Complaints Procedure

If something has gone wrong, we want to know and we want to fix it. This page explains how to complain, what happens next, and where you can escalate if you are not satisfied with our answer.

Email support@avelxai.comwith "Complaint" in the subject line, from the email address on your Avelx account. Please include:

• what happened and when;
• the campaign or feature involved, if relevant;
• what outcome you are looking for.

• Within 2 working days — we acknowledge your complaint and give you a reference.
• Within 10 working days — we investigate and send you a full response, or an update with a clear timeline if the investigation needs longer.
• Resolution — where we got it wrong, we will say so, put it right, and where appropriate offer a remedy such as a credit or refund.

If you are not happy with our final response, reply asking for escalation and it will be reviewed by the business owner rather than the person who handled it first.

For complaints about how we handle your personal data, you can also contact the Information Commissioner's Office at ico.org.uk. If you paid by card and believe you are owed a refund we have refused, you may also have rights through your card provider.

Complaints about the content of a live advert can be sent to us at the address above and we will review the creative promptly. Advertising in the UK is also regulated by the Advertising Standards Authority (asa.org.uk).

See also our Terms of Service, Cancellation Policy, and Privacy Policy.