Complaints Procedure

1. Scope

This procedure covers complaints concerning:

• Service quality, availability, billing, cancellation or refund;
• privacy, personal data or digital rights;
• intellectual-property or confidentiality concerns;
• unauthorised monitoring, form submissions or access;
• illegal content or use of the Service;
• Account suspension or enforcement action;
• security or abuse; and
• another alleged breach of applicable law or the SENRIKO documents.

A routine support question can use the same channels and will be routed appropriately.

2. How to submit

Send the complaint through https://senriko.com/contact or help@senriko.com. Use a clear subject such as Complaint, Privacy Request, Refund, Unauthorised Monitoring, Copyright or Security.

Provide, where relevant:

• your name and contact email;
• organisation and authority to act;
• Account email or Workspace/Site identifier;
• affected URL, check, transaction or incident identifier;
• dates and concise facts;
• requested outcome; and
• supporting screenshots or documents.

Do not send passwords, complete card details, secret keys, identity documents or unrelated sensitive information. SENRIKO may request proportionate identity/authority verification.

3. Urgent reports

Mark an active security issue or continuing unauthorised form submission as Urgent. If the report plausibly indicates immediate harm, SENRIKO may pause the affected Check, Site, link or Account while investigating. This interim action does not predetermine the final decision.

If a complaint concerns the conduct of one or more SENRIKO users, SENRIKO will notify each affected user and provide the complaint data relating to that user where the Digital Code requires it, subject to lawful redaction for another person’s rights, confidentiality, security and an active investigation.

4. Review and time frame

SENRIKO records and routes the complaint to a person able to review it. SENRIKO will take the measures necessary to remedy a violation identified in the complaint within five business days after receipt. If objective remediation requires longer, SENRIKO will explain and justify the required period within those five business days.

SENRIKO reports the measures through the same channel used for the complaint unless the complainant requests another. The response states the decision, material reasons, action taken or scheduled, justified additional period if any, and available review/escalation route. A complex third-party or payment investigation may continue, but it does not replace the required remediation or interim protective measure.

5. Specific routes

• Privacy/data subject: handled under the Privacy Policy and DPA; requests may be referred to the relevant Customer-controller.
• Paddle charge/payment: SENRIKO reviews Service facts; Paddle handles the payment transaction under its role.
• Unauthorised monitoring: SENRIKO may request proof of Site authority, pause the Check and contact the Account owner.
• IP/content: identify the protected work/right, location, basis of authority and requested action; SENRIKO may seek a counter-response.
• Account enforcement: provide the Account and reason for review; security-sensitive details may be withheld where disclosure would facilitate abuse.

6. Internal review and escalation

If you disagree, reply with the specific factual or legal point that should be reconsidered. A different reviewer will assess it where reasonably available.

A privacy complaint may be submitted to the Personal Data Protection Agency under the Cabinet of Ministers of the Kyrgyz Republic at https://dpa.gov.kg/. Where the Digital Code’s dispute route applies, a SENRIKO decision is challenged first through the mandatory pre-trial sector-regulator procedure and then in court. A consumer may also use any additional mandatory mechanism in the consumer’s country.

7. No retaliation and records

SENRIKO does not retaliate for a good-faith complaint. Fraudulent, abusive or knowingly false submissions may be restricted under the Terms.

Complaint and decision records are retained for up to three years after closure, longer only for an active dispute, security matter or binding legal duty. Access is restricted to support, compliance, security and legal purposes.