Complaints Procedure
If, for any reason, you are dissatisfied with any part of our service, we encourage you to let us know.
We are committed to delivering excellent service and ensuring that every interaction with our platform is smooth, respectful, and efficient. If, for any reason, you are dissatisfied with any part of our service, we encourage you to let us know. This complaints procedure explains how you can raise concerns and how we handle them.
Published on November 10, 2024
Submitting a Complaint
If you wish to make a complaint, please submit it in writing using our contact form or via email. Be sure to include the following information:
Your full name and email address
A clear description of the issue
The date the problem occurred
Any relevant supporting materials (e.g. order details, screenshots, etc.)
This helps us investigate the matter thoroughly and respond appropriately.
Acknowledgment
Once we receive your complaint, you will receive an acknowledgment within 3 working days confirming that your message has been received and is being reviewed.
Investigation Process
Your complaint will be assigned to an appropriate team member who was not directly involved in the matter to ensure fairness. We aim to complete the investigation and provide a response within 10 working days. If more time is needed, we will keep you informed of the delay and expected resolution time.
Resolution
We will always aim to resolve complaints fairly and transparently. If a complaint is upheld, we will take appropriate corrective action, which may include:
A full or partial refund
Replacement or alternative product/service
Formal apology
Internal review of procedures to prevent recurrence
Unresolved Complaints
If you are not satisfied with the outcome, you may request that your case be escalated for a secondary review. The outcome of the secondary review will be considered final.
Abusive or Fraudulent Complaints
We take all complaints seriously, but we also expect mutual respect. Abusive language, unfounded threats, or fraudulent claims may lead to refusal of further communication and/or legal action if necessary.
Feedback and Improvements
We welcome all feedback — even complaints — as opportunities to improve. Your voice helps shape a better service for all users.
The most frequently asked questions related to legal pages
Yes, you can cancel your subscription at any time by submitting the cancellation form. Once cancelled, your subscription remains active until the end of your current billing period. Refunds are not issued for any remaining time after cancellation unless there was a proven technical error or double charge. All cancellations must be confirmed via email to be final.
We take your privacy seriously. Your data is encrypted during transmission and stored securely. Only authorized staff have access to your information, and we never share or sell personal data to third parties without explicit consent, except when legally required. We follow standard data protection practices in line with GDPR and similar regulations.
If you have a complaint, please use the official contact form and clearly mark your message as a “Complaint”. We will acknowledge receipt within 3 working days and aim to fully respond within 10 working days. If you are unsatisfied with the response, an internal review process is available.
If a physical product is received through one of our subscription deals (e.g., monthly essentials), we act solely as the curator — the transaction is with the third-party brand. You must follow that supplier’s return/refund policy. However, we assist with disputes if reported to us within 7 days of delivery.
