iReserve Terms Of Service
Last modified: April 5, 2018
Acceptance of Terms and Conditions
This Application, iOS, and/or Android Application provides an interactive online service operated by Technology Empire Systems, Inc. DBA iReserve ("iReserve") on the World Wide Web of the Internet, through iOS, Android, and/or any other application (the "Web" or "Application"), consisting of information services, content and transaction capabilities facilitated through iReserve, affiliates of iReserve or Business Entities, Individuals, or anyone ("Merchants") offering Bookings ("Bookings") which is but not limited to an Appointment/Service/Reservation/Cancellation/Reschedule/Product Sale or any other type of agreement, transaction, and/or policy.
This Agreement sets forth the terms and conditions that apply to the use of this Application by the End User. By using this Application (other than to read this Agreement for the first time), End User agrees to comply with all of the terms and conditions hereof. The right to use this Application is personal to the End User and is not transferable to any other person or entity. End User shall be responsible for protecting the confidentiality of End User's password(s), if any. End User acknowledges that, although the Internet is often a secure environment, sometimes there are interruptions in service or events that are beyond the control of iReserve, and iReserve shall not be responsible for any data lost while transmitting information on the Internet. While it is iReserve's objective is to make the Application accessible 24 hours per day, 7 days per week, the Application may be unavailable from time to time for any reason including, without limitation, routine maintenance. You understand and acknowledge that due to circumstances both within and outside of the control of iReserve, access to the Application may be interrupted, suspended or terminated from time to time.
iReserve shall have the right at any time to change or discontinue any aspect or feature of the Application, including, but not limited to, content, hours of availability and equipment needed for access or use. Further, iReserve may discontinue disseminating any portion of information or category of information, may change or eliminate any transmission method and may change transmission speeds or other signal characteristics.
You represent that you are of legal age to form a binding contract. You must be at least 18 years old to be eligible to use the Application. However, if you are at least 13 years old but not yet 18, you may use the Application in conjunction with your parent or guardian who agrees to this Agreement. No one under age 13 may use the Application.
2. Modified Terms
End User shall be responsible for obtaining and maintaining all telephone, computer hardware and other equipment needed for access to and use of this Application and all charges related thereto. iReserve shall not be liable for any damages to the End Userâ€™s equipment resulting from the use of this Application.
4. End User Conduct
The foregoing provisions of this Section 4 apply equally to and are for the benefit of iReserve, its subsidiaries, affiliates, Merchants and its third-party content providers and licensors, and each shall have the right to assert and enforce such provisions directly or on its own behalf.
5. Copyright and Trademarks
Everything located on or in this Application, is the exclusive property of "iReserve" or used with express permission of the copyright and/or trademark owner. Any copying, distributing, transmitting, posting, linking, deep linking, or otherwise modifying of this site or any of the microsites without the express written permission of iReserve is strictly prohibited. Any violation of this policy may result in a copyright, trademark or other intellectual property right infringement that may subject End User to civil and/or criminal penalties.
This Application and any Microsites contain copyrighted material, trademarks and other proprietary information, including, but not limited to, text, software, photos, video, graphics, music and sound, and the entire contents of the Application are protected by copyright as a collective work under the Canadian and U.S. copyright laws. iReserve owns a copyright in the selection, coordination, arrangement and enhancement of such content, as well as in the content original to it. End User may not modify, publish, transmit, participate in the transfer or sale, create derivative works, or in any way exploit any of the content, in whole or in part. End User may download, print, and/or save copyrighted material for End User's personal use only. Except as otherwise expressly stated under copyright law, no copying, redistribution, retransmission, publication or commercial exploitation of downloaded material without the express permission of iReserve or the copyright owner is permitted. If copying, redistribution or publication of copyrighted material is permitted, no changes in or deletion of author attribution, trademark legend or copyright notice shall be made. End User acknowledges that he/she/it does not acquire any ownership rights by downloading copyrighted material. Trademarks that are located within or on the Application or a Microsite otherwise owned or operated in conjunction with iReserve shall not be deemed to be in the public domain but rather the exclusive property of iReserve, unless such site is under license from the Trademark owner thereof, in which case such license is for the exclusive benefit and use of iReserve unless otherwise stated.
