Fruit Punch Digital

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Contact and Complaints Policy

Fruit Punch Digital – Contact & Complaints Policy
Last Updated: [Insert Date]

1. Overview

We are committed to delivering outstanding service and clear communication. This policy outlines how to contact us and how we manage complaints in a respectful, timely, and fair manner.

This policy applies to both current and former clients of Fruit Punch Digital.

2. General Enquiries

For general questions, updates, or non-urgent matters, you can reach us via:

  • Email: hello@fruitpunch.digital
  • Phone: 027 539 8659
  • Postal Address: 30 Dexter Avenue, Mount Eden, Auckland 1024, New Zealand

We aim to respond to all general enquiries within 2 business days.

You can also reach us via our contact form at https://fruitpunch.digital/contact-us.

3. Account & Billing Support

For account-specific, payment, or invoicing matters, please contact our accounts team:

We aim to respond to billing queries within 1–2 business days.

4. How to Make a Complaint

Before lodging a complaint, we encourage you to review any relevant policies, such as our Refund & Cancellation Policy or Payment & Billing Policy.

If you’re unhappy with our service or experience an issue, we want to hear from you so we can make it right.

Step 1: Contact the person you’ve been working with

  • Raise your concern with your project lead or primary contact.

Step 2: Escalate your complaint (if unresolved)

  • If you feel the matter hasn’t been handled appropriately, or prefer not to raise it with your contact, you can escalate your complaint by emailing:

5. How We Handle Complaints

  • You will receive acknowledgement of your complaint within 2 business days.
  • We aim to resolve complaints within 5–10 business days.
  • Complex matters may take longer — if so, we’ll keep you informed.
  • All complaints are treated confidentially and in accordance with our Privacy Policy.
  • All complaints are recorded in our internal system to ensure accountability, improve service quality, and identify trends.

6. Unresolved Issues

If, after internal resolution attempts, you are still not satisfied, you may seek independent advice or take further action through appropriate consumer protection channels in New Zealand.

7. Feedback

We welcome feedback of all kinds — suggestions, compliments, and ideas for improvement. You can share feedback by emailing hello@fruitpunch.digital.

8. Accessibility Support

If you require assistance in submitting a complaint due to language, disability, or accessibility needs, please contact us and we’ll make reasonable adjustments to support you.