Under what conditions can City Publications discontinue telephone or email support?
City_Publications Franchise · 2025 FDDAnswer from 2025 FDD Document
Be available by telephone, or email to discuss any problem and to render advice and guidance with respect to planning, opening and operation of the Franchised Business and other aspects of the System during normal business hours. We do not charge for these services, however, we retain the right to discontinue this service should you, in our discretion, be deemed to be utilizing this service too frequently or in an unintended manner. (Section 15.A)
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 19–24)
What This Means (2025 FDD)
According to City Publications's 2025 Franchise Disclosure Document, City Publications will be available by telephone or email during normal business hours to discuss problems and offer advice regarding the planning, opening, and operation of the franchised business. These services are provided at no charge to the franchisee.
However, City Publications retains the right to discontinue telephone and email support if, in their discretion, the franchisee is deemed to be utilizing the service too frequently or in an unintended manner. This means that while City Publications offers ongoing support, franchisees should use it judiciously and for its intended purpose to avoid the risk of losing this support.
This clause gives City Publications broad discretion to determine what constitutes "too frequently" or an "unintended manner." A prospective franchisee should seek clarification from City Publications on what specific behaviors or usage patterns could lead to a discontinuation of support to fully understand the conditions under which this might occur.