Accessible Customer Service Plan

Rakuten Kobo Inc. is committed to providing the highest standard of customer service to all customers including people with disabilities.

Assistive devices

We will ensure that our customer care professionals are trained and familiar with various assistive technologies we provide that may be used by customers with disabilities.

Communication

We will communicate with customers with disabilities in a manner that takes into account their disability.

Service animals

While our office is not open to the general public, people with disabilities and their service animals are welcome in the event the customer found it necessary to be on our premises for customer assistance.

Notice of temporary disruption

Rakuten Kobo will post planned or unexpected service disruptions on the website that may affect customers.

Training

Rakuten Kobo will provide training to employees who deal with the public and/or are involved in the development of policies, plans, practices and procedures related to the provision of our products and services to people with disabilities.

Feedback process

Customers can provide feedback to Rakuten Kobo by email, telephone and open forum. All feedback, including complaints, will be reviewed and directed to the appropriate party, who will follow up with the customer.

Notice of availability

Rakuten Kobo has made this policy available online.

Modifications to this or other policies

Any Rakuten Kobo policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.