Design and length of terms of services, privacy policies or contracts are always never ending topics in the service industry.
Lots of effort is made in every organization to design the contract in a way that it covers legally the company in all circumstances. On the other hand: how much effort is made to make it easily understandable for the customer?
We should clearly understand that the contract or the terms of service is also a touch-point between the company and the customer.
Our goal should be to give an easy to understand as short as possible document for the customer in order to avoid bad profit and extra call center calls.
They placed on the left hand side chapter by chapter the legally binding hard stuff and on the right hand side they give an easy to understand explanation to it.
This is one good example how to solve the problem, but will come back to this topic with other examples & principles soon.