This policy explains the standards of respectful communication and professional conduct expected between JUCRA Digital and our clients.
Client Conduct & Respect Policy
Provider: JUCRA Digital SL
Last Updated: 15th May 2026
JUCRA Digital believes in open, honest, transparent, and respectful communication with all clients.
We work hard to provide high-quality hosting, development, infrastructure, and technical support services, and we expect professional and respectful communication in return.
Technology projects, hosting systems, software platforms, APIs, third-party providers, and online infrastructure can sometimes involve:
- Unexpected technical issues
- Security incidents
- Changing requirements
- Third-party delays
- Software bugs
- Infrastructure failures
- Complex troubleshooting processes
We understand that technical problems can be stressful, particularly when they impact businesses or customers.
Important: We expect clients to communicate with our team in a respectful and professional manner at all times, even during stressful or urgent situations.
Table of Contents
1. Our Approach to Clients
Open Communication
We aim to communicate honestly, openly, and transparently regarding services, issues, delays, and expectations.
Professional Support
We aim to respond within reasonable timeframes and provide clear technical guidance wherever possible.
Honesty About Limitations
If something is outside our control or technically complex, we will explain this honestly rather than making false promises.
2. Expected Client Conduct
We expect clients to treat our team members with the same level of professionalism and respect they would expect to receive themselves.
This includes:
- Respectful communication
- Reasonable expectations
- Professional behaviour during support interactions
- Patience during complex technical investigations
- Constructive discussion when issues arise
3. Examples of Unacceptable Behaviour
The following behaviour is considered unacceptable:
- Using abusive, derogatory, aggressive, threatening, or foul language towards any member of our team.
- Repeatedly blaming our team for issues clearly outside of our control after explanation has been provided.
- Sending hostile or panic-driven communications while refusing to cooperate constructively.
- Applying unreasonable pressure regarding technically complex work after realistic timeframes have been explained.
- Withholding payment for completed services without valid contractual justification.
- Becoming abusive or hostile regarding service suspension caused by unpaid invoices or overdue accounts.
- Expecting staff to diagnose issues without sufficient information while responding negatively when clarification is requested.
- Attempting to use social status, wealth, celebrity status, or influence to pressure staff into preferential treatment.
- Attempting to dictate how JUCRA Digital internally operates its business or staff management.
- Assuming work will automatically be performed free of charge because of long-term client status.
- Attempting to pressure staff into unpaid work based on vague promises of future opportunities.
4. Service Boundaries
JUCRA Digital aims to provide excellent service and support; however, there are professional boundaries that must be respected.
Being a long-term customer, large customer, public figure, influencer, or business owner does not exempt anyone from respectful communication standards.
We reserve the right to maintain reasonable operational processes, workflows, support procedures, and commercial boundaries.
5. Non-Payment Situations
Where invoices remain unpaid, services may be suspended in accordance with our billing policies and Terms of Service.
We understand that financial difficulties can occur, and we are generally willing to communicate reasonably with customers where issues are raised professionally and proactively.
Important: Communication is always preferred over silence. Clients experiencing payment difficulties should contact us before service disruption occurs.
6. Our Right to Refuse or Terminate Service
JUCRA Digital reserves the right to refuse, suspend, or terminate services where abusive, hostile, threatening, manipulative, or persistently disrespectful behaviour occurs.
We believe life is too short for abusive business relationships.
Our goal is to work with clients who value respectful communication, professionalism, and constructive long-term working relationships.
7. Summary
Respect Matters
We expect respectful and professional communication from both clients and staff.
Technical Issues Happen
Complex technical environments can sometimes involve delays, troubleshooting, and unexpected issues.
Professional Relationships
We prefer long-term relationships built on professionalism, honesty, and mutual respect.