Support & Account Closure Policy

This policy explains how to get support for Lay-It-Down Wholesale (the "Service"), how to report a problem, and how account closure, organization closure, and personal-information deletion requests work. It works together with our Terms of Service, Privacy Policy, and Acceptable Use / Photo & Content Policy, all available at https://www.layitdownapp.com.

1. How to contact support

• Support email: support@layitdownapp.com
• Account closure and data deletion requests: support@layitdownapp.com, with instructions also published at https://www.layitdownapp.com/account-closure.html (this page)

Support is provided directly by our team. The Service is a private, verified wholesale workflow for a focused set of organizations, and support requests go straight to the people who operate it.

We aim to acknowledge support and privacy requests within a commercially reasonable period. Timing may vary based on request complexity, identity verification, security concerns, legal obligations, and the involvement of an organization administrator.

2. What you can contact support about

• Founding-access inquiries. Questions about requesting access for a dealer or wholesale buyer organization. Access requests are reviewed and verified; submitting a request does not create an account.
• Sign-in and account access. Help signing in, password and recovery help, and access problems.
• Account and roster changes. New user provisioning for an existing organization, deactivating a user who leaves the organization, and role or organization corrections. These requests must come from an authorized representative of the organization.
• Listing, photo, message, offer, and user concerns. Reporting content or conduct you believe violates the Terms of Service or the Acceptable Use / Photo & Content Policy. Include a description of the concern and where it appears.
• Privacy and data requests. Access, correction, deletion, and other privacy requests described in the Privacy Policy.
• Billing questions. Dealer subscriptions are billed outside the app under a separate agreement between the dealer organization and us. Billing questions are handled through support and answered under that agreement. The Service itself contains no in-app billing or checkout.
• Account closure and organization closure. Described in Sections 3 through 6 below.

When you write in, include: your name, your business email address on the account, your organization, and a clear description of the request. Do not send passwords, government IDs, driver's licenses, customer paperwork, financial documents, or other sensitive documents by ordinary email. If we need to verify identity or authority, we will tell you what we need and how to provide it safely.

3. Account closure: what it means

Accounts are provisioned by us for verified organizations; there is no public self-service signup. A closure or deletion request may begin by email or through the public request page, but we complete the request through a verified support process. Submitting an unauthenticated form by itself does not authorize us to close an account or disclose information. This process protects organizations against spoofed or malicious requests.

It is important to understand that closing access and deleting every record are different steps:

• Closing an account disables that user's access to the Service after the request is verified.
• Deleting personal information removes information about you, subject to the retention principles in the Privacy Policy.
• Some records are shared business records. A closed account's historical workflow activity — listings, offers, messages, and outcomes involving other organizations — is part of those organizations' business records and the Service's activity records. Those records may be retained under the Privacy Policy even after access is closed, along with records we must keep for legal, security, fraud-prevention, accounting, dispute, or enforcement purposes.
• We do not promise immediate or universal deletion of every record.

4. Request types

• Disable one user. A single user account loses access; the organization is otherwise unaffected. Requested by the user or an authorized representative of the organization.
• Remove a user's organization access. The user is removed from the organization's roster. Requested by an authorized representative of the organization.
• Deactivate an organization. All of the organization's accounts lose access. We determine the appropriate handling of open listings and threads as part of the verified wind-down, while preserving required activity records. Requested by an authorized representative of the organization. For dealer organizations, deactivation also interacts with the separate subscription agreement between the organization and us.
• Close a business relationship. A commercial wind-down handled with the organization under its agreement with us. Disabling Service access does not by itself cancel accrued fees or change the effective date of cancellation under an order form.
• Delete personal information. A request to delete personal information about you, honored subject to the Privacy Policy's retention principles and applicable law.

5. How the closure and deletion process works

1. Send the request to support@layitdownapp.com (or start from https://www.layitdownapp.com/account-closure.html, this page). State what you are asking for — for example, "close my account" or "close my account and delete my personal information" — and include your name, the business email on the account, and your organization.
2. Verification. We verify that the requester is the account holder or an authorized representative of the organization. Organization-wide actions require an authorized representative of that organization. We may decline or pause a request while verification is incomplete, or where we reasonably suspect fraud or a security problem.
3. Action. Once verified, we disable the requested access. For deletion requests, we take reasonable steps to delete or de-identify personal information that is eligible for deletion under the Privacy Policy from active systems and instruct relevant service providers to address corresponding data where reasonably applicable.
4. Backups. Data removed from active systems may persist in routine backups until those backups are overwritten in the ordinary course of our infrastructure providers' backup cycles, subject to restoration and legal-hold limitations.
5. Confirmation. We confirm to the requester when the request is complete. If categories of information were retained under a retention exception — for example, shared business records, security logs, or records we are legally required to keep — we will say so and identify the categories, unless the law prevents us from doing so.

6. Retention exceptions

Some information is retained even after closure or a deletion request, as described in the Privacy Policy, including where retention is reasonably necessary for: legal obligations; accounting and tax records; fraud prevention and security; resolving disputes; enforcing our agreements; documenting how closure and deletion requests were handled; and legal holds. Shared business records that belong to other organizations' activity records are retained under the same principles.

7. Fraud and security safeguards

To protect users and organizations, we apply safeguards to sensitive requests: identity verification for account-level requests, organization-authority verification for organization-level requests, and additional checks where a request looks unusual or a security concern exists. We may temporarily secure an account — for example, by suspending access — while we investigate a suspected compromise.

8. Appeals and escalation

If you believe a support decision, a closure decision, or a data-request outcome was mistaken, reply to our response or email support@layitdownapp.com and ask for the matter to be reviewed. Escalations are reviewed in good faith by our team. Where applicable law gives you a right to appeal a privacy-request decision, we will handle the appeal as the law requires and explain the outcome.

9. What support does not do

Consistent with the Terms of Service: support does not process payments between organizations, hold funds, transfer titles, arrange transport, inspect units, or resolve deal disputes between organizations. Disputes about a unit, offer, payment, title, pickup, or deal completion are between the dealer organization and the buyer organization. We may review activity records and take platform-level action — such as content removal or suspension — where the Terms of Service were violated.

10. Contact