GridStats Complaints Policy

Effective date: 18 March 2026
Last updated: 18 March 2026

This policy defines the rules for submitting and processing complaints related to Platform performance, premium services, and billing.

1. Scope of Complaints

• Platform operation and service availability,
• registration, login, and account functionality,
• account deletion and post-deletion access issues,
• granting or loss of Premium status,
• payments and authorization via PayByLink (Systemy Platnicze sp. z o.o., al. Jana Pawla II, 00-133 Warszawa, NIP: 1182105129, REGON: 360726494),
• refunds.

2. Contact Details

Complaints are handled by: Jakub Burzynski
E-mail: [email protected]
Correspondence address: Aleja Partyzantow 10c/1, 47-224 Kedzierzyn-Kozle

3. How to Submit a Complaint

• by email: [email protected],
• in writing to the service provider's correspondence address.

Submitting a complaint is free of charge.

Email is recommended for faster processing.

The User receives confirmation of complaint receipt by email where technically feasible.

4. Complaint Requirements

• account identifier (for example email),
• contact details,
• description of the issue and incident date,
• expected resolution,
• transaction details (transaction ID, amount, date) if payment-related.

For account deletion requests, include the email assigned to the account and a clear request to delete the account.

5. Processing Timelines

• Complaints are processed without undue delay.
• The response deadline is up to 14 calendar days from receiving a complete submission.
• In particularly complex matters, this deadline may be extended with prior notice sent before the original deadline, including the reason and updated response date.

The 14-day period starts on the date a complete complaint is received by the service provider.

If required complaint information is missing, the User may be asked to supplement the complaint within a specified deadline; if the data is not supplemented, the complaint may be rejected or left unprocessed to the extent impossible to assess.

Complaint responses are provided by email, unless another form is required by law.

Account deletion requests may require identity verification before completion for security reasons.

The decision includes whether the complaint is accepted (in whole or in part) or rejected, together with core reasoning.

6. PayByLink Payment Complaints

If there is an issue with authorization or transaction status, the service provider may request additional payment verification.

For technical issues on the operator side, the User may be asked to contact PayByLink in parallel.

PayByLink operator: Systemy Platnicze sp. z o.o., al. Jana Pawla II, 00-133 Warszawa, NIP: 1182105129, REGON: 360726494.

The service provider is responsible for account status, premium activation, and service-side settlement logic; PayByLink acts as an independent payment-services controller responsible for payment execution and operator-side transaction processing.

7. Premium Refund Rules

Refund and withdrawal rules for premium services are defined in the Terms of Service.

This policy describes complaint handling workflow and does not replace detailed pricing, withdrawal, or refund clauses.

If a complaint is accepted and refund is due, funds are returned using the original payment method within the timeline defined in the Terms of Service and applicable law.

8. Rejection Grounds and Appeal

A complaint may be rejected in whole or in part, for example if submitted without required data despite a request to complete it, if the claim is unsupported by available records, or if legal prerequisites for the claim are not met.

The User may submit an appeal against complaint rejection within 14 days from receiving the decision by contacting [email protected] and indicating case details and reasons for appeal.

9. Complaint Language

Complaints may be submitted in Polish or English. Responses are provided in the language of the complaint, unless both parties agree otherwise.

10. Consumer Rights Protection

This policy does not exclude or limit Consumer rights arising from mandatory legal provisions.

11. Dispute Resolution

Consumers may use out-of-court dispute resolution methods, including the EU ODR platform: https://ec.europa.eu/consumers/odr

12. Governing Law and Jurisdiction

This policy is governed by Polish law, subject to mandatory consumer protection provisions.

Unless mandatory law provides otherwise, disputes are resolved by courts having jurisdiction under applicable law.