Customer Service - Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS:

IS MY PERSONAL INFORMATION SAFE WITH YOU?

I'M HAVING TROUBLE JOINING WITH MY CREDIT CARD.

MY USERNAME/PASSWORD IS NOT WORKING.

HOW DO I CANCEL MY MEMBERSHIP?

HOW OFTEN AM I BILLED?

HOW WILL THE TRANSACTION APPEAR ON MY CREDIT STATEMENT?

CAN I JOIN IF I DON'T HAVE A CREDIT CARD?

REFUND AND CREDIT POLICY:

I WANT TO PURCHASE YOUR VIDEOS - HOW DOES MY MEMBERSHIP WORK IN THIS RESPECT?

CLUB RENEE IS AN AUTOMATIC RENEWAL CLUB - this means that your membership will automatically renew according to the membership you selected.  We do this as a courtesy to the majority of members who would prefer the worry-free continuation of their memberships.   You must notify us IN WRITING that you wish to cancel your membership.  Please read below on how to cancel membership.

IS MY PERSONAL INFORMATION SAFE WITH YOU?

   *Absolutely.  We DO NOT provide your personal information to anyone for any reason - EVER.  We also do not send unsolicited email so you have nothing to fear from doing business with us.  We have been online and transacting since 1995.

I'M HAVING TROUBLE JOINING WITH MY CREDIT CARD.

   *We occassionally experience networking problems with international credit cards.  This is beyond our control BUT you can bypass the online membership form by writing to my webmaster HERE or writing to me HERE for further information.

MY USERNAME/PASSWORD IS NOT WORKING.

   *Make sure you are entering your username and password EXACTLY as you specified when joining.  THEY ARE CASE SENSITIVE!! (example:  John or john or JOHN)

   * Has your membership expired?  Did you cancel your membership?  If you are uncertain - please write the webmaster HERE and let him know the details of the situation and your membership status can be verified.

   * We have a password protection program that runs automatically - it monitors log-ins for excessive violations (caused by password hacks or illegal sharing of passwords).  Your password may have been disabled - you will need to write the webmaster HERE - notify him of your problem (make sure you tell him Club Renee and your USERNAME)

PLEASE ALERT US IMMEDIATELY IF YOU EXPERIENCE DIFFICULTY IN ACCESSING THE CLUB.  We will not be held responsible for charges applied when we have not been alerted to the problem.

CLUB RENEE RESERVES THE RIGHT TO MONITOR LOGINS FOR PASSWORD VIOLATIONS.

HOW DO I CANCEL MY MEMBERSHIP?

   *click HERE for the cancellation form.  Please fill it in as completely as possible - if you do not know your receipt number - please leave it blank BUT make sure you include an email address in case we need to contact you to verify information.  OR email my webmaster HERE and be sure to tell him you are cancelling CLUB RENEE and also notify him of your Name and Username.

HOW OFTEN AM I BILLED?

   *Your membership is rebilled according to the term you selected - either in 30, 90 or 365 day increments.

HOW WILL THE TRANSACTION APPEAR ON MY CREDIT STATEMENT?

   * We bill very discreetly to protect your privacy.  Your card statement will be billed for the membership amount under the name "National Resource Group"  if you use Mastercard/Visa OR "PFC or Physicians First Choice" if you are using American Express.

CAN I JOIN IF I DON'T HAVE A CREDIT CARD?

   *Yes you can.  I offer many alternative ways to join Club Renee.  You can join by phone - click here for 900 service.  You can also join by snail mail - click here for SNAIL MAIL - remit payment as directed - we advise caution when sending cash - please double-wrap it before inserting in envelope.  We are not responsible for lost or stolen mail.

REFUND AND CREDIT POLICY:

   *Absolutely NO REFUNDS are available.  I have heard every story from "my dog clicked the join" button to "i couldn't find this one picture in your club" - sorry, those and others aren't acceptable.  If you have accessed the club -you are responsible for the membership fee.  Also please do NOT use anyone elses  credit card but your own.  It just doesn't sit well with your wife, girlfriend, mother or father when they get the credit card statement and call us to find out what the charge is for - relationship counseling is not part of the package.

   * Credits will be reviewed on a case to case basis.  Don't forget that we monitor club log-in reports on a daily basis.

I WANT TO PURCHASE YOUR VIDEOS - HOW DOES MY MEMBERSHIP WORK IN THIS RESPECT?

   * You can purchase the videos using either the online shopping cart method or sending the snail mail order form.  If you use the shopping cart system - please make a note in the comment field of the order form that states "CLUB RENEE MEMBER" and we will manually run your club discount - there is no way around this because we have to manually verify that you are a current member.  If using the snail mail alternative - please account for your discount before sending payment.

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