Policy for Grievances and Complaints Concerning Subscription Service for Educational Digital Assets

Effective Date: December 1, 2024
Policy Owner: TrueBearing, LLC

1. Purpose and Scope

This policy outlines the procedures and guidelines for handling grievances and complaints related to the subscription service providing educational materials as digital assets. It also defines the responsibilities and protections for the authors and distributors of these assets regarding issues beyond their control.

2. Grievance and Complaint Submission Process

  1. Eligibility to File a Complaint
    Subscribers who encounter issues with the digital assets provided under the subscription service may file a complaint.
  2. How to File a Complaint
    • Method: Complaints must be submitted via email to info@truebearingacademy.com or through our designated online form.
    • Details Required: Include the following:
      • Subscriber name and account information.
      • Description of the issue, including relevant dates.
      • Evidence of the issue (e.g., screenshots, error messages, etc.).
      • Details of any attempted resolution steps.
  3. Acknowledgment of Complaint
    Complaints will be acknowledged within two (2) business days. The acknowledgment will include a case number for reference.
  4. Resolution Timeline
    The service aims to resolve complaints within ten (10) business days. Complex issues may require more time, in which case the subscriber will be notified with an updated timeline.

3. Exclusions and Limitations of Liability

  1. Accessibility Due to Third-Party Failures
    The authors and distributors are not liable for inaccessible digital assets resulting from:
    • Subscriber’s device malfunctions.
    • Website or server downtime due to technical failures beyond reasonable control.
    • Internet connectivity issues on the subscriber’s end.
  2. Incomplete Assets or Downloads
    If a digital asset is incomplete due to technical issues during download or transmission:
    • The subscriber should contact support within seven (7) days of identifying the issue.
    • The service will provide the subscriber with an alternate means of accessing the asset, if available.
  3. Third-Party Software Requirements
    Many digital assets may require specific third-party software or hardware to access, such as:
    • PDF readers (e.g., Adobe PDF Reader).
    • Video players (e.g., Windows Media Player, iOS-compatible players).
    • E-readers or other software tools.
  4. The subscriber is responsible for ensuring access to the necessary software or hardware. Authors and distributors cannot guarantee compatibility or provide technical support for these tools.
  5. Device and Screen Size Limitations
    The service endeavors to provide digital assets optimized for a wide range of devices. However:
    • Subscribers using small-screen devices (e.g., Android and Apple smartphones) may encounter formatting or usability challenges.
    • The authors and distributors are not liable for issues stemming from device limitations or non-standard configurations.

4. Protection of Authors and Intellectual Property

  1. Intellectual Property Rights
    All digital assets are protected under copyright laws. Any unauthorized reproduction, distribution, or modification is strictly prohibited.
  2. Limitations of Liability
    Authors and distributors are not responsible for:
    • Misinterpretation or misuse of the educational content.
    • Technical issues unrelated to the content itself.

5. Dispute Escalation

  1. If a subscriber is dissatisfied with the resolution, they may escalate the issue by emailing [Insert Escalation Contact] within five (5) business days of receiving the resolution.
  2. Escalated disputes will be reviewed by a senior team member, and a final determination will be communicated within ten (10) business days.

6. Policy Updates

This policy may be updated from time to time to reflect changes in the service or applicable laws. Subscribers will be notified of significant updates.

7. Contact Information

For grievances, complaints, or further information, contact us at:

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