Tell us the issue
Provide enough detail for us to identify the project, payment, or service and understand the outcome you are requesting.
Complaints Handling
A clear process for complaints and disputes.
We want clients to have a clear way to raise concerns about a project, payment, service, communication, or delivery. This page explains how complaints are submitted, reviewed, and escalated.
Review
We review the project record, communication, scope, payment status, and relevant technical evidence.
Resolution
We aim to provide a practical resolution, explanation, correction, or next step within the stated timeframe.
Customer policy
Complaints Handling
We want clients to have a clear way to raise concerns about a project, payment, service, communication, or delivery. This page explains how complaints are submitted, reviewed, and escalated.
01
How to Make a Complaint
Email [email protected] or contact us on WhatsApp at +92 319 716 9903. Include your name, business name if applicable, project or invoice reference, a clear description of the issue, relevant dates, and the resolution you are seeking.
02
Acknowledgement Time
We aim to acknowledge a complaint within 2 business days. If additional information is required, we will tell you what is needed so the review can continue.
03
Resolution Time
Our target is to resolve ordinary complaints within 7 business days after receiving enough information to investigate. More complex disputes involving third-party platforms, payment providers, technical logs, or multiple project milestones may require up to 14 business days. If more time is reasonably required, we will provide an update and explain the next step.
04
What We Review
Depending on the complaint, we may review the accepted project scope, proposal, invoice, payment record, project messages, change requests, delivery evidence, workflow or website status, and relevant third-party platform information.
05
Possible Outcomes
A resolution may include an explanation, correction, reasonable revision, additional support, updated delivery plan, cancellation review, partial or full refund where eligible, or another mutually agreed solution consistent with the project scope and applicable policies.
06
Payment and Refund Complaints
For a payment or refund concern, include the transaction date, amount, invoice reference, and the payment method used. Refund eligibility and turnaround are governed by our Refund & Cancellation Policy.
07
Escalation
If you believe the initial response does not resolve the complaint, reply to the same email thread and clearly request escalation. The matter will be reviewed again using the available project and payment evidence.
08
Chargebacks and Payment Provider Disputes
Clients are encouraged to contact CodelyHub AI first so we have an opportunity to investigate and resolve the issue directly. If a formal card or payment-provider dispute is raised, we may provide the payment provider with relevant transaction, project, delivery, and communication evidence as permitted by applicable rules and our Privacy Policy.
09
Fair Treatment
Submitting a genuine complaint will not affect a client’s right to receive reasonable support or have the issue reviewed. We ask that all parties communicate accurately and respectfully so the matter can be resolved efficiently.
10
Complaint Contact Details
Contact
Email: [email protected] · Phone/WhatsApp: +92 319 716 9903 · Business base: Pakistan.
Business name: CodelyHub · Website / marketing brand: CodelyHub AI
Business / registered address: Johar Town Lahore, Pakistan.
CodelyHub is an online-only business and does not maintain a customer-facing physical office. Services and customer support are provided remotely.
Need help?
Contact our support team.
For questions about this policy, a project, payment, delivery, cancellation, or complaint, contact CodelyHub AI before making a payment or opening a dispute.