These terms of
services apply equally to services purchased from eGrowth Partners
and our sister company High Touch Smiles.
By reading this
document and paying our fee, you agree that you understand our terms
of service and will abide by them.
You are
paying for our time and expertise. There is no guarantee that
Amazon will accept your appeal or respond appropriately.
There are
no refunds once work has begun.
Our
reinstatement services are generally broken into two pieces –
assessment and appeal. If, during the assessment, we determine that
your chances are poor, we will inform you and not charge for an
appeal unless you tell us to try anyway.
If we have already reviewed your case and think your chances are
low, yet you still want us to work on the appeal letter for you, we
will, unless it becomes apparent that we cannot move forward. Should
reinstatement be denied refunds will not be issued.
If you are
reinstated before we write our appeal, we will only charge you for
our time to date and refund any excess. Once we have written an
appeal or completed the task you’ve assigned us, there are no
refunds.
If there
is a conflict between this agreement and the contract you sign with
us for retainer-based work or employee hires, that contract will
take priority.
If you
provide us with forged or manipulated documents, we will not be
successful. If you have previously provided AMAZON with manipulated
documents, we may be able to help you depending on the situation.
You must
inform your consultant of everything you have done previously to get
reinstated so we can be effective.
Unless you
have paid for expedite services with 24-hour turnaround, typical
time between sign up and a consultant contacting you about your case
is 2-3 days, depending on workload.
All our
consultants have assistants. You will be given their information
after a consultant is assigned and they will help arrange calls,
coordinate documents, etc.
We do everything
in our power to reinstate our clients and to fix their problems. We
will write multiple appeals and try multiple avenues to get you the
result you want. When we have exhausted all our resources, we will
inform you by email and stop work. You understand and agree that you
are not due a refund at this point and that we are paid for our time
and expertise on your case.
We respect our
client’s confidentiality. We recognize that we have access to
private account information, and we take steps to protect your
account and your information including but not limited to:
All client
data is kept in our cloud-based proprietary database that is
encrypted and secure. Credit card numbers – except for the last 4
digits – are not visible to anyone.
Clients
can upload documents to our portal and update their personal
information, but they cannot access any database information for any
other client.
We have
safe password processes that require us to update our passwords
quarterly. We use LastPass to create long passwords with numbers,
letters, capitalization and symbols.
All
our team members sign confidentiality agreements. We also have a
detailed description of what constitutes a trade secret and that
they are not allowed to disclose this information if they leave.
When working
inside a client account we take the following precautions:
We use a
unique email for every single client account. This unique email
does not show up in any other Amazon account.
We have
limited access to client accounts. We can’t view or change
sensitive data like bank accounts, for example.
The client
can remove us at any time.
We do not
use client logins unless they give them to us for a specific purpose
– like setting ourselves up the first time.
We use
two-step verification at all times. There are no “safe”
browsers as far as we are concerned.
We use
LastPass which means we can provide our team with logins where they
cannot see the password.
We use a
VPN at all times to make sure our online work for you is secure and
encrypted.
Our consultants
regularly discuss client cases among themselves to brainstorm and
find best solutions. You agree that this is not a breach of
confidence.
Members of our
company are interviewed frequently, speak at conferences, write books
and blogs, and participate in social media. We do not disclose the
names of our clients without written permission. We will, however,
use situations to help explain how Amazon works. We take pains to
change minor details like gender, dates, categories, etc., so that no
specific client can be identified from our examples. We often will
mix several client situations together to make our point.
You agree that
this is not a breach of confidentiality.
Because client
situations are similar – many sellers are taken down for
inauthentic complaints, for example – you may think that we are
talking about you. Most likely we are not. We are happy to talk
with you about how we discuss client situations. Please direct any
questions about confidentiality to: [email protected]
