Complaint Procedure

This procedure applies to every complaint made to Ivevex FZC LLC, whether about a purchase, a certificate, customer service, marketing, the website, accessibility, or any other aspect of our business. We treat every complaint seriously and handle it confidentially.

1. How to complain

Email legal@ivevex.com with the subject line "Complaint". Include your name, the email address used at purchase, any certificate or payment reference, a description of what went wrong, and the outcome you are seeking. You may also raise a complaint through the support form; it will be re-routed to the complaints owner.

2. Acknowledgement

We acknowledge every complaint in writing within two business days, confirm the reference we have assigned to it, and name the person handling it. That person is not the person whose decision or conduct is being complained about.

3. Investigation

We review the ownership register, payment records, correspondence and system logs relevant to the complaint. We may ask you for additional information; where we do, we will explain why it is needed. We aim to provide a substantive written response within ten business days. Where a complaint is complex or depends on a third party such as a payment provider, we will tell you before the ten-day point, explain the delay, and give a revised date.

4. Outcome

Our response will state the conclusion we have reached, the facts it rests on, and any remedy offered - for example a correction to a record, a re-issued certificate, or a refund where our Refund Policy or applicable law provides one. If we do not uphold the complaint, we will explain why in plain terms.

5. Escalation within IveVex

If you are dissatisfied with the outcome, you may request a review by studio leadership within 30 days by replying to the same thread. A review is conducted by someone not involved in the original decision and is answered within ten business days. That concludes our internal process.

6. External escalation

Nothing in this procedure limits your statutory rights. Depending on where you live, you may be able to refer a consumer dispute to a national consumer protection authority or alternative dispute resolution body, refer a data protection complaint to your national supervisory authority, or raise a payment dispute directly with your card issuer or payment provider. We will co-operate with any such body.

7. Records

Complaints, their outcomes and the time taken to resolve them are logged and reviewed periodically so that recurring causes are corrected rather than repeatedly compensated. Complaint records are retained in line with our Privacy Policy and applicable retention obligations.