Complaints Policy

Date of Revision: 10/03/2024

At Omypal.com, we strive to provide the best possible service and ensure a positive experience for all users. We recognize that from time to time, concerns or complaints may arise, and we are committed to addressing them promptly and fairly. This Complaints Policy outlines the process by which users can report concerns, how we handle complaints, and the steps we take to resolve them.

1. Scope of the Complaints Policy

This Complaints Policy applies to any issue related to the services provided by Omypal.com (the “APP”), including concerns about functionality, user experience, customer service, or any other issue that may affect users’ interaction with the platform.

2. Reporting a Complaint

If you have a complaint or concern about your experience with the APP, you can contact our support team through the following method:

• Email: Send a detailed description of your complaint to support@omypal.com.

In your complaint, please provide the following information:

• Your full name and email address associated with your account;
• A clear description of the issue or complaint;
• Any relevant screenshots, timestamps, or evidence to support your claim;
• The steps you have taken to try to resolve the issue (if applicable).

3. Complaint Handling Process

Once we receive your complaint, we will acknowledge receipt within 24 hours and begin our review process. Our complaints handling procedure is as follows:

• Initial Review: We will assign a support team member to review the complaint and gather any necessary information. This process may include contacting you for additional details or clarification.
• Investigation: We will conduct a thorough investigation of the complaint, including examining the relevant facts, user interactions, or any technical issues involved.
• Response: We will aim to provide a full response within 5 business days. If the issue requires more time for investigation, we will notify you of the delay and keep you updated on the progress.

4. Resolution Timeframe

We are committed to resolving all reported complaints within 7 business days from the date we receive your complaint. If more time is required due to the complexity of the issue, we will notify you and keep you informed of any developments or delays in the resolution process.

5. Resolution

Our goal is to resolve complaints quickly and to your satisfaction. Possible outcomes of the complaint investigation may include:

• Providing a solution to the technical or customer service issue;
• Offering a refund or credit, if applicable, in accordance with our Refund Policy;
• Implementing changes or improvements to the APP to prevent similar issues in the future.

We are committed to resolving complaints as fairly and efficiently as possible. If you are dissatisfied with the outcome of your complaint, you can request that the issue be escalated to a supervisor for further review.

6. Privacy and Confidentiality

All complaints are handled in strict confidence. We will not disclose any personal information or details of your complaint to third parties without your explicit consent, unless required by law.

7. Contact Information

If you have any questions or need further clarification regarding this Complaints Policy, please contact us at support@omypal.com. We are dedicated to addressing your concerns in a timely and professional manner.