Customer Complaints & Dispute Resolution Policy

The SoundEngine, trading as The SoundEngine, is committed to handling customer complaints fairly and reasonably.

This policy explains how you can raise a complaint relating to a Product, service, payment, License, refund request, or other interaction with The SoundEngine.

1. Contact Us First

If you experience a problem, contact luwizbeat@gmail.com. Please provide enough information for us to understand the issue.

Where available, include:

• Your name;
• Email address used for the Order;
• Order number;
• Transaction reference;
• Product or service concerned;
• Date of purchase;
• Description of the issue; and
• Any relevant screenshots or supporting information.

2. Types of Complaints

Complaints may relate to matters including:

• Incorrect Digital Products;
• Failed delivery;
• Defective files;
• Software problems;
• Payment errors;
• Duplicate charges;
• Refund requests;
• License questions;
• Customer-service issues;
• Consultation bookings;
• Privacy concerns;
• Intellectual-property concerns; or
• Other Store-related matters.

3. Acknowledgement

We aim to acknowledge ordinary customer complaints within 2 business days. Complex complaints may require additional time to investigate.

4. Investigation

Depending on the issue, we may review:

• Order records;
• Payment status;
• Delivery records;
• Download records;
• License information;
• Customer communications;
• Technical information;
• Relevant product descriptions; or
• Other records necessary to investigate the complaint.

5. Resolution

Where reasonably possible, we will aim to resolve ordinary complaints within 7 business days after receiving the information necessary to investigate them.

Some complaints may require more time because of:

• Payment Processor investigations;
• Banking processes;
• Technical investigation;
• Fraud review;
• Third-party involvement;
• Legal issues; or
• Other circumstances outside our immediate control.

Where a material delay occurs, we may provide an update where reasonably practicable.

6. Possible Outcomes

Depending on the circumstances, resolution may include:

• Providing information;
• Correcting delivery;
• Reissuing a download;
• Replacing defective files;
• Restoring software activation;
• Technical troubleshooting;
• Clarifying a License;
• Rescheduling a service;
• Issuing an eligible refund;
• Correcting a billing error; or
• Another appropriate remedy.

7. Refund Complaints

Refund requests are governed by our Refund & Cancellation Policy.

8. Payment Disputes

If you believe you were incorrectly charged, contact us so we can investigate. Nothing in this policy prevents you from using any lawful rights available through your bank, card issuer, Payment Processor, a court, a consumer-protection authority, or another competent authority.

9. Privacy Complaints

Privacy and personal-data complaints may be submitted to luwizbeat@gmail.com. Nothing in this policy removes any right you may have to complain to a competent data-protection authority in your country.

10. Consumer Protection Complaints

Nothing in this policy prevents a Customer from contacting a competent consumer-protection authority where applicable. We will cooperate with lawful regulatory requests as required.

11. Good-Faith Complaints

Customers may raise genuine complaints in good faith. We will not treat the mere fact that you submitted a genuine complaint as misconduct.

However, knowingly providing false information, submitting fraudulent claims, or intentionally abusing payment-dispute systems may result in appropriate action where permitted by law.

12. Contact Information

The SoundEngine trading as The SoundEngine
Website: https://the-soundengine.trakroom.com or https://trakroom.com/the-soundengine
Email: luwizbeat@gmail.com
Phone: +2349036132843
Business / Commercial Contact Address: Trust Estate,New Road, Alhaji Shehu Orire Close, Lekki-Epe, Awoyaya, Lagos., EPE, LAGOS, 105101, Nigeria
Country: Nigeria