End User shall not upload, post or otherwise make available on this Application any material protected by copyright, trademark or other proprietary right without the express permission of the owner of the copyright, trademark or other proprietary right. iReserve does not have any express burden or responsibility to provide End User with indications, markings or anything else that may aid End User in determining whether the material in question is copyrighted or trademarked. End User shall be solely liable for any damage resulting from any infringement of copyrights, trademarks, proprietary rights or any other harm resulting from such a submission. By submitting material to any public area of this Application or any Microsite, End User warrants that the owner of such material has expressly granted iReserve the royalty-free, perpetual, irrevocable, non-exclusive right and license to use, reproduce, modify, adapt, publish, translate and distribute such material (in whole or in part) worldwide and/or to incorporate it in other works in any form, media or technology now known or hereafter developed for the full term of any copyright that may exist in such material. End User also permits any other end user to access, view, store or reproduce the material for that End User's personal use. End User hereby grants iReserve the right to edit, copy, publish and distribute any material made available on this Application or any Microsite by End User.
The foregoing provisions of Section 5 apply equally to and are for the benefit of iReserve, its subsidiaries, affiliates, Merchants and its third party content providers and licensors and each shall have the right to assert and enforce such provisions.
6. Copyright Policy
iReserve reserves the right to terminate its agreement with any End User who repeatedly infringes third-party copyright rights upon prompt notification to iReserve by the copyright owner or the copyright owner's legal agent. Without limiting the foregoing, if you believe that a copyrighted work has been copied and posted via the Application or any Microsite in a way that constitutes copyright infringement, you shall provide iReserve with the following information: (a) an electronic or physical signature of the person authorized to act on behalf of the owner of the copyrighted work; (b) an identification and location on the Application or any Microsite of the copyrighted work that you claim has been infringed; (c) a written statement by you that you have a good faith belief that the disputed use is not authorized by the owner, its agent, or the law; (d) your name and contact information, such as telephone number or e-mail address; and (e) a statement by you that the above information in your notice is accurate and, under penalty of perjury, that you are the copyright owner or authorized to act on the copyright owner's behalf. Contact information for iReserve's Copyright Agent for notice of claims of copyright infringement is as follows:
Technology Empire Systems, Inc. - DBA iReserve
Attn.: Copyright Agent
422 Richards St
Vancouver, B.C. V6B 2Z4
7. Disclaimer of Warranty
End user expressly agrees that use of this site and the microsites is at end user's sole risk. Neither iReserve, its affiliates, nor any of their respective employees, agents, merchants, third-party content providers or licensors, or any of their officers, directors, employees or agents, warrant that use of the site or any microsite will be uninterrupted or error free; nor do they make any warranty as to (i) the results that may be obtained from use of this site, or any microsite, or (ii) the accuracy, reliability or content of any information, service or Bookings provided through this site or the microsites.
This site and the microsites are made accessible on an "as is" and "as available". iReserve hereby disclaims any and all representations, warranties and conditions whether express or implied, including, but not limited to, those of title non-infringement, merchantability, and fitness for a particular purpose.
8. Limitation of Liability
In no event shall iReserve, be liable for any indirect, incidental, special, consequential or punitive damages arising out of or related to this agreement. In no event will iReserve's liability in connection with iReserve exceed the amounts paid for such iReserve, and total aggregate liability arising out of or related to this agreement shall not exceed the amounts paid by end user during the three months preceding the bringing of any claim.
iReserve shall have the right, but not the obligation, to monitor the content of the Application and any Microsites at all times, including any chat rooms and forums that may hereinafter be included as part of the Application, to determine compliance with this Agreement and any operating rules established by iReserve, as well as to satisfy any applicable law, regulation or authorized government request. Without limiting the foregoing, iReserve shall have the right, but not the obligation, to remove any material that iReserve, in its sole discretion, finds to be in violation of the provisions hereof or otherwise objectionable.
11. License Grant
By posting communications on or through this Application or any Microsite, End User shall be deemed to have granted to iReserve a royalty-free, perpetual, irrevocable, non-exclusive license to use, reproduce, modify, publish, edit, translate, distribute, perform, and display the communication alone or as part of other works in any form, media, or technology whether now known or hereafter developed without territorial or time limitations, and to sublicense such rights.
End User agrees to defend, indemnify and hold harmless iReserve, its affiliates and their respective directors, officers, employees and agents from and against all claims and expenses, including attorneys' fees, arising out of or related to any products or services purchased by End User in connection with the Application or any Microsites.
