Dispute Resolution Policy

We're committed to resolving any issues quickly and fairly. This policy outlines how to raise a dispute, our investigation process, and escalation options.

When to File a Dispute

File a dispute if you experience:

• Billing errors: Incorrect charges, duplicate billing, or unauthorized charges
• Service issues: Extended downtime beyond SLA, data loss, or workflow failures
• Refund delays: Refund not processed within stated timeframe (see Refund Policy)
• DFY deliverables: Work not matching agreed scope or quality standards
• Support failures: No response within SLA timeframe (see Support Policy)
• Policy violations: Belief that we violated our own terms or policies

Before Filing a Dispute

Try to resolve the issue through normal support channels first:

1. Contact support@levqor.ai with details of your concern
2. Allow 24-48 hours for initial response (faster for Agency plan)
3. If unresolved, request escalation within your support ticket
4. If still unresolved after escalation, proceed to formal dispute

How to File a Formal Dispute

Step 1: Submit Dispute

Email disputes@levqor.ai with:

• Subject line: "Formal Dispute - [Brief Description]"
• Your account email: For verification
• Detailed description: What happened, when, and why you believe it's incorrect
• Supporting evidence: Screenshots, invoices, timestamps, correspondence
• Desired outcome: Refund amount, service credits, or other resolution
• Previous ticket numbers: If you've already contacted support

Step 2: Acknowledgment

Within 2 business days, you'll receive:

• Confirmation email with dispute reference number
• Name of assigned dispute resolution specialist
• Estimated timeline for investigation (typically 7-14 days)

Step 3: Investigation

Our team will:

• Review your submitted evidence
• Check system logs, billing records, and support history
• May request additional information from you
• Consult with relevant teams (engineering, billing, DFY)

Step 4: Resolution

Within 14 business days, you'll receive:

• Detailed explanation of findings
• Decision on dispute (upheld, partially upheld, or denied)
• If upheld: refund, service credits, or other remedy
• If denied: clear explanation with supporting evidence
• Information on escalation options (if not satisfied)

Escalation Process

If you're not satisfied with the dispute resolution:

Level 1: Senior Review

• Reply to your dispute email requesting senior review
• Case reviewed by Head of Customer Success within 5 business days
• Final internal decision provided

Level 2: Executive Escalation

• Email escalations@levqor.ai with your dispute reference number
• Case reviewed by company director within 7 business days
• This is the final internal escalation level

Level 3: External Resolution

If still unresolved, you may pursue:

• Credit card chargeback: Contact your card issuer (must be within 60-120 days of charge)
• Small claims court: For disputes under £10,000 (England and Wales)
• Alternative dispute resolution: We're willing to participate in mediation

Common Dispute Types and Resolutions

Billing Disputes

• Duplicate charges: Full refund within 5 business days
• Incorrect plan charge: Refund of difference + apology credit
• Forgot to cancel: Reviewed case-by-case, may offer pro-rated refund

Service Level Disputes

• SLA breach: Service credits per SLA table
• Extended downtime: Pro-rated refund + service credits
• Data loss: Full investigation, refund + compensation depending on severity

DFY Disputes

• Scope mismatch: Additional revisions or partial refund (see Revisions Policy)
• Quality issues: Rework at no charge or full/partial refund
• Missed deadlines: Discount on future services or refund

Response Timeframes

Your Rights

During a dispute, you have the right to:

• Continued service access (unless account poses security risk)
• Request copy of all evidence we're considering
• Provide additional evidence at any stage
• Request case be reviewed by different team member
• Escalate to senior leadership
• Pursue external resolution if internal process doesn't satisfy

Preventing Disputes

We're always working to prevent disputes by:

• Clear billing notifications before charges
• Transparent pricing with no hidden fees
• Proactive communication about service issues
• Regular SLA reporting for Agency customers
• Clear DFY scope documentation and approvals

This Dispute Resolution Policy is part of our Terms of Service. See also: Refund Policy, SLA. Last updated: November 2025.