Policies

Policies Affecting Transcription Services


Privacy and Confidentiality - Uploaded Audio Files

SALT Transcription Services takes every reasonable caution to protect the identity of participants in language samples and/or research involving language samples. All of our transcribers have successfully completed a tutorial on Protecting Human Research Participants offered by the NIH Office of Extramural Research at http://grants.nih.gov/grants/policy/hs/training.htm. Additionally, SALT transcribers are provided information 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.

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.

Privacy and Confidentiality - Payments and Accounts

What information do we collect?

We collect information from you when you create an account on the SALT Software website or fill out a form. We also collect information when you contact us by email, fax, or phone. If you are placing an order or making a payment, you may 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. 

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 servicing 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.

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.

Returns

Transcription services are non-refundable.

Complaints

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).

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