CUSTOMER SERVICE


Thank you for being a member of The Glass Files!


Thousands of work hours have gone into making your experience as pleasant, useful, and satisfying as we ourselves would want it to be.


In the event you have questions or concerns, definitely email us at customerservice@theglassfiles.com


For in-depth issues, particularly concerning errors in payment transactions, you can also call us at +1-929-320-0005.






CUSTOMER ACCOUNTS


Registering for a Personal account at The Glass Files is currently free.


Once you're a member, you can choose to 'Create a Family.' A Family is a private member group that you manage and control access to.


Having a Family enables you to invite Family members, designate members of your Family as Historians, manage all Family members, and manage Family media items.


Having a Family account also enables collaboration on identifying and describing items with your entire Family, and gives you complete control over which Family media items are shared with the Glass Files Community, and which media items are shared with the World (ie the public at large on the Internet).


Much like in real life, having a Family account requires you to pay a monthly fee. The earlier you create a Family, the lower your monthly fee will be.


The fee is currently $2 per month for members creating a Family through the web site, and $3 per month for members creating a Family through the mobile app.



PAYMENT METHODS


We accept all major credit cards: Visa, MasterCard, American Express, and Discover.



SUBSCRIPTIONS AND CANCELLATIONS


All sales of The Glass Files Family Service are non-refundable and cannot be returned.


When you click on the ‘Create family’ button, you agree that your credit card will be charged $2.00 or $3.00 every month (depending on the device you use to Create your Family), until you delete the Family you are creating.


Creating a Family is a Paid Subscription referred to as "The Glass Files Family Service" (premium service) and can be purchased either by (1) paying a monthly subscription fee; or (2) a pre-payment option giving you access to the The Glass Files Family Service for a specific time period (“Pre-Paid Period”). If you have purchased a Paid Subscription using a Code, your Paid Subscription will automatically terminate at the end of the Pre-Paid Period, or when there is an insufficient pre-paid balance to pay for the Service.


When you register for a Paid Subscription, Trial, or Code online, you consent to get access to The Glass Files Family Service immediately.


Unless your Paid Subscription has been purchased as a Pre-Paid Period, your payment to The Glass Files will automatically renew at the end of the subscription period, unless you cancel your Paid Subscription before the end of the current subscription period by e-mailing customerservice@theglassfiles.com


The cancellation will take effect the day after the last day of the current subscription period. You will lose access to The Glass Files Family Service for the Family account you select to cancel, but you will retain your membership to The Glass Files.


The Glass Files may from time to time change the price for the Paid Subscriptions, Pre-Paid Period (for periods not yet paid for), or Codes, and we will communicate any price changes to you in advance and, if applicable, how to accept those changes.


Price changes for Paid Subscriptions will take effect at the start of the next subscription period following the date of the price change. As permitted by local law, you accept the new price by continuing to use The Glass Files Family Service after the price change takes effect. If you do not agree with the price changes, you have the right to reject the change by unsubscribing from the The Glass Files Family Service prior to the price change going into effect.


PLEASE THEREFORE MAKE SURE YOU READ ANY SUCH NOTIFICATION OF PRICE CHANGES CAREFULLY.



VISIT THE GLASS FILES IN PERSON


We're always happy to meet our members in person! If you couldn't attend one of our seminars or member events, you can always stop by for a visit of our offices and studios in The Bronx, NY, USA.


Our address is:

The Glass Files
208 Rider Avenue
Bronx, NY 10451
USA

Hope to see you here!



FREQUENTLY ASKED QUESTIONS (FAQ)


How do i find out how other Family members and members of The Glass Files are interacting with my media items?

You must be logged in to find out this information. Once logged in, scroll down to the footer at the bottom of the page, and click on 'Notifications'.
This page gives you a historical record of many actions taken by you, by other Family members, and by members of The Glass Files.

How do i manage my Personal account?

You must be logged in to manage your Personal account. Once logged in, click on 'Manage' in the main navigation, then click on 'MANAGE ACCOUNTS' in the subnavigation.
From this page you can change your name, your town, your email address, and your password.

How do i manage my Family account?

If you own a Family account, you must be logged in to manage it. Once logged in, click on 'Manage' in the main navigation, then click on 'MANAGE ACCOUNTS' in the subnavigation. Find the name of the Family you're managing, and click on the profile picture.
From this page you can change the name and town of your Family, as well as update your credit card information when necessary.


This Customer service policy is effective September 1, 2016.