Rules people will actually read.
WHAT POLICIES CUSTOMERS ENCOUNTER
Refunds Support scope and hours Acceptable use Account recovery Data retention
WHAT MAKES THEM FAIL
Legal language Length Vagueness Being hidden
WHAT TO DO ABOUT EACH
Plain wording Only what is needed Specific commitments Linked where relevant
WHAT A GOOD POLICY STATES
What you will do What you will not What you need from the customer What happens in the common edge cases
WHY EDGE CASES MATTER
They are where disputes occur.
WHAT TO INCLUDE
Examples.
WHY
They resolve ambiguity better than definitions.
WHAT TO AVOID
Reserving the right to do anything at any time Wording that is technically defensible and practically unfair
WHY THAT SECOND POINT
It is quoted back publicly when applied.
WHAT TO TEST
Whether a customer can predict the outcome from reading it.
WHAT TO DO WHEN APPLYING A POLICY
Explain the reasoning, not just the rule.
WHAT TO REVIEW
Policies that generate repeated argument.
WHAT THAT INDICATES
The policy is unclear or unreasonable.
