If something has gone wrong, we want to hear it and we'd rather fix it than have you fight us for it. This page sets out where to send a complaint, what happens next, and how long it should take.
1. Start in the right place
Most problems have a faster route than a formal complaint:
- Your question wasn't answered in time. Do nothing — you are refunded in full automatically. See the Refund Policy.
- You got an answer that isn't a genuine attempt to answer. Use "Report a problem" in the thread within 24 hours of receiving it. That freezes the payment while we review, which emailing us does not.
- Something about your personal information. Email privacy@revvice.com — see the Privacy Policy for your rights.
- Content that breaks the rules. See the Acceptable Use Policy.
- Anything else, including a creator complaint about a payout: support@revvice.com.
2. What to include
Tell us what happened, when, and what outcome you're looking for. If it concerns a specific question, the link to the thread or the receipt is enough for us to find everything else — please don't send card numbers or banking details, which we neither need nor want by email.
3. What happens, and when
- We acknowledge your complaint within 2 business days, and tell you who is handling it.
- We aim to resolve it within 10 business days. If it needs longer — usually because we're waiting on a payment partner — we'll tell you before that deadline, explain why, and give you a revised date.
- You get the outcome in writing, with the reason for the decision. If we got something wrong, we'll say so and put it right.
Refunds we owe are processed as soon as the decision is made. Banks typically take a further 5–10 business days to show the money back in your account.
4. If you're not satisfied
Reply and ask for it to be escalated. It will be reviewed by someone who wasn't involved in the original decision, and you'll get a final written response.
5. Taking it further
You can go outside Revvice at any point — you don't have to exhaust our process first:
- South Africa: the National Consumer Commission, for consumer complaints under the Consumer Protection Act; and the Information Regulator (South Africa) at inforeg.org.za, for complaints about personal information.
- Elsewhere: your local consumer protection authority, and your national data protection authority for privacy matters. Buyers in the United Kingdom and the European Economic Area keep every right their local law gives them, whatever our terms say.
6. Before you ask your bank
If a payment looks wrong, please come to us first. We refund duplicate and erroneous charges in full without argument, and we can usually do it faster than a chargeback, which takes weeks and freezes the question in the meantime. Nothing here removes your right to raise a dispute with your bank or card issuer if you prefer.
7. Contact
Complaints: support@revvice.com. Privacy: privacy@revvice.com. Legal: legal@revvice.com. Our full supplier details are on the Supplier Information page.