01. Quality and Reliability of Products and Services
Depending on the role assumed in each transaction, we are dedicated to the direct supply, intermediation or commercial coordination of petroleum products, natural gas and associated logistics services, as well as the provision of a secure and efficient trading platform. Where HSO acts as principal, it will endeavor to ensure that its own products substantially comply with agreed specifications and applicable industry standards, such as API or ASTM. Where HSO acts as intermediary, HSO does not guarantee third-party performance, without prejudice to its KYC, screening and due diligence processes. Digital services are provided subject to maintenance, technical availability and the applicable terms, without any guarantee of uninterrupted availability or perfect performance.
02. Personalized Attention and High-Level Support
We make available to our customers attention and technical support channels staffed by highly qualified personnel with experience in the sector. Our team is committed to:
- Endeavoring to respond to requests within a target timeframe of twenty-four (24) business hours.
- Endeavoring to provide a solution, action plan or initial diagnosis within a target timeframe of seventy-two (72) business hours from first contact, where the complexity of the matter permits.
- Providing reasonable follow-up for each incident until operational closure or until HSO communicates its final position to the customer.
03. Full Contractual Transparency
We provide clear, complete and exhaustive documentation on the characteristics, limitations, costs and deadlines of each product or service before contracting. There are no hidden clauses, surprise charges or ambiguous conditions. All our terms, conditions and legal policies are written in understandable language and are accessible from any page of our Site, ensuring that the customer can make informed decisions.
04. Continuous Improvement Based on Customer Feedback
We greatly value the opinion of those who trust us. Satisfaction surveys, direct comments and requests for new functionalities or products directly feed our continuous improvement roadmap. Each suggestion is analyzed by our product and operations teams to evolve our services according to the real needs of the energy sector and commodity trading.
05. Data Protection and Security
We apply reasonable technical and organizational measures to protect our customers’ personal and commercial information. Our security practices are aligned with recognized information security management principles, including frameworks such as ISO/IEC 27001, unless HSO expressly states that it holds a current certification. Our practices include:
- Encryption of data in transit (TLS) and at rest.
- Network segmentation and role-based access controls.
- Periodic security audits and penetration testing.
- Security breach notification protocols in accordance with FIPA and Mississippi law.
06. Secure Payment Processing
For lower-value electronic payments, subscriptions or digital services, HSO may use PCI-DSS compliant payment processors. HSO does not store full credit or debit card data on its servers. Larger commercial transactions, including hydrocarbon cargoes or significant B2B transactions, will be settled by wire transfer, letter of credit or other contractually agreed mechanisms.
07. Comprehensive Regulatory Compliance
All our commercial, operational and data management processes strictly adhere to the laws and regulations described in the General Terms and Conditions, with special attention to Oil & Gas sector regulations, international trade laws (Incoterms, IMO regulations), OFAC sanctions and FinCEN anti-money laundering (AML) provisions.
08. Extended Contact Channels
We want to be always accessible to you. Therefore, we make available to you multiple direct communication channels:
General inquiries and support: contact@hsotrading.com
Legal and privacy matters: legal@huronsmithoil.com
Security and phishing reports: support@huronsmithoil.com
Phone: +1 (866) 954-5938 (Monday to Friday, 9:00 AM – 6:00 PM, Eastern Time)
Customer satisfaction is not just a goal for us; it is the measure of our success and the reason we work every day to be the trusted partner of the energy industry.
Single postal address: 204 Hays St, Batesville, Mississippi, 38606, USA