COMPLAINTS PROCEDURE
Party Definitions and Introductory Terms. The operative parties referred to in this Agreement are as follows:
- a. Us, the Publisher - SMY-Web, Inc. and Millennium TGA, Inc. is the publisher of the websites listed here: www.grooby.com/about/websites/ Hereinafter, when first-person pronouns are used in this Policy, (Us, We, Our, Ours, etc.) they are referring to this entity and publisher of the applicable website. This entity is also be referred to as "Publisher" from this point forward. Additionally, when the terms "the Site", "Site" or "Our Sites" are used, these terms refer to the aforementioned website(s). The term "Services" refers to the services We offer to You through the Site.
- b. You, the User - As the User of this Site, this Agreement will refer to the user as "You" or through any second-person pronouns, such as "Yours," etc. Hereinafter, the User of the Site shall be referred to in applicable second-person pronouns.
- c. Members - A user of the Site that has registered for a membership is referred to as a "Member".
Introduction: This document set out our complaints policy. If you are a User of our Sites, this Complaints Policy forms part of your agreement with us.
Who we are and how to contact us: our Sites operated by SMY-Web, Inc. and Millennium TGA, Inc. We may be contacted via our Support Website at www.groobysupport.com our directly via email at customerservice@grooby.com
Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in USA.
Who can use this Complaints Policy? Whether or not you are a User of the Site, you can use this Complaints Policy to alert us to any complaint which you have relating to the Sites.
How to make a complaint: If you have a complaint about the Sites (including any complaint about Content appearing on the Site or the conduct of a User), please send your complaint to customerservice@grooby.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.
How we will deal with complaints of illegal or non-consensual Content: Following receipt of your complaint of illegal or non-consensual Content under section 5 above:
- we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
- if we require further information or documents from you, we will contact you to let you know;
- we will in good faith investigate your complaint within seven (7) business days;
- if we are satisfied that the Content is unlawful or non-consensual, we will immediately remove such Content, and we will notify you of our decision by email or other electronic message;
- if we are satisfied that the Content is not unlawful or non-consensual, we will notify you of our decision by email or other electronic message.
Any dispute regarding our determination that Content is non-consensual will be submitted by us to a neutral arbitration association at our expense.
How we will deal with complaints related to copyright infringement: Complaints related to copyright infringement must be submitted in accordance with our DMCA Policy, and we will respond to copyright infringement complaints as set out in such policy.
How we will deal with other complaints: Following receipt of other complaints (including
complaints related to other breaches of our Acceptable Use Policy) under section 5
above:
- we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
- if we require further information or documents from you, we will contact you to let you know;
- we will in good faith take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about Content which appears on a Site and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
- we are not obligated to inform you of the outcome of your complaint.
Unjustified or abusive complaints: If you are a User of the Site, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.
