Communication Policy

Communication Policy

Effective Date: 10 – September – 2025
Last Updated: 01 – August – 2025

KeyFerrals LLC
7901 4TH ST N STE 300, ST. Petersburg, FL 33702
Email: support@keyferrals.com
Phone: +1 (802) 546 8628

1. INTRODUCTION AND PURPOSE

This Communication Policy ("Policy") establishes the standards, channels, and procedures by which KeyFerrals LLC ("Company," "we," "us," "our," or "KeyFerrals") communicates with clients, Partners, agents, and all other users of our services ("you" or "User"), and the standards of professional conduct required in all interactions with KeyFerrals staff and systems.

This Policy is an integral part of your Referral Agreement and is incorporated by reference into all terms governing your use of KeyFerrals' services. By using our services or interacting with KeyFerrals in any way, you agree to comply with all provisions of this Policy.

2. APPROVED CHANNELS OF COMMUNICATION

2.1 Official Communication Channels

KeyFerrals recognizes and uses the following official channels for communications with Users:

2.1.1 Email

• Primary Email: support@keyferrals.com
• Email is the preferred method for formal communications, including refund requests, disputes, complaints, service concerns, account inquiries, and any other matters requiring documentation.
• Emails to support@keyferrals.com are received, logged, timestamped, and routed to the appropriate department for handling.

2.1.2 Phone

• Phone Number: +1 (802) 546 8628
• Phone support is available during business hours for general inquiries, onboarding, technical support, and urgent matters.
• Calls may be recorded for quality assurance, training, compliance, and dispute resolution purposes (see Section 5 for details).
• Phone calls are not considered formal notice or formal submissions unless followed up in writing via email.

2.1.3 Website Portal

• Account holders may access their account portal on [yourwebsite.com] to view referrals, provide feedback, manage preferences, and access account information.
• Messages or notifications submitted through the portal are treated as formal communications and are logged.

2.1.4 Text Messages (SMS)

• KeyFerrals may send text message alerts to your registered phone number to notify you of new referrals, urgent account matters, or other important updates.
• Text messages from you to KeyFerrals are not considered formal submissions for refund requests, disputes, or complaints, though they may be acknowledged and you may be directed to submit your request via email.

2.1.5 Direct Mail

• Formal legal notices or important documents may be sent to the mailing address you have registered with KeyFerrals:
• KeyFerrals LLC, 7901 4TH ST N STE 300, ST. Petersburg, FL 33702

2.2 NOT Official Communication Channels

The following are NOT official communication channels and will not be treated as formal submissions:

• Personal phone calls to individual KeyFerrals staff members;
• Voicemails left by you personally (though general inquiries may be acknowledged);
• Text messages or SMS;
• Social media messages (Facebook, Instagram, LinkedIn, Twitter, etc.);
• Informal in-person conversations;
• Messages left with third parties or Partners;
• Indirect communication through referrals or other users.

Any attempt to circumvent official channels by contacting staff members directly, using social media, or leaving informal messages will not be recognized as formal communication and will not initiate any contractual processes, including refund requests or dispute resolution.

3. FORMAL SUBMISSIONS AND DOCUMENTATION REQUIREMENTS

3.1 What Constitutes a Formal Submission

A formal submission is a written request submitted to support@keyferrals.com that includes:

• Your full name and registered account information;
• The date of submission;
• A clear subject line indicating the nature of the request (e.g., "Refund Request," "Dispute," "Service Complaint");
• A detailed description of the issue, concern, or request;
• All relevant supporting documentation (dates, times, referral details, screenshots, emails, etc.);
• Any other information necessary to understand and address the submission.

3.2 Incomplete Submissions

Submissions that lack required information will be returned to you for clarification before review can begin. The timeline for response does not begin until a complete submission is received.

