Complaints Handling Policy
How to raise concerns, submit complaints, and access dispute resolution for service-related issues.
- Acknowledgment within 5 business days
- Response within 14 business days
- No retaliation for submitting complaints
- Access to external dispute resolution
1. Scope
1.1 Who Can Complain
This policy applies to:
- Registered members
- Website visitors
- Authorized representatives acting on behalf of users
1.2 What This Covers
You can submit complaints about:
- Billing issues and payment disputes
- Subscription management problems
- Service performance and availability
- Account access and technical issues
- Contractual matters and service terms
- Customer service quality
1.3 What This Does Not Cover
The following are handled separately:
- Content moderation appeals: See Moderation Policy
- Privacy requests: Use our Privacy Request Portal
- Security vulnerabilities: See Security Policy
2. How to Submit a Complaint
2.1 Submission Methods
| Method | Details |
|---|---|
| support@vaicat.com | |
| Support Form | In-app support or website contact form |
| Languages | English or Dutch |
2.2 What to Include
To help us address your complaint quickly, please include:
- Your account email or username
- Clear description of the issue
- Relevant dates and transaction IDs
- What resolution you are seeking
- Any supporting documentation
3. Process & Timeline
3.1 Our Process
- Receipt: We receive your complaint
- Acknowledgment: You receive confirmation with a reference number
- Investigation: We review the issue and gather information
- Response: We provide a substantive response
- Resolution: We implement any agreed remedies
3.2 Timelines
| Stage | Timeline |
|---|---|
| Acknowledgment | Within 5 business days |
| Substantive response | Within 14 business days |
| Complex matters | Extended timeline communicated |
3.3 Non-Retaliation
Submitting a complaint will not result in account suspension, restriction, or adverse treatment. We encourage you to raise concerns without fear of retaliation.
4. Resolution & Remedies
4.1 Possible Outcomes
Depending on your complaint, resolutions may include:
- Clarification or explanation of policies
- Correction of account errors
- Refunds or billing adjustments
- Technical fixes or workarounds
- Goodwill gestures (without liability admission)
- Process improvements
4.2 Your Rights
Our resolution does not affect your statutory rights under applicable consumer protection law.
5. Internal Escalation
If you are not satisfied with our initial response:
- Reply to your complaint ticket requesting escalation
- A senior team member will review your case
- You will receive a final response within 14 business days
6. External Remedies
6.1 EU/EEA Consumer Options
If you remain unsatisfied after our internal process, you may access:
| Resource | Description |
|---|---|
| National Consumer Authorities | Your local consumer protection agency |
| European Consumer Centre (ECC) | www.eccnederland.nl |
| ADR Bodies | EU Dispute Resolution Bodies |
| Netherlands Authority | Autoriteit Consument & Markt (ACM) - www.acm.nl |
6.2 ADR Registration
Note: vaicat is not currently registered with a sector-specific Alternative Dispute Resolution (ADR) body. However, you retain access to general consumer protection mechanisms listed above.
6.3 Court Proceedings
This policy does not affect your right to bring legal proceedings. For consumers:
- You may sue in your country of residence or in the Netherlands
- Mandatory consumer protection laws of your jurisdiction apply
The Hague, Netherlands