Submission and Acceptance of Complaints

A Client who believes that the Company has infringed upon their contractual rights or legitimate interests related to licensed services must contact the Company and submit a Complaint, detailing the circumstances of the dispute, presenting their claim, and including any relevant supporting documents that validate the claim, if available.

Filing a Complaint and the subsequent handling process at the Company are free of charge. Complaints may be submitted to the Company in either Lithuanian or English. The Client may also submit a Complaint via a duly authorized representative.

Clients can submit a Complaint in writing, using any of the following methods:

• by postal mail to Lvivo st. 25, Vilnius 09320, Lithuania; or

• by email to: [email protected].

Only Complaints meeting the following criteria will be registered and considered for review:

• the Complaint is legible;

• the Complaint contains:

• the full name of the Client, along with the name and surname of the individual acting on behalf of the Client (if applicable), and their authority to act on the Client’s behalf (if applicable).

• a document verifying necessary authorization (e.g., power of attorney) if a Complaint is submitted by an authorized representative;

• the Client’s contact information (email address, mailing address, and phone number);

• the date of submission;

• the preferred method for receiving a response, if different from the submission method (e.g., via postal mail or email);

• clear description of the Complaint, including details of the actions taken by the Company, its employees, or representatives, specific claims made by the Client, and any supporting documents (e.g., payment orders, account statements) that establish the facts related to any alleged damages, if applicable;

• any other relevant circumstances surrounding the Complaint.

If necessary for handling the Complaint or providing a response, the Company will verify the identity of the Client (or their representative) and may request additional information to confirm their identity. Information provided by email, fax, or any other telecommunication method capable of verifying transmission will meet the requirement to provide written information as per this Policy.

If a Complaint does not meet the requirements of this Policy, is written in a language other than Lithuanian or English, is disorganized, unreadable, or lacks clear Client identification, the Representative should, if feasible, take proactive steps to assist the Client. This may include reaching out to the Client to clarify the necessary details or advising on corrective actions to submit a compliant Complaint. If these issues cannot be resolved, the Company may decline to review the Complaint and will inform the Client in writing within five (5) business days of receipt. Anonymous Complaints, or those missing the Client’s name and surname, will not be accepted or returned to the Client.