Contact and Grievance Redressal

⚠Checklist: everything you must fill in before publishing

Working material — delete this whole section before go-live. It is not addressed to visitors and does not belong on the published page.

Every [[PLACEHOLDER: ...]] in these four files must be replaced with a real value or deleted. Nothing in them was invented. There are 36 distinct values below, plus three jobs at the end that are not placeholders. Work down this list; the files column tells you where each one appears (P = privacy, T = terms, R = refunds, C = contact).

Identity and contact — needed for all four documents

• product name — currently "Longhand" / product name — P, T, R, C
• website domain — P, T, R, C
• legal entity name — P, T, R, C
• legal entity type — e.g. sole proprietorship, private limited company — P, C
• registered business address — P, C
• general contact email address — T, C
• privacy contact email address — P, C
• grievance officer name or role — P, R, C
• grievance contact email address — P, R, C
• refunds/support email address — R, C
• phone number, if you publish one — C
• support hours and timezone — C
• GST registration number, if registered — C
• grievance response time in days — P, C
• date (last-updated date, same on all four) — P, T, R, C

Law and jurisdiction

• governing law jurisdiction — e.g. India — T
• city and state whose courts have exclusive jurisdiction — T
• nominal liability cap amount and currency, e.g. INR 1,000 — T
• confirm with counsel whether a GDPR Article 27 EU representative is required — P
• confirm the licence terms of each font used (Google Fonts; most are SIL OFL — verify each family actually shipped) — T

Analytics and privacy settings

The Site sets no cookies unless the visitor allows them, and the only service that would set one is Google Analytics behind the consent banner, so there is no consent banner to name and no analytics account settings to confirm. Two values remain:

• Cloudflare Web Analytics retention period as shown in your dashboard — P
• how long support emails are kept — P

Payments and refunds — only needed once you start charging

• payment processor name (appears in P, T, R) — pick one and use the same name everywhere
• link to the chosen processor's privacy policy — P
• statutory record-retention period under Indian tax law, per your accountant — P
• exactly what the paid tier unlocks — R
• price and currency — R
• refund window, e.g. 7 days (appears twice) — R
• decide and state whether "changed my mind" refunds are unconditional within the window — R
• any other support route, e.g. a contact form URL — or delete this line — R
• acknowledgement time, e.g. 2 business days — R
• decision time, e.g. 5 business days — R
• initiation time, e.g. 3 business days — R
• settlement time, e.g. 5–10 business days — R
• state whether the refund is of the exact amount charged, and who bears any currency-conversion difference or bank charge — R
• confirm whether the checkout asks EU/UK buyers to consent to immediate delivery and waive the 14-day withdrawal right — R

Three things to do that are not placeholders

• Set ANALYTICS.cfToken in longhand.html before publishing. Until it has a value, no analytics runs at all and the Privacy Policy describes a service that is not actually loading. Either set the token or delete the analytics section.
• Delete the “Status: nothing is sold yet” paragraph in the Refunds Policy on the day payments go live.
• Update the Google Fonts section in the Privacy Policy. DONE 2026-10-06: fonts are now self-hosted and the section says so. Was: once fonts are self-hosted, and change the date.