Complaints and Disputes resolution

This Complaints and Disputes Policy (the “Policy”) explains how customers and other users of elqaire.com (the “Site”) can raise a concern, complaint, or dispute, how we will handle it, and the options available if a complaint cannot be resolved directly with us.

The Site is owned and operated by PIVOLTA ECOMMERCE LTD, registered in Cyprus under company number HE 489238, with its registered address at Dardanelion, 3 BLOCK 1, Flat/Office 301 Ypsonas, 4193, Limassol, Cyprus (“we”, “us”, “our”). This Policy forms part of and should be read together with our Terms and Conditions, Refund and Returns Policy, Cancellation Policy, Delivery Policy, and Privacy Policy.

1. Our commitment
   1.1. We take every complaint seriously. We aim to handle complaints in a way that is fair, transparent, timely, and respectful of our customers.

1.2. We will not penalise or discriminate against any customer because they have raised a complaint in good faith.

1.3. Submitting a complaint is free of charge.

2. Scope
   2.1. This Policy applies to complaints and disputes relating to:

a) the quality, delivery, or accessibility of sounds and music tracks purchased through the Site;

b) the conduct of our support team or other representatives;

c) billing, payments, refunds, or cancellations;

d) the use, security, or availability of the Site;

e) handling of personal data, where the matter is not covered by a separate process in our Privacy Policy; and

f) alleged infringement of intellectual property rights in content available on the Site.

2.2. This Policy does not override any statutory right you may have under applicable consumer protection or data protection laws.

3. Before you submit a formal complaint
   3.1. Many issues can be resolved quickly by contacting our support team. Please first reach out to support@elqaire.com. As stated in our Terms and Conditions, we aim to respond to support requests within 24 hours (Monday to Friday, 09:00–19:00 Cyprus time, excluding bank holidays).

3.2. If, after this initial contact, your concern has not been resolved to your satisfaction, you may escalate the matter as a formal complaint under section 4.

4. How to submit a formal complaint
   4.1. Formal complaints should be submitted in writing by email to support@elqaire.com, with the subject line “Formal Complaint – [your order number, if applicable]”.

4.2. To help us investigate quickly, please include:

a) your full name and the email address used on your elqaire.com account;

b) your order number or transaction reference (if applicable);

c) a clear description of what happened, including relevant dates and times;

d) what outcome you are seeking (for example, refund, replacement download, correction of information);

e) copies of any supporting evidence, such as screenshots, payment confirmations, or earlier correspondence with our support team.

4.3. If you are submitting a complaint on someone else’s behalf, please include written confirmation that they have authorised you to do so.

5. How we will handle your complaint
   5.1. Acknowledgement. We will acknowledge receipt of your formal complaint within two (2) business days.

5.2. Investigation. A member of our team who was not directly involved in the matter (where possible) will review the complaint, the relevant records, and any evidence provided.

5.3. Response timeline. We aim to provide a substantive written response within fifteen (15) business days of receiving your formal complaint. If the matter is complex and we need more time, we will tell you, explain the reason, and give a revised timeframe — in any event, we will respond no later than thirty (30) business days from receipt of the complaint.

5.4. Possible outcomes. A response may include, for example:

a) an apology;

b) an explanation of what happened and why;

c) a re-delivery or replacement of the affected sound or music track;

d) a full or partial refund, in line with our Refund and Returns Policy;

e) corrective action to prevent recurrence; or

f) a reasoned rejection of the complaint, explaining the basis for the decision.

6. Escalation within PIVOLTA ECOMMERCE LTD
   6.1. If you are not satisfied with our initial response, you may request that the matter be escalated for a final internal review by writing to support@elqaire.com within fourteen (14) days of our response, with the subject line “Complaint Escalation – [your order number, if applicable]”.

6.2. Your escalation will be reviewed by a senior representative of PIVOLTA ECOMMERCE LTD who has not previously dealt with the complaint. We will provide a final written decision within twenty (20) business days of the escalation request.

7. External dispute resolution
   7.1. EU Online Dispute Resolution (ODR) platform. If you are a consumer resident in the European Union and we have not resolved your complaint to your satisfaction, you may submit the dispute to the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. Our contact email for ODR purposes is support@elqaire.com.

7.2. Cyprus Consumer Protection Service. Consumers may also contact the Consumer Protection Service of the Cyprus Ministry of Energy, Commerce and Industry at https://www.consumer.gov.cy.

7.3. Data protection complaints. If your complaint concerns the processing of your personal data and you are not satisfied with our response, you have the right to lodge a complaint with the Office of the Commissioner for Personal Data Protection of the Republic of Cyprus (https://www.dataprotection.gov.cy) or with the supervisory authority in your country of residence.

7.4. Courts. As stated in our Terms and Conditions, the courts of Cyprus shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with our Terms and Conditions, save where mandatory consumer law in your country of residence provides otherwise.

8. Intellectual property and content complaints
   8.1. If you believe that any content available on the Site infringes your intellectual property rights, please send a written notice to support@elqaire.com with the subject line “IP Complaint”, including:

a) your full name, address, and contact details;

b) identification of the work claimed to have been infringed;

c) a link to or description of the location of the allegedly infringing material on the Site;

d) a statement that you have a good-faith belief that the use of the material is not authorised by the rights holder, its agent, or the law;

e) a statement, made under penalty of perjury where applicable, that the information in your notice is accurate and that you are the rights holder or authorised to act on their behalf; and

f) your physical or electronic signature.

8.2. On receipt of a valid notice, we will review the claim, and, where appropriate, remove or disable access to the affected content while the matter is investigated. We may share the notice (with personal details redacted as reasonable) with the party that supplied or uploaded the content.

9. Chargebacks and payment disputes
   9.1. If you have a concern about a payment, please raise it with us first under this Policy. As noted in our Terms and Conditions, fraudulent chargebacks may result in account termination or IP banning.

9.2. We will fully cooperate with legitimate chargeback enquiries from card issuers and payment providers.

10. Records and confidentiality
    10.1. We will keep a record of all formal complaints, their handling, and their outcomes for a minimum of two (2) years from the date the complaint is closed, in order to monitor recurring issues and improve our service. This is in addition to any longer retention period required by applicable law.

10.2. Personal data processed in connection with a complaint is handled in line with our Privacy Policy and applicable data protection law, including Regulation (EU) 2016/679 (GDPR).

10.3. We treat complaints confidentially. Information will only be shared with persons who need it to investigate and respond to the complaint, with regulators or dispute resolution bodies where required, or where disclosure is otherwise required by law.

11. Vexatious or abusive complaints
    11.1. We reserve the right to decline to investigate, or to limit further communications about, complaints that are:

a) anonymous and lack sufficient detail to be investigated;

b) the same as a complaint already investigated and answered, without new information or evidence; or

c) abusive, threatening, or made in bad faith.

11.2. Where we exercise this right, we will explain the reasons in writing.

12. Changes to this Policy
    12.1. We may update this Policy from time to time to reflect changes in our practices or applicable law. The current version is the one published on the Site, and the “Last updated” date above will reflect any material changes.

13. Contact
    For all complaints and queries under this Policy:

PIVOLTA ECOMMERCE LTD

Dardanelion, 3 BLOCK 1, Flat/Office 301 Ypsonas, 4193, Limassol, Cyprus

Email: support@elqaire.com

Hours: Monday to Friday, 09:00 to 19:00 (Cyprus time), excluding bank holidays.