1. Making a complaint
Write to support@astridapps.com, or call +971 55 547 8847 during opening hours, and tell us what went wrong and what you would like us to do. Include the e-mail address used for your order so we can find it.
2. What happens next
We acknowledge every complaint within two working days and send a full answer within fourteen days. If we need longer, we tell you why and when to expect it.
3. Escalation
Unhappy with the answer? Write to legal@astridapps.com with the subject "Complaint review". The complaint is then reviewed by the company's manager, who replies in writing within fourteen days.
4. Before you contact your bank
If you do not recognise a payment, please write to us first: we can usually identify it and, where it was not authorised, refund it faster than a dispute through your bank. Your right to contact your bank is not affected.
5. If we still disagree
You may refer the matter to the courts set out in our terms of sale, or to any consumer body that has authority where you live.