Complaints & Dispute Resolution Policy

1. Our approach

Vistanova Global Ltd, trading as Tech Solutions Cyprus, aims to resolve concerns fairly, promptly and in plain language. Making a complaint does not affect mandatory legal rights and will not result in retaliation or loss of unrelated service access.

2. How to complain

Email info@techsolutionscyprus.com with:

• your name and preferred contact method;
• the service, invoice, project or tracking reference;
• a concise description of the issue and relevant dates;
• the outcome you are seeking;
• copies of relevant evidence, with passwords and unnecessary sensitive data removed.

If accessibility prevents written contact, call +357 99 856647 and ask for a reasonable alternative.

3. Acknowledgement and investigation

We aim to acknowledge a complaint within five working days. We may verify identity or authority, preserve relevant records, ask focused questions and consult staff or suppliers. We aim to provide a substantive response within 15 working days where reasonably possible. Complex technical, supplier, insurance, fraud or data-protection matters may take longer; if so, we will explain the status and next expected step.

4. Outcomes

Depending on the facts and law, an outcome may include explanation, correction, repeat performance, rescheduling, price adjustment, refund, credit note, security action or another proportionate remedy. A response may also explain why a requested remedy is not available.

5. Internal escalation

If dissatisfied, reply within a reasonable period and ask for administrator review. Identify any factual error or unresolved point. The reviewer should, where practical, be different from the person whose action is disputed.

6. Consumer and regulatory routes

Consumers may seek guidance or submit a complaint to the Cyprus Consumer Protection Service and may use an appropriate certified alternative dispute-resolution entity where available. Cross-border EU consumers may seek assistance from the European Consumer Centres Network.

The former European Commission Online Dispute Resolution platform was discontinued in 2025 and is not presented as an available complaint route.

For personal-data concerns, an individual may complain to the Office of the Commissioner for Personal Data Protection in Cyprus or another competent supervisory authority. Regulators and ADR bodies are independent and their eligibility, procedure and jurisdiction rules apply.

7. Courts and limitation periods

Nothing in this policy prevents either party from seeking urgent relief or exercising a right before a competent court. Complaint discussions do not extend a statutory limitation period unless confirmed by law or a written standstill agreement.

8. Records and learning

We retain proportionate complaint records for resolution, quality, security, legal and regulatory purposes under the Data & Privacy Notice. We review recurring issues to improve services without using complaint data for unrelated marketing.