End User is solely responsible for interactions with Merchants and other users of the Application or Microsites. To the extent permitted under applicable laws, End User hereby releases iReserve from any and all claims or liability related to any product or service of a Merchant, any action or in-action by Merchant, including Merchant's failure to comply with applicable law and/or failure to abide by the terms of a Booking, and any conduct or speech, whether online or offline, of any other user.
In connection with the foregoing release, End User hereby waives California Civil Code Section 1542 (and any similar provision in any other jurisdiction) which states: "A general release does not extend to claims which the creditor does not know or suspect to exist in his favor at the time of executing the release, which, if known by him must have materially affected his settlement with the debtor."
iReserve may terminate this Agreement at any time. Without limiting the foregoing, iReserve shall have the right to immediately terminate or suspend any passwords or accounts of End User in the event of any conduct by End User or which iReserve, in its sole discretion, considers to be unacceptable, or in the event of any breach by End User of this Agreement. The provisions of Sections 2, 4, 5, 6, 7, 10, 11, and 12 will survive termination of this Agreement.
iReserve is a trademark of Technology Empire System, Inc. All rights in respect of this trademark are hereby expressly reserved. Unless otherwise indicated, all other trademarks appearing on iReserve are the property of their respective owners.
15. Third-Party Content
iReserve, similar to an Internet Service Provider, is a distributor (and not a publisher) of content supplied by third parties and End Users. Accordingly, iReserve has no more editorial control over such content than does a public library, bookstore or newsstand. Any opinions, advice, statements, services, offers, or other information or content expressed or made available by third parties, including information providers, or any other end users are those of the respective author(s) or distributor(s) and not of iReserve.
In many instances, the content available through this Application represents the opinions and judgments of the respective information provider, end user, or other user not under contract with iReserve. iReserve neither endorses nor is responsible for the accuracy or reliability of any opinion, advice, or statement made on iReserve by anyone other than authorized iReserve employee spokespersons while acting in official capacities. Under no circumstances will iReserve be liable for any loss or damage caused by an end userâ€™s reliance on information obtained through iReserve. It is the responsibility of End User to evaluate the accuracy, completeness, or usefulness of any information, opinion, advice, etc., or other content available through iReserve including but not limited to cancellation/rescheduling policy set by the merchant.
iReserve contains links to third-party websites maintained by other content providers. These links are provided solely as a convenience to you and not as an endorsement by iReserve of the contents on such third-party sites, and iReserve hereby expressly disclaims any representations regarding the content or accuracy of materials on such third-party websites. If End User decides to access linked third-party websites, End User does so at its own risk. Unless you have executed a written agreement with iReserve expressly permitting you to do so, you may not provide a hyperlink to the Application or any Microsite from any other website. iReserve reserves the right to revoke its consent to any link at any time in its sole discretion.
This Agreement, including the Terms of Sale set forth below (which are incorporated into this Agreement), and any operating rules for iReserve established by iReserve, constitute the entire agreement of the parties with respect to the subject matter hereof. No waiver by either party of any breach or default hereunder is a waiver of any preceding or subsequent breach or default. The section headings used herein are for convenience only and shall be of no legal force or effect. If any provision of this Agreement is held invalid by a court of competent jurisdiction, such invalidity shall not affect the enforceability of any other provisions contained in this Agreement, and the remaining portions of this Agreement shall continue in full force and effect. The failure of either party to exercise any of its rights under this Agreement shall not be deemed a waiver or forfeiture of such rights or any other rights provided hereunder.
By using this Application, End User agrees that: (1) any claim, dispute, or controversy End User may have against iReserve arising out of, relating to, or connected in any way with this Agreement, this Application, or any Microsite, or the purchase or sale of any Voucher(s), shall be resolved exclusively by final and binding arbitration administered by the choice of iReserve at that time applicable to British Columbia ("Rules and Procedures"); (4) there shall be no authority for any claims to be arbitrated on a class or representative basis; arbitration can decide only the End User's and/or iReserve's individual claims; and the arbitrator may not consolidate or join the claims of other persons or parties who may be similarly situated; (5) in the event that the End User is able to demonstrate that the costs of arbitration will be prohibitive as compared to the costs of litigation, iReserve will reserve the right to pay as much of the End User's filing and hearing fees in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive.
iReserve 422 Richards St Suite 170 Vancouver, B.C. V6B 2Z4. You should note that parental control protections (such as computer hardware, software, or filtering services) are commercially available that may assist you in limiting access to material that is harmful to minors. Current providers of such protections can be found at: http://www.en.wikipedia.org/wiki/List_of_Content_Control_Software.
