Complaint Policy
Unlaced is committed to providing a high-quality service and maintaining a safe platform. This policy explains our process for handling complaints from our users.
Last updated: December 30, 2025
1. How to Submit a Complaint
If you have a complaint regarding our services, billing, or another user, please contact our support team at [email protected] To help us resolve the issue quickly, please include:
- Your account email or username.
- A clear and detailed description of the issue.
- Any relevant timestamps, URLs, or screenshots.
- The resolution you are seeking.
2. Our Review Process
Upon receiving a complaint, we will:
- Acknowledge receipt of your complaint.
- Assign a support specialist to investigate the matter.
- Request additional information if necessary.
- Provide a formal response or resolution within 5 business days.
3. Escalation
If you are not satisfied with the initial resolution, you may request to have your complaint reviewed by a senior manager. Please state clearly why you believe the initial resolution was unsatisfactory.
4. Confidentiality
All complaints are handled with discretion. Information will only be shared with the personnel necessary to investigate and resolve the issue.