We take all complaints seriously. This policy explains how to raise a complaint with Clubvolare and what you can expect from us in response.

7.1 Our commitment

• Acknowledging your complaint within 2 business days
• Investigating your complaint thoroughly and fairly
• Providing a substantive response within 10 business days
• Taking corrective action where appropriate
• Treating all complaints as an opportunity to improve our service

7.2 How to lodge a complaint

Option 1 — In-app feedback. Go to Settings → Feedback and select "Complaint" as the feedback type. Describe your complaint in detail.

Option 2 — Email. support@clubvolare.com. Include your account email, a clear description of the issue, any relevant dates, and what outcome you are seeking.

Option 3 — Post. Registrum, Attn: Complaints Officer, P.O Box 99, Craigieburn VIC 3064, Australia.

7.3 Types of complaints we handle

• Billing disputes (incorrect charges, refund requests)
• Service failures (app not functioning as described)
• Privacy concerns (handling of personal information)
• AI-generated content that is harmful, offensive, or misleading
• Account issues (unauthorised access, account suspension)
• Customer service concerns

7.4 Our response process

• Step 1: Acknowledgement — within 2 business days we confirm receipt and provide a reference number
• Step 2: Investigation — we review the complaint, gather information, and assess the appropriate response
• Step 3: Response — within 10 business days we provide a substantive response outlining findings and any action offered
• Step 4: Resolution — if you accept our response, the complaint is closed. If not, you may escalate

7.5 Escalation

If you are not satisfied with our response, you may escalate to the following external bodies:

• Privacy complaints: Office of the Australian Information Commissioner (OAIC) — oaic.gov.au — 1300 363 992
• Consumer complaints: Australian Competition and Consumer Commission (ACCC) — accc.gov.au
• State consumer protection: Consumer Affairs Victoria — consumer.vic.gov.au — 1300 558 181
• Payment/billing disputes handled by Paddle: paddle.com/help

We will cooperate fully with any external investigation.

7.6a International complaints escalation

Users outside Australia may also escalate unresolved complaints to their local consumer protection or data protection authority, including:

• EU users: Your national data protection authority — find yours at edpb.europa.eu
• UK users: Information Commissioner's Office (ICO) — ico.org.uk
• New Zealand users: Privacy Commissioner — privacy.org.nz
• Canadian users: Office of the Privacy Commissioner of Canada — priv.gc.ca
• US users (California): California Privacy Protection Agency — cppa.ca.gov

We will cooperate with any overseas authority investigating a complaint involving our handling of your personal information.

7.6 Unreasonable complaints

We reserve the right to cease engagement with complaints that are abusive, threatening, or clearly vexatious. We will notify you in writing if we take this step and you may still escalate to an external body.