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(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 /> (I) Billing and complaint procedures, including the address and <br /> 38 <br /> 232860v1 <br />