Customer Commitment Policy for HSO Petroleum Service

01. Scope

This policy applies to: 

• All customers who purchase products through www.hsopetroleum.com. 

• All interactions between customers and HSO, including pre-sales inquiries, order placement, fulfillment, and post-sales support. 

• All products sold through our platform, whether sourced from HSO's direct inventory or our network of trusted Partners. 

02. Our Core Commitments

HSO Petroleum Service makes the following commitments to every customer: 

03. Product Quality and Authenticity

3.1 Our Standards 

HSO is committed to offering products that meet or exceed industry standards for the energy and hydrocarbon sector. Whether you are purchasing standard replacement parts, safety equipment, or specialized components, we expect every item to perform as intended. 

3.2 Partner Vetting 

All Partners listing products on HSO undergo a verification process. We evaluate: 

• Business credentials and legal status. 

• History of compliance with applicable regulations. 

• Ability to provide accurate product information. 

• Commitment to customer service. 

We reserve the right to suspend or terminate Partners who fail to maintain our quality standards . 

3.3 Counterfeit Prevention 

HSO maintains a zero-tolerance policy for counterfeit goods. Our Fraudulent Listing Policy outlines the severe consequences for Partners attempting to sell inauthentic products, including: 

• Immediate listing removal. 

• Account suspension and termination. 

• Referral to law enforcement. 

• Legal action for damages . 

If you suspect a product may be counterfeit, please report it immediately to legal@hsopetroleum.com. 

3.4 Recalls and Safety Issues 

In the rare event that a product sold through HSO is subject to a recall or safety notice: 

• We will notify affected customers promptly using the contact information provided with your order. 

• We will provide instructions for returning or addressing the affected product. 

• We will coordinate with the manufacturer or Partner to facilitate resolutions. 

04. Order Accuracy and Fulfillment

4.1 Order Confirmation 

When you place an order, you will receive: 

• An order confirmation email acknowledging receipt of your order. 

• A second notification when your order ships, including tracking information when available. 

• An invoice detailing your purchase, charges, and payment terms . 

4.2 Shipping Commitment 

We partner with reputable logistics providers to deliver your products safely and efficiently. Our commitments include: 

• Processing orders promptly upon confirmation. 

• Providing estimated delivery dates based on product availability and shipping method. 

• Communicating any delays or issues that may affect your shipment . 

• Ensuring proper packaging to protect products during transit. 

4.3 International Shipping 

For customers outside the United States, we commit to: 

• Providing necessary documentation for customs clearance. 

• Clearly communicating your responsibilities as Importer of Record (duties, taxes, customs requirements) . 

• Working with you to resolve any customs-related issues that may arise. 

4.4 Tracking and Communication 

You will receive: 

• Tracking information when available from our logistics partners. 

• Proactive updates if significant delays occur. 

• Clear instructions for receiving and inspecting your shipment. 

05. Pricing and Transparency

5.1 Clear Pricing 

We believe in transparent pricing. Before you complete a purchase, you will see: 

• The unit price of each product. 

• Applicable quantity discounts or promotions. 

• Shipping and handling charges. 

• Estimated taxes and duties (where calculable). 

• The total amount due. 

5.2 No Hidden Fees 

HSO does not charge hidden fees. Any charges beyond the product price (shipping, taxes, duties) are clearly disclosed during checkout. We do not add unauthorized charges to your payment method. 

5.3 Price Accuracy 

We strive for accuracy in all pricing information. In the rare event of a pricing error: 

• We will notify you before processing your order. 

• You will have the option to confirm the order at the corrected price or cancel without penalty. 

• For already-processed orders, we will work with you to find a fair resolution . 

08. Partner Relationships and Accountability

8.1 Our Role as Merchant of Record 

HSO is the official merchant of record for all transactions on our platform. This means: 

• Your contract of sale is with HSO, not individual Partners . 

• Your invoice comes from HSO . 

• Your customer service contact is HSO . 

• We are accountable for your entire experience, even when products ship directly from Partners . 

8.2 Partner Standards 

We hold our Partners to the same high standards we set for ourselves. Partners must agree to: 

• Provide accurate product information. 

• Maintain adequate inventory. 

• Ship orders promptly. 

• Respond to customer inquiries professionally. 

• Comply with all applicable laws and regulations . 

8.3 When Things Go Wrong with Partner Orders 

If a Partner fails to meet our standards—whether through delayed shipping, inaccurate listings, or poor communication—HSO steps in. We will: 

• Investigate the issue. 

• Facilitate communication with the Partner. 

• Provide resolution directly if the Partner is unresponsive. 

• Take appropriate action against the Partner, up to and including termination.

09. Data Privacy and Security

9.1 Protection of Your Information 

We are committed to protecting your personal and business information. Our Privacy Policy and Cookies Policy detail: 

• What information we collect. 

