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Anti Spam & Complaint Policy

Content:

  1. Complaint about emails
  2. Complaint policy
  3. Complaint policy – Touchstone evaluations

1. Complaint about emails

StraightnessTraining.com sends free eBooks, videos and other resources via e-mail after a subscriber is confirmed.

In addition StraightnessTraining.com will offer own products via e-mail.

Each subscriber always has the opportunity to unsubscribe, free and easy at all times by clicking on the unsubscribe link in the e-mail.

2. Complaint Policy

The Straightness Training company is committed to providing a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

2.1. Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.

2.2. How to make a complaint

You can make a complaint in a number of ways:

by e-mail: [email protected]

or by post to:

ST Customer Service
Av. Duque de Loulé, 5A
1050-085 Lisbon
Portugal

Please make clear what the complaint is about.

2.3. Response

You will be notified about that the complaint has been received in good order as soon as possible and ultimately within 4 weeks your complaint will be dealt with.

Right to appeal

We offer the following right to appeal:

Mr. A. Brienen
E-Space BV
Admiraal De Ruijterweg 125 3
1056 EX Amsterdam

The Netherlands

The judgment of Mr. A. Brienen is binding, possible consequences are settled by ATR – MARIJKE DE JONG.

2.4. Registration

Complaints and the method of handling are recorded and kept for a period of five years.

3. Complaint Policy Touchstones

We are fully aware that the process of filming yourself, submitting a Touchstone and getting feedback takes some courage, a lot of work, and putting your desire to learn above the situation to being vulnerable for the opinion of an evaluator.

Although the Touchstones and Grades are not meant to be a test to gain “stars and stripes” or a status symbol – we understand that it can be frustrating seemingly not to pass or to “only” get 1 star, despite your best efforts and your own impression that a “resubmit” or “1-star” should actualy be rated as a a “2-star” or higher.

Since an evaluation of a Touchstone is done “by people for people”, and since it’s about the interaction between a trainer and a horse, there is a certain degree of subjectivity involved – especially in the grey area where the essence of ST is almost and nearly there, but not really in a satisfactory way yet.

The ST Evaluator Team puts a lot of effort in trying to reduce this subjectivity as much as possible by educating ST Evaluators on a consistent basis and in line with the STE Protocol.

Also, we have quality assurance by reviewing Touchstones among ST Evaluators before an evaluation form is completed. This also results in a knowledge base that is shared with current and future ST Evaluators.

However, these best efforts of the ST Evaluator Team still might result in something that lead to the conclusion for you that there is a structural error in your last evaluation at hand.

Then you might opt for the possibility to file an official objection.

3.1. How to file an objection

  • Because of reasons of privacy and for manegerial reasons we can only take objections into consideration that are emailed to [email protected]. ST Support will create a ticket and start an official log.
  • Objections can only be made to your most recent received resubmit, within two weeks after you have received your evaluation form by email. Please forward that email and state the reason of your objections.

3.2. Response

  • You will be notified about that the complaint has been received in good order as soon as possible and ultimately within 30 days your complaint will be dealt with.
  • If the objection is related to obvious and grave errors in the evaluation form such as: counting errors, using the wrong Youtube video, or other errors in the process the ST Evaluator at hand will check your complaint. If such process errors are made and they affect the overall score and rating, then the evaluation will be corrected within 30 days and resend to you on our costs.
  • If the objection is related to a different opinion of you and the Evaluator about the ideals and essences of ST and to what extent they are correctly shown in your video, then the ST Evaluator will present the Touchstone and objection and motivation at hand to the ST Evaluation review board which is preceded by Marijke de Jong. The ST Evaluation review board consist of a minimum of three Evaluators and reaches an unanimous conclusion. This conclusion will be sent to you, motivated in a brief explanation.

3.3. Right to withdraw  

In the event that you do not share the opinion of ST Evaluation review board, then you have the right to withdraw from the ST Evaluation Process.

As in your opinion, the ST Evaluation Program is not suited to fit your learning style to make the best progression, you are allowed to only use the ST Evaluation Program as a knowledge base of lessons and combine it with a – in your opinion – more suited way of learning, for example, private lessons, additional coaching through Skype, or other means.

3.3.1. How to use the right to withdraw

Send an email to [email protected] to inform us that you do not agree with the conclusion of the ST Evaluation review board, and that you take a break from participating in submitting Touchstones.

3.3.2. Response

You will be notified about that your email has been received in good order as soon as possible.

3.3.3. Resume procedure

You can return at any time to the ST Evaluation Process, and resume submitting Touchstones in the future without notifying us.

3.4. Right to withdraw with refund

This option is meant to give you a way out with duley respect to all parties involved in the unlikely and undesired event that the Touchstone Evaluation process causes an incompatible opinion for a partely non-scientific and immeasurable activity.

To avoid the risk of being disappointed in the ST Evaluation process, despite best intentions, and to prevent this time-consuming, costly and demotivating situation from likely happening again, it’s sometimes best to conclude that both parties no longer interact in the future through Touchstones.

3.4.1. When to use this right

You can choose for this option if:

  • The Touchstone that forms the core of the objection is purchased independently, which means it’s not part of a set of (free) Touchstones, or a restart package, or other bundle, and it doesn’t come automatically with one of our programs.
  • The Touchstone that forms the core of the objection is your most recent Touchstone and it has been re-evaluated by the ST Evaluation Review board.

3.4.2. How to use this right

Send an email to [email protected] to inform us that you:

  1. You do not agree with the conclusion of the ST Evaluation review board.
  2. Want to withdraw from the entire evaluation process.
  3. Will refrain from submitting Touchstones in the future.
  4. Want a refund for the Touchstone that meets the requirements as outlined in 3.4.1.

3.4.3. Response

You will be notified about that your email has been received in good order as soon as possible.

You will get a refund for the Touchstone that meets the requirements as outlined in 3.4.1. within 30 days.

3.4.4. Resume procedure

If you might want to resume submitting Touchstones, then you can make a request within 6 months of using your right to withdraw with refund.

It’s at the discretion of the ST Evaluation Review board to honour that request or not.

If granted the right to resume Touchtone submissions, then the refund of the previous Touchstone must be corrected and repaid by you, plus an addictional 50% charge for administration costs.

This resume procedure is only valid once per ST Student.

3.5. Registration

Complaints and the method of handling are recorded and kept for a period of five years.