1. Service and consumer complaints
Complaints concerning your Marden Row account, subscription, billing, service access or product experience can be sent to support@mardenrow.com.
Please use the subject line "Grievance" and include the email address associated with your account, a clear description of the issue and any relevant transaction or request identifier.
2. Privacy and personal-data requests
Requests concerning access, correction, erasure, consent withdrawal or another applicable personal-data right can be sent to privacy@mardenrow.com.
We may need to verify your identity or authority before acting on a request. Some information may need to be retained where processing or retention is required or permitted by applicable law.
3. Organization-controlled information
Client, project, evidence and other workspace information may be controlled by the organization that submitted it to Marden Row. Where appropriate, a request concerning that information may need to be handled by the relevant organization administrator.
4. Consumer grievance timing
Where the Consumer Protection (E-Commerce) Rules apply to a complaint, we will acknowledge the consumer complaint within 48 hours and work to redress it within one month from receipt.
5. Security reports
Security vulnerabilities, suspected account compromise or other security concerns can be reported to security@mardenrow.com.
Do not include passwords, API keys, complete payment credentials or other authentication secrets in a report.
6. What happens after a request
We will review the request, may ask for information reasonably necessary to verify or investigate it, and will respond in accordance with applicable legal and contractual requirements.
7. Escalation
If you believe a response has not resolved your concern, reply to the existing correspondence and request escalation. Applicable statutory complaint or dispute mechanisms remain available where provided by law.