Complaints and Appeals Policy

Effective Date: October 1, 2024

At LockboxRack Inc., we aim to deliver a smooth, efficient, and user-friendly experience for realtors and property managers. However, we understand that issues may arise, and this policy outlines how complaints can be raised and how appeals are handled.

1. Lodging a Complaint

If you have an issue related to payment processing, lockbox rack availability, or general platform use, you may file a complaint by contacting our customer support team:

• • Email: support@lockboxrack.com

Please provide the following details:

• • A description of the issue.
  • Your account information.
  • Any supporting documents (screenshots, receipts, etc.).

You will receive a confirmation of your complaint within 2 business days, and we will aim to resolve the issue within 7 business days.

2. Appeals Process

If you disagree with the resolution of your complaint, you may appeal the decision. Submit an appeal within 7 business days of receiving the resolution by emailing support@lockboxrack.com with the following:

• • A summary of your original complaint.
  • The resolution you received.
  • Your reasons for requesting an appeal.

A senior team member not involved in the initial investigation will review the appeal and provide a final decision within 7 business days.

3. Handling Payment Disputes

If your complaint relates to payment errors or refund disputes, we will investigate the issue in coordination with our Refund Policy. Should a refund be deemed necessary, it will be processed following the investigation.

4. Data Privacy Concerns

If your complaint or appeal is related to privacy or data protection, it will be handled in line with our Privacy Policy.

5. Confidentiality

All complaints and appeals will be treated with strict confidentiality. Information will only be shared with relevant parties needed to resolve the issue.

6. Escalation

If your issue is not resolved to your satisfaction, you may escalate the matter by seeking external legal advice or contacting an external dispute resolution service. However, we encourage users to use our internal resolution process first.