ConversaRev, operated by Digital Beam Solutions, is committed to resolving customer concerns fairly, quickly, and transparently. This policy explains how to raise a complaint and what to expect from us at each step.
1. How to Submit a Complaint
You can raise a complaint through any of the following channels:
- In-app support ticket — open the Support dialog inside the dashboard. This is the fastest route; your ticket captures your account details and the page where the issue occurred.
- Email — write to support@conversarev.app with a description of the issue.
- Legal matters — for legal or formal complaints, contact legal@conversarev.app.
Please include your account email, a clear description of the issue, and any relevant screenshots or transaction references.
2. Acknowledgment and Response Times
- Acknowledgment — every complaint receives a confirmation within 1 business day.
- First substantive response — within 3 business days, we will either resolve the issue or explain the investigation plan and expected timeline.
- Resolution target — most complaints are resolved within 10 business days. Complex issues (e.g., billing disputes, data investigations) may take longer; we will keep you updated at least every 5 business days until closure.
- Urgent issues — service outages, security concerns, or payment errors are prioritized and handled within 24 hours where possible.
3. How We Handle Complaints
- Your complaint is logged as a tracked support ticket with a priority level.
- A team member investigates the issue, reviewing account activity, logs, and relevant records.
- We respond with the outcome and, where applicable, the remedy (fix, credit, refund, or explanation).
- We document the root cause and use recurring complaints to improve the product and this policy.
4. Escalation Path
If you are not satisfied with the initial response:
- Step 1 — reply to your support ticket and request an escalation. A senior team member will review the case within 3 business days.
- Step 2 — if still unresolved, email legal@conversarev.app referencing your ticket. The founder/operator will make a final internal decision.
- Step 3 (payments) — for payment disputes, you may also open a case via the PayPal Resolution Center. We ask that you contact us first — direct resolution is almost always faster.
5. Billing Complaints and Refunds
Complaints about charges, renewals, or refunds are handled under our Refund Policy, which includes a 30-day money-back guarantee. Raising a billing complaint never limits your refund rights within that window.
6. No Retaliation
Submitting a complaint will never negatively affect your account, pricing, or access to the service. Complaints are handled independently of your subscription status.
7. Contact
Support: support@conversarev.app · Legal: legal@conversarev.app