Complaints Handling Policy

This policy explains how vaicat B.V. handles complaints about the CUEBES platform — billing, account access, service performance, and contractual matters — and the external remedies available to you if our internal process does not resolve the issue.

1. Scope

1.1 Who Can Complain

• Registered CUEBES members
• Website visitors and people interacting with our integrated apps
• Authorised representatives acting on behalf of an account holder

1.2 What This Covers

You can submit complaints about:

• Billing and payment disputes
• Subscription management problems
• Service performance, availability, and reliability
• Account access and technical issues
• Contractual matters and service terms
• Customer-service quality
• DSA Art. 24 complaints about how the platform is run (illegal-content handling, statements of reasons, transparency)

1.3 What This Does Not Cover

The following are handled separately:

• Content-moderation appeals: see the Moderation & Enforcement Policy
• Privacy / GDPR rights requests: use Settings → Your Rights
• Security vulnerability reports: see the Security Policy

2. How to Submit a Complaint

2.1 Submission Methods

• Form: /help/complaint (DSA Art. 24 complaint form, signed-in users)
• Email: support@vaicat.com
• Languages: English or Dutch

2.2 What to Include

To help us address your complaint quickly, please include:

• Your account email or username (or, if you are not a member, the best way to reach you)
• A clear description of the issue
• Relevant dates, transaction IDs, or screenshots
• The resolution you are seeking
• Any supporting documentation

3. Process & Timeline

3.1 Our Process

1. Receipt: we receive your complaint
2. Acknowledgment: you receive confirmation with a reference number
3. Investigation: we review the issue and gather information
4. Response: we provide a substantive response
5. Resolution: we implement any agreed remedies

3.2 Timelines

• Acknowledgment: within 5 business days
• Substantive response: within 14 business days
• Complex matters: if more time is needed, we will tell you and give a revised target

3.3 Non-Retaliation

Submitting a complaint will not result in account suspension, restriction, or adverse treatment. Raise concerns without fear of retaliation.

4. Resolution & Remedies

4.1 Possible Outcomes

• Clarification or explanation of a policy
• Correction of an account or data error
• Refunds or billing adjustments where appropriate
• Technical fixes or workarounds
• Goodwill gestures (without admission of liability)
• Process improvements

4.2 Your Statutory Rights

Our resolution does not limit or replace your statutory rights under applicable consumer-protection law.

5. Internal Escalation

If you are not satisfied with our initial response:

1. Reply to your complaint ticket requesting escalation
2. A senior team member will review your case
3. 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:

• National consumer authorities: your local consumer-protection agency
• European Consumer Centre (Netherlands): www.eccnederland.nl
• EU dispute-resolution bodies: consumer-redress.ec.europa.eu
• Netherlands authority: Autoriteit Consument & Markt (ACM) — www.acm.nl

6.2 ADR Registration

vaicat B.V. is not currently registered with a sector-specific Alternative Dispute Resolution (ADR) body. You retain access to the general consumer-protection mechanisms listed above. We will update this section if our ADR registration changes.

6.3 Court Proceedings

This policy does not affect your right to bring legal proceedings. If you are an EU consumer, you may sue in your country of residence or in the Netherlands; mandatory consumer-protection laws of your jurisdiction apply. The forum-selection clause for non-consumer matters is set out in the Terms of Service §21.

Operator

• vaicat B.V.
• Noordeinde 99B, 2514 GD The Hague, Netherlands
• KvK (Dutch Trade Register): 89360672
• Email: support@vaicat.com