Customer Engagement Policy

Rules for inviting customers to give feedback and for businesses responding.

Draft for legal review. This policy describes how the platform works today. It has not yet been approved by counsel and is not legal advice.

0.1 (draft)Policy version

Not yet in force. Takes effect when approved and published as finalEffective date

27 October 2026Last updated

Etiquette TechnologiesOperator

Scope

This policy covers feedback invitations and business responses made through Pulse.

Consent

Feedback invitations must be sent only to people the business is allowed to contact. Contact channels (email, SMS, WhatsApp) must follow applicable law and the person's preferences, with a way to opt out. Bulk marketing is not enabled without the required consent.

Fairness

Invitations must go to customers fairly, not only to those likely to be positive. No undisclosed incentives. No harassment or excessive reminders.

Confidentiality

A business must not disclose confidential customer data and may use survey data only as the privacy notice states.

Responding to reviews

Respond politely and factually. Do not reveal private information. Legitimate criticism stays visible.

Complaints

Report concerns to contact@etiquette.ltd.

Contact or complaint channel

Write to contact@etiquette.ltd. See also Grievance Redressal.