Complaints policy

Contact: jami@vantnod.com.

Vantnod handles customer feedback, claims and complaints carefully, impartially and without undue delay.

This policy covers complaints related to the Vantnod service, including incorrect charges, service faults, account issues, observations about AI behaviour, billing, customer support and Vantnod's technical services.

Where a complaint concerns a payment service provided by Stripe, a bank, a card network or another third party, Vantnod acts as the user's support and intermediary to the extent it can influence the matter. The decision-making authority itself may rest with that third party.

Complaints should be submitted by email to jami@vantnod.com or via the support channel indicated in the service. Please include the following:

Vantnod aims to acknowledge receipt of a complaint in writing as soon as possible and within 48 business hours at the latest.

An acknowledgement does not mean the complaint has been accepted; it confirms that the matter is in handling.

Vantnod aims to provide a response without undue delay.

For payment-transaction matters, Vantnod aims to follow the timelines applicable in the payments industry to the extent they apply to Vantnod's role. Under EU payment-services regulation, payment service providers are generally expected to respond in writing to user complaints within 15 business days, with a final response in exceptional cases at the latest within 35 business days.

Because Vantnod is not itself a payment service provider but a technology platform and program manager, some payment investigations may need to be handled by Stripe, a bank, a card network or another third party. In those cases, Vantnod actively pushes the investigation forward but cannot guarantee the third party's handling time or decision.

Vantnod's response may include the following elements:

Vantnod may reject a complaint where it is unfounded, insufficiently specified, due to the user's own error, due to a third party's decision, or based on a circumstance for which Vantnod is not responsible.

If the user suspects an incorrect charge, the user must notify Vantnod without delay.

The user should regularly review the payment transactions, invoices and charges shown in the service. A late notification may make investigation harder or limit the chance of a refund, especially where third-party deadlines apply.

Where the matter concerns a card transaction, payment transaction, chargeback, fund hold, account restriction or other payment-service issue, Vantnod may also direct the user to Stripe's or another payment provider's process.

Vantnod may request additional information from the user and pass it to Stripe or another provider to investigate. The user is responsible for the accuracy and completeness of the information provided.

Any refunds are evaluated case by case. Granting a refund in one case does not oblige Vantnod to grant refunds in other comparable cases.

Service fees are generally not refunded retroactively unless the fault lies with Vantnod or mandatory law requires it.

If the user is not satisfied with Vantnod's response, the user may request reconsideration with additional grounds.

Consumer users may contact consumer advice services and refer the matter to the Finnish Consumer Disputes Board. For payment-services, data-protection or financial-sector matters, the competent body may also be another authority or supervisor depending on the issue.

For data-protection matters the user has the right to lodge a complaint with the Office of the Data Protection Ombudsman.