Complaints Policy

1. Scope

This Policy covers complaints by Vendors, Partners, Agencies, Suppliers, Developers, Affiliates, and visitors about the Orbit Commerce Service, our staff, or our suppliers acting on our behalf. It is published in line with regulation 11 of the Online Intermediation Services for Business Users (Enforcement) Regulations 2020 (which implements the EU P2B Regulation in the United Kingdom), and as a matter of good practice.

This Policy does not cover complaints about a Vendor’s Storefront, products, or services — those complaints should be raised with the Vendor directly. We are not a party to sales made on Vendor Storefronts.

2. Things this Policy Cannot Do

For clarity, this Policy is not:

• a basis for guaranteed compensation, refunds, Service Credits, or other financial outcomes — financial remedies are governed only by the Refund and Cancellation Policy and the Service Level Agreement;
• a way to vary the contractual terms in the Terms of Service or any other applicable agreement;
• a forum for legal advice or representation;
• an alternative to formal legal proceedings, regulator complaints, or industry dispute resolution — we describe those routes in section 7.

3. Stage 1 — Informal Resolution

We expect most issues to be resolved by contacting our support or account teams first. Many issues are technical and a support ticket is the quickest way to fix them. Please raise your issue with support@orbitcommerce.net before escalating to a formal complaint, unless the issue is a matter of regulator concern, harassment, discrimination, or another matter where informal resolution would be inappropriate.

4. Stage 2 — Formal Complaint

If informal resolution does not work, or if it is not appropriate, you may submit a formal complaint to support@orbitcommerce.net. Please include:

• your name, your Vendor Account (or other identifier), and contact details;
• a clear description of the issue, including dates and any ticket numbers;
• the outcome you are seeking;
• any evidence (screenshots, correspondence) you want us to consider.

We aim to acknowledge formal complaints within five (5) business days. We aim to give a substantive response within thirty (30) days. Complex or multi-issue complaints may take longer and we will tell you if we need more time. These are targets, not contractual commitments.

5. Stage 3 — Escalation

If you are not satisfied with the Stage 2 response, you may request a review by a director by replying to the Stage 2 response and asking for escalation. The director review is final as far as our internal complaints process is concerned. We aim to respond to escalation requests within thirty (30) days, but this is a target, not a guarantee.

6. What We Will Not Do

We will not:

• tolerate abusive, threatening, or discriminatory language directed at our staff or suppliers — complaints made in this manner will be paused until the behaviour stops, and may be closed if it does not;
• consider complaints that are vexatious, repetitive, or that re-raise matters that have already been decided through this process;
• consider complaints about matters outside our control (including third-party Storefronts, third-party apps and themes, and matters between Vendors and their Customers);
• use the complaints process as a route to grant financial remedies that are not payable under our other policies.

7. External Routes

If you remain unhappy after our internal process, you may use one of the external routes below, where it applies to your complaint:

• Data protection: Information Commissioner’s Office (ICO) at ico.org.uk;
• Online safety: Ofcom at ofcom.org.uk;
• Advertising: Advertising Standards Authority at asa.org.uk;
• Consumer protection (consumer matters only): Citizens Advice at citizensadvice.org.uk;
• Competition and digital markets: Competition and Markets Authority at gov.uk/cma;
• Mediation (P2B Regulation): we are willing to engage in good faith with mediation by a UK-recognised mediator where required by regulation 11 of the Online Intermediation Services for Business Users (Enforcement) Regulations 2020. Each party will bear its own mediator costs unless the parties agree otherwise;
• Court proceedings: the courts of England and Wales in accordance with the governing law and jurisdiction provisions of the relevant agreement.

8. Contact