Support, Complaints, and Legal Notices Policy

1. Scope

1.1 This Support, Complaints, and Legal Notices Policy (the "Policy") describes how Users contact [LEGAL ENTITY NAME — confirm exact legal name, entity type, jurisdiction] ("Escrow Bunny," "we," "us") for support, how complaints are handled, how legal and formal notices are given and received, and how third-party provider issues and security limitations are treated.

1.2 This Policy is incorporated by reference into the Terms of Service and the Standard Escrow Agreement and is read together with the Electronic Records and Signatures Consent (electronic notice), the Dispute Resolution Policy (operational Escrow disputes), and the Privacy Policy (privacy requests).

1.3 In the event of conflict, the [order of precedence in the Terms of Service Section 1.3 / Standard Escrow Agreement Section 1.4 controls — PLACEHOLDER pending counsel confirmation].

1.4 This Policy concerns how to contact us and how notices operate; it does not vary substantive rights or obligations in the other documents.

1.5 Capitalized terms not defined here have the meaning given in the Terms of Service and the Standard Escrow Agreement.

2. Definitions

• "Support request" — a request for operational assistance with the Service.
• "Complaint" — an expression of dissatisfaction about the Service for which a response or resolution is sought.
• "Legal notice" — a formal communication required or permitted to be given under the Terms of Service, the Policies, or applicable law (e.g., breach notices, termination notices, legal demands).
• "Service of process" — formal delivery of legal proceedings or legal documents.
• "Electronic notice" — a notice given by electronic means under the Electronic Records and Signatures Consent.
• "Operational Escrow dispute" — a disagreement about an Escrow handled under the Dispute Resolution Policy (distinct from a Complaint).
• Other capitalized terms have the meaning given in the Terms of Service and the Standard Escrow Agreement.

3. Support

3.1 How to get support. Submit Support requests via [SUPPORT CHANNEL(S) — PLACEHOLDER, e.g., support email and/or in-Platform support].

3.2 Hours and response targets. Support is available [hours/timezone — PLACEHOLDER]. We aim to acknowledge Support requests within [target — PLACEHOLDER] and to respond substantively within [target — PLACEHOLDER]. Targets are service goals, not contractual guarantees, unless expressly stated otherwise. [Confirm whether any binding SLA applies; counsel decision.]

3.3 What support does not cover. Support does not provide legal, tax, or financial advice, does not adjudicate operational Escrow disputes (use the Dispute Resolution Policy), and does not handle privacy-rights requests (use the Privacy Policy channel). For escalation of these, see the relevant document.

3.4 Information you provide. To assist you, we may request account or transaction details. Provide accurate information; do not share full credentials or unnecessary sensitive data. Support interactions may be recorded/logged consistent with the Privacy Policy and retained per the Data Retention and Deletion Policy.

4. Complaints

4.1 How to complain. Submit a Complaint via [COMPLAINTS CHANNEL — PLACEHOLDER, e.g., a dedicated complaints email or form], including your identity, the relevant account/Escrow, a description of the issue, and the outcome you seek.

4.2 Process and timelines. [PLACEHOLDER — set the complaint-handling process and timelines: acknowledgement period, investigation, substantive response/final-response period, and escalation tier. Counsel to confirm any mandatory consumer-complaint handling timelines and content requirements per jurisdiction.]

4.3 Escalation. If you are dissatisfied with the response, you may escalate to [ESCALATION CONTACT/TIER — PLACEHOLDER].

4.4 External avenues. Depending on your jurisdiction and status (e.g., consumer), you may have the right to refer a Complaint to an external body or alternative dispute resolution scheme. [CRITICAL PLACEHOLDER — counsel to determine whether any mandatory consumer-complaint, ombudsman, or ADR/ODR referral applies in each jurisdiction, and to insert the required disclosures and contact details. Do not assert availability until confirmed.]

4.5 Relationship to other processes. A Complaint about service quality is distinct from: (a) an operational Escrow dispute (Dispute Resolution Policy); (b) a privacy-rights request (Privacy Policy); and (c) a legal claim under the Terms of Service dispute-resolution provisions (Terms of Service Section 17 / Standard Escrow Agreement Section 16). Using the Complaint process does not, by itself, extend or shorten any limitation period or replace those processes unless required by law. [Counsel to confirm interaction and any tolling effect.]

5. Legal and Formal Notices

5.1 Notices from Escrow Bunny to You

5.1.1 We may give you legal and formal notices by electronic means under the Electronic Records and Signatures Consent, including by posting within the Service and/or sending to your registered email (delivered via Brevo). You are responsible for keeping your contact details current.

5.1.2 Deemed receipt. A notice is deemed received [PLACEHOLDER — e.g., when posted within the Service or sent to your registered email; specify timing and any business-day/timezone conventions; counsel to confirm and reconcile with Electronic Records and Signatures Consent Section 4.3].

5.2 Notices from You to Escrow Bunny

5.2.1 Unless a specific channel is required elsewhere (e.g., disputes, privacy, complaints), legal notices to Escrow Bunny must be sent to [LEGAL NOTICE EMAIL — PLACEHOLDER] and, where required, in writing to [LEGAL NOTICE POSTAL ADDRESS — PLACEHOLDER].

