Lypso Software

Legal

Complaints Policy

Effective date: 10 September 2026

1. Purpose

Lypso Software FZCO ("Lypso Software", "we", "us") wants to hear when something has gone wrong. This policy explains how anyone can raise a complaint about our company, our products or content processed through them, and what we do when we receive one.

2. Who can complain

Anyone: customers, their end users, members of the public, partners and authorities. You do not need to be a customer.

3. How to complain

Write to us:

  • by email at [email protected] for product and service matters, or at [email protected] for reports of illegal content, abuse or breaches of our Acceptable Use Policy;
  • by post to Lypso Software FZCO, IFZA Business Park, Dubai Digital Park, Dubai Silicon Oasis, PO Box 342001, Dubai, United Arab Emirates.

Please include: your name and contact details, what the complaint is about, when it happened, any reference numbers, and what outcome you are looking for. If your complaint concerns specific content, include a link or a precise description so we can locate it.

4. What happens next

  1. Acknowledgement. We acknowledge every complaint within two (2) business days and give you a reference.
  2. Investigation. A person who was not involved in the matter reviews it. We may ask you for more information.
  3. Decision. We aim to give you our decision, and the reasons for it, within seven (7) business days of receipt. If we need longer, for example because we must consult a customer or an authority, we will tell you why and when to expect an answer.
  4. Action. Where the complaint is upheld we correct the problem. This may include removing content, suspending or terminating a customer, refunding a charge, or changing a process.

5. Illegal content and urgent matters

Reports of content that is illegal, that involves minors, or that has been published without the consent of the person shown are treated as urgent. We remove or disable access to such content as soon as we have confirmed the report, and we notify the competent authorities where required. If a customer disputes the removal, the dispute does not delay the removal.

6. Copyright complaints

If you believe content processed through our products infringes your copyright, send the details listed in section 3 together with a description of the work and a statement that you are the rights holder or authorised to act for them. We will act on valid notices and pass them to the customer concerned.

7. Escalation

If you are not satisfied with our decision, reply to our answer within 30 days asking for an escalation. A director of the company reviews the matter and gives a final response within a further ten (10) business days. This does not affect any right you may have to refer the matter to a court, regulator or supervisory authority.

8. Records and confidentiality

We keep a record of each complaint, our investigation and the outcome, for as long as the law requires. We treat complaints confidentially and share details only with the people who need them to resolve the matter or where the law requires disclosure.

9. Bad-faith complaints

Complaints made in bad faith, or repeated complaints about a matter that has already been decided without new information, may be declined. Customers who use the complaints process to harass others may have their accounts suspended.

10. Contact

Lypso Software FZCO, IFZA Business Park, Dubai Digital Park, Dubai Silicon Oasis, PO Box 342001, Dubai, United Arab Emirates. Email: [email protected].