www.vairzo.com | Skysync Solutions Ltd
| Company | Skysync Solutions Ltd |
| Website | www.vairzo.com |
| support@vairzo.com | |
| Address | Kavo Gkreko, 007 BUILDING 475, Paralimni, Famagusta, Cyprus |
Complaints and Disputes Policy
This Complaints and Disputes Policy explains how customers and other users of www.vairzo.com 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 website www.vairzo.com is owned and operated by Skysync Solutions Ltd, with its registered address at Kavo Gkreko, 007 BUILDING 475, Paralimni, Famagusta, Cyprus. In this Policy, “we”, “us”, and “our” refer to Skysync Solutions Ltd.
This Policy forms part of and should be read together with our Terms and Conditions, Refund and Returns Policy, Cancellation Policy, Delivery Policy, Privacy Policy, and other applicable policies.
1. Our Commitment
We take every complaint seriously. We aim to handle complaints in a way that is fair, transparent, timely, and respectful of our customers.
We will not penalise or discriminate against any customer because they have raised a complaint in good faith.
Submitting a complaint is free of charge.
2. Scope
This Policy applies to complaints and disputes relating to:
a) the quality, delivery, execution, or accessibility of services purchased through www.vairzo.com;
b) the conduct of our support team or other representatives;
c) billing, payments, refunds, or cancellations;
d) the use, security, functionality, or availability of the website;
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 or services available on the website.
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
Many issues can be resolved quickly by contacting our support team. Please first reach out to:
Email: support@vairzo.com
We aim to respond to support requests within 24 hours, Monday to Friday, 09:00–19:00 Cyprus time, excluding bank holidays.
If, after this initial contact, your concern has not been resolved to your satisfaction, you may escalate the matter as a formal complaint.
4. How to Submit a Formal Complaint
Formal complaints should be submitted in writing by email to:
Please use the subject line:
Formal Complaint – [Your Order Number, if applicable]
To help us investigate quickly, please include:
a) your full name and the email address used on your www.vairzo.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, correction of information, service support, or another suitable resolution;
e) copies of any supporting evidence, such as screenshots, payment confirmations, or earlier correspondence with our support team.
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
Acknowledgement: We will acknowledge receipt of your formal complaint within two (2) business days.
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.
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 inform you, explain the reason, and provide a revised timeframe. In any event, we aim to respond no later than thirty (30) business days from receipt of the complaint.
Possible outcomes may include:
a) an apology;
b) an explanation of what happened and why;
c) correction, re-delivery, or continuation of the affected service, where applicable;
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 Skysync Solutions Ltd
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:
Please use the subject line:
Complaint Escalation – [Your Order Number, if applicable]
This request should be made within fourteen (14) days of our response.
Your escalation will be reviewed by a senior representative of Skysync Solutions Ltd who has not previously dealt with the complaint, where possible.
We aim to provide a final written decision within twenty (20) business days of receiving the escalation request.
7. External Dispute Resolution
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.
Our contact email for dispute resolution purposes is:
Consumers may also contact the Consumer Protection Service of Cyprus or the relevant consumer protection authority in their country of residence, where applicable.
If your complaint concerns the processing of your personal data and you are not satisfied with our response, you may have the right to lodge a complaint with the relevant data protection supervisory authority.
The courts of Cyprus shall have jurisdiction to settle any dispute or claim arising out of or in connection with our Terms and Conditions, website, services, or policies, unless mandatory consumer law in your country of residence provides otherwise.
8. Intellectual Property and Content Complaints
If you believe that any content or service available on www.vairzo.com infringes your intellectual property rights, please send a written notice to:
Please use the subject line:
IP Complaint
Your notice should include:
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 website;
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 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.
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.
9. Chargebacks and Payment Disputes
If you have a concern about a payment, please raise it with us first under this Policy before initiating a chargeback or payment dispute.
Fraudulent chargebacks or bad-faith payment disputes may result in account termination, restriction of access to our services, and/or IP banning.
We will cooperate with legitimate chargeback enquiries from card issuers, banks, and payment providers.
10. Records and Confidentiality
We will keep a record of formal complaints, their handling, and outcomes for a minimum of two (2) years from the date the complaint is closed, unless a longer retention period is required by applicable law.
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) where applicable.
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
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, misleading, or made in bad faith.
Where we exercise this right, we will explain the reasons in writing where appropriate.
12. Changes to This Policy
We may update this Policy from time to time to reflect changes in our practices, services, website operations, or applicable law.
The current version of this Policy is the one published on www.vairzo.com.
13. Contact
For all complaints and queries under this Policy, please contact:
Company: Skysync Solutions Ltd
Website: www.vairzo.com
Email: support@vairzo.com
Address: Kavo Gkreko, 007 BUILDING 475, Paralimni, Famagusta, Cyprus
Hours: Monday to Friday, 09:00 to 19:00 Cyprus time, excluding bank holidays.