1. Purpose & Guiding Vision

At The Justice Center, public interactions and other forms of customer service are not transactional. To the best of our ability, public interactions shall be pastoral, educational, and honest. We view every interaction is an opportunity to embody dignity, hospitality, intellectual integrity, and care. ​We commit to serving all learners, partners, donors, and community members with compassion, clarity, and accountability.​

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2. Response Time, Tone, and Accessibility

• Email inquiries: 48-72 hours

• Phone/voicemail responses: 48 hours (2 business days)

• Social media messages: 72 hours

• Urgent issues (billing, access problems): same-day response when possible

• JCSTS commits to non-defensive and solution-oriented interactions.

• JCSTS commits to providing materials in accessible formats when requested.

• JCSTS commits to the use of inclusive language across all communications.

• JCSTS commits to offering technical support for online learning platforms.

• JCSTS shall be attentive to varying levels of digital literacy.

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3. Learner Support Commitments

The Justice Center shall:

• Provide clear instructions for course access.

• Ensure prompt support for login or access issues.

• Respond to course-related inquiries within 72 hours or less.

• Facilitate connection to instructors when needed.

• Provide guidance on assignments, navigation, and expectations.

• Issue certificates within 5–7 business days of completion (when applicable).

• Provide verification letters upon request.

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4. Refund & Cancellation Policy

• At this time, The Justice Center is not able to offer refunds for programs and events. Before registering for any event, please carefully assess your availability and capacity to engage the program fully from beginning to end. Partial credit or program transfer may be available in some circumstances. Requests will be considered on a case by case basis. 

• For merchandise, full refund is available within 7 days of purchase. After 7 days, refunds will be considered on a case-by-case basis

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5. Complaint Resolution Process

The Justice Center welcomes feedback as part of our commitment to growth and justice. We will acknowledge complaints within 48 hours. We will gather relevant details respectfully and without bias. We will offer a clear resolution within seven (7) business days. We will ensure that the individual feels heard and respected. We will document the complaint, the resolution, or other outcome.

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6. Privacy & Confidentiality

The Justice Center is committed to protecting personal information. We store personal information securely and do not share personal information without consent. The Justice Center complies with applicable data protection laws.

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​7. Continual Improvement

The Justice Center commits to regularly reviewing service feedback, conducting annual customer experience assessments, training staff in cultural competency and service delivery. The Justice Center welcome feedback about its programs as a means toward improving program effectiveness and relevance. 

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