3.3 Acknowledgment of Receipt

Upon receipt of a formal submission to support@keyferrals.com, KeyFerrals will send you a written acknowledgment within two (2) business days confirming:

• The date the submission was received;
• A reference number or case ID;
• The department responsible for handling the submission;
• The expected timeline for response or review.

Receipt acknowledgment does not constitute acceptance of your request; it is merely confirmation that we have received it.

3.4 Verbal Requests Are Not Binding

Any request made verbally including refund requests, dispute notifications, service complaints, or cancellation requests is not binding and does not initiate any contractual obligation or process under your Referral Agreement. Verbal requests must be followed up in writing via email to be recognized as formal submissions.

4. RESPONSE TIMES AND SERVICE LEVEL AGREEMENTS

4.1 General Inquiries

KeyFerrals aims to respond to general inquiries and non-urgent matters within two (2) to five (5) business days. "Business days" are Monday through Friday, excluding federal holidays observed by KeyFerrals.

4.2 Refund Requests and Disputes

Formal refund requests and formal disputes submitted via email to support@keyferrals.com will be reviewed by KeyFerrals Compliance within the timeframes specified in your Referral Agreement and the Refund Policy (typically within ten (10) working days of receipt). Response time begins only after a complete submission is received.

4.3 Service Complaints and Account Issues

Service complaints, account access issues, and other operational matters will be addressed within three (3) to seven (7) business days, depending on the nature and complexity of the issue.

4.4 Urgent Matters

For urgent technical issues preventing access to your account or preventing you from responding to referrals, call +1 (802) 546 8628 during business hours. Email urgent@keyferrals.com with "URGENT" in the subject line and a detailed description.

4.5 Delays in Response

If KeyFerrals cannot meet the stated response time for any reason (e.g., complexity of the matter, need for additional investigation, holidays), you will be notified in writing and provided with an updated timeline.

4.6 No Response Does Not Waive Obligations

Failure by KeyFerrals to respond within the stated timeframe does not waive, modify, or vitiate any of your obligations under your Referral Agreement or any of KeyFerrals' rights.

5. RECORDED COMMUNICATIONS

5.1 Call Recording

All calls to KeyFerrals at +1 (802) 546 8628 may be recorded for purposes of:

• Quality assurance and training of staff;
• Verification of information discussed;
• Compliance with contractual obligations;
• Dispute resolution and documentation;
• Prevention of fraud or misconduct;
• Legal protection.

5.2 Consent to Recording

By calling KeyFerrals, you consent to the recording of the call and its use for the purposes listed above. Recorded calls are considered official documentation and may be used in any dispute, refund request review, or legal proceeding.

5.3 Use of Recordings

Recordings are retained securely and accessed only by authorized KeyFerrals personnel for legitimate business purposes. Recordings may be:

• Reviewed to resolve disputes about what was discussed;
• Provided to KeyFerrals legal counsel for dispute resolution;
• Used as evidence in any legal proceeding;
• Shared with payment processors or financial institutions where necessary for chargeback defense.

5.4 Recording Retention

Call recordings are typically retained for twelve (12) months. Recordings related to ongoing disputes or legal matters may be retained longer.

6. STANDARDS OF PROFESSIONAL CONDUCT

6.1 Mutual Respect and Professionalism

KeyFerrals is committed to communicating with all Users in a professional, respectful, courteous, and timely manner. We expect the same standard of conduct in return.

6.2 Prohibited Conduct by Users

You agree not to engage in any of the following conduct when communicating with KeyFerrals:

6.2.1 Abusive or Offensive Language

• Using profanity, insults, or derogatory language;
• Making personal attacks on KeyFerrals staff;
• Making threats of violence, legal action (except as a legitimate last resort), or harm;
• Using language that is racist, sexist, homophobic, or otherwise discriminatory.

6.2.2 Harassment or Intimidation

• Repeatedly contacting KeyFerrals staff with the same issue after receiving a response;
• Attempting to intimidate or pressure staff into making decisions outside policy;
• Making accusations of dishonesty or fraud without evidence;
• Contacting staff members outside official channels to pressure or influence them.

