Complaints Procedure

Pzartech takes complaints seriously. This procedure explains how to raise an issue and how we respond.

Step 1 — Contact our support team first

For most issues, our support team can resolve quickly:

  • Email: support@pzartech.com
  • In-product: "Help" or "Contact Support" in the product menu (for Pzartech-billed products)
  • Response time: within 14 days; complex issues acknowledged within 5 business days with target resolution date

What to include:

  • Your account email
  • Description of the issue
  • Screenshot or steps to reproduce (if technical)
  • What outcome you're hoping for

Step 2 — Escalate if not resolved

If our support team can't resolve the issue:

  • Email: complaints@pzartech.com
  • Subject: "Formal Complaint" + your original ticket number
  • Response time: within 14 days from receipt; resolution within 30 days OR explanation of timeline

Step 3 — Alternative dispute resolution

If we can't resolve to your satisfaction within 30 days:

EU consumers — ODR Platform

You can use the European Online Dispute Resolution platform: https://ec.europa.eu/odr.

Note: Pzartech is currently not bound to participate in ADR proceedings before a consumer arbitration board, but we are willing to engage in good-faith dialogue through any formal consumer-protection authority.

EU consumers — National ADR bodies

Each EU Member State has approved Alternative Dispute Resolution (ADR) bodies. Examples:

  • Germany: Allgemeine Verbraucherschlichtungsstelle des Zentrums für Schlichtung e.V.
  • Austria: Internet Ombudsmann
  • France: Médiateur de la consommation
  • Italy: Vari Conciliatori

Israeli consumers

  • Israeli Consumer Protection Authority (הרשות להגנת הצרכן ולסחר הוגן)
  • Court of Magistrate (בית משפט השלום) consumer claims procedure

Court action

You retain the right to bring suit in court:

  • EU consumers: in the courts of your country of residence (per Brussels Ia Regulation Article 18)
  • Israeli consumers: Israeli Court of Magistrate or higher
  • US consumers: per the Terms of Service governing-law clause

Categories of complaints we handle

Category Typical resolution timeframe
Account access / login1-3 business days
Billing dispute7-14 business days
Service quality / outage14-30 business days
Data protection / GDPR rights30 days max (GDPR Art. 12)
Accessibility14 days
Security concernAcknowledge < 24h
Acceptable Use Policy (against another user)Acknowledge < 24h; investigate within 7 business days
Privacy breachAcknowledge < 24h
Other14 days

Confidentiality + non-retaliation

Complaints are handled in confidence. We will not penalize you for raising a complaint in good faith.

Record retention

We retain complaint records for 6 years for general complaints, 7 years for billing-related complaints (Israeli + DACH bookkeeping requirement).

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