Complaints Policy

In this policy, the following terms have the following meanings:

• "we", "us", "our" means Ordinary Ventures MB, which operates Manifest Chess.
• "complaint" means any expression of dissatisfaction about our products, our service, or the way we have handled something, that needs a response.
• "working day" means any day other than a Saturday, Sunday, or public holiday in Lithuania.

Manifest Chess (operated by Ordinary Ventures MB, "we", "us") always strives to provide the best possible service. It is important to us that you let us know if something has gone wrong, so we can deal with it fairly and quickly.

This policy sets out how you can raise a complaint with us, and how we will handle it once we receive it.

This policy applies to complaints about Manifest Chess, including the App, the website, our service, and any charge or subscription. It explains what to send us, how we respond, and what to do if you are not satisfied with the outcome.

You can submit a complaint by emailing us at hello@manifestchess.com.

So we can deal with your complaint as quickly as possible, please include:

• Your full name.
• An email address and, if you would like, a phone number we can reach you on.
• Your order or subscription reference, if your complaint relates to a payment.
• A clear and detailed description of your complaint, with all the information you think is relevant.
• Any documentation, for example screenshots or receipts, that supports your complaint.

We handle complaints in two levels. In our experience, most complaints are resolved at level one.

If your complaint is about a charge or your subscription, please also tell us:

• The email address linked to your account.
• The date and amount of the charge.
• A clear description of the billing issue.

We aim to respond to billing questions within 3 working days.

Manifest Chess subscriptions are bought and billed through the Mac App Store, so Apple issues any refund and sets the timescale for paying it out. Ask Apple at reportaproblem.apple.com. We will help you put the request together and fix anything that is wrong on our side, but we cannot pay an App Store refund ourselves, and we cannot approve or overturn Apple's decision.

Apple sets the time limit for App Store refund requests, and it is normally longer than 14 days, so ask Apple as soon as you can. Separately, your statutory rights under EU and Lithuanian consumer law are not limited to 14 days: if the Service is faulty or not as described, you can ask us to put it right, or ask for a price reduction or a refund, for as long as those rights last.

We treat complaints in confidence and share the details only with the people who need them to look into and resolve the matter. Any personal data you give us as part of a complaint is handled in line with our Privacy Policy.

For information on your legal rights as a consumer in the European Union, you may find the European Consumer Centre Lithuania (ecc.lt) and the State Consumer Rights Protection Authority (vvtat.lt) helpful.

If you have any questions about this policy, please email us at hello@manifestchess.com. We review this policy from time to time to make sure it stays effective, and will post any updates on this page.