Issue Resolution Policy

At Aura28, we are committed to providing excellent service and resolving any issues you may encounter. This Issue Resolution Policy outlines our process for handling complaints, disputes, and requests for assistance.

We believe in fair, transparent, and timely resolution of all customer concerns. Our goal is to address your issue within 48 hours of receipt.

This policy covers the following types of issues:

• Technical problems with accessing your reading

• Account access or authentication issues

• Payment and billing concerns

• Refund requests (subject to our refund policy)

• Privacy and data protection inquiries

• General service questions and feedback

• Disputes regarding service delivery

• Requests for data access or deletion

Our issue resolution process follows these steps:

Step 1: Submit Your Issue

• Contact us through this page with a detailed description of your issue

• Include relevant information (order number, account email, etc.)

• Attach any supporting documentation or screenshots

Step 2: Acknowledgment

• We will acknowledge receipt of your issue within 24 hours

• You will receive a ticket number for tracking

Step 3: Investigation

• Our team will investigate your issue thoroughly

• We may contact you for additional information if needed

Step 4: Resolution

• We aim to resolve most issues within 48 hours

• Complex issues may take up to 5 business days

• You will receive a detailed response with our resolution

Step 5: Follow-up

• We will confirm that your issue has been resolved to your satisfaction

• If you are not satisfied, we will escalate to senior management

We commit to the following response times:

• Initial acknowledgment: Within 24 hours

• Simple inquiries: Resolution within 48 hours

• Technical issues: Resolution within 3 business days

• Complex disputes: Resolution within 5 business days

• Refund processing: 5-10 business days after approval

Response times are based on business days (Monday-Friday, excluding holidays).

For technical issues, please provide:

• Description of the problem

• Steps you've already taken to resolve it

• Browser and device information

• Screenshots or error messages

• Time and date the issue occurred

Common technical issues and solutions:

• Cannot access reading: Check your email for the confirmation link

• Login problems: Use the password reset function

• Payment failed: Verify your payment method and try again

• Reading not loading: Clear browser cache and cookies

Refund requests are evaluated based on our Terms of Service refund policy. To request a refund:

• Submit your request within 7 days of purchase

• Explain the reason for your refund request

• Include your order number and purchase date

Valid reasons for refunds include:

• Technical error preventing delivery of your reading

• Duplicate purchases made in error

• Service unavailability after payment

Refunds are not available for:

• Change of mind after receiving your reading

• Dissatisfaction with astrological interpretations

• Incorrect birth information provided by you

For account-related issues:

• Password reset: Use the "Forgot Password" link on the login page

• Account locked: Contact us with your registered email address

• Email not received: Check spam folder and whitelist our domain

• Profile updates: Log in to your dashboard to update information

• Account deletion: Submit a formal request through this page

For security reasons, we may require identity verification before making account changes.

We handle the following privacy-related requests:

• Access to your personal data

• Correction of inaccurate information

• Deletion of your account and data

• Data portability requests

• Opt-out of communications

Privacy requests are processed in accordance with applicable data protection laws. We may require identity verification before processing these requests.

If you are not satisfied with the initial resolution:

Level 1: Customer Service Team

• Initial point of contact for all issues

• Can resolve most common problems

Level 2: Senior Support Specialist

• Handles complex technical issues

• Reviews refund requests

Level 3: Management Team

• Final decision authority

• Handles escalated disputes

To escalate an issue, reply to your support ticket requesting escalation and explaining why you are not satisfied with the proposed resolution.

You can reach us through:

• Primary: Issue Resolution form on this page

• Email: support@aura28.com

• Response times may vary by channel

For fastest response, we recommend using the Issue Resolution form on this page. Please do not submit the same issue through multiple channels as this may delay resolution.

To help us resolve your issue quickly, please provide:

• Clear description of the issue

• Relevant dates and times

• Order or transaction numbers

• Screenshots or error messages

• Previous correspondence about the issue

• Any steps you've already taken

The more information you provide, the faster we can resolve your issue.

We value your feedback and use it to improve our service:

• All resolved issues include a satisfaction survey

• Feedback is reviewed by management monthly

• Common issues lead to service improvements

• Suggestions for improvement are always welcome

Your feedback helps us provide better service to all customers.

For legal disputes that cannot be resolved through our standard process:

• We encourage good faith negotiation first

• Mediation may be suggested for complex disputes

• Arbitration procedures as outlined in our Terms of Service

• Legal notices should be sent to legal@aura28.com

We aim to resolve all disputes amicably without the need for formal legal proceedings.

This Issue Resolution Policy may be updated periodically to improve our processes. Updates will be posted on this page with the new "Last Updated" date.

Major changes will be communicated to registered users via email. Your continued use of the service after policy updates constitutes acceptance of the changes.

For issues not covered by this policy or general inquiries:

• Email: support@aura28.com

• Business Hours: Monday-Friday, 9 AM - 5 PM EST

• Expected Response: Within 1-2 business days

We are committed to providing excellent customer service and resolving all issues fairly and promptly.