7.
Prohibited items: The following actions are strictly prohibited when using our Live Chat:
- Abusive or threatening language. Any language or comments that are meant to harm, intimidate, or belittle another person are prohibited. This includes racial, ethnic, or gender-based slurs, as well as personal attacks or insults.
- Offensive content. Any content that is offensive or inappropriate, such as sexual language, graphic images, or violent content, is prohibited.
- Spamming or flooding. Sending repetitive messages or flooding the chat with irrelevant content is prohibited. This can disrupt the conversation and prevent others from getting the help they need.
- Fraudulent activities that are intended to deceive or defraud another person or company, such as making false claims or impersonating someone else, are prohibited.
- Disrespecting or disregarding the policies and procedures of the company provided via the Live Chat service is prohibited. This includes refusing to follow instructions, making unreasonable demands, or engaging in behavior that disrupts the conversation.
- Soliciting personal information: Attempting to solicit personal information from another person, such as their name, address, or credit card information, is prohibited.
- Promoting illegal activities.
Users who engage in any of these prohibited actions may be immediately banned from using the Live Chat or any other form of communication with our website.
8.
Timeliness: Users are expected to respond to messages in a timely manner. Leaving the Live Chat without responding for an extended period of time may result in the Live Chat being closed or the user being disconnected.
9.
Informed Consent: Users are required to provide informed consent before disclosing any personal or sensitive information in the Live Chat. Our moderators may ask users to provide explicit consent before proceeding with certain requests or actions.
10.
Professionalism: Our Live Chat is a professional platform, and users are expected to maintain a professional tone in all communications. Using inappropriate language, making personal attacks, or engaging in any other unprofessional behavior will not be tolerated.
11.
Disclaimers: Our Live Chat is intended to provide general information only and should not be considered as professional advice. We make no representations or warranties about the accuracy, completeness, or reliability of the information provided in the Live Chat, and users are advised to seek professional advice before acting on any information provided.
12.
Copyright: Users are not allowed to post any copyrighted material in the Live Chat without the express permission of the copyright owner. Posting copyrighted material without permission is a violation of the Copyright Act (Chapter 415 of the Laws of Malta).
13.
Complaints: If users have any complaints or concerns about the Live Chat, they can contact our Customer Service team. We take all complaints seriously and will investigate and respond to them promptly.
We reserve the right to update or modify this policy at any time, and users are expected to review and abide by the updated policy.
Ver. 3.0.0 - 05 December 2023