COMPLAINT RESOLUTION POLICY

CertApple.com is committed to providing high-quality Apple certificate services and ensuring customer satisfaction. However, during the course of using our services, if you encounter any issues or have any complaints, we are committed to resolving them promptly and fairly.

1. Scope of Application

This policy applies to all CertApple.com customers using Apple certificate services, including the purchase and activation of Apple certificates, as well as other related services. Any complaints regarding service quality, certificates, accounts, or related issues will be handled in accordance with this policy.

2. Complaint Submission Process

Customers can submit complaints through the following channels:

• Email: Send an email to [email protected] with a detailed description of the issue you are experiencing.
• Telegram: Contact our admin directly via Telegram at @QTUNUy to request support.

When submitting a complaint, please provide the following information:

• Your registered name and email address
• Order ID or details related to the service package you purchased
• A detailed description of the issue or reason for the complaint
• Any relevant documents or evidence (if available)

3. Complaint Resolution Process

Once a complaint is received, we will take the following steps:

1. Acknowledgement: After you submit your complaint, we will acknowledge receipt via email or Telegram within 24 business hours.
2. Complaint Review: Our support team will review the information and investigate the issue within 3–5 business days from the date the complaint is received. If additional information or evidence is needed, we will contact you to request it.
3. Resolution: Based on the investigation results, we will provide an appropriate resolution, which may include:
   • Issuing a new certificate if your existing one is faulty or revoked without user error
   • Providing (a full or partial refund) if an error is confirmed on the part of CertApple.com
   • Offering technical guidance and support if the issue is due to incorrect usage or installation

4. Resolution Timeframe

We are committed to resolving customer complaints within 7–10 business days from the date we receive all necessary information and supporting evidence. In more complex cases, the resolution process may take longer, and we will keep you informed about the status and progress.

5. Customer Rights

• Customers have the right to file complaints and request fair and transparent resolution of any issues related to our services.
• If you are not satisfied with the outcome of the complaint resolution, you have the right to request a case review or seek assistance from relevant authorities if necessary.

6. CertApple.com's Commitment

• We are committed to handling all customer complaints objectively, transparently, and in a timely manner.
• All information related to customer complaints will be kept strictly confidential and used solely for the purpose of resolving the complaint.

7. Contact Support

If you have any questions or need further assistance regarding the complaint process, please contact us through:

• Email: [email protected]
• Telegram ADMIN: @QTUNUy