Grievance redressal — CreationUnited Co.

1. Purpose

CreationUnited Co. ("CreationUnited", "we", "our", or "us") is committed to addressing complaints, concerns, disputes, and grievances in a fair, reasonable, and professional manner.

This Grievance Redressal Policy establishes a structured process through which individuals, customers, members, subscribers, applicants, contractors, researchers, partners, stakeholders, and other interested parties may raise concerns relating to CreationUnited-operated services, products, platforms, publications, and activities.

This policy is intended to:

Provide a clear reporting process
Promote fair review procedures
Facilitate communication
Support dispute resolution
Improve service quality
Assist with compliance obligations
Maintain accountability

This policy should be read together with all other applicable CreationUnited policies and agreements.

2. Scope

This policy applies to grievances, complaints, concerns, disputes, reports, and requests relating to:

Services
Products
Memberships
Subscriptions
Accounts
Billing matters
Accessibility concerns
Privacy concerns
Data protection matters
Intellectual property concerns
Conduct-related complaints
Research activities
Publications
Platform operations
Policy concerns
Consumer concerns
Regulatory inquiries
General business conduct

This policy applies across websites, applications, platforms, research initiatives, hosted services, publications, and future services operated under the CreationUnited brand.

This policy applies to all Services as defined in our Terms of Use.

3. Support Requests vs Formal Grievances

For ordinary support matters, users should contact:

Support Team
[email protected]

Examples include:

Technical support
Account assistance
Login issues
Subscription questions
General service inquiries
Product assistance

Formal grievances should be submitted in accordance with this policy.

4. Submission of Formal Grievances

Formal grievances should be submitted by email to:

Legal & Grievance Officer
[email protected]

This helps ensure that complaints are appropriately logged, reviewed, and routed.

A grievance submission should include sufficient information to enable reasonable review, including where applicable:

Name
Contact information
Relevant account information
Description of the issue
Dates and timelines
Supporting documentation
Requested resolution

CreationUnited may request additional information where necessary.

5. Language Requirements

To facilitate efficient review and communication, grievances should generally be submitted in English.

CreationUnited may, at its discretion, review communications submitted in other languages, but does not guarantee the availability of translation services or multilingual support.

Where translation is required, delays may occur.

6. Review Process

Upon receipt of a grievance, CreationUnited may:

Review the information provided
Request clarification
Request supporting documentation
Verify relevant facts
Conduct internal investigations
Consult appropriate personnel
Review applicable agreements
Review applicable policies
Review technical records

Grievances may be reviewed by the Legal & Grievance Officer and, where appropriate, by authorized personnel acting on behalf of CreationUnited.

The scope and depth of any review may vary depending on the nature, complexity, severity, and legal significance of the matter.

7. Internal Escalation

Where appropriate, grievances may be escalated internally to relevant teams, departments, managers, advisors, contractors, representatives, or authorized decision-makers.

Escalation may occur when:

Additional expertise is required
Legal review is required
Technical investigation is required
Management review is appropriate
Regulatory considerations arise

Internal escalation does not create any obligation to provide a particular outcome.

8. Additional Information Requests

CreationUnited may request additional information necessary to evaluate a grievance.

Examples may include:

Proof of identity
Supporting documentation
Transaction records
Screenshots
Communications
Contractual information
Technical details

Failure to provide reasonably requested information may limit CreationUnited's ability to investigate or resolve a matter.

9. Incomplete, Anonymous, or Unsupported Complaints

CreationUnited may decline to investigate, process, or act upon grievances that are:

Anonymous
Incomplete
Unsupported
Unintelligible
Duplicative
Frivolous
Misleading
Abusive
Harassing

Reasonable identification and sufficient information are generally required for meaningful review.

10. Privacy, Data Protection, and Regulatory Matters

Privacy-related concerns, data protection requests, and related matters may also be directed to:

[email protected]

CreationUnited may process such requests in accordance with:

Privacy Policy
Data Protection & GDPR Policy
Applicable laws
Regulatory obligations

Certain requests may require identity verification before further action can be taken.

11. Intellectual Property Matters

Complaints involving:

Copyright
Trademarks
Brand misuse
Impersonation
Unauthorized publication
Intellectual property infringement

should generally be submitted under the Copyright Infringement & Takedown Policy.

CreationUnited may redirect intellectual property complaints to the appropriate review process.

12. Government, Regulatory, and Law Enforcement Requests

Government agencies, regulatory authorities, law enforcement agencies, courts, and authorized governmental bodies may submit requests or inquiries through:

[email protected]

CreationUnited reserves the right to verify the legitimacy, authority, scope, and legal basis of any request before responding.

13. Complaint Resolution

CreationUnited aims to review and acknowledge grievances within a reasonable timeframe and to resolve them as promptly as practicable, subject to complexity, verification requirements, and applicable law.

However, CreationUnited does not guarantee:

Review timelines
Response timelines
Investigation timelines
Resolution timelines
Specific outcomes

The time required to review a grievance may vary based on:

Complexity
Available evidence
Legal considerations
Technical considerations
Operational requirements
Resource availability

14. Possible Outcomes

Depending on the circumstances, CreationUnited may:

Provide clarification
Provide information
Offer assistance
Implement corrective actions
Modify services
Update records
Escalate matters internally
Close investigations
Deny requests
Refer matters to other processes

The outcome of one grievance does not establish a precedent for future matters.

15. Frivolous, Fraudulent, and Bad-Faith Complaints

CreationUnited reserves the right to reject, close, or decline grievances that appear to be:

Fraudulent
Malicious
Retaliatory
Misleading
Harassing
Repetitive
Abusive
Submitted in bad faith

Nothing in this policy requires CreationUnited to continue engagement where such conduct is reasonably suspected.

16. Record Retention

CreationUnited may retain records relating to grievances, investigations, communications, and resolutions for:

Legal purposes
Regulatory purposes
Compliance purposes
Security purposes
Operational purposes
Risk management purposes

Retention periods may vary depending on applicable requirements and circumstances.

17. External Remedies

Nothing in this policy prevents individuals from exercising rights available under applicable law.

Where applicable, individuals may pursue:

Regulatory remedies
Administrative remedies
Judicial remedies
Other lawful avenues available within their jurisdiction

Use of this grievance process does not waive legal rights unless expressly agreed otherwise.

18. No Guaranteed Outcome

Submission of a grievance does not guarantee:

A specific resolution
A specific remedy
A refund
Compensation
Account restoration
Service restoration
Investigation results
Favorable outcomes

CreationUnited retains discretion regarding how grievances are reviewed, evaluated, investigated, and resolved, subject to applicable law.

19. Changes to This Policy

CreationUnited may update, revise, replace, or supplement this policy from time to time.

Changes may occur due to:

Business developments
Legal developments
Regulatory requirements
Operational changes
Service changes
Organizational changes

Updated versions will become effective from the date stated in the revised policy or, where no date is stated, upon publication, except where applicable law requires additional notice, consent, or other action.

20. Contact Information

Formal Grievances