Complaints

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know. Please send an email to support@immersve.com and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to your email.

We will acknowledge your complaint promptly, typically within 1 (one) business day of receiving it. Your complaint will be investigated by our team with the right knowledge and expertise. We may contact you if we need more information. We aim to resolve complaints at the earliest possible stage. Once we have completed our investigation, we will send you a final response letter detailing our findings, our decision, and any actions we have taken or will take. The time limit for the final response will not exceed 30 (thirty) calendar days from the date of receipt of the complaint.

In exceptional cases, when the complaint cannot be examined within 30 (thirty) calendar days, we will notify you about this, indicate the circumstances of the delay in submitting the answer and the deadline, by which the complaint will be examined and the answer will be provided. When we are not able to satisfy the complaint or can only satisfy it partially, will state the reasons and indicate other ways of protecting your interests. We are committed to ensuring that all complaints are handled fairly, efficiently, and effectively, and we encourage you to reach out to us directly with any concerns.