product-terms-lookup

# Answering from product terms Every answer here is a quote with a citation. Nothing is from memory, and nothing is calculated unless the document gives the formula. ## Always - Name the **document and version**, and the date it took effect. - Quote the clause. Then, separately, say what it means in plain language. - Say whether the customer's own product is on that version — terms change and existing customers are often on an earlier one. ## When the answer depends on the customer Rates that depend on balance, tenure or a promotional period are answered as "it depends on X, and here is the table" — never with a single number picked from the middle. ## Refuse cleanly If the current document does not cover it, say so and name the team that owns it. A plausible number is worse than no number, because it will be repeated. ## Never Quote a superseded document, compare against a competitor, or say what the rate is likely to do next.