Complaint Resolution Policy
Last updated: July 14, 2026
AcelleMail commits to handling every customer complaint seriously, transparently, and within the stated timeframe, in a spirit of negotiation and mutual respect.
1. How to file a complaint
| Channel | Address | Hours |
|---|
| Email (preferred) | [email protected] | Intake 24/7, processed business hours |
| Contact form | https://acellesend.com/contact | Intake 24/7 |
| Registered Office | Billion Trade Centre, 31 Hong To Road, Ngau Tau Kok, Kowloon, Hong Kong | Business hours |
2. Information to include
- Your name (or company name + tax ID for businesses)
- Account email or order number
- Contact phone
- Clear description with dates and concrete events
- Specific desired outcome (refund, bug fix, apology, explanation…)
- Supporting evidence: screenshots, error logs, contracts, invoices, prior emails…
3. Response times
| Complaint type | First response | Resolution |
|---|
| Billing / refund | ≤ 24 business hours | ≤ 7 business days |
| Service quality / technical | ≤ 24 business hours | ≤ 14 business days |
| Security / privacy | ≤ 24 hours | ≤ 30 days |
| Contract dispute / damages | ≤ 3 business days | ≤ 30 business days |
| Other | ≤ 3 business days | Per complexity; communicated to customer |
4. Resolution process
- Intake: The complaint receives a ticket ID; you receive a confirmation email with owner and ETA.
- Triage and investigation: The responsible team (Billing / Tech / Legal / Privacy) investigates; may request additional info from you.
- Proposed resolution: Sent in writing (email) with reasoning. You have 7 days to respond.
- Execution: Upon your agreement, the resolution is executed.
- Closure: After your confirmation, the ticket is archived. If you do not respond within 14 days of our proposed resolution, the ticket is considered resolved and closed.
5. Escalation
- Tier 2 — Team manager: response within 3 business days.
- Tier 3 — Managing Director / Legal representative: response within 7 business days; final company position.
6. External remedies
If we cannot resolve a complaint to your satisfaction through the process above, you remain free to pursue any external remedy available to you, including:
- Consumer / data-protection authorities: you may refer the matter to the consumer-protection or data-protection authority that has jurisdiction over you.
- Mediation or arbitration: both parties may agree to resolve the dispute through an independent mediation or commercial-arbitration body.
- Courts: unresolved disputes may be brought before a court of competent jurisdiction, as set out in our Terms of Service.
7. Our commitments
- We resolve complaints in a spirit of negotiation, mediation, mutual respect, and shared benefit.
- All information handled during a complaint is treated per the Privacy Policy.
- You will not be discriminated against or disadvantaged for filing a legitimate complaint.