5.2.2 Notice to Escrow Bunny is effective only on actual receipt at the designated channel. [Counsel to confirm effectiveness rule and any required form/content.]

5.3 Service of Process

5.3.1 Formal service of legal proceedings must be made to [DESIGNATED ENTITY/AGENT FOR SERVICE OF PROCESS, NAME AND ADDRESS — PLACEHOLDER]. [Counsel to confirm the correct legal entity, registered agent (if any), and accepted methods of service per jurisdiction; electronic service is generally not accepted unless expressly permitted by law or agreement.]

5.3.2 Designating an electronic channel for ordinary notices does not constitute consent to electronic service of process unless required or permitted by law. [Counsel to confirm.]

5.4 Required Regulatory/Public Contact Points

5.4.1 [PLACEHOLDER — counsel to confirm any legally required public contact points or disclosures (e.g., a designated agent for certain notices, regulator-facing contacts, or jurisdiction-specific imprint/identification requirements) and insert them.]

6. Third-Party Provider Issues and Service Limitations

6.1 The Service depends on third-party providers, including DigitalOcean Managed PostgreSQL, DigitalOcean managed Valkey/Redis, DigitalOcean Spaces, Brevo, Sentry, Verified by Toni, and any future payment processor. Disruptions, errors, or limitations originating with a provider may affect the Service.

6.2 If a provider issue affects you (e.g., notice delivery, verification, file access), contact Support per Section 3. We will use reasonable efforts to assist, but Escrow Bunny is not responsible for the acts or omissions of third-party providers except as required by law, and the warranty disclaimer, limitation of liability, and force-majeure provisions in the Terms of Service and Standard Escrow Agreement apply.

6.3 Notice-delivery dependency. Because legal/electronic notices may be delivered by email via Brevo, you must ensure messages are not blocked or filtered and that your contact details are current. Non-receipt resulting from outdated details or your own filtering is your responsibility, subject to applicable law. [Counsel to confirm allocation and any consumer-law limits.]

7. Security Issues and Reporting

7.1 Reporting a security concern. Report suspected security vulnerabilities, account compromise, or fraud to [SECURITY CONTACT — PLACEHOLDER] promptly.

7.2 Security limitations. No system is perfectly secure, and security also depends on third-party providers and on your safeguarding of credentials. Escrow Bunny implements measures described in the Privacy Policy and [security documentation — to be reconciled with the actual security specification, not available for this draft], but does not guarantee absolute security.

7.3 Breach communications. Where a personal-data breach requires notification, we will communicate as described in the Privacy Policy and as required by law. [Counsel to confirm thresholds, timing, and content; align with Privacy Policy Section 13.3.]

7.4 We may acknowledge and act on good-faith security reports; [confirm whether a coordinated-disclosure/responsible-reporting statement or safe harbor is offered — counsel decision].

8. Accessibility and Language

8.1 [PLACEHOLDER — confirm any accessibility commitments/standards and the language(s) in which support, complaints, and notices are provided; some jurisdictions require notices/disclosures in specific languages or formats. Counsel decision.]

9. Records of Communications

9.1 Support, Complaint, notice, and security-report communications are logged and retained per the Data Retention and Deletion Policy and applicable law, and relevant events are recorded in immutable, hash-chained Audit Logs.

10. Changes to This Policy

10.1 Escrow Bunny may update this Policy, including contact channels and processes. Material changes are notified by [notice method — PLACEHOLDER] with a stated effective date; the version and effective date are recorded, and acceptance is captured by document type and exact version where required. Contact-point changes may take effect on posting.

11. User Acknowledgements

By using the Service, each User acknowledges and agrees that:

• Support is a service function and does not provide legal/tax/financial advice or adjudicate operational Escrow disputes or privacy requests.
• Complaints, operational Escrow disputes, privacy-rights requests, and legal claims are handled through their respective channels and processes.
• Legal and electronic notices may be delivered electronically (including by email via Brevo), and the User must keep contact details current and accessible.
• Service of process is governed by Section 5.3 and is not accepted electronically unless law or agreement permits.
• The Service depends on third-party providers and is subject to the security limitations and the warranty/liability/force-majeure provisions in the Terms of Service and Standard Escrow Agreement.
• Communications are logged and retained per the Data Retention and Deletion Policy and recorded in immutable Audit Logs.

Acceptance capture: Acceptance of this Policy is recorded by document type and exact version, with associated User, timestamp, IP address, and user agent.

12. Contact / Legal Notice

• Operating entity: [LEGAL ENTITY NAME — PLACEHOLDER]
• Registered address: [ADDRESS — PLACEHOLDER]
• Support: [SUPPORT CHANNEL/EMAIL — PLACEHOLDER]
• Complaints: [COMPLAINTS CHANNEL/EMAIL — PLACEHOLDER]
• Disputes (operational Escrow): [DISPUTES CHANNEL — PLACEHOLDER; see Dispute Resolution Policy]
• Privacy / data protection: [DPO OR PRIVACY CONTACT — PLACEHOLDER; see Privacy Policy]
• Security reports: [SECURITY CONTACT — PLACEHOLDER]
• Legal notices: [LEGAL NOTICE EMAIL — PLACEHOLDER]
• Service of process: [DESIGNATED ENTITY/AGENT AND ADDRESS — PLACEHOLDER]

13. Change History