Communi is committed to providing a structured process for handling complaints and disputes. This policy ensures that Users understand where to raise issues, how complaints are addressed, and the steps available if resolution cannot be reached internally. By using the Communi platform, all Users agree that the procedures set out in this section exclusively govern the resolution of any disputes, unless otherwise required by mandatory law.

1. Scope

   1. This process applies to all Users of Communi, including:

      • General users (members, subscribers, and community administrators); and
      • Affiliates (commission, payout, or program-related matters).

   2. The process covers disputes relating to, without limitation:

      • Billing, refunds, or payments;
      • Affiliate commissions, deductions, or payouts;
      • Platform access, suspension, or termination of accounts; and
      • Content moderation, community guidelines, or group management.

   3. This process does not apply to disputes that:

      • Fall outside Communi’s contractual or legal control; or
      • Involve third-party integrations or services not operated by Communi.
   4. Communi reserves the right, in its sole discretion, to determine whether a matter falls within the scope of this process.

2. Principles

   1. Transparency – Users will be informed of the proper channels to submit complaints, and the steps Communi will take to review and address them.
   2. Fairness – All disputes will be reviewed in good faith, based on available evidence and records.
   3. Efficiency – Communi will use reasonable efforts to acknowledge complaints promptly and provide substantive responses within the timelines set out below.
   4. Finality – Users agree that Communi’s final internal decision shall be binding and conclusive, unless otherwise required by mandatory law. Users waive any right to initiate external proceedings until all internal processes are fully exhausted.

3. Steps of the Process

   1. Step 1 – Self-Help

      Before submitting a complaint, Users must first review:

      • The Knowledge Base or FAQs;
      • The Affiliate Program Terms & Conditions; and
      • The Refund Policy.

   2. Step 2 – Support Ticket

      If unresolved, Users may submit a complaint via the Support Center or by email to support@communi.com.

      Complaints must include:

      • User’s account details (name and registered email);
      • A description of the issue; and
      • Supporting evidence (invoices, receipts, screenshots, etc.).

      Communi will acknowledge receipt of the complaint within two (2) business days. Acknowledgement does not constitute acceptance of validity, completeness, or timeliness of the complaint.

   3. Step 3 – Internal Review

      Complaints will be assigned as follows:

      • Affiliate complaints → Affiliate Program Team
      • Billing/payment disputes → Billing Team
      • Content/community disputes → Community Operations Team

      Communi will use reasonable efforts to provide a substantive response within ten (10) business days of acknowledgement. Communi may extend timelines at its discretion where additional investigation is required, with notice to the User.

   4. Step 4 – Resolution / Remedy

      Outcomes may include:

      • Refunds (if eligible under the Refund Policy);
      • Clarification or adjustment of affiliate commissions (if an error is confirmed);
      • Denial of the complaint with reasons provided; or
      • Alternative remedies (e.g., credit, subscription extension).

      All remedies are discretionary unless expressly required by law, and Communi’s decision shall be final.

   5. Step 5 – Escalation

      If the User is dissatisfied, they may request escalation to the Compliance Team.

      The Compliance Team will independently review the matter and provide a final determination within fifteen (15) business days of escalation.

   6. Step 6 – External Disputes

      If unresolved, disputes shall be governed by the laws of Hong Kong, and the courts of Hong Kong shall have exclusive jurisdiction, unless otherwise required by mandatory law.

4. Special Rules for Affiliates

   1. All affiliate commission amounts displayed in dashboards are calculated on a Net Transaction Value basis (gross sale price minus refunds, chargebacks, processing fees, taxes, and other applicable deductions).
   2. Disputes regarding affiliate payouts must be submitted within thirty (30) days of the relevant payout date. Failure to do so constitutes acceptance of the payout and a waiver of further claims.
   3. Communi’s internal transaction and accounting records are the authoritative and conclusive system of record for all commission calculations and shall not be subject to external audit or challenge.
   4. Complaints raised in group posts, chats, or public forums are not valid submissions and will not be reviewed.

5. Communication Standards

   1. All complaints must be submitted respectfully and in good faith.
   2. Harassment, abusive language, threats, or repeated attempts to bypass official channels may result in suspension or termination of the User’s account. Communi may, at its sole discretion, decline to process or terminate any complaint submitted in violation of this standard, without prejudice to its other rights or remedies.

6. Record-Keeping

   1. Communi will maintain logs of all complaints, the actions taken, and the final outcomes for internal compliance purposes.
   2. Records will be retained for a minimum of two (2) years from the date of resolution, or longer where required by law. Such records are for Communi’s internal use only and shall not be subject to disclosure to Users, except where mandated by law.

7. Limitation of Liability

   1. Nothing in this policy shall be construed to create any obligation for Communi to provide compensation, damages, or remedies beyond those expressly stated.
   2. Communi’s total liability arising out of or in connection with any complaint shall not exceed the amount actually paid by the User to Communi in the twelve (12) months preceding the complaint.