II. Terms of Sale
All Bookings are done at the risk of the End Users'. iReserve reserves the right to make any changes to the Bookings which includes but not limited to suspending or holding bookings, and/or limiting bookings.
iReserve will not provide or facilitate monetary transactions between End Users'. All monetary transactions between End Users' are determined and confirmed by the End Users' in their agreement. iReserve is not responsible for any disputes, claims, or complaints that may come from the End Users' agreement.
1. Terms and Conditions for Product Specific Bookings
For this section, "Restaurant" shall be defined as a Merchant who offers food and beverage for sale in its regular business operations, and is making such food and beverages available to purchasers of Bookings.
Use of Restaurant-Specific Bookings for alcoholic beverages is at the sole discretion of the End User and is subject to compliance with applicable law.Void to the extent prohibited by law.
III. Billing and Fees
1. For Consumer Users
There are no charges assessed by iReserve or by our application for a client/consumer profile. You can search and book as much as you want. iReserve again is not responsible or has any liability pertaining to any charges or fees between Users. Any agreements and arrangements made between users is strictly on their own discretion and responsibility. Please refer to Terms and Conditions for more information.
2. For Business Users
Business user profiles and set up is free. Business users will only be assessed a charge if there is a confirmed booking on the business users open schedule. For each confirmed booking/reservation there will be a C$0.20 charge which will be accrued on a monthly basis at the end of each month. I.E. October 31st, November 30th, January 31st etc. Once the total amount of bookings/reservations are assessed for that month, an invoice will be processed and due on the first of the following 2nd month. I.E. – Business ABC had 10 bookings for the month of January, which was assessed till January 31, 2018. iReserve will provide the Business the following month to review the invoice and information and the bill will be due and deducted automatically from the credit cards information provided by the user on file. The total amount of C$2.00 (10 booking X C$0.20 = C$2.00) will be deducted on March 1, 2018.
If a business user wants to deactivate and or delete credit card information from their profile, they will not be able to allow another user to see or set a booking on their open schedule. If you do not have an active credit card on file, your profile and information will be available for view by all users, but your open schedule and the ability for a user to confirm an appointment will not. If you do have any active pending booking or set bookings that have not been paid for, iReserve reserves the right for a payment for all booking not paid immediately before deactivation or credit card deletion can be confirmed. Please remember that iReserve will not charge the business user unless business activity like a confirmed booking is confirmed.
IV. Additional Terms and Conditions for All iReserve Bookings
All Bookings shall be subject to the terms and conditions of iReserve and End User. The Business Entity or End Users are the sellers of the goods or services which you are purchasing.
End Users in an agreement or Booking shall be fully responsible for any and all injuries, illnesses, damages, claims, liabilities and costs suffered by or in respect of a customer, caused in whole or in part by the other End User that provided that booking, as well as for any unclaimed property liability arising from unredeemed Bookings or portions thereof. You waive, and release iReserve and its officers, directors, employees and agents from, any claim, liabilities, damages, or injury arising from or related to any act or omission of End Users in connection with a Booking or the services/goods provided in connection therewith and/or as it relates to compliance with applicable unclaimed property and other laws relating to the redemption of the Bookings or any portion thereof.
Last modified: April 5, 2018
Scope and Consent
Collection of Information
Our Services can be used by a broad range of industries in connection with their products, services, activities and administrative functions, whether they are involved in government, retail, health, politics, human resources, technology or anything else. Accordingly, a broad range of information (including information about you) may be uploaded to or sent through our Services.
Without information about you, we may not be able to provide you with the Services or the support you request.
Our website and Services are not targeted or directed at children under the age of 13 and do not knowingly collect or store any personal information from children under the age of 13.
Information You Provide
We may collect information you provide when you apply or sign up for an iReserve account and when you provide information as part of our identity or account verification process. We may collect information about you, including:
Identification information, such as your name, email address, physical & mailing address, phone number, photograph, birthdate, or other government-issued identification number;
Other historical, contact, and demographic information.
