Last Modified: May 10th, 2025
At Muskelo LLC we value our users and strive to provide a positive experience with Surfface (the “APP”). We understand that concerns or complaints may arise from time to time, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process for users to file complaints regarding any issues encountered while using our platform.
Customer Support
We have a dedicated support team to assist our users with any concerns or complaints.
Our support team is committed to provide prompt and effective assistance. Users can contact our support team if they come across any issues or have inquiries regarding our APP or services.
All inquiries are managed by our support team with professionalism, confidentiality, and impartiality. We are committed to addressing our users’ concerns promptly and to the best of our abilities.
Submitting a Complaint
Users who wish to file a complaint can do so by contacting our customer support team through [email protected] or directly report in the APP via the “Contact us” method.
Information to Include in the Complaint
When submitting a complaint, users are encouraged to provide the following details to help us investigate and address the issue promptly:
Acknowledgment of Complaint
Upon receiving a complaint, our customer support team will acknowledge the receipt within 72 hours via e-mail.
Investigation and Resolution
We will conduct a thorough investigation into each complaint to understand the nature of the issue. Our goal is to provide a resolution within a reasonable timeframe. Depending on the complexity of the complaint, some cases may require additional time to conduct a comprehensive investigation. Users will be kept informed of the progress and expected resolution timeline.
All reported complaints will be resolved within 7 business days. With the user's consent, the resolution period may be extended to 28 business days.
Feedback and Follow-Up
Once the complaint has been addressed, users will receive feedback regarding the outcome of the investigation and any actions taken. We may also seek user feedback on the resolution process to continuously improve our services.
Escalation
If a user is dissatisfied with the resolution provided, he/she may request further escalation. In this case users can notify our support team within a reasonable timeframe, providing clear reasons for their dissatisfaction with the initial resolution.
The case will be reviewed by individuals or teams not initially involved in the complaint resolution process. They will re-assess the complaint and reconsider the previous decision. The user will be notified of the outcome of the escalation within a reasonable timeframe.
We may suspend your access to our reporting and internal complaint-handling systems for a reasonable period of time if you frequently submit notices or complaints that are manifestly unfounded. Prior to such suspension we may issue a warning, provided that this does not conflict with the purpose of the suspension or with other, appropriate measures that may be applied. When deciding on the suspension, we consider factors such as the frequency, severity, and impact of your violation(s), as well as any prior measures imposed. Examples of misuse of our reporting and/or complaint-handling system that may be subject to suspension include, but are not limited to:
Frequently submitting multiple, identical, and unfounded notices or complaints.
Frequently submitting notices or complaints that are obviously unfounded.