Complaints & Dispute Resolution
Who issues this procedure
1.1This complaints and dispute resolution procedure is issued by STARECOM ("we", "us"), the operator of starecom.net and the provider of the services described on it.
1.2It applies to anyone who is unhappy with our work, our conduct, our billing or our service — clients, former clients and visitors to this website alike.
1.3A complaint is free, it is read by a person, and it does not affect how we treat you afterwards. We would far rather hear a complaint than lose a client silently or read about it in a payment dispute.
How to complain
2.1Email with "Complaint" in the subject line. That routes it out of the normal queue.
2.2Where the complaint concerns billing, a refund or a payment, write to instead, with the same subject line.
2.3Postal complaints are accepted at the registered office shown at the top of this page, where one is listed. Please mark them for the attention of the director.
2.4Please include: your name and company; the engagement, invoice number or scope document concerned; what happened, with dates; what you have already been told and by whom; and what you would like us to do about it. That last item matters most — it is usually the fastest route to a resolution.
2.5You do not need to use a particular form of words, and you do not need to be a client to complain.
What happens, and how quickly
| Stage | What happens | Timescale |
|---|---|---|
| 1. Acknowledgement | We confirm we have your complaint, tell you who is handling it, and ask for anything else we need. | Within 2 business days of receipt |
| 2. Investigation | The person handling it reviews the file, the correspondence and the scope document, and speaks to whoever was involved. | Begins immediately after acknowledgement |
| 3. Written response | A written answer setting out what we found, whether we agree, and what we propose to do — including any refund or credit. | Within 15 business days of acknowledgement |
| 4. Escalation | If you are not satisfied, the matter goes to the operator's director for a final review. | Within a further 15 business days |
3.1If a complaint is complex and we need longer, we will tell you before the deadline passes, explain why, and give you a new date. We will not simply let a deadline go by.
3.2We keep a record of every complaint, what it was about and how it was resolved, and we review them periodically to find the patterns.
Escalation to the director
4.1If the written response does not resolve matters, ask for the complaint to be escalated. It will be reviewed personally by the operator's director, who will not have handled the earlier stages. The director is named in the operator identity block once the entity is registered.
4.2The director's response is our final position. It will be in writing, it will explain the reasoning, and it will tell you what your remaining options are.
4.3Nothing in this procedure prevents you from taking legal advice or exercising a statutory right at any stage.
Before you raise a chargeback
5.1If your complaint concerns a payment, please come to us before asking your bank or card issuer to reverse it.
5.2We commit to responding to any payment dispute raised with us directly within 5 business days, and to resolving it within 15 business days wherever it is within our power.
5.3There is a practical reason as well as a fair one. A chargeback takes weeks, gives you no way to say what you actually want, and produces a yes-or-no outcome. Coming to us directly can produce a partial refund, a credit, corrective work, or a revised scope — none of which a chargeback can deliver.
5.4Refund entitlements, the method of payment and the processing windows are set out in the Refund & Cancellation Policy.
5.5This clause does not remove your right to raise a chargeback or to pursue any other remedy. It asks only that you give us the chance to put it right first.
If we still disagree
6.1If our final response does not resolve the matter, both of us agree to attempt to settle it by good-faith negotiation between people with authority to settle, for at least 30 days from the date of the final response.
6.2If negotiation fails, either of us may propose mediation by a mutually acceptable mediator, with the costs shared equally. Neither of us is obliged to accept mediation, and refusing it is not a breach.
6.3Failing that, the dispute is governed by the laws of the Republic of Bulgaria and is subject to the jurisdiction of the courts of Sofia, Bulgaria, as set out in clause 15 of the Terms of Use.
6.4If you contract as a consumer in the EU, you may also use the European Commission's online dispute resolution platform, and nothing here deprives you of the mandatory protections of the law of your country of residence.
Complaints about data protection or accessibility
7.1Complaints about how we have handled personal data follow this same procedure. You also have the right to complain directly to the Commission for Personal Data Protection (CPDP) of the Republic of Bulgaria, and you may do so without contacting us first — see the Privacy Policy.
7.2Problems using this website because of a disability or assistive technology can be raised through this procedure or through the faster route in the Accessibility Statement.
Questions about this document go to . We aim to reply within one business day, and in any case within 2 business days. Post is accepted at the registered office shown above where one is listed.
This document is version 1.0, last updated 2026-09-07. Superseded versions are available on request.