Complaints and Disputes

1. How to reach us

• Email: info@airoxlab.com (best for anything you want in writing)
• Phone: +1 (320) 842-1112, call or text
• Hours: 9am–9pm US Eastern, Monday to Saturday

To help us move quickly, include the email address on your account, the workspace name, what happened, when, and what outcome you are looking for. Screenshots and invoice numbers help. You can also use the contact page.

2. What happens next

1. Acknowledgement within 1 business day. We confirm we have your complaint, give it a reference and tell you who is handling it.
2. Investigation. We look at the account, billing records and logs that relate to your complaint, and ask you for anything else we need.
3. Resolution target of 7 business days. We aim to give you a written answer and, where you are owed something, put it right within this time. If a complaint is complicated and needs longer, we tell you why and when to expect an answer.

3. If you disagree with our answer

Reply to our response and say you want it escalated. A second person at AiroxLab LLC, who was not involved in the first decision, reviews the whole file and gives you a final answer within a further 7 business days. That review can overturn or change the original decision.

If you are still not satisfied, you keep every right you have under the law of your country and under the Terms of Service, including the right to complain to a consumer-protection or data-protection body where one applies to you.

4. Billing disputes

If a charge looks wrong, please contact us before raising a chargeback with your bank or card issuer. Almost every billing problem (a duplicate charge, a seat count that did not update, a charge after cancelling) is fixed by us within a few business days, and a refund from us reaches you faster than a chargeback does. The rules on what we refund are in the Refund and Cancellation Policy.

When a chargeback is raised, the payment provider freezes the disputed amount and we are required to submit evidence. While that is open we may suspend the paid plan on the workspace; your data is never deleted because of a dispute. If the chargeback is resolved in your favour, the matter is closed. If it is resolved in ours, we will invoice the amount plus any dispute fee charged to us.

5. Complaints about content or other users

To report content, a form or a workspace that breaks our Acceptable Use Policy, email us with a link or description. We acknowledge every report within 1 business day and act in proportion to the problem. For privacy requests such as access, export or deletion, see the Privacy Policy.

6. Who handles complaints

Complaints are handled by AiroxLab LLC, the company that owns and operates TallyWeek. AiroxLab LLC is a limited liability company registered in Wyoming, USA, with its registered address at 30 N Gould St, Ste R, Sheridan, WY 82801-6317, United States. Full details are in the Ownership Statement.

7. Records

We keep a record of each complaint, what we found and what we did, for up to three years after it closes, so that we can learn from it and answer any follow-up. This is described in the Privacy Policy.