HELP & FAQ.

How to report an accessibility problem, ask us to delete your information, or take back a permission you gave us, and where to go if you’re not satisfied.

THE FASTEST WAY TO REACH US

Call (843) 531-1125 or email team@myvetnation.org. A real person on our team reads every request. Put one of these words in the subject line so it reaches the right person quickly: Accessibility, Delete my information, Withdraw consent, Privacy request or Appeal.

You can also write to us at Vet Nation, 700 Nexton Square Drive, PMB 17457429, Summerville, SC 29486.

In crisis? Don’t wait for us.

Call the Veterans Crisis Line: dial 988, then press 1. You can also text 838255 or chat at VeteransCrisisLine.net. If you are in immediate danger, call 911.

REPORT AN ACCESSIBILITY PROBLEM

How do I report something on the site that doesn’t work for me?

Call (843) 531-1125 or email team@myvetnation.org with Accessibility in the subject line. It helps to tell us:

the page you were on, or its web address
what you were trying to do and what went wrong
the device and browser you use, and any assistive technology, such as a screen reader, magnifier or voice control

You don’t need technical words. “I couldn’t finish the donation form with my screen reader” is enough.

What happens after I report it?

A person on our team replies within 72 hours. First we help you finish what you came to do, by phone or email if needed. Then we fix the problem on the site and let you know when it’s done.

Can I get information in another format?

Yes, at no cost. Ask for any page or document in large print, plain text or another accessible format, or ask us to go through it with you over the phone.

IF AN ACCESSIBILITY PROBLEM ISN’T RESOLVED

What if I’m not happy with how we handled it?

Reply to our message with Appeal in the subject line, or call us. A Vet Nation leader who was not part of the first response will review it and answer you in writing within 10 business days.

Can I file a complaint with the government?

Yes, at any time. You don’t have to contact us first. The U.S. Department of Justice accepts complaints about disability access under the Americans with Disabilities Act (ADA):

Online: file a report with the Civil Rights Division
By phone, for questions and help: the ADA Information Line at 800-514-0301 (voice) or 1-833-610-1264 (TTY)
By mail: U.S. Department of Justice, Civil Rights Division, 950 Pennsylvania Avenue NW, Washington, DC 20530

If your concern involves a program paid for by a federal grant, you can also contact the civil rights office of the federal agency that funds it. You can learn more about your rights at ADA.gov.

DELETE MY INFORMATION

How do I ask you to delete my information?

Email team@myvetnation.org with Delete my information in the subject line, or call (843) 531-1125. Tell us your name, the email address or phone number you used with us, and whether you want everything deleted or only certain things, such as a form you sent or a story you shared.

What happens next?

We confirm we received your request within 10 business days. We may ask you to confirm it’s really you, usually by replying from the same email address, so no one else can delete or see your information. We finish within 45 days and tell you what we deleted. If we need more time, we’ll tell you why.

Is there anything you can’t delete?

We delete or de-identify your information everywhere we keep it, including our contact system (Salesforce), member accounts and email lists. The law requires us to keep some donation records, such as the amount and date of a gift, for a set time; we’ll tell you if that applies to you. We keep a short note that you asked to be removed so we don’t contact you again by mistake.

Can someone else ask for me?

Yes. An authorized agent, family member or caregiver can make the request for you. We’ll ask for your signed permission or a power of attorney, and we may ask you to confirm the request.

WITHDRAW CONSENT OR REVOKE AUTHORIZATION

You can take back any permission you gave us, at any time, at no cost. Doing so never affects the help you get from us.

How do I stop emails?

Select “unsubscribe” at the bottom of any email from us, or email team@myvetnation.org with Withdraw consent in the subject line. We stop within 10 business days.

How do I stop text messages?

If you get text messages from us, reply STOP to any of them.

How do I change my cookie choices?

Select the privacy settings button (the fingerprint icon) at the bottom of any page, then turn off the cookies you don’t want. You can also clear cookies in your browser’s settings. Essential cookies that keep the site secure and working can’t be turned off.

How do I take back permission to use my story, photo or video?

Email us with Withdraw consent in the subject line and tell us what you shared. Within 10 business days we take it off our website and social media accounts and stop using it in anything new. We can’t recall printed materials already handed out, but we won’t use them again.

How do I stop a monthly gift?

Call (843) 531-1125 or email us. We cancel it and confirm in writing.

How do I cancel someone’s permission to act for me, or close my member account?

Tell us in writing; email is fine. Once we confirm the request came from you, we stop working with that person on your behalf, or close the account.

SEE, CORRECT OR GET A COPY OF YOUR INFORMATION

Email team@myvetnation.org with Privacy request in the subject line. Within 45 days we send you a copy of the information we have about you in a common, easy-to-open format, or correct anything that’s wrong. Our Privacy Notice explains what we collect and why.

IF WE SAY NO, OR YOU’RE NOT SATISFIED

If we can’t do what you asked, we’ll explain why in writing. To appeal, reply with Appeal in the subject line. Someone who did not make the first decision will review it and answer you in writing within 45 days.

If you still disagree, you can contact the attorney general’s office in the state where you live. Most have an online consumer complaint form.

We will never treat you differently, charge you or refuse to help you because you made a request, appealed or filed a complaint.

HOW LONG THINGS TAKE

Accessibility problem: first reply within 72 hours
Accessibility appeal: written answer within 10 business days
Stop emails, texts or use of your story: within 10 business days
Delete, see, correct or copy your information: confirmed within 10 business days, finished within 45 days
Privacy appeal: written answer within 45 days

Related pages: Accessibility Statement, Privacy Notice and Terms of Use.

Vet Nation Nonprofit · 501(c)(3) · EIN 42-3963992 · 700 Nexton Square Drive, PMB 17457429, Summerville, SC 29486