Complaints & Resolution

Customers should first contact hello@evidentity.ai for any complaint related to billing, cancellation, fulfillment, service delivery, recommendation infrastructure work, or communication quality.

The purpose of this first-contact path is to resolve issues directly through documented review before they escalate into a payment dispute, chargeback, or unnecessary external complaint.

• customer name and company name;
• service purchased or active plan;
• invoice, payment, or order reference where applicable;
• clear description of the complaint and requested resolution;
• any supporting communication, dates, or delivery records relevant to the issue.

Evidentity reviews complaints against the applicable plan, invoice, activation state, fulfillment status, service records, guarantee conditions if applicable, and any governing commercial documents attached to the customer relationship.

This review may include billing verification, delivery verification, activation timing, onboarding status, cancellation timing, and whether the issue falls under ordinary support, refund review, or guarantee review.

Evidentity aims to acknowledge customer complaints within 2 business days and to provide a substantive review response within 10 business days in ordinary cases.

More complex matters involving custom scopes, signed contracts, guarantee review, third-party payment records, or external merchant-of-record coordination may require a longer handling period.

• service clarification or operational explanation;
• billing correction where a genuine billing error is confirmed;
• cancellation handling according to the applicable policy or commercial agreement;
• refund review under the Refund & Cancellation Policy or guarantee terms where applicable;
• structured escalation for custom commercial relationships where a signed agreement governs.

Customers are expected to contact Evidentity first before initiating a chargeback or external payment dispute wherever reasonably possible. Early review often resolves billing or fulfillment confusion faster and with less commercial friction for both sides.