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d. Subscriber requests for repairs shall be performed within thirty-six (36) <br /> hours of the request unless conditions beyond the control of Grantee <br /> prevent such performance. Grantee may schedule appointments for <br /> Installations and other service call either at a specific time or, at a <br /> maximum, during a four hour time block during normal business hours. <br /> Grantee may also schedule service calls outside normal business hours for <br /> the convenience of customers. Grantee shall use its best efforts to not <br /> cancel an appointment with a customer after the close of business on the <br /> business day prior to the scheduled appointment. If the installer or <br /> technician is late and will not meet the specified appointment time, he/she <br /> must use his/her best efforts to contact the customer and reschedule the <br /> appointment at the sole convenience of the customer. Service call <br /> appointments must be met in a manner consistent with FCC standards. <br /> 5. Subscriber Contracts. Grantee shall file with City any standard form Subscriber <br /> contract utilized by Grantee. If no such written contract exists, Grantee shall file <br /> with the City a document completely and concisely stating the length and terms of <br /> the Subscriber contract offered to customers. The length and terms of any <br /> Subscriber contract(s) shall be available for public inspection during normal <br /> business hours. <br /> 6. Refund Policy. In the event a Subscriber establishes or terminates service and <br /> receives less than a full month's service, Grantee shall prorate the monthly rate on <br /> the basis of the number of days in the period for which service was rendered to the <br /> number of days in the billing. <br /> 7. Late Fees. Fees for the late payment of bills shall not be assessed until after the <br /> service has been fully provided and, as of the due date of the bill notifying <br /> Subscriber of an unpaid balance, the bill remains unpaid. Late Fees may not <br /> exceed the actual costs to Grantee of late payment of bills and the servicing and <br /> collecting of such accounts. <br /> 8. Office Policy. Grantee shall maintain a location in City or the Franchise territory <br /> encompassing any joint regulatory body of which City is a Member for receiving <br /> Subscriber inquiries and bill payments. The location must be staffed by a person <br /> capable of receiving inquiries and bill payments. In addition, Grantee shall <br /> maintain a local drop box for receiving Subscriber payments after hours. <br /> 16 <br />