Governance and Compliance

3.1 Brand Communication Standards

• Professional, executive-grade tone in all customer-facing communications
• Accurate and transparent representation of services and deliverables
• Consistent messaging aligned with LIHG brand values
• Timely response to customer inquiries (within 24 business hours)
• Clear disclosure of pricing, terms, and conditions

3.2 Service Delivery Standards

• Fulfillment of contracted deliverables within agreed timeframes
• Professional and qualified personnel assigned to customer services
• Quality control and review processes for all customer deliverables
• Documentation and record-keeping of all service interactions
• Customer satisfaction measurement and continuous improvement

3.3 Brand Portfolio Alignment

• Services and messaging aligned with stated brand purpose and positioning
• No material misrepresentation of service capabilities
• Regular review and update of marketing materials for accuracy
• Cross-brand promotion and customer referrals managed ethically

4.1 Professional Conduct

All LIHG personnel engaged in customer service must:

• Maintain professional demeanor and respectful communication at all times
• Possess relevant qualifications and expertise for services rendered
• Comply with applicable licensing and certification requirements
• Avoid conflicts of interest and disclose material conflicts when they exist
• Maintain customer confidentiality and data security

4.2 Service Documentation and Agreements

• Written service agreements or contracts for all significant services
• Clear specification of deliverables, timelines, and success metrics
• Transparent pricing and payment terms
• Reference to applicable policies (Terms of Service, Refund Policy, Privacy Policy)
• Customer signature or explicit consent to service terms

4.3 Performance Measurement

• Customer satisfaction surveys and feedback collection
• Service quality audits and spot-checks
• Complaint tracking and resolution metrics
• Regular reporting to LIHG management on brand performance
• Continuous improvement initiatives based on customer feedback

5.1 Regulatory Compliance

LIHG and all operating brands comply with applicable laws including:

• Federal Trade Commission (FTC) regulations regarding advertising and consumer protection
• Gramm-Leach-Bliley Act (GLBA) for privacy and data security
• California Consumer Privacy Act (CCPA) and similar state privacy laws
• Equal Employment Opportunity (EEO) and non-discrimination laws
• Industry-specific licensing and regulatory requirements

5.2 Disclaimer Disclosures

All marketing materials and service offerings include appropriate disclaimers:

• Financial Services Disclaimer: Guidance provided is educational and not financial advice; customers should consult qualified financial advisors.
• Legal Services Disclaimer: Content is informational and not legal advice; customers should consult licensed attorneys for legal counsel.
• Medical/Health Disclaimer: Information is general and not medical advice; customers should consult healthcare providers for health-related questions.
• No Guarantee of Outcomes: LIHG does not guarantee business success, funding approval, credit improvement, or third-party decisions based on program participation.

5.3 Data Security and Privacy

• Compliance with applicable privacy laws (see Privacy Policy)
• Encryption of sensitive customer data in transit and at rest
• Regular security audits and vulnerability assessments
• Incident response procedures for data breaches
• Customer data retention in accordance with retention schedules

5.4 Contract and Payment Standards

• Clear and transparent pricing disclosed before purchase
• Written contracts for services exceeding $500
• Prohibited practices: hidden fees, deceptive billing, unauthorized charges
• Payment processor compliance (PCI-DSS for credit card handling)
• Refund processing in accordance with Refund Policy

6.1 Customer Complaint Process

1. Initial Report: Customer contacts LIHG with complaint within 30 days of issue.
2. Documentation: Complaint is logged with date, customer name, description, and desired resolution.
3. Investigation: LIHG reviews relevant service records and correspondence.
4. Response: Management responds to customer within 10 business days with findings and resolution offer.
5. Resolution: LIHG implements agreed-upon remedy (refund, re-service, credit, etc.).

6.2 Escalation Procedures

If a customer is not satisfied with initial resolution:

• Request escalation to LIHG senior management
• Submit written appeal with supporting documentation within 30 days
• Management reviews appeal and responds within 15 business days
• Final decision is binding unless customer pursues external remedies (chargeback, legal action, regulatory complaint)

6.3 External Remedies

Customers may pursue remedies outside LIHG processes including:

• Chargeback through credit card issuer or payment processor
• Complaint to regulatory agencies (FTC, state attorney general, etc.)
• Legal action through civil courts

7.1 Prohibited Uses

Customers may not use LIHG services for:

• Illegal activities or fraud
• Harassment, threats, or abusive conduct toward LIHG personnel or other users
• Unauthorized access to LIHG systems or customer data
• Distribution of malware, viruses, or malicious code
• Intellectual property infringement or plagiarism
• Spamming or unsolicited promotional content
• Reverse engineering or attempting to circumvent security measures
• Discrimination or hateful content

7.2 Consequences of Violation

LIHG may:

• Suspend or terminate customer account
• Withhold refunds or service delivery
• Report violations to law enforcement if warranted
• Pursue legal action for damages

8.1 Fraud Prevention

• Monitoring for suspicious transaction patterns and account activity
• Verification of customer identity for high-value transactions
• Investigation and reporting of suspected fraudulent activity
• Account lockouts and security alerts for unauthorized access attempts
• Cooperation with law enforcement on fraud cases

8.2 Account Security Requirements

• Customers are responsible for maintaining password confidentiality
• Strong password requirements for account protection
• Multi-factor authentication available for sensitive transactions
• Immediate reporting of unauthorized access or account compromise

9.1 Non-Discrimination Policy

LIHG provides services without regard to:

• Race, color, or national origin
• Gender, gender identity, or sexual orientation
• Age or disability status
• Religion or political affiliation
• Military or veteran status

Discrimination in service delivery, pricing, or customer treatment is prohibited and subject to legal remedies.

9.2 Accessibility Standards

• LIHG websites comply with Web Content Accessibility Guidelines (WCAG 2.1)
• Accommodations available for customers with disabilities (large print, audio descriptions, etc.)
• Assistive technology compatibility for digital platforms
• Customers may request specific accommodations by contacting support