We also collect information you upload to or send through our Services, including:
Information about products and services you sell (including inventory, pricing and other data);
Information you provide about you or your business (including appointment, staffing availability, employee, payroll and contact data);
Information you provide to a Seller using our Services
We collect information you provide when you participate in contests or promotions offered by iReserve or our partners, respond to our surveys or otherwise communicate with us.
Information We Collect from Your Use of our Services
We collect information about you when you use our Services, including:
Transaction Information. When you use our Services to make, accept, request or record payments or money transfers, we collect information about when and where the transactions occur, the names of the transacting parties, a description of the transactions, the payment or transfer amounts, billing and shipping information, and the devices and payment methods used to complete the transactions.
Location Information. Through our applications, we collect information about the location of your device. For more information and to learn how to disable collection of location information, please see "Your Choices" below.
Device Information. We collect specific information about your device when you access our Services, including your hardware model, operating system and version, unique device identifier, mobile network information, and information about the device's interaction with our Services. We may also identify other software running on the device for anti-fraud and malware-prevention purposes (but will not collect any content from such software).
Use Information. We collect information about how you use our Services, including your access time, browser type and language, and Internet Protocol ("IP") address.
Information Collected by Cookies and Web Beacons. We use various technologies to collect information when you use our Services, including sending cookies to your device and using web beacons. Cookies are small data files that are stored on your hard drive or in your device memory when you visit a website or view a message. Among other things, cookies support the integrity of our registration process, retain your preferences and account settings, and help evaluate and compile aggregated statistics about user activity. For more information and to learn how to block or delete cookies used in the Services, please see "Your Choices" below. We also may collect information using web beacons. Web beacons are electronic images that may be used in our Services or emails. We may use web beacons to deliver cookies, track the number of visits to our website, understand usage and campaign effectiveness, and determine whether an email has been opened and acted upon.
Information We Collect from Other Sources
We also collect information about you from third parties, including third-party verification services, credit bureaus, mailing list providers, and publicly available sources. In some circumstances, where lawful, this information may include your government-issued identification number. By applying or signing up for a iReserve account, you authorize and consent to our obtaining from, and disclosing to, third parties, from time to time, any information about you in connection with the processing of any credit investigation, identity or account verification, fraud detection, or collection procedure, or as may otherwise be required by applicable law. This includes, without limitation, the receipt and exchange of account or credit-related information with any credit reporting agency or credit bureau, where lawful, and any person or corporation with whom you have had, currently have, or may have a financial relationship, including without limitation past, present, and future places of employment and personal reporting agencies.
Third-Party Advertising and Analytics
Use of Information
We may use information about you to provide, maintain, and improve our Services, such as:
Processing or recording payment transactions or money transfers;
Displaying historical transaction or appointment information;
Developing new products and Services; and
Delivering the information and support you request, including technical notices, security alerts, and support and administrative messages.
We may use information about you to improve, personalize and facilitate your use of our Services. For example, when you sign up for a iReserve account, we may associate certain information with your new account, such as information about other accounts you had or currently have with iReserve, and prior transactions you made using our Services. We also may use information about you to measure, customize, and enhance our Services, including the design, content, and functionality of our applications and websites, or to track and analyze trends and usage in connection with our Services.
We may use information you provide to connect you with people you already know. For example, you may upload contact information from your address book through the iReserve mobile application. We will match the contact information you provide to the information provided by other users of iReserve application in order to provide and improve the iReserve Service, including making it easier to find contacts to whom you may send or request payments using iReserve.
We may use information about you to send you news and information, or to conduct surveys and collect feedback, about our Services and to communicate with you about products, services, contests, promotions, discounts, incentives, and rewards offered by us and select partners, based on your communication preferences and applicable law. We also may contact you to resolve disputes, collect fees, and provide assistance for problems with our Services or your iReserve account.
We may use information about you:
To protect our rights or property, or the security or integrity of our Services;
To enforce the terms of our General Terms or other applicable agreements or policies;
To verify your identity (e.g., some of the government-issued identification numbers we collect are used for this purpose);
To investigate, detect, and prevent fraud, security breaches, and other potentially prohibited or illegal activities;
To comply with any applicable law, regulation, legal process, or governmental request;
For any other purpose disclosed to you in connection with our Services.
