Complaints Disputes

This Complaints and Disputes Policy explains the process available to customers and other users of www.truviek.com (the “Site”) when they want to raise a concern, make a formal complaint, or pursue a dispute. It also describes how Orbivex OÜ (“we”, “us”, “our”) will review a complaint, the response timeframes we aim to follow, and the routes that may be available if an issue cannot be settled directly with us.

The Site is owned and operated by Orbivex OÜ, whose registered address is Narva mnt 7-557, Kesklinna linnaosa, Tallinn, Harju maakond, 10117, Estonia. This Policy should be read alongside our Terms and Conditions, Return and Refund Policy, Cancellation Policy, Delivery Policy, and Privacy Policy. Those documents may contain additional rules relevant to a particular order, payment, delivery, refund, or privacy concern.

1. Our approach to complaints

1.1. We treat complaints as an important part of customer service. Our aim is to consider each complaint carefully, communicate clearly, and reach a fair outcome as promptly as the circumstances reasonably allow.

1.2. A customer who raises a genuine complaint in good faith will not be penalised, disadvantaged, or treated less favourably merely because the complaint was made.

1.3. There is no fee for submitting a complaint to us or for requesting the internal escalation described in this Policy.

2. Matters covered by this Policy

This Policy is intended to cover complaints or disputes connected with the Site or a transaction made through it, including concerns about:

• the quality, delivery, performance, or accessibility of products or services purchased through the Site;

• the conduct, communications, or actions of our support staff or other representatives;

• billing matters, payments, refunds, cancellations, or related transaction issues;

• the operation, security, availability, or permitted use of the Site;

• our handling of personal information where the issue is not already being dealt with under a specific process in the Privacy Policy; and

• an allegation that content available through the Site infringes copyright, trade mark, or other intellectual-property rights.

Nothing in this Policy is intended to replace, restrict, or override any statutory consumer, privacy, or data-protection right that applies to you. Mandatory legal rights continue to apply even where this Policy describes an internal procedure.

3. Contact support before filing a formal complaint

3.1. Many problems can be addressed more quickly through ordinary customer support. Before starting the formal complaint procedure, please email support@truviek.com with enough information for us to understand the issue. We aim to respond to routine support requests within 24 hours during our stated support hours: Monday to Friday, 09:00–19:00 Estonia time, excluding public holidays.

3.2. If the initial support response does not resolve your concern to your satisfaction, you may move the matter to the formal complaint process described in section 4. Using support first does not remove any legal right you may have to pursue another remedy where the law permits it.

4. Submitting a formal complaint

4.1. Please submit a formal complaint in writing by email to support@truviek.com. Use the subject line “Formal Complaint – [order number, if applicable]” so that the message can be identified and routed correctly.

4.2. To reduce delays and allow us to investigate efficiently, include as much of the following information as is relevant to your case:

• your full name and the email address connected with your www.truviek.com account or order;

• your order number, invoice number, payment reference, or other transaction identifier, where applicable;

• a clear account of what happened, including the key dates, times, communications, and events;

• the result or remedy you are asking for, such as a refund, replacement, re-delivery, explanation, or correction of information; and

• supporting material that may help us assess the matter, for example screenshots, photographs, payment confirmations, tracking information, or earlier messages with our support team.

4.3. If you submit a complaint for another person, please provide written confirmation showing that the person has authorised you to act for them. We may request additional verification where reasonably necessary to protect their account or personal information.

5. What happens after we receive the complaint

5.1. Acknowledgement. We will acknowledge a formal complaint within two (2) business days after receiving it. The acknowledgement may also request missing information if we cannot reasonably assess the complaint without it.

5.2. Investigation. Where practical, the complaint will be reviewed by a team member who was not directly responsible for the matter being challenged. The reviewer may examine account records, order information, prior correspondence, payment or delivery records, and any evidence supplied by you.

5.3. Response period. We aim to send a substantive written response within fifteen (15) business days from receipt of the formal complaint. If the issue is unusually complex or additional investigation is required, we will explain the delay and provide a revised timeframe. In all cases, our aim is to issue a response no later than thirty (30) business days after receiving the complaint.

5.4. Possible resolutions. The appropriate outcome will depend on the facts of the case and the rights that apply. A response may include one or more of the following outcomes:

• an apology or acknowledgement that the customer experience did not meet the expected standard;

• an explanation of what occurred and, where appropriate, why it occurred;

• re-delivery, re-performance, replacement, repair, or another practical correction of the affected product or service;

• a full or partial refund where appropriate and consistent with the Return and Refund Policy and applicable law;

• internal corrective steps designed to reduce the likelihood of the same issue happening again; or

• a written decision declining the requested remedy, together with the principal reasons for that decision.

