Complaints Policy

1. Our commitment

We aim to handle complaints fairly, consistently, respectfully and without unnecessary delay.

You will not be treated less favourably because you make a complaint in good faith.

2. What this policy covers

Orders, delivery, licences, refunds, product descriptions, support, website experience, reviews, privacy and accessibility.

Technical product bugs may need publisher investigation, but Softkrtl remains responsible for its own retail obligations.

3. Information to provide

Your name and contact email; order number if applicable; the product and licence type; a clear description; dates and relevant evidence; and the outcome sought.

Do not send full payment-card details, passwords or unnecessary identity documents.

4. Stage 1 - initial review

We aim to acknowledge a general complaint within 2 working days and provide a substantive response within 10 working days.

If more time is needed, we will explain why and provide an update. We may request information or contact a publisher, distributor or Stripe where needed.

5. Stage 2 - escalation

If you remain dissatisfied, reply and ask for a review. A person not directly responsible for the original response will review it where practical.

We aim to issue a final response within a further 10 working days, or explain any delay.

6. Data protection complaints

Clearly identify a privacy or data protection complaint. We will acknowledge it within 30 days of receipt, investigate without undue delay, keep you informed where appropriate and notify you of the outcome.

You may also complain to the Information Commissioner's Office.

7. Accessibility complaints

Tell us the page, task, device, browser and assistive technology involved. We will try to provide the information or service in an accessible alternative and investigate the barrier.

8. Outcomes

Depending on the issue, we may explain our decision, apologise, correct information, re-deliver a licence, provide support, replace a key, reduce the price, issue a refund, update a process or take another appropriate step.

9. Alternative dispute resolution

Softkrtl does not currently subscribe to an ADR scheme.

If our internal complaints procedure is exhausted and a consumer dispute remains unresolved, our final response will state that we cannot settle the complaint, identify an appropriate approved ADR entity and provide its website, and state whether we are willing or required to participate.

10. Records and confidentiality

We retain complaint records in line with our Privacy Policy. We share complaint information only where needed to investigate, comply with law or obtain professional advice.

11. Unreasonable behaviour

We may set proportionate communication boundaries where conduct is abusive, threatening, discriminatory, knowingly false or excessively repetitive. This will not prevent a genuine complaint from being considered.