Live Chat Terms of Use
These Live Chat Terms of Use (“Live Chat Terms”) apply when you contact eSound Support through the website live chat. By using the live chat, you agree to follow these rules.
1. Purpose of the Live Chat
The live chat is intended for customer support requests related to eSound services. It is not intended for emergencies.
2. Keep One Case (No Duplicate Requests)
- Repeated requests do not speed up handling. Sending the same message multiple times (or opening additional chats for the same issue) will not shorten processing time.
- Queue impact. In certain situations, duplicate requests may cause our system to place the case further back in the queue, which can increase handling time.
- Provide updates correctly. If you have new information, reply to the confirmation email you received or add the new details/files to the existing live chat conversation. Do not start a new chat for the same issue.
3. Information to Include
To help us resolve your request faster, please provide as much relevant detail as possible, such as:
- a clear description of the issue and what you expected to happen;
- the device type, operating system version, and app version (if applicable);
- screenshots (avoid including private data);
- timestamps and approximate location/region (if relevant for availability issues).
4. Respectful Communication
- Be respectful. Harassment, hate speech, threats, or abusive language is not allowed.
- Do not impersonate others or misrepresent your identity.
5. No Sensitive Data
Please do not send sensitive personal information through the live chat (for example: passwords, full payment card numbers, government IDs, or security codes).
6. Spam, Misuse, and Blocking
To protect our users and support agents, we reserve the right to restrict access to the live chat at any time in cases of abuse or misuse, including:
- spam, flooding, or automated messages;
- opening multiple cases for the same issue after being asked not to;
- attempts to disrupt the service, exploit the system, or bypass restrictions.
In such cases, we may suspend or permanently block your device and/or network from accessing live chat services, meaning you may no longer be able to contact us directly through the website.
7. Availability and Response Times
We aim to respond as quickly as possible, but we do not guarantee specific response times. Response times may vary based on volume, complexity, and agent availability.
8. Records and Quality
We may keep records of live chat conversations for quality assurance, training, security, and to resolve your request. Please refer to our Privacy Policy for details about how we handle personal data.
9. Changes to These Live Chat Terms
We may update these Live Chat Terms from time to time. The “Last updated” date indicates when changes were last made.
10. Contact
If you have questions about these Live Chat Terms, contact us at [email protected].
Last updated on 2026-05-30