Complaints

Where complaints go

How to complain

Email the address above. To help us resolve it quickly, please include:

• the email address on your account;
• your invoice number, if it concerns a payment, which is in your billing history;
• what you expected to happen, and what happened instead;
• the date and approximate time.

What happens next

• We reply to confirm we have your complaint.
• Within 15 days we give you our decision and, where we agree something went wrong, put it right.
• Where we owe you something, we put it right on your account in credits. We do not return money — see our refund policy for the one exception.

Three that usually need no complaint

• Paid, but no credits. A payment still pending after thirty minutes is re-checked automatically. Do not pay again — a second purchase is a second charge.
• A generation failed. Your credits are already back; the refund is in your credit history.
• A video or image has gone. It reached the end of its retention period. Deleted files cannot be recovered.

If you are not satisfied

If our decision does not resolve the matter, you may take the complaint to the Department of Commerce, Supplies and Consumer Protection, or to the consumer court under the Consumer Protection Act, 2075 (2018). Nothing in our terms restricts that right.