Support, Accessibility & Complaints

Contact and response expectations

Email contact@bnaxdesigns.com for general inquiries, service questions, accessibility assistance, or complaints. Include an inquiry or project reference when available. We aim to respond to general inquiries within three business days. This is an initial-response target, not a guaranteed resolution time or 24-hour monitoring service.

Active clients should use the support channel and coverage stated in their agreement. That agreement determines any service-level commitment, priority categories, included work, and after-hours arrangements. This website is not an emergency reporting channel.

Requesting technical help

We will assess whether the issue is within the agreed service, a defect requiring correction, additional work, or a third-party matter. Additional billable work requires the appropriate approval. A provider outage or a problem in an unmaintained system may need another responsible party.

• Identify the affected page, system, or deliverable and the impact on your task.
• Describe what you expected, what happened, and the steps that led to the issue.
• Include approximate time, device and browser if relevant, and a redacted screenshot or error message.
• Do not send passwords, authentication codes, session tokens, full payment details, or sensitive records.
• Tell us about a deadline or serious business impact so we can assess urgency against the agreed coverage.

Accessibility approach

We aim to make the website usable through clear structure, readable content, labeled forms, keyboard access, and visible feedback. Accessibility is an ongoing responsibility. We do not claim that every page, downloadable file, embedded service, or linked project has been independently audited or certified to a particular standard.

If you cannot read information, navigate a page, or submit a form, email us with “Accessibility assistance” in the subject. Tell us the page and task, the barrier, and your preferred way to receive the information. Browser or assistive-technology details are helpful but not required to request assistance. You do not need to disclose a diagnosis.

We will review the barrier, discuss an accessible alternative where needed, and consider a correction. You can submit a project inquiry by email instead of using the form. Accessibility requirements for a commissioned website or application should be specified and tested in that project’s scope.

Complaint and resolution procedure

Send your complaint with the project or invoice reference, relevant dates, a concise description, and the resolution you are seeking. Include only necessary evidence. We will acknowledge the concern, review the applicable scope and records, and explain the proposed next step or any information needed.

If you disagree with the response, reply with “Request for review” and explain what remains unresolved. We will reconsider the issue and document the outcome. Where appropriate, the parties may agree to mediation or another resolution method, but this page does not require arbitration or waive access to a court, regulator, or payment-provider process.

Privacy requests follow the Privacy Policy. Refund and cancellation requests follow Payments, Cancellations & Refunds. Security concerns should use the reporting guidance in Acceptable Use.

Communication and continuity

Keep a copy of important messages, approvals, and inquiry references. If a form fails, do not assume it saved; use email or retry after checking the on-screen result. If it confirms a saved reference but no email arrives, your request may still be stored.

Support commitments, backups, maintenance, ownership transfers, and transition assistance must be documented in the project agreement. We do not imply unlimited support or a guaranteed recovery time through this general policy.