At Visla, we want every interaction with our customers to be productive, respectful, and professional.
We know things don't always work as expected. Software has bugs. AI can produce unexpected results. Billing questions happen. Customers can be frustrated, disagree with us, criticize our product, or tell us when we've gotten something wrong.
That's all fair.
What isn't acceptable is abusive or threatening behavior toward our team.
We expect mutual respect
Our Support team is here to help troubleshoot problems, investigate issues, answer questions, and find reasonable solutions.
We don't expect customers to always be happy. We do expect conversations to remain respectful.
Visla may choose to end a customer relationship when someone repeatedly:
Uses abusive, insulting, discriminatory, or threatening language toward our team
Harasses team members or continues inappropriate behavior after being asked to stop
Makes knowingly false or fraudulent claims regarding their account, payments, or interactions with Visla
Abuses chargebacks, payment disputes, refunds, or other processes in bad faith
Attempts to intimidate or threaten employees into providing refunds, credits, features, or exceptions
Repeatedly contacts multiple team members or channels in an attempt to circumvent a decision that has already been communicated
Otherwise engages in behavior that makes a reasonable and productive customer relationship impossible
Complaints aren't the problem
We want to be very clear about this.
You will not lose access to Visla simply because you complain, criticize the product, report a bug, request a refund, disagree with a decision, or tell us you're unhappy.
Sometimes customers are right, and sometimes we're wrong. We need customers to tell us when that's the case.
The issue is behavior, not criticism.
What happens if we end the relationship?
Depending on the circumstances, Visla may terminate an account and may prevent the individual from creating or using additional Visla accounts.
Where appropriate, we'll provide reasonable instructions regarding any content or account data that remains available before access is terminated, subject to our Terms, and Privacy Policy.
Termination does not automatically create an entitlement to a refund. Refund eligibility remains governed by our Refund Policy and Terms and Conditions.
Why we have this policy
Supporting customers well requires our team to be willing to investigate difficult problems, admit mistakes, and have honest conversations.
That becomes impossible when employees are being harassed, threatened, or abused.
We'd rather lose a customer than require a member of our team to tolerate abusive behavior to keep their business.
That's a boundary we're comfortable setting.
If you're contacting us in good faith, even when you're upset, we'll do our best to work with you.
We simply ask for the same professionalism in return.