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. Grantee may also schedule service calls outside normal business hours for the convenience of customers. Grantee shall use its best efforts to not cancel an appointment with a customer after tl1e close of business on the business day prior to the scheduled appointment. If the installer or technician is late and will not meet the specified appointment time, he/she must use his/her best efforts to contact the customer and reschedule the appointment at the sole convenience of the customer. Service call appointments must be met in a manner consistent with FCC standards. 5. Subscriber Contracts. Grantee shall file with City any standard form Subscriber contract utilized by Grantee. If no such written contract exists, Grantee shall file with the City a document completely and concisely stating the lengtl1 and terms of the Subscriber contract offered to customers. The length and terms of any Subscriber contract(s) shall be available for public inspection during normal business hours. 6. Refund Policy. In the event a Subscriber establishes or terminates service and receives less tl1an a full month's service, Grantee shall prorate tl1e monthly rate on tl1e basis of tl1e number of days in tl1e period for which service was rendered to the number of days in the billing. . 7. Late Fees. Fees for the late payment of bills shall not be assessed until after the service has been fully provided and, as of the due date of the bill notifying Subscriber of an unpaid balance, the bill remains unpaid. Late Fees may not exceed the actual costs to Grantee of late payment of bills and the servicing and collecting of such accounts. 8. Office Po1icv. Grantee shall maintain a location in City or tl1e Franchise territory encompassing any joint regulatory body of which City is a Member for receiving Subscriber inquiries and bill payments. The location must be staffed by a person capable of receiving inquiries and bill payments. In addition, Grantee shall maintain a local drop box for receiving Subscriber payments after hours. SECTION 6. ACCESS CHANNEL(S) PROVISIONS 1. Public Educational and Government Access. a. City or its designee is hereby designated to operate, administer, promote, and manage access (public, education, and government progran1lliing) (hereinafter "PEG access") progran1lliing on tl1e Cable System. . b. Grantee shall dedicate 12 channel(s) for PEG access and community programming use in accordance with tl1e Proposal. All residential 16 I