Digital Product Support & Retention Policy

Introduction

This policy provides customers of "Souf at School" with clear, transparent guidelines on how to access support, understand purchase verification, and know their rights regarding our product guarantees and data retention practices. Our goal is to ensure a fair, consistent, and positive customer experience by clarifying the processes and commitments that govern our handcrafted digital products.

1. The Token System: Your Proof of Purchase & License Key

A reliable purchase verification system is essential for providing timely and effective customer support for digital products. The "Token System" is designed to be a simple yet secure method for customers to prove ownership, enabling swift support and file replacement while protecting the intellectual property of our handcrafted educational materials.

1.1. Definition of a "Token" A "Token" is the unique and inseparable combination of the Order IDgenerated at the time of purchase and the Purchaser’s Email Address used to complete the transaction. This combination serves as your exclusive proof of ownership.

1.2. Purpose and Functionality The Token serves two primary functions:

Digital Proof of Purchase: It is the official record required to validate any support request, including claims under our replacement guarantee.

License Key: It acts as the key that grants the right to use the digital product according to the terms of the license you purchased and to claim any guarantees associated with it.

1.3. User Security Responsibility As the purchaser, you are responsible for maintaining the confidentiality of your Token. Please treat this information with care. Sharing your Token (the Order ID and Email combination) is equivalent to sharing your product license, an action that is strictly prohibited under our terms of service and undermines the intellectual property of our work.

This Token is the key to unlocking the primary benefit designed to give you peace of mind: our replacement guarantee.

2. The "24-Month Fresh File Guarantee"

In a digital world, we understand that accidents like computer crashes, accidental deletions, or simple file misplacement can happen. This guarantee is our commitment to providing peace of mind for the parents and educators who invest in our products, ensuring that your digital resources remain accessible when you need them.

2.1. The Promise For a period of 24 months from the original date of purchase , Souf at School guarantees the availability of a fresh download link for customers who lose their local copy of a purchased digital file.

2.2. The Redemption Mechanism To claim a replacement file under this guarantee, please email our support team. In your request, you must provide your valid "Token" (your original Order ID and the Purchaser's Email). Our team will use this Token to verify your purchase and issue a new, secure download link.

2.3. Scope and Limitation This guarantee is active for exactly 24 months from your purchase date. After this period expires, the guarantee is considered fulfilled. The company is no longer obligated to store or provide replacement files for that specific order.

To deliver on this guarantee, we must maintain specific data for a set period, a practice governed by our data retention policy.

3. Data Retention: Fulfilling Our Guarantee

This section provides transparency on why specific customer data is retained, demonstrating our commitment to both exceptional customer service and fundamental data privacy principles, including data minimization as required by regulations like GDPR. Our data retention strategy is designed with a clear purpose: to fulfill our promises to you.

3.1. Retention Policy for Guarantee Fulfillment To honor the "24-Month Fresh File Guarantee," we retain the "Token" data (which includes your name, email, and order details) for a minimum of 24 months. This practice is directly linked to our service commitment. The legal bases for this data processing are:

Contractual Necessity: We must process this data to fulfill the terms of our purchase agreement with you, which includes the 24-month guarantee.

Legitimate Interest: Retaining this data allows us to provide a valuable customer service feature that enhances the product experience and provides you with security against data loss.

3.2. Post-Guarantee Data Lifecycle Once the 24-month guarantee period expires, or after any longer period we are required by law to keep records for tax purposes, inactive customer data enters the final stage of its lifecycle. In accordance with our main company Privacy Policy, this data is either securely archived or fully anonymized to remove personal identifiers.

This careful management of data enables us to provide clear and reliable customer support during defined service hours.

4. Service Level Agreement (SLA) & Availability

To ensure clarity and manage expectations, this section defines our expected response times and acknowledges the operational realities of a small, independent business. We believe in fostering a relationship of mutual respect between creator and customer.

4.1. Target Response Time Our commitment to you is clear and realistic:

4.2. The "Solopreneur" Clause Souf at School is an independent, handcrafted business dedicated to creating high-quality educational content. Our support is managed personally and is not staffed 24/7. Consequently, response times may be slower during weekends, public holidays, and announced periods of personal leave (such as when the creator's nephew is visiting for the holidays). We appreciate your patience and understanding.

Knowing when to expect a response is the first step; the next is understanding what our support covers.

5. Scope of Technical Support

Defining the scope of our technical support is crucial for efficiency and effectiveness. This section delineates clear boundaries, ensuring our team can expertly resolve issues within our control while empowering you to seek the correct assistance for matters outside our scope, such as issues with your personal hardware or software.

● 5.1. Support Services Included Our technical support team is here to help with the following issues:

● Download Link Issues: We will troubleshoot and replace broken or expired download links for verified purchases within the 24-month guarantee period.

● File Corruption: If a downloaded file is corrupted or fails to open due to a file-level error, we will provide a fresh, verified copy.

● Billing Discrepancies: Our team will assist with questions related to payment errors, duplicate charges, or other transaction-related inquiries.

● 5.2. Support Services Excluded To ensure we provide the best possible service for relevant issues, the following areas fall outside the scope of our technical support:

● Printing and Technical Issues: Our digital files are optimized for A4 Portrait format. While you are free to scale files to other sizes (e.g., US Letter, A3), you are solely responsible for any resulting quality loss, pixelation, or margin cutoffs caused by your printer settings. Furthermore, color accuracy may vary depending on your specific monitor, printer, ink, and paper quality; we are not responsible for these variations.

● Personal Device and Hardware Support: We cannot troubleshoot issues with a customer's personal printer, computer, or other devices. This includes problems with ink levels, paper jams, driver settings, or general hardware malfunctions.

● Third-Party Software Training: We do not provide tutorials or support for using standard software applications like Adobe Acrobat Reader, nor do we offer general guidance on computer file management or organization.

● Pedagogical or Content Customization: Our support does not include custom edits, modifications, or personalization of the curriculum content to fit individual pedagogical needs or preferences.Just as our support has a defined scope, so does the evolution of our product content.

6. Product Updates vs. New Editions

As we continue to develop and refine our educational materials, it is important to clarify how content changes are categorized. This final section ensures customers understand the difference between a minor correction, which is provided free of charge, and a major new product release that represents a new purchase.

● 6.1. Minor Updates Minor updates consist of corrections and small refinements to an existing product edition. This includes fixing typos, resolving formatting glitches, or correcting other minor errors. Corrected files are provided free of charge to all verified Token holders who have purchased that specific product edition.

● 6.2. Major Revisions & New Editions Products that have been substantially rewritten, expanded with significant new content, or redesigned are considered new products. These are often designated as a "Version 2.0" or a new edition. The purchase of a previous edition does not entitle a customer to a free copy of a future new edition, which must be purchased separately.