6.2.3 False or Misleading Statements

• Providing false information in communications;
• Misrepresenting facts about referrals, transactions, or services;
• Making false accusations against KeyFerrals staff or the company;
• Submitting false or fraudulent documentation.

6.2.4 Unreasonable Demands

• Demanding immediate responses outside business hours or stated response times;
• Demanding refunds or actions outside the scope of the Refund Policy;
• Making demands that violate your Referral Agreement;
• Requesting that KeyFerrals violate its own policies or break the law.

6.3 KeyFerrals Standards of Conduct

KeyFerrals commits to:

• Responding to your communications professionally and courteously;
• Providing accurate information regarding policies and procedures;
• Treating all Users fairly and equally;
• Protecting the confidentiality of your information;
• Following all terms of the Referral Agreement and applicable policies;
• Addressing legitimate complaints promptly and fairly.

7. CONSEQUENCES OF MISCONDUCT

7.1 First Violation: Warning

If your communication contains isolated instances of unprofessional language, discourtesy, or minor misconduct, KeyFerrals staff may:

• Address the issue directly in response;
• Request that future communications be respectful and professional;
• Document the incident in your account file.

7.2 Pattern of Misconduct: Formal Warning

If you repeatedly engage in unprofessional, abusive, or harassing communication, KeyFerrals may issue a formal written warning that:

• Identifies the specific conduct;
• Requires that all future communications be professional, respectful, and factual;
• Notifies you that further misconduct may result in account suspension or termination.

7.3 Serious or Continued Misconduct: Suspension or Termination

KeyFerrals may immediately suspend your account access or terminate your Agreement without notice if you:

• Engage in abusive, harassing, threatening, or offensive conduct;
• Make false accusations or provide fraudulent information;
• Attempt to circumvent or violate these policies;
• Engage in conduct that reflects a deviation from accepted standards of morality, decency, or professional conduct.

Under Section 6.1 of your Referral Agreement:

"In the event that any Agent engages in misconduct, including but not limited to the use of inappropriate, offensive, or abusive language whether verbal, written, or otherwise communicated, during any call, message, correspondence, or other interaction...Keyferrals shall have the absolute and unfettered right, at its sole discretion, to terminate this Agreement with immediate effect, without prior notice and without liability."

7.4 Consequences of Termination for Misconduct

Upon termination for misconduct:

• Your account access is immediately revoked;
• All services are discontinued;
• No refund of fees is issued;
• All amounts already paid are forfeited;
• You may be banned from using KeyFerrals services in the future;
• You remain liable for any outstanding fees or referral obligations.

8. ESCALATION PROCEDURES

8.1 Unresolved Issues

If your issue remains unresolved after initial response, you may request escalation by:

• Replying to KeyFerrals' response with a detailed explanation of why the response does not address your concern;
• Requesting escalation to a manager or supervisor;
• Referencing the specific policy or agreement provision that you believe supports your position.

8.2 Escalation Timeline

Escalation requests will be reviewed within five (5) to ten (10) business days. A manager or supervisor will review the entire matter and provide a written response.

8.3 Final Decision

The decision of KeyFerrals management on any escalated matter is final and binding. There is no further escalation available within KeyFerrals beyond this level.

8.4 Alternative Dispute Resolution

If you remain dissatisfied after escalation, your only remedy is to pursue the formal dispute resolution and arbitration process outlined in Section 12 of the Terms and Conditions and Section 7 of your Referral Agreement.

9. CONFIDENTIALITY OF COMMUNICATIONS

9.1 Your Confidential Information

KeyFerrals treats all communications and account information as confidential. We do not disclose your information, referral details, or account status to third parties except:

• To Partners to facilitate referrals;
• To payment processors to handle billing and disputes;
• To law enforcement or courts as required by law;
• To KeyFerrals legal counsel for dispute resolution;
• To collection agencies if you breach your payment obligations;
• With your written consent.

