Company Policies
Return Policy
If you are dissatisfied with any purchase you make from SALT Software, LLC, simply return it within 30 days of the invoice shipping date for a full refund. Credit will be issued after the company receives the returned products [note: the story elicitation books, the LSA textbook, and the SALT Student version may only be returned if the product is in re-sellable condition, i.e., books are not damaged or marred, the SALT Student version has the seal containing the software cd intact (unopened)]. We do not refund shipping charges on delivery and return of goods. Purchases made by credit card will be refunded to the same credit card. All other purchases will be refunded by check, international money order, or store credit.
Bookstores: products that have not been sold may be returned for full refund within 6 months of the invoice shipping date.
Defective products: If your purchase is defective or otherwise damaged in any way, we will send you a "no charge" replacement, freight free. We reserve the right to send a call tag to return the damaged item. If the merchandise was incorrect, and not what was indicated on your order or our invoice, then we will promptly send the correct item that was originally ordered and pay to have the incorrect item returned to us for credit.
Contact us by phone at 1-888-440-SALT (7258), or fax at 608-237-2220, or email sales@saltsoftware.com to request a return merchandise authorization (RMA). Be sure to include your contact information, invoice number, and the product code and quantity of the merchandise you would like to return.
Complaint Policy
We value complaints as they assist us to improve our products, services, and customer service. This policy has been designed to assist both customers and staff. SALT Software, LLC is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied, and we will treat all customers making a complaint equally.
All complaints made, verbal or written, will be recorded in the manager's office at the time the complaint is made, or as soon as possible afterwards. The complaint should be recorded by the staff member who took the details. When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place. Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues. Customers' personal details or details of their complaint will not be divulged to third parties unless we have their written consent.
We strive to resolve all complaints within seven business days. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed. Customers will be informed of any changes to our products or services as a result of their complaint. Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.
All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If the complaint can't be resolved immediately, the customer will be given a timeframe, a contact person, and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person. Staff can resolve a complaint by offering a discount, refund, or replacement product. If a complaint cannot be resolved by the usual complaint process, it should be referred to the company COO and the customer will be informed and given an amended timeframe for resolution.
If we cannot resolve the complaint to the customer's satisfaction, we will inform them about where they can take further action (e.g., Office of Consumer and Business Affairs).
Privacy Policy
SALT Software, LLC will take reasonable steps to keep secure any personal information which we hold and to keep this information accurate and up-to-date. Personal information is stored in a secure server or secure files and is never disclosed to any third parties.
The Internet is not always a secure method of transmitting information. Accordingly, SALT Software, LLC cannot accept any responsibiilty for the security of information you send to, or receive from us over the Internet or for any unauthorized access or use of that information.
Digital audio and video files uploaded for transcription services are deleted within 30 days of completion, along with any transcripts, reports, spreadsheets, or databases created as part of the transcription project.
No personal information is collected without your consent. Information collected by browsing www.SALTSoftware.com consists of:
- session tracking,
- domain and host from which you access the Internet,
- IP address of the computer you are using,
- the browser software and operating system you are using,
- the date and time you access our site,
- and the Internet address which you linked directly to our site.
We use this information to make our site more useful and accessible to all users.
Site Security
We have reasonable and appropriate security measures in place to attempt to protect against the loss, misuses, and alteration of your personally identifiable information under our control. In all cases, we have taken reasonable steps to confirm the information is retained in secured facilities and that reasonable measures have been implemented for protection from unauthorized access. However, no security system is impenetrable. We cannot guarantee the security of our website or databases, nor can we guarantee that information you supply will not be intercepted while being transmitted to us over the Internet. We ask that you do your part by maintaining the strict confidentiality of any computer passwords you use to access the Internet or this website.