Complaints

1. Who can complain, and to whom

Anyone affected by the Service can submit a complaint: Customers, their team members, and Visitors who used the chat on a Customer's website. This page is the complaints procedure required by the Polish Act on Providing Services by Electronic Means (ustawa o świadczeniu usług drogą elektroniczną).

The service provider is LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, contact@lukaswojcik.com (the "Operator", "we").

2. How to submit a complaint

• by e-mail to contact@lukaswojcik.com, or
• through the support form: Open the support form.

Both routes reach the Operator and are treated alike; a complaint sent through the form is confirmed on screen when it is submitted. The support form is protected against automated abuse by Google reCAPTCHA (see the Privacy Policy); if you prefer not to use it, write an e-mail. Complaints can be submitted in English, German or Polish, and we answer in the language of the complaint.

3. What to include

To resolve it at the first attempt, please include:

• the e-mail address of your account and, where relevant, the workspace or project; Visitors: the website on which they used the chat;
• what happened, when, and what you expected instead – with dates, times and, if you have them, invoice numbers or conversation identifiers;
• the outcome you would consider fair (correction, credit, refund, termination).

Please do not send passwords, card numbers or other credentials.

4. How a complaint is handled

1. Acknowledgement. You receive a confirmation that your complaint has arrived.
2. Examination. We look at the relevant logs, invoices and the history of your account. If we need more information, we ask once and in full.
3. Answer within 14 days of receipt of the complaint. If we cannot finish within that time – for example because the payment provider has not yet answered – we tell you before the deadline, with the reason and the new date. For sole traders with consumer protection (section 7) the deadline is statutory and an interim message does not extend it.
4. Remedy. Depending on the case: correction of the defect, a credit or refund under section 6, or termination without notice period.
5. Review. If you disagree with the answer, reply to it. We examine the case again and give a final answer within a further 14 days.

5. Particular kinds of complaint

Chat content. We are not a party to conversations held through the widget. Messages of a Customer's agents and of its AI assistant are statements of that Customer; messages of Visitors are statements of the Visitor. A complaint about what was said in a conversation is forwarded to the Customer concerned, and you are told that this has happened. Illegal content is the exception: we handle it directly under the Acceptable Use and Anti-Abuse Policy (notice and action).

Availability and defects. The current state of the Service and its history of the last 90 days are shown on the status page. For a defect, the steps to reproduce it and the browser used shorten the examination considerably.

Data protection. Requests for access or deletion are not complaints in this sense; they are handled as described in Access and deletion. Visitors address them to the Customer whose website they used; we forward requests we receive. Complaints about how we process personal data are handled with priority. Independently of this procedure you may lodge a complaint with a supervisory authority (section 8).

6. Invoices, payments and refunds

Fees are billed and collected through Stripe. A wrong amount, a double charge or a missing invoice is corrected by us; you do not need to contact Stripe. Please complain to us before initiating a chargeback: a chargeback takes longer than a correction by us, and the Terms of Service treat unjustified chargebacks as a reason for termination.

Our refund policy:

• If the Service was unavailable or substantially impaired because of a fault for which we are responsible, the Customer receives a pro-rata refund or credit for the affected period.
• There is no refund for a change of mind, for unused time in a billing period or for features that were not used, except where the law provides otherwise – in particular after a withdrawal under the right of withdrawal.

Refunds go back to the original payment method through Stripe; how long the bank takes to credit them is outside our control.

7. Sole traders with consumer protection

reactive.chat is a service for businesses; consumers cannot conclude the contract. Polish law nevertheless gives certain consumer protections to a natural person running a sole proprietorship who concludes a contract directly connected with that business where the contract is not of a professional nature for that person (Articles 385^5, 556^4 and 576^5 of the Civil Code; Articles 7aa and 38a of the Consumer Rights Act). If this applies to you, your statutory rights remain unaffected by anything on this page, in particular:

• the right of withdrawal, described on the right of withdrawal page;
• the rights where a digital service does not conform with the contract;
• the protection against unfair contract terms;
• the statutory deadline for complaints: if we do not answer within 14 days, the complaint is deemed to have been accepted (Article 7a in conjunction with Article 7aa of the Consumer Rights Act).

Please tell us in your complaint if you believe this applies to you; we examine it individually.

8. If we cannot agree

• Data protection: you may lodge a complaint with the President of the Personal Data Protection Office (Prezes UODO), ul. Stawki 2, 00-193 Warsaw, Poland, or with the supervisory authority of your habitual residence or place of work.
• Courts: the contract is governed by Polish law; the courts having jurisdiction are set out in the Terms of Service. Mandatory rules that protect sole traders with consumer protection remain unaffected.
• Out-of-court routes: we are not bound by any code of conduct or by any consumer dispute resolution body and are not obliged to take part in such proceedings; we consider participation in each individual case and do not refuse it as a matter of principle. Where the law grants you the protection of a consumer, the institutions provided for consumers may be open to you, for example mediation by the Voivodeship Inspector of the Trade Inspection (Wojewódzki Inspektor Inspekcji Handlowej) or advice from the municipal or district consumer ombudsman (miejski or powiatowy rzecznik konsumentów); the Office of Competition and Consumer Protection (uokik.gov.pl) keeps further information.
• ODR platform: the European Online Dispute Resolution platform ceased operation on 20 July 2025 and is no longer available.

9. What happens to your complaint data

We use the details of a complaint only to handle it and to defend or pursue claims arising from it. Complaints sent through the support form while signed in are deleted together with the account; for complaints received otherwise the retention is set out in the Privacy Policy.

This document is drawn up in English. Translations into German (/de/p/reklamationen) and Polish (/pl/p/reklamacje) are provided for convenience; the English version prevails.

Version 1.2 – effective 12 October 2026.