Customers and other platform users can submit feedback, service requests and complaints about Aflowbiz subscriptions, payments, account access, availability, privacy or use of the service. This supplement describes how a request is received and the published resolution targets; it does not replace any existing customer right.
Provide the workspace or account email, a concise description of the issue, the date and circumstances, the relevant transaction or invoice reference (if any), and any supporting screenshots or records. Do not include passwords, access tokens or unnecessary sensitive personal data. We may ask for further information or identity verification where necessary.
Step 1 – Submit. Send the request by the online email or the in-app channel, with the relevant details and your preferred contact route.
Step 2 – Acknowledge and classify. We confirm receipt, check that the essential information is complete, and classify the request (for example billing, account, service or data protection).
Step 3 – Investigate and remedy. The responsible support or technical team reviews logs, records and evidence as appropriate, asks for clarification when required, and considers the available remedies such as correcting a charge, restoring access or remediating the service.
Step 4 – Respond and review. We communicate the proposed or final outcome. Where a complaint remains unresolved, the requester may ask for further human review through the same channels, and may use statutory remedies or contact a competent authority where the law permits.
The Complaint Handling page publishes the following timelines. They are service-response targets and do not reduce any shorter statutory deadline.
| Step / type of case | Timeline |
|---|---|
| Acknowledge and begin verification | Within 60 minutes of receiving complete information |
| Reply after verification | No more than 120 minutes |
| Complaints affecting customer data | No more than 1 business day |
| Billing complaints | No more than 3 business days |
| Service-quality and other complaints | No more than 7 business days |
If objective circumstances prevent resolution within a stated target, support contacts the customer, explains the delay and gives an updated expected time. Urgent security or personal-data incidents are additionally handled under the applicable legal incident-response rules.
We use support correspondence, account and billing records, transaction references and relevant technical logs to review complaints. Where a reference number or status update is supported by the service channel, the customer can use it for follow-up; this notice does not represent that a standalone public dispute-tracking dashboard is currently available.
A confirmed billing error or failure to deliver service is assessed under the Refund Policy. A privacy complaint is also processed under the Privacy Policy and the supplementary data-rights disclosure.
Contact: aws@aflowbiz.com, in-app Support, or the Complaint handling page linked below. Mandatory consumer and data-protection law remains applicable.
This disclosure supplements, and does not replace, the existing Aflowbiz pages listed below. Mandatory consumer and data protection law prevails to the extent applicable.