Complaints Procedure

Last updated: 2026-04-08

1. What you can file a complaint about

• Billing errors, duplicate charges, or unexpected charges

• A lack of conformity of the digital service with its description (Art. 14 of Directive 2019/770/EU)

• Extended outages or inability to access paid content

• Concerns about personal data processing (see also the Privacy Policy)

• Any other issue where you believe we have not met our obligations under the Terms or applicable law

2. How to file a complaint

Send a written complaint to us using either channel below:

To help us investigate quickly, please include:

• The email address associated with your account

• A clear description of the problem and, if relevant, the date and time it occurred

• The order/invoice reference (if the complaint concerns a payment)

• Screenshots or other evidence, if you have them

• The remedy you are asking for (for example, refund, cancellation, bug fix, data deletion)

3. How we handle complaints

1. Acknowledgement: We confirm receipt of your complaint within 48 hours on business days and assign it an internal reference.

2. Investigation: We review the facts, consult logs, payment records, and (where applicable) the Monri payment processor.

3. Substantive response: We send a reasoned written response — by email, on the same channel you used — within 15 days of receiving the complaint. If the matter is complex and we need more time, we will tell you before the deadline why, and give you a new realistic date.

4. Remedy: If the complaint is upheld we will implement the agreed remedy promptly — for example, process a refund to your original payment method, correct billing, restore access, or fix the underlying defect.

5. Record-keeping: We keep a record of every complaint and our response for the period required by applicable law.

4. If you are not satisfied with our response

We hope to resolve every complaint directly. If you remain dissatisfied, you may:

• Contact the Ombudsman for Consumer Protection of Bosnia and Herzegovina (Ombudsmen za zaštitu potrošača u BiH) for consumer-protection matters;

• Contact the Personal Data Protection Agency of Bosnia and Herzegovina (Agencija za zaštitu ličnih podataka u BiH) for data-protection matters. EU residents may also complain to the supervisory authority in their own EU country;

• Use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr;

• Pursue any other remedy available to you under applicable consumer law, including bringing proceedings before a competent court.

5. Contact