Grievance Procedure

Customer & Stakeholder Grievance Policy

Purpose
Backyard Beans Coffee Co. is committed to operating with transparency, integrity, and accountability. This Grievance Policy establishes a structured process for customers and stakeholders to raise concerns. This policy is intended to provide a good-faith internal review process and does not create contractual rights, legal obligations beyond those required by law, or guarantee a specific outcome.

Scope & Grounds for Accepting a Grievance

We will review grievances related to:

• Product quality or safety concerns

• Customer service experiences

• Employee conduct

• Ethical standards or compliance with company policies

• Social or environmental commitments

• Supply chain or sourcing representations

• Alleged actions inconsistent with our stated values or public commitments

To qualify as a formal grievance under this policy, the submission must:

• Be made in good faith

• Include sufficient detail to allow for review

• Relate to Backyard Beans Coffee Co.’s operations or business activities

We reserve the right to decline grievances that are incomplete, outside the scope of our operations, previously resolved, knowingly false, or submitted for improper purposes.

Grievance Process & Targeted Timelines

Step 1: Submission
Grievances may be submitted through our customer feedback form, the “contact us” form found at Backyardbeans.com, or by emailed hello@backyardbeans.com

Step 2: Acknowledgment (Within 5 Business Days)
We will acknowledge receipt within five (5) business days.

Step 3: Initial Review (Within 10 Business Days of Receipt)
We will determine whether the issue qualifies as a formal grievance under this policy. The complainant will be notified whether:

• The matter has been accepted for review, or

• The issue does not meet grievance criteria

Acceptance for review does not constitute an admission of fault, liability, or wrongdoing.

Step 4: Investigation & Communication
If accepted, we will:

• Assign appropriate personnel to review the matter

• Gather relevant information as reasonably available

• Establish a projected resolution timeframe

• Provide updates as appropriate based on the nature of the concern

While we aim to resolve most grievances within thirty (30) business days, timelines may vary depending on complexity, availability of information, and external factors. We reserve the right to extend review timelines as reasonably necessary.

Step 5: Resolution & Closure
At the conclusion of the review, we will provide written notice of:

• The outcome of the review

• Any corrective actions taken, if applicable

• Confirmation that the matter is considered closed

Resolutions may include operational adjustments, clarification of policies, training, supplier engagement, or other appropriate actions. We are not obligated to disclose confidential, personnel, proprietary, or legally protected information.

Resolution Facilitation

All grievances are reviewed in good faith, with an emphasis on fairness, objectivity, and alignment with our policies and values. Resolution decisions are made at the company’s discretion based on the information available at the time of review.

Nothing in this policy limits the company’s legal rights, remedies, defenses, or obligations under applicable law.

Confidentiality & Non-Retaliation

We prohibit retaliation against any individual who submits a grievance in good faith. Concerns will be handled respectfully and, where appropriate, confidentially. However, confidentiality cannot be guaranteed where disclosure is required to conduct a fair review, comply with legal obligations, or protect the rights and safety of others.

Policy Limitations

This Grievance Policy:

• Does not create contractual, employment, or third-party beneficiary rights

• Does not replace or limit any legal rights or regulatory reporting channels

• May be modified, suspended, or discontinued by Backyard Beans Coffee Co. at any time

Backyard Beans Coffee Co. remains committed to listening, learning, and continuous improvement while protecting the integrity and legal standing of the business.

Questions about the Grievance Procedure should be sent to us at hello@backyardbeans.com.

Our contact information is posted below:

hello@backyardbeans.com
408 W. Main Street
Lansdale, PA 19446
Business Registration No. 46-2822808
PA Sales Tax ID #85-991 564