Dispute Policy

1. Scope of Disputes

This policy applies to disