Customer Support Policy

1. Contacting Customer Support

Our customer support team is available to handle any concerns or issues you may encounter. You can reach us in the following ways:

• Email: [email protected]
• Use the 'Contact us' section to report your issue directly.

We strive to provide prompt and effective assistance to ensure your experience with our service is smooth and satisfactory.

2. Submitting a Complaint

If you need to file a complaint, please contact our support team using the methods mentioned above. To help us resolve your issue quickly, we recommend including the following information in your complaint:

• Your Full Name and Email Address
• A Description of the Issue:

  Include relevant details such as the date, time, and specific circumstances of the incident.

• Supporting Documentation:

  Attach any screenshots or files that might help us better understand and address your complaint.

3. Acknowledgment of Complaints

Once we receive your complaint, our support team will acknowledge receipt within 24 hours via email. This acknowledgment will include a reference number for your case and an initial timeline for resolution.

4. Investigation and Resolution

We take every complaint seriously and conduct thorough investigations to understand and resolve each issue. Our goal is to provide a resolution within a reasonable timeframe, though complex cases may require additional time. Throughout the process, we will keep you informed of:

• The progress of the investigation
• The expected timeline for resolution

5. Feedback and Follow-Up

Once the complaint has been resolved, you will receive detailed feedback on the outcome, including any actions taken. We may also ask for your feedback on the resolution process to help us improve our services continuously.

6. Escalation Process

If you are not satisfied with the resolution provided, you may request an escalation by notifying our support team within a reasonable timeframe. Please include the reasons for your dissatisfaction and any additional information you believe is relevant. Escalated cases will be reviewed by a separate team or individual not involved in the initial investigation. We aim to reassess the issue thoroughly and provide a final decision as soon as possible. You will be informed of the outcome of the escalation promptly.

7. Legal Information

Kreitech Obligado 1384, 11200 Montevideo, Departamento de Montevideo, Uruguay. We value your trust and are committed to ensuring transparency and fairness in all interactions. If you have any questions about this policy, please do not hesitate to contact us.