Complaint Policy
Last Modified: August 1, 2025
We value every user and aim to deliver a consistently positive experience through our platform (the “Website”). We recognize that concerns or complaints may occasionally arise, and we are committed to resolving them quickly and fairly. This Complaint Policy describes the steps available for users to raise and resolve issues they may encounter while using our services.
1. Customer Support
We maintain a dedicated support team to assist with any concerns or complaints. Our team is committed to offering timely, professional, and impartial support. Any inquiries are handled with confidentiality and care, with the goal of providing the best possible assistance.
2. Submitting a Complaint
Users may file a complaint by reaching out to our support team at info@drimvix.com.
3. Information to Include in a Complaint
To allow us to properly review a complaint, users are encouraged to include:
- Name and email address
- A detailed description of the issue, including relevant information such as the date and time of the incident
- Any supporting documentation or screenshots, if available
4. Acknowledgment of Complaint
Upon receiving a complaint, our support team will confirm receipt within 72 hours by email.
5. Investigation and Resolution
All complaints are investigated thoroughly to understand the issue. Resolutions will typically be provided within 7 business days, and users will be updated about the progress and expected timeline.
6. Feedback and Follow-Up
After a complaint has been resolved, users will be informed of the outcome and any corrective actions taken. We may also request feedback to help improve our processes.
7. Escalation
If a user is not satisfied with the initial resolution, they may request escalation. In such cases, the complaint will be reassessed by team members not previously involved in the process. A final outcome will be communicated within a reasonable timeframe.