Complaints & Dispute Resolution Policy
We aim to provide high‑quality products and a smooth experience for all visitors and customers. If something goes wrong, we want to resolve it quickly, fairly, and transparently. This policy explains how you can submit a complaint and how we handle it.
1. What You Can Submit a Complaint About
You may submit a complaint regarding:
- Digital downloads (e.g., file access issues, download errors)
- Physical products (e.g., damage, incorrect items, delivery issues)
- Billing or payment problems
- Account or login issues
- Website functionality or accessibility
- Any other concern related to our services
2. How to Submit a Complaint
You can submit a complaint by contacting us at:
Email: info @ iopro.nl
Please include the following information to help us process your request efficiently:
- Your name and email address
- Your order number (if applicable)
- A clear description of the issue
- Any relevant screenshots or photos (optional)
3. How We Handle Complaints
We follow a structured process to ensure fairness and clarity:
- Acknowledgement: We will confirm receipt of your complaint within 2 business days.
- Assessment: We review the issue and may request additional information if needed.
- Resolution: We aim to provide a full response within 7 business days.
4. Possible Outcomes
Depending on the nature of the complaint, possible resolutions may include:
- Providing a corrected or replacement digital file
- Sending a replacement physical product
- Offering a refund (where applicable)
- Providing technical assistance
- Clarifying information or correcting errors
5. Escalation
If you are not satisfied with the outcome, you may request that your complaint be reviewed again. We will re‑evaluate the case and provide a final response.
6. External Dispute Resolution
If a dispute cannot be resolved internally, you may seek external mediation or follow the dispute procedures applicable in your country of residence. We will cooperate with any lawful mediation or consumer protection authority.
7. Our Commitment
We take all complaints seriously and use them to improve our services, products, and customer experience. Your feedback helps us grow and serve you better.
Last updated: January 2025