Legal

Complaints Policy

At Aura Digital B.V., we want your experience with FlirtVault to be a positive one. This Complaints Policy explains how to raise a concern or complaint, and how we handle it.

1. Customer support

Our support team handles all complaints with professionalism, confidentiality, and impartiality, and aims to resolve concerns promptly and fairly.

Email: help@flirtvault.com
Business hours: Monday–Friday, 09:00–17:00 CET
We aim to respond within 2 business days.

2. How to submit a complaint

Email help@flirtvault.com. Please include:

your account email and full name;
a description of the issue, including the relevant date and time;
any supporting information, such as screenshots.

3. How we handle your complaint

Acknowledgment: we will acknowledge receipt within 2 business days, with a reference number.
Investigation: we will review the details, gather relevant information, and, if needed, contact you for clarification.
Decision: a designated member of our team will evaluate the complaint against our Policies and applicable law and reach a fair decision.
Record-keeping: we document each step of the process, including actions taken and the reasoning behind our decision.
Resolution timeline: we aim to resolve complaints within 14 calendar days of receipt. If a complaint involves suspected illegal content, we prioritise it for immediate review and, where confirmed, immediate removal, consistent with our Content Moderation & Monitoring Policy. If a case will take longer than 14 days, we will tell you why and give you an updated timeframe.

4. Escalation

If you are not satisfied with our decision, you may ask us to escalate it within 30 days of our decision, explaining why. A person not involved in the original decision will review the case and inform you of the outcome within a reasonable time, generally no more than 14 further calendar days.

5. External dispute resolution

If we cannot resolve your complaint directly and you are an EU consumer, you may also use:

the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr; or
the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) for privacy-related complaints; or
the courts or consumer body competent in your country of residence, without prejudice to the governing law and jurisdiction clause in our Terms and Conditions.

6. Chargebacks and fraud

Please contact us before filing a chargeback so we can try to resolve the issue directly — this is usually faster. We investigate disputed charges and reserve the right to suspend accounts involved in fraudulent or unfounded chargebacks. We use verification measures to prevent unauthorised transactions and investigate suspected fraud promptly.