Client Ethics Code

1. General provisions

1.1. This Code has been developed to promote a respectful, safe, and friendly atmosphere in the service of clients at the boutiques/departments of Viled Fashion (Вилед Фешн) LLP (hereinafter – the Company), as well as on the Company’s online platforms.

1.2. The Company values every customer and strives to ensure a high level of service, professionalism, and comfort. 

1.3. The Company believes that a true culture of service is possible only through mutual respect between customers (clients) and employees (staff). 

2. Principles of interaction

2.1. Communication between the customer and the boutique/department employee shall be based on the principles of politeness, tact, and respect.

2.2. The Company’s employees must address clients formally (“Вы” in Russian), comply with service standards, and demonstrate attentiveness.

2.3. Clients, in turn, are expected to show respect toward employees, their work, and their workplace by refraining from: 

2.3.1. Using rude or obscene language; 

2.3.2. Addressing employees in a disrespectful or demeaning informal manner (“ты” in Russian);

2.3.3. Actions that degrade human dignity (including throwing money, receipts, or documents at the cashier or toward an employee); 

2.3.4. Demonstrative disregard, sarcasm, or any other manifestations of disrespect. 

3. Unacceptable forms of behavior 

3.1. The following actions are strictly prohibited in the boutique/department and during remote service: 

3.1.1. Insults, threats, or degrading remarks toward employees or other clients; 

3.1.2. Aggressive behavior, raising one’s voice, or provoking conflicts; 

3.1.3. Throwing or “tossing” cash, receipts, bank cards, or documents toward the cashier or onto the counter – such behavior is considered disrespectful and demeaning to human dignity. 

3.2. Please be reminded that the cash register area, sales floor, and call center are the employees’ workplaces, where people earn their livelihood by creating comfort and a high level of service for clients. 

Showing respect toward employees is a sign of culture and good manners, as well as an element of civilized relations. 

3.3. In case of repeated or gross violations, Company employees have the right to suspend service and ask the client to leave the boutique/department. 

If necessary, the incident may be documented and reported to security or the competent authorities. 

4. Company’s Obligations

4.1. The Company guarantees its clients polite, professional, and proper service.

4.2. All employees undergo regular training in customer service standards and ethics.

4.3. The Company undertakes to review client inquiries objectively and confidentially, ensuring a fair resolution of any possible misunderstandings. 

5. Responsibility and protection of Employees

5.1. The Company reserves the right to refuse service to individuals who display offensive, demeaning, or aggressive behavior. 

5.2. Video surveillance and, where necessary, audio recording systems are installed in the Company’s boutiques/departments and common areas. Recording is conducted exclusively for the purposes of ensuring safety, preventing offenses, monitoring service quality, and protecting the lawful rights and interests of the Company, its employees, and clients. 

The Company may collect and process visitors’ personal data (including image, voice, and contact information provided during purchase or inquiry) only to the extent necessary for: fulfilling sales and service agreements; accounting and product returns; processing client requests; improving service quality; and resolving disputes. 

The processing of personal data is carried out in accordance with the Law of the Republic of Kazakhstan “On Personal Data and Their Protection” ensuring confidentiality and restricted access. 

A visitor’s presence on the premises of the boutique/department, as well as the provision of their personal data (when making a purchase, exchange, online order, etc.), signifies their acknowledgment and consent to the above terms of video surveillance and personal data processing. 

Video recordings and other personal data shall not be transferred to third parties or to the clients themselves, except as expressly provided by the legislation of the Republic of Kazakhstan. 

5.3. All client requests, complaints, and feedback are accepted in a constructive manner and are reviewed in accordance with the established procedure. 

6. Final Provisions

6.1. By visiting the Company’s boutiques/departments and websites and/or making a purchase in a boutique/department or on the website, the client confirms that they have read and agreed to the terms of this Code.

6.2. The Code is published on the Company’s official website and constitutes a public document defining the rules of conduct and ethical interaction between clients and employees. From the moment of publication on the website, the Code shall be deemed effective and mandatory for compliance by all visitors of the Company’s boutiques/departments and users of its online resources. If necessary, the text of the Code may also be posted in the online store, mobile services, and sales areas.