Complaints Procedure

Last updated: August 29, 2025

At RiderWin Labs OÜ, we are committed to providing excellent service and addressing any concerns you may have. This page outlines our complaints procedure and your rights as a consumer.

1. How to Submit a Complaint

Step 1: Contact Us Directly

We encourage you to contact us first to resolve any issues:

Email: complaints@riderw.in
Contact Form: Contact Us
Postal Address: RiderWin Labs OÜ, Tööstuse 75-71, Tallinn, Estonia

Step 2: Provide Details

When submitting a complaint, please include:

Your full name and contact information
A clear description of the issue
Any relevant order numbers or account details
Copies of any relevant documents or correspondence
What you would like us to do to resolve the issue

2. Our Response Process

Acknowledgment

We will acknowledge your complaint within 2 business days of receiving it.

Investigation

We will investigate your complaint thoroughly and may need to contact you for additional information.

Resolution

We aim to provide a full response and resolution within 15 business days. If we need more time, we will explain why and provide an estimated timeline.

3. Types of Complaints We Handle

Service Quality Issues

Technical problems with our platform
Delays in service delivery
Quality of AI solutions provided
Customer support concerns

Billing and Payment Issues

Incorrect charges
Billing disputes
Refund requests
Payment processing problems

Data Protection Concerns

Privacy issues
Data access requests
GDPR compliance concerns
Cookie and tracking preferences

General Business Issues

Contract disputes
Service availability
Communication problems
Accessibility concerns

4. Escalation Process

If you are not satisfied with our initial response, you can escalate your complaint:

Level 1: Team Lead Review

Your complaint will be reviewed by a team lead within 5 business days.

Level 2: Management Review

If still unresolved, your complaint will be escalated to management within 10 business days.

Level 3: Executive Review

For complex issues, your complaint may be escalated to executive management for final resolution.

5. Alternative Dispute Resolution

EU Consumer Protection

As an EU-based company, we are subject to EU consumer protection laws. If we cannot resolve your complaint satisfactorily, you have several options:

Estonian Consumer Protection

You can contact the Estonian Consumer Protection Board:

Estonian Consumer Protection Board
Endla 10a, 10122 Tallinn, Estonia
Email: info@tarbijakaitseamet.ee
Website: www.tarbijakaitseamet.ee

Online Dispute Resolution (ODR)

For online purchases, you can use the EU's Online Dispute Resolution platform: ec.europa.eu/consumers/odr

6. Your Rights as a Consumer

Right to Information

You have the right to clear, accurate, and timely information about our services and your rights.

Right to Redress

You have the right to seek redress if our services do not meet the agreed standards.

Right to Representation

You have the right to be represented by consumer organizations or legal representatives.

Cooling-off Period

For certain services, you may have a cooling-off period during which you can cancel without penalty.

7. Contact Information

Complaints Department

Email: complaints@riderw.in
Phone: +372 XXX XXX XXX (business hours: Mon-Fri 9:00-17:00 EET)

Legal Department

Email: legal@riderw.in

Data Protection Officer

Email: dpo@riderw.in

8. Updates to This Procedure

We may update this complaints procedure from time to time. We will notify you of any material changes through our website or direct communication.

This complaints procedure complies with EU consumer protection laws and Estonian business regulations.