Goodwill Policy

Ace Grading values its customers and strives to maintain high service standards; however, on occasion, unforeseen issues may arise. In such instances, Ace Grading may, at its discretion, issue a goodwill offer as a gesture of appreciation and resolution. 

1.0 Nature of Goodwill Offers

1.1 Ace Grading may offer goodwill to customers as a resolution for various issues or complaints. Any goodwill issued will be in the form of Ace Credit applied to the customer’s account. Goodwill offers are not compensation. 

Compensation is only applicable in the event of the Fair Market Value Policy being initiated. 

2.0 Discretionary Nature Goodwill 

2.1 Goodwill offers are provided solely at the discretion of Ace Grading. Customers may not request or demand a goodwill offer. 

2.2 Customers may not counter or negotiate any goodwill gesture made. The decision to issue a goodwill offer, and the value thereof, will be determined entirely by Ace Grading. 

3.0 Purpose and Circumstances 

3.1 A goodwill offer is a gesture intended to acknowledge and resolve minor inconveniences, such as but not limited to: 

• Delays in processing or dispatch 
• Administrative or clerical errors affecting a submission 
• Other small service disruptions that do not warrant compensation 

4.0 Value and Conditions 

4.1 There is no fixed or standard value for any goodwill offer. The value of the card or service level involved in the submission will not influence the goodwill amount. 

4.2 Goodwill offers will be issued only as Ace Credit and will not be paid as a BACs transfer or any other direct payment method. 

5.0 Final Decision and Escalation 

5.1 All goodwill decisions are final. Customers may not request escalation or review of goodwill decisions. No demand for alternative or monetary settlement will be accepted. 

5.2 Goodwill gestures from Ace Grading are a voluntary expression of commitment to customer satisfaction, not an obligation or right. They exist to maintain positive relationships and uphold the integrity and professionalism of Ace Grading’s services.

**6.0 Ace Grading Select Partners and Affiliates **

6.1 Select Partners should reach out to their direct contact or Account Manager in any instance where they feel goodwill may be considered. Any goodwill issued by their direct contact or Account Manager will follow this policy and be issued discretionarily.

6.2 Affiliates may contact Customer Support in any instance where they feel goodwill may be considered. Any goodwill issued will follow this policy and be issued discretionarily.

6.3 There will be no preferential treatment given to Select Partners or Affiliates by Ace Grading, including, but not limited to, increased goodwill, goodwill demands, goodwill issued outside of usual circumstances or thresholds, submission prioritisation outside of usual circumstances or thresholds.

Updated on: 05/05/2026