9.2 Referral Information

All referral information (names, contact details, property information, etc.) is confidential and must not be shared with unauthorized third parties, discussed in public, or disclosed to competitors without KeyFerrals' written consent.

9.3 Terms of Agreement

The terms of your Referral Agreement and the details of your plan are confidential. You may not publicly disclose the terms of your agreement, pricing, or policies without KeyFerrals' written consent, except as required by law.

10. MARKETING COMMUNICATIONS AND OPT-OUT

10.1 Service Communications

KeyFerrals will send you service-related communications, including:

• Referral notifications and delivery alerts;
• Account status updates;
• Responses to your inquiries;
• Reminders of upcoming deadlines or obligations;
• Important notices regarding your account or services.

You cannot opt out of service-related communications; they are necessary for the operation of your account.

10.2 Promotional Communications

KeyFerrals may send promotional emails, text messages, or other communications about new features, special offers, webinars, or other marketing content.

10.3 Opting Out of Promotional Communications

To opt out of promotional communications:

• Click the "Unsubscribe" link in any promotional email;
• Reply to a promotional email with "UNSUBSCRIBE";
• Contact support@keyferrals.com and request to be removed from promotional lists.

Opt-out requests are processed within five (5) business days. You will continue to receive service-related communications even if you opt out of promotional content.

10.4 SMS Marketing

If you have provided a phone number and agreed to receive SMS messages, KeyFerrals may send text message alerts regarding referrals, account updates, or promotional offers. To opt out of SMS marketing, reply STOP to any SMS from KeyFerrals.

11. COMMUNICATION DURING DISPUTES

11.1 Communications During Refund Reviews

During refund request reviews or dispute investigations, KeyFerrals may request additional information from you via email. You are required to respond to such requests within five (5) business days. Failure to provide requested information may result in denial of your refund request.

11.2 Requests for Documentation

KeyFerrals may request that you provide documentation supporting your claims (screenshots, emails, referral details, etc.). Such requests should be responded to within the timeframe specified, typically five (5) to ten (10) business days.

11.3 Cooperation Required

You agree to cooperate fully with KeyFerrals during any investigation, dispute review, or inquiry. Failure to cooperate, providing misleading information, or refusing to provide requested documentation may result in denial of your request and termination of your account.

12. CONTACT INFORMATION AND HOURS

12.1 Primary Contact Methods

Email (Preferred for Formal Submissions):
support@keyferrals.com

Phone (For General Inquiries and Technical Support):
+1 (802) 546 8628
Hours: Monday - Friday, 9:00 AM - 5:00 PM EST (excluding federal holidays)

Mailing Address (For Legal Documents):
KeyFerrals LLC
7901 4TH ST N STE 300
ST. Petersburg, FL 33702

Website:
[yourwebsite.com]

12.2 Email Subject Line Recommendations

When emailing support@keyferrals.com, please use a clear subject line to expedite routing:

• "Refund Request - [Your Name]"
• "Service Complaint - [Your Name]"
• "Technical Support - [Issue Description]"
• "General Inquiry - [Topic]"
• "Dispute - [Your Name]"

12.3 Response Outside Business Hours

Emails received outside business hours or on weekends/holidays will be responded to during the next business day. For urgent technical issues, include "URGENT" in the subject line.

13. MODIFICATIONS TO THIS POLICY

KeyFerrals may update this Communication Policy at any time by posting a revised version on the Site with an updated "Last Updated" date. Changes take effect upon posting. Your continued use of the services after changes are posted constitutes acceptance of the revised Policy.

14. CONFLICTS WITH OTHER POLICIES

In the event of any conflict between this Communication Policy and other KeyFerrals policies (including the Refund Policy, Terms and Conditions, or Dispute and Chargeback Policy), the provision that most strictly limits User rights or most protects KeyFerrals' interests will apply.