Customer complaints handling

1. How to file a complaint

Clients choose the channel that suits them:

• By e-mail to [email protected], stating their name, company and the order concerned.
• From the client area (levelupia.app), through the messaging of the project concerned: the exchange is time-stamped and attached to the project.
• For a card payment issue: with the date, amount and, if possible, the transaction reference shown on the confirmation e-mail or bank statement.

2. Commitments

• Acknowledgement within 2 working days, naming the person in charge.
• Reasoned answer and proposed solution within 7 working days.
• If more time is needed (for example a check with the bank), the client is told before the deadline, with a new date.
• Closure within 15 working days at most, in writing.

3. Handling

The person responsible for the project takes the complaint, checks the facts in the client area (order, payment, messages, deliverables), consults the team and proposes a solution: correction, new version, commercial gesture or refund under the terms of sale.

If the client is not satisfied with the answer, the complaint is escalated to a LevelUp AI co-founder, who gives a final decision within 5 working days.

4. Payment complaints

For a charge without a visible order, a double charge or a wrong amount, LevelUp AI checks the transaction with the ClicToPay platform and its bank. Any amount wrongly collected is refunded by the original payment method once confirmed, within 14 working days.

The client may also contest a card transaction with their own bank.

5. Records and improvement

Each complaint is kept with its date, subject, exchanges and outcome. Complaints are reviewed monthly to fix their causes: site information, ordering flow, deliverable quality.