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Policies - all the fine print . . .

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.

Indirect Costs

SALT Software LLC supports grant and award programs intended to advance excellence and innovation in language sample analysis. It is the policy of SALT Software that payment for institutional indirect costs is prohibited.

Return Policy

If you are dissatisfied with the purchase you made from SALT Software LLC, return it within 30 days of the invoice shipping date for a refund (some restrictions apply - please see below). Credit will be issued after the company receives the returned products. 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.

  • Software downloads: Software may be returned within 30 days of the purchase date if it has never been activated for a full refund.
  • Online Story Elicitation subscriptions: Subscriptions may be discontinued for a full refund if you notify us within 2 weeks (14 days) of the purchase date.
  • Elicitation Materials: Elicitation materials may only be returned if the product(s) are in re-sellable condition. We reserve the right to charge a 20% restocking fee on large quantity returns.
  • Bookstores/Resellers: Products may be returned for full a refund within 6 months of the invoice shipping date. The products must be returned in re-sellable condition. The only exception to this return policy are products which are sold as "used" which are non-refundable (see policy regarding used products below). Products returned after 6 months will be charged a 10% restocking fee for each late month. Please call 608-841-1393 or fax 608-237-2220 to request an RMA.
  • Defective products: If your purchase is defective or otherwise damaged in any way, notify us within 30 days of the invoice shipping date and we will send you a "no charge" replacement, freight free. We reserve the right to send a call tag to return the damaged item.
  • Incorrect merchandise: If the merchandise is not what was indicated on your order, notify us within 30 days of the invoice shipping date and we will promptly send the merchandise that was originally ordered and pay to have the incorrect merchandise returned to us.
  • Used products: Occasionally we have used textbooks for sale. Unless found to be defective, used products are "all sales final". No refund or credit will be given for the return of used products.

Contact us by phone at 608-841-1393, or fax at 608-237-2220, or email 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. SALT Software, LLC is committed to consistent, fair, and confidential complaint handling and to resolving complaints as quickly as possible. 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.

Customers will be informed of the progress of their complaint, 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. Customers' personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

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 and Confidentiality Policy

What information do we collect?

We collect information from you when you register on our site or fill out a form. We also collect information when you contact us by email, fax, or phone. When registering or filling out a form, you may be asked to provide your name and contact information. If you are placing an order or making a payment, you may also be asked to provide your payment information. When collecting credit card information, only the last 4 digits of your card number are stored in our records. If you are an instructor at a college or university, we may collect your contact information when you place orders through a bookstore or direct your students to place orders on our website.

What do we use your information for?

Any of the information we collect from you may be used to process transactions, reply to support questions, improve customer service, and improve our website. The contact information you provide may also be used to send you information and updates pertaining to purchases, related product or service information, and promotions. Note that we provide an unsubscribe link at the bottom of all promotional emails.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or providing services to you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect the rights of ourselves or others. However, non-personally identifiable information may be provided to other parties for marketing, advertising, or other uses.


Transcription Services

SALT Services takes every reasonable precaution to protect speaker identity. All of our transcribers have been provided information and guidance on dealing with issues of privacy and confidentiality, and are required to have a signed confidentiality agreement on file. The codes of conduct and ethical standards to which we adhere require the dutiful protection of all sensitive information.

Customer's responsibility. To ensure confidentiality, the customer is strongly encouraged to exclude sensitive information within recorded language samples and when uploading samples (files) to SALT Services for transcription.

Procedural policy: 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.