• How we use and protect your information. 

• Your rights regarding your data. 

• How we use cookies and similar technologies . 

9.2 Secure Transactions 

All payment transactions on our platform are processed through secure, encrypted channels. We do not store full payment card details on our servers. 

9.3 No Unauthorized Sharing 

We do not sell or rent your personal information to third parties for their marketing purposes. Information is shared only as necessary to fulfill your orders (e.g., with logistics partners) or as required by law.

10. Accessibility Commitment

HSO is committed to ensuring our platform is accessible to all users, regardless of ability. Our Accessibility Policy outlines: 

• Our adherence to WCAG 2.1 Level AA standards . 

• Features we have implemented to improve accessibility . 

• Our process for addressing accessibility barriers . 

• How to report accessibility issues . 

If you encounter any difficulty accessing our site or completing a transaction, please contact accessibility@hsopetroleum.com for assistance.

11. Feedback and Continuous Improvement

11.1 We Value Your Input 

Your feedback helps us improve. Whether you have a suggestion, compliment, or concern, we want to hear from you. 

11.2 How to Provide Feedback 

• Product Reviews: Share your experience with products you've purchased. 

• Customer Surveys: Periodically, we may invite you to participate in surveys about your experience. 

• Direct Contact: Email us at feedback@hsopetroleum.com with your thoughts. 

11.3 How We Use Feedback 

We review all feedback and use it to: 

• Improve product selections and descriptions. 

• Enhance our website functionality. 

• Train our customer service team. 

• Evaluate Partner performance. 

• Develop new features and services. 

11.4 Closing the Loop 

When you provide feedback or report an issue, we strive to: 

• Acknowledge receipt. 

• Investigate thoroughly. 

• Communicate what we learned. 

• Share any actions taken as a result.

12. Compliance and Ethics

12.1 Legal Compliance 

HSO operates in full compliance with applicable laws and regulations, including: 

• U.S. federal and state laws governing commerce. 

• Export controls and sanctions administered by OFAC . 

• International trade laws and customs regulations . 

• Data protection and privacy laws . 

12.2 Ethical Conduct 

We are committed to conducting business ethically and with integrity. This includes: 

• Fair treatment of all customers and Partners. 

• Transparent business practices. 

• Respect for intellectual property rights . 

• Avoidance of conflicts of interest. 

12.3 Reporting Concerns 

If you have concerns about HSO's business practices or suspect unethical conduct, please report to legal@huronsmithoil.com. Reports may be made anonymously. 

13. Our Commitment to the Energy Sector

HSO Petroleum Service is dedicated to supporting the energy and hydrocarbon industry. Beyond individual transactions, we commit to: 

• Industry Knowledge: Maintaining expertise in the products and applications relevant to your operations. 

• Supply Chain Reliability: Working to ensure critical components are available when you need them. 

• Safety: Promoting safe practices through quality products and clear information. 

• Innovation: Continuously improving our platform to better serve the evolving needs of the energy sector.

14. Handling Complaints and Disputes

15.1 Our Complaint Process 

If you have a concern that has not been resolved through regular customer service channels: 

1. Escalate to Management: Request that your issue be escalated to a customer service manager by emailing escalations@hsopetroleum.com. 

2. Management Review: A manager will review your case, including all prior communications, within 3 business days. 

3. Proposed Resolution: You will receive a written proposed resolution or request for additional information. 

4. Final Review: If you remain unsatisfied, your case may be referred to our Compliance department for final review. 

15.2 Billing Disputes 

For disputes related to invoices or charges, please follow the process outlined in our Sales Terms & Conditions (Section 8), including: 

• Written notice within 10 business days of invoice date . 

• Payment of undisputed amounts . 

• Good-faith resolution efforts . 

15.3 Legal Disputes 

Any legal disputes arising from your use of our platform or purchase of products are governed by the dispute resolution provisions in our Terms and Conditions and Sales Terms & Conditions, including: 

• Governing law: State of Mississippi . 

• Exclusive jurisdiction: Panola County, Mississippi . 

• Binding arbitration provisions where applicable.

15. Policy Updates

HSO may update this Customer Commitment Policy periodically to reflect changes in our practices, legal requirements, or customer feedback. When we make material changes: 

• The updated policy will be posted on our website with a new effective date . 

• We may notify registered customers by email. 

• Significant changes will be highlighted or summarized. 

We encourage you to review this policy periodically to stay informed about how we are serving you.

16. Contact Information 

Phone: +1 (662) 563-9786 

Hours of Operation: Monday-Friday, 8:00 AM - 6:00 PM Central Time 

Postal Mail: 

HSO Petroleum Service 

Attn: Customer Commitment 

204 Hays St 

Batesville, Mississippi 38606 

United States