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Complaints policy

Last updated: May 7, 2020. We may update this article in the future.

We are committed to offer you our best efforts. Sometimes it may still not be enough – if you are unhappy with our service, send us a note and we’ll work with you to agree on a fair refund.

Get in touch

Communication is key. If you encounter a problem, contact us and we’ll be happy to help. You can send us a complaint via email or standard mail. Here is how you can contact us.

How to make a complaint

If you have any concerns regarding any aspect of our operations or staff we encourage you to contact us as soon as possible and with as much information as possible. This could be during your registration and onboarding, or while you’re using our service, or even after you have cancelled your account. It is important that you contact us directly as soon as possible after the issue has arisen. In this way, we can do our best to address any concerns at the time and minimise any disruption or distress.

Please also note that by registering and using our service you are agreeing to our Terms of Service, which contains a limitation of our liability.

In investigating any concern we may need to consult with all parties related to the incident or situation. This may include our own staff and also staff of third parties and other clients where relevant. We reserve the right to make these enquiries in the interests of completeness.

We treat your complaint confidentially, but if you have specific concern regarding the protection of any characteristics of protected classifications including age, race, religion or lack thereof, gender, gender expression, or sexual orientation, you must expressly state it in the initial correspondence. Please note that this may affect the ability of ourselves to fully investigate the matter.

EU customers who wish to file a complaint regarding privacy issues can also find the name and contact information of their respective national data protection authorities at the European Data Protection Board website.

If you have more questions, visit our support pages.