6. Internal escalation within Orbivex OÜ

6.1. If you remain dissatisfied after receiving our initial formal response, you may ask for a final internal review. Send the request to support@truviek.com within fourteen (14) days after our response and use the subject line “Complaint Escalation – [order number, if applicable]”. Please explain briefly which part of the response you disagree with and why.

6.2. Where possible, a senior representative of Orbivex OÜ who did not previously decide the complaint will review the escalation. We will aim to provide our final written internal decision within twenty (20) business days after receiving the escalation request.

7. External dispute and regulatory options

7.1. Alternative dispute resolution. The former European Union Online Dispute Resolution (ODR) platform has been discontinued. Where an eligible consumer dispute remains unresolved, you may instead use an appropriate recognised alternative dispute resolution (ADR) body or other consumer redress channel available in the relevant country.

7.2. Estonian consumer disputes. Where the eligibility requirements are met, a consumer may apply to the Consumer Disputes Committee operating at the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet, TTJA). Information about the Committee and submission procedure is available at https://www.ttja.ee/en/consumer-disputes-committee.

7.3. Data-protection complaints. If your complaint concerns our processing of personal data and you are not satisfied with our response, you may have the right to complain to the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon) or to the competent supervisory authority in your country of residence, where applicable. Information about the Estonian authority is available at https://www.aki.ee/en.

7.4. Courts. Subject to any mandatory consumer rules that give you the right to bring proceedings elsewhere, disputes arising out of or connected with our Terms and Conditions may be submitted to the courts of Estonia. Nothing in this clause removes a jurisdictional protection that applicable consumer law requires to remain available to you.

8. Intellectual-property and content complaints

8.1. If you believe material available on the Site infringes your intellectual-property rights, email a written notice to support@truviek.com using the subject line “IP Complaint”. To allow us to assess the allegation, the notice should contain:

• your full name, postal address, email address, and other appropriate contact information;

• a clear identification of the copyright work, trade mark, or other protected material that you claim has been infringed;

• a link to, or sufficiently precise description of, the location of the material on the Site that you believe is infringing;

• a statement that you genuinely and in good faith believe the disputed use is not authorised by the rights holder, its agent, or applicable law;

• where relevant, a statement that the information in the notice is accurate and that you are the rights holder or are authorised to act for the rights holder, including any declaration required under applicable law; and

• your physical or electronic signature, where a signature is required or appropriate.

8.2. After receiving a sufficiently complete notice, we will review the claim. Where appropriate, we may temporarily remove or disable access to the challenged content while the issue is considered. We may also share the substance of the notice with the person or entity that supplied the content, while redacting personal details where reasonable and appropriate.

9. Chargebacks and payment disputes

9.1. If you believe there is a problem with a payment, please raise the issue with us under this Policy before starting a chargeback where reasonably possible. Direct contact often allows transaction records and the underlying order issue to be reviewed more quickly.

9.2. We will cooperate with legitimate enquiries made by card issuers, banks, and payment providers in connection with a chargeback or payment dispute, and we may provide transaction records or other relevant evidence as permitted by law.

10. Complaint records and confidentiality

10.1. We will keep records of formal complaints, the steps taken to investigate them, and their outcomes for at least two (2) years after a complaint is closed. A longer period may apply where law, accounting requirements, litigation needs, fraud prevention, or another legitimate obligation requires additional retention.

10.2. Personal information used during complaint handling will be processed in accordance with our Privacy Policy and applicable data-protection law, including Regulation (EU) 2016/679 (GDPR) where it applies.

10.3. We treat complaint information as confidential. Details will be shared only with people who reasonably need them to investigate or resolve the matter, with regulators or dispute-resolution bodies where appropriate or required, with professional advisers where necessary, or where disclosure is otherwise required by law.

11. Repetitive, abusive, or bad-faith complaints

11.1. We may decline to investigate further, or may reasonably limit further correspondence, where a complaint cannot be meaningfully assessed or is being used abusively. This may include a complaint that:

• is anonymous and does not contain enough specific information for a reasonable investigation;

• substantially repeats a complaint that has already been investigated and answered without presenting material new facts or evidence; or

• contains abusive or threatening communications, or appears to have been made in bad faith rather than for the genuine resolution of a dispute.

11.2. If we rely on this section, we will explain our reasons in writing so far as it is reasonable and lawful to do so.

12. Changes to this Policy

12.1. We may revise this Policy when our business processes, complaint-handling arrangements, applicable laws, or regulatory requirements change. The version published on the Site is the current version, and any displayed “Last updated” date should be used to identify material revisions.

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