Contact & Support Policy

Effective Date: 24 June 2025
WifiFam Ltd is committed to providing reliable, accessible, and timely support to all users of https://wififam.com. This Contact & Support Policy outlines our procedures for handling enquiries, support requests, and complaints in accordance with international digital consumer protection regulations, including the UK Consumer Rights Act 2015, UK GDPR, EU GDPR, and the California Consumer Privacy Act (CCPA/CPRA).

1. How to Contact Us

Primary contact channel:
– Email: advice@wififam.com

Please provide a clear subject line and detailed description of your enquiry or issue. For safeguarding or urgent safety matters, please include ‘URGENT’ in the subject line.

2. Scope of Support

We offer support for the following:
– Access and navigation issues on the WifiFam.com website
– Questions regarding courses, tutorials, downloads, or platform tools
– Technical issues or bug reports
– Requests related to personal data access or removal (GDPR/CPRA compliance)
– Safeguarding or content safety concerns
– Feedback, feature suggestions, and complaints

3. Global User Commitment

WifiFam is accessible internationally. While our support is provided in English, we strive to assist users from all jurisdictions and comply with applicable regional digital rights legislation including:
– UK Data Protection Act 2018
– EU GDPR and ePrivacy Directive
– U.S. CCPA/CPRA
– Canada’s CPPA
– Australian Consumer Law

4. Response Times

We aim to acknowledge all standard enquiries within **3 working days** and provide a full response within **7 working days**. Priority is given to safeguarding reports, accessibility issues, and user data rights requests under GDPR/CPRA.

5. Safeguarding Reports

Concerns relating to the safety of a child or vulnerable individual are escalated immediately within our safeguarding workflow. All safeguarding reports are reviewed within 24 hours and, where necessary, shared with appropriate child protection authorities in accordance with legal and ethical obligations.

6. Accessibility Support

If you are a user with a disability or using assistive technology and encounter accessibility issues, please contact us via email. We will respond within 3 working days and seek to resolve the issue or provide an accessible alternative format within 14 days.

7. Data Rights Requests

Under the UK GDPR, EU GDPR, and CCPA/CPRA, users have the right to access, rectify, or erase their personal data. Requests should be submitted via contact@wififam.com with the subject ‘DATA REQUEST’. Identity verification may be required prior to processing.

8. Complaints Handling

If you are dissatisfied with the service you receive, you may submit a formal complaint via email. Complaints are reviewed by management and responded to within 14 working days. If unresolved, users may escalate complaints to the Information Commissioner’s Office (UK) or relevant data protection authority.

9. Updates to This Policy

This policy is reviewed annually and updated in accordance with legal and service delivery changes. The most current version will always be available at https://wififam.com/contact-support-policy.