Complaints & Dispute Resolution
A four-stage path from first contact to independent review.
Last updated 1 August 2026
Stage 1 — Support
Email support@spin-hub.live with your account name and what happened. We acknowledge within 24 hours and aim to resolve within 5 business days.
Stage 2 — Escalation
If you are unsatisfied, reply asking for escalation. A complaints officer outside the original team reviews the case and responds in writing within 10 business days.
Stage 3 — Final response
You receive a final written decision with the reasoning and the evidence relied on, no later than 8 weeks after your first contact.
Stage 4 — Independent review
Unresolved matters may be referred to an alternative dispute resolution body in your jurisdiction, or to the European Commission's Online Dispute Resolution portal if you are in the EU. Nothing here limits your statutory rights.