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<br /> <br />232860v1 <br /> <br />38 <br />(d) Grantee may not cancel an appointment with a customer after the close <br />of business on the business day prior to the scheduled appointment. <br />(e) If Grantee's representative is running late for an appointment with a <br />customer and will not be able to keep the appointment as scheduled, the customer will <br />be contacted. The appointment will be rescheduled, as necessary, at a time which is <br />convenient for the customer. <br />(3) Communications between Grantee and Subscribers. <br />(a) Refunds. Refund checks will be issued promptly, but no later than either: <br />(i) The customer's next billing cycle following resolution of <br />the request or thirty (30) days, whichever is earlier, or <br />(ii) The return of the equipment supplied by Grantee if Cable <br />Service is terminated. <br />(b) Credits. Credits for Cable Service will be issued no later than the <br />customer's next billing cycle following the determination that a credit is <br />warranted. <br />(4) Billing. <br />(a) Consistent with 47 C.F.R. § 76.1619, bills will be clear, concise, and <br />understandable. Bills must be fully itemized, with itemizations including, but not <br />limited to, Basic Cable Service and premium Cable Service charges and equipment <br />charges. Bills will also clearly delineate all activity during the billing period, including <br />optional charges, rebates and credits. <br />(b) In case of a billing dispute, Grantee must respond to a written <br />complaint from a Subscriber within thirty (30) days. <br />(5) Subscriber Information. Grantee will provide written information on each of <br />the following areas at the time of Installation of Service, at least annually to all Subscribers, <br />and at any time upon request: <br />(a) Products and Services offered; <br />(b) Prices and options for programming services and conditions <br />of subscription to programming and other services; <br />(c) Installation and Service maintenance policies; <br />(d) Instructions on how to use the Cable Service; <br />(e) Channel positions of programming carried on the System; and <br />(f) Billing and complaint procedures, including the address and <br />103