Complaints and Appeals Policy

Effective Date: April 3, 2025

This Complaints and Appeals Policy governs how LockboxRack Inc. (“we,” “us,” “our”) receives, investigates, and resolves concerns or disputes raised by users of our Services, including realtors, property managers, and affiliated organizations (“you”). This policy complements our Terms of Service, Refund Policy for Realtors, Returns and Warranty Policy, and Privacy Policy.

  1. Scope of Complaints

This policy applies to complaints involving:
– Billing discrepancies (refer to Refund Policy)
– Malfunctioning rack equipment (refer to Returns and Warranty Policy)
– Account suspensions or unauthorized access
– Data privacy concerns (refer to Privacy Policy)
– General dissatisfaction with service or support

  1. Submitting a Complaint

To submit a complaint:
– Email support@lockboxrack.com with:
  a. Full name and associated email address
  b. Subject and nature of the complaint
  c. Relevant date(s) and screenshots or documentation, if applicable

Complaints should be submitted within thirty (30) days of the incident.

  1. Response Timeline

– You will receive an acknowledgment within 3 business days.
– A formal written response or resolution will be provided within 15 business days.
– Complex cases may take longer, in which case a revised timeline will be communicated.

  1. Appeals Process

If you are unsatisfied with the outcome of a complaint, you may escalate the issue to a senior internal review. To appeal:
– Submit your case to support@lockboxrack.com within 10 business days of receiving a decision
– Clearly state why the initial resolution is inadequate

  1. Confidentiality and Fair Review

We commit to handling all complaints confidentially and without retaliation. Complaints are logged internally and used to improve our platform and service delivery.

  1. Non-Disruption Clause

While a complaint is under review, your access to Services will generally remain unaffected unless there are safety, legal, or security concerns.

Related Policies:

Refund Policy for Realtors

Returns and Warranty Policy for Property Managers

Privacy Policy

Terms of Service

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