Complaints Procedure

1. Our Commitment

At VibraXX, we are committed to providing excellent service. If you are unhappy with any aspect of our platform, we want to hear from you and make things right.

2. Time Limits

To ensure fair and effective resolution, complaints must be submitted within 7 days of the incident or issue occurring.

3. How to Submit a Complaint

Information to Include

To help us resolve your complaint quickly, please provide:

• Your account email address
• Date and time of the incident (as accurately as possible)
• Detailed description of what happened
• Screenshots or evidence (if applicable)
• Quiz round details (if complaint relates to a specific competition)
• Your desired outcome (refund, replay, explanation, etc.)

4. Complaint Process Timeline

5. Types of Complaints We Handle

• Technical Issues: Platform errors, crashes, or malfunctions
• Payment Problems: Charges, refunds, or billing issues
• Quiz Content: Incorrect questions or answers
• Scoring Disputes: Disagreements about quiz results
• Account Issues: Access problems or suspension concerns
• Prize Distribution: Delays or errors in prize payments
• Customer Service: Staff conduct or response quality
• Privacy Concerns: Data handling or security issues

6. Possible Outcomes

Depending on the nature of your complaint, we may offer:

• Apology and explanation
• Refund of entry fees or rounds
• Replacement rounds at no cost
• Account reinstatement (if wrongly suspended)
• Quiz replay opportunity (in case of technical fault)
• Compensation (in exceptional circumstances)
• Policy clarification or correction

7. If You're Not Satisfied

If you are not satisfied with our initial response, you can request an escalation:

Escalation Process

1. Reply to our response email with "Request Escalation"
2. Explain why you remain dissatisfied
3. Provide any additional evidence or information
4. A senior manager will review your case within 5 business days
5. You will receive a final decision from senior management

8. Alternative Dispute Resolution

If we cannot resolve your complaint internally and you are a consumer in the UK or EU, you may access alternative dispute resolution:

For UK Consumers

• Citizens Advice Consumer Service: 0808 223 1133
• Website: citizensadvice.org.uk

For EU Consumers

• European Online Dispute Resolution: ec.europa.eu/consumers/odr

Other Jurisdictions

Contact your local consumer protection agency or ombudsman service.

9. Frivolous or Vexatious Complaints

While we welcome all legitimate complaints, we reserve the right to refuse to process complaints that are:

• Repeatedly submitted without new information
• Abusive, threatening, or harassing in nature
• Clearly intended to disrupt our operations
• Fraudulent or made in bad faith

In such cases, we will explain why we cannot process the complaint and may take further action if necessary.

10. Learning from Complaints

We value complaints as feedback that helps us improve. All complaints are reviewed regularly to identify patterns and areas for improvement. We use complaint data to:

• Improve our platform and services
• Train our team more effectively
• Update our policies and procedures
• Enhance the user experience

11. Contact Information