Dispute policy

Introduction

The present Policy is a framework for handling disputes between Readease and its customers arising from their use of our website services. Please note that the scopes of this Policy are limited by out-of-court settlements, where parties reach a mutually satisfying agreement by the existing business practices.

Definitions

A dispute is a procedure initiated in response to a filed complaint in order to establish whether Readease provided the specified services in the previously specified amount and with the corresponding quality. A user’s complaint is a verbal or written expression of dissatisfaction, voiced or sent in person or on behalf of an eligible complainant, related to Readease’s failure to provide the specified service. An information request or elucidation is not considered a complaint.

User Procedure

Within the context established above, any user who has previously ordered Redease services, must send their complaints to:

• Physical address: Bulgaria, Sofia, 1000, Knyauginia Maria Louise 9-11, floor 2, office 4;

• Phone or voice mail: +359 087 617 8596;

The user is not obliged to adhere to certain complaint guidelines and can freely express their dissatisfaction as long as the complaint remains civil and doesn’t contain any indecencies or threats to life and health of Redease’s representatives.

Company Procedure

Upon receiving your complaint, Readease will treat it as follows:

• Unless we can handle your complaint within three business days, you will receive an acknowledgement as a response during this period;

• Should the complaint handling take even more time, we’ll send you a monthly update letter to report on the progress;

• In any event, you shall receive a final letter stating the outcome of handling and the course of action proposed by Readease;

• Should the user reject the method offered by Readease, we remove our further liability and shall resort to legal actions, if necessary.