We want every order to go smoothly. When something goes wrong, this policy explains how to tell us and how we deal with it. It applies to complaints about orders, payments, delivery, support or the website.
1. Before making a complaint
Many problems, such as a missing code or a failed top-up, can be solved quickly through a normal support request. Please start with Contact Support or the Help Center. If you are not happy with the answer, you can then make a formal complaint.
2. How to make a complaint
Send your complaint through our Contact page and start your message with the word “Complaint”. Please include:
- your name and the email address used for your order or account;
- the order number, if the complaint is about an order;
- what happened, and any previous support conversation;
- what outcome you are asking for.
3. How we handle complaints
- Acknowledgement: we confirm that we have received your complaint.
- Review: a team member who was not involved in the original decision, where possible, reviews the case and the order records.
- Information: if needed, we ask you, the supplier or the payment provider for more details.
- Response: we send you a written answer explaining our decision and any action we will take.
We aim to acknowledge formal complaints within 2 business days and provide a substantive response within 14 calendar days. These are service targets, not extensions of any legal deadline. If a case depends on a supplier or payment provider and needs longer, we explain the reason and provide an update. Any shorter mandatory deadline and your right to seek an external remedy take priority.
4. If you are still not satisfied
If our final response does not resolve your complaint, you may have other options depending on where you live, such as a consumer protection authority, an alternative dispute resolution service, or the courts. Payment disputes can also be raised with your bank or payment provider, as explained in our Payment Policy. Using our complaints process does not affect your legal rights.
5. Respectful communication
Our team will treat you with respect, and we ask the same in return. Abusive or threatening messages may lead us to limit how we communicate with you, while we continue to handle the substance of your complaint.