Complaints Policy

Introduction

Disco Chess ("we", "us") always strives to provide the best possible services and products and it is important to us that you let us know if any issues arise, so that we can deal with these fairly and efficiently.

This policy sets out how you can make a complaint to us if we have fallen short of your expectations. It also sets out how we will deal with any complaints we receive.

Making a complaint

Should you need to submit a complaint, you can do so by emailing us at [email protected].

So that we can deal with your complaint as quickly as possible, we ask that you provide the following information:

  • Your full name
  • An email address and telephone number we can contact you on
  • Your order number
  • A description of your complaint, which is as clear and detailed as possible, and includes all relevant information
  • Any documentation related to your complaint

What happens when a complaint is submitted?

Stage 1: Acknowledgement

Our complaints handling team will acknowledge receipt of your complaint by email within 5 working days of the date we receive it.

Stage 2: Investigation

We will carry out an investigation into the circumstances of your complaint. If we need any further information from you, we will let you know.

Investigations generally take up to 14 days to complete, but where a complaint is complex, it may take longer. If we think the investigation will take longer, we will inform you of this.

Stage 3: Response

Once we have carried out a full investigation, we will email you setting out our response to your complaint, and if your complaint is upheld, we will provide you with a proposed resolution. This resolution may include a total or partial refund, credit, discount code, or providing the goods or services to you again. Where your complaint is not upheld, we will explain why.

Subscription and Billing Complaints

If you have a complaint related to a Premium subscription payment or billing issue, please include the following additional information:

  • The email address associated with your Disco Chess account
  • The date and approximate amount of the payment in question
  • A description of the billing issue (e.g., unexpected charge, failed cancellation, duplicate payment)

For subscription-related complaints, we aim to:

  • Respond within 3 working days for billing disputes
  • Process valid refund requests within 5-10 working days
  • Provide clear explanations for any charges made to your account

Refund Policy: Refund requests for subscription payments must be submitted within 14 days of the charge. Refunds are considered on a case-by-case basis and may be granted for circumstances such as accidental purchases, technical issues preventing access to Premium features, or billing errors on our part.

If you are unsatisfied with our response

We aim to be as fair as possible, and in our experience, most complaints are resolved at the response stage. However, if you are not satisfied with our response, you can submit an escalation of the complaint to our Complaints Manager at [email protected].