We may, and we may use third-party service providers to, process and store your information in Canada, and other countries.
Sharing of Information
We may share information about you as follows:
With our group companies, including our parent company, Technology Empire Systems, Inc., DBA iReserve and other affiliates, for the purposes outlined above;
With third parties to provide, maintain, and improve our Services, including service providers who access information about you to perform services on our behalf (e.g., fraud prevention, identity verification, and fee collection services), as well as financial institutions, payment networks, payment card associations, and other entities in connection with the payment or money transfer process;
With third parties that run advertising campaigns, contests, special offers, or other events or activities in connection with our Services;
With other users of our Services with whom you interact through your own use of our Services. For example, we may share information when you make or accept a payment, appointment or money transfer using our Services;
In connection with, or during the negotiation of, any merger, sale of company stock or assets, financing, acquisition, divestiture, or dissolution of all or a portion of our business;
If we believe that disclosure is reasonably necessary (i) to comply with any applicable law, regulation, legal process or governmental request (e.g., from tax authorities), (ii) to enforce or comply with the terms of our General Terms or other applicable agreements or policies, (iii) to protect our rights or property, or the security or integrity of our Services, or (iv) to protect us, users of our Services or the public from harm or potentially prohibited or illegal activities; or
With your consent.
We also may share aggregated information with third parties that does not specifically identify you or any individual user of our Services.
You may access, change, or correct information about you by logging into your iReserve account at any time or by making a request to us using the contact details below, in which case we may need to verify your identity before granting access or otherwise changing or correcting your information.
In order to provide certain mobile applications, we may require location information, so if you do not consent to collection of this information, then you cannot use our corresponding Services. You can stop our collection of location information at any time by changing the preferences on your mobile device. If you do so, some of our mobile applications will no longer function. You also may stop our collection of location information via mobile application by following the standard uninstall process to remove all iReserve mobile applications from your device.
We try to make your experience with iReserve simple and meaningful. When you access or use the Services, our web server may send a cookie to your device. Certain cookies we use last only for the duration of your web or application session and expire when you close your browser or exit the application. Other cookies are used to remember you when you return to use the Services and, as such, will last longer.
Remember that you have visited us or used the Services before. This means we can identify the number of unique visitors we receive, which allows us to make sure we have enough capacity to accommodate all of our users.
Customize elements of the promotional layout and/or content of our website or application.
Collect anonymous statistical information about how you use the Services (including the length of your web or application session) and the location from which you access the Services, so that we can improve the Services and learn which elements and functions of the Services are most popular with our users.
Some of the cookies used in the Services are set by us, and others are set by third parties who deliver services on our behalf.
Most web and mobile device browsers are set to automatically accept cookies by default. However, you can change your browser settings to prevent automatic acceptance of cookies, or to notify you each time a cookie is set.
You also can learn more about cookies by visitingÂ http://www.allaboutcookies.org, which includes additional useful information on cookies and how to block cookies on different types of browsers and mobile devices. Please note, however, that by blocking or deleting cookies used in the Services, you may not be able to take full advantage of the Services.
Do Not Track
You may opt out of receiving promotional messages from iReserve by following the instructions in those messages or by changing your notification settings by logging into your iReserve account. If you decide to opt out, we may still send you non-promotional communications, such as digital receipts and messages about your account or our ongoing business relations.
Canadian Privacy Rights
Canadian Law permits rights to users to keep their privacy. For more information please visit
Nevertheless, iReserve cannot guarantee that unauthorized third parties will never be able to defeat our security measures or use your personal information for improper purposes. In the event that any information in our possession or under our control is compromised as a result of a security breach, we will take reasonable steps to investigate the situation and, where appropriate, notify those individuals whose information may have been compromised and take other steps in accordance with applicable laws or regulations.
Technology Empire Systems, Inc. - DBA iReserve
Attn.: Copyright Agent
422 Richards St
Vancouver, B.C. V6B 2Z4
If you have any questions or concerns regarding our policy, or if you believe our policy or applicable laws relating to the protection of your personal information have not been respected, you may file a complaint with our Privacy Department listed above, and we will respond to let you know who will be handling your matter and when you can expect a further response. We may request additional details from you regarding your concerns and may need to engage or consult with other parties in order to investigate and address your issue. We will keep records of your request and any resolution.