Complaint Resolution

This process covers complaints about StayLedger public product information and commercial commitments, billing under your agreement, service quality, privacy handling, or support interactions.

• Email: [email protected] (primary).
• Hotline: 0948 279 029 (during published support hours; not 24/7).
• Privacy-related: [email protected].
• Contact form on stayledger.io/contact (sales/demo context; for formal complaints prefer email).

• Your name and organization.
• Property or account identifier.
• Invoice, transaction, or support-request reference if relevant.
• Clear description of the issue and desired outcome.
• Supporting evidence (screenshots, emails) when available.

1. Intake: we log the complaint and acknowledge receipt.
2. Verification: we validate account ownership and gather facts.
3. Initial response: we share preliminary findings or clarifying questions.
4. Resolution proposal: we propose a remedy consistent with your contract and policies.
5. Confirmation: we document the agreed outcome.
6. Escalate to an authorized senior representative: unresolved matters can continue on the same email thread.

We aim to acknowledge and progress complaints promptly during support operating hours. Response timing is best-effort within those hours unless your agreement states otherwise.

Fraud investigations, multi-party channel disputes, or legal holds may need more time. We will communicate expected extensions when known.

We retain complaint correspondence as needed for quality, security, and legal compliance.

Complaint data is handled under the Privacy Policy and accessed by staff who need it to resolve the matter.

Nothing in this policy limits further recourse available under applicable law. Binding venue or court designations, if any, appear in the signed subscription agreement.

Dispute handling follows your contract and applicable law. Marketing policies are informational alongside the signed agreement.

See the effective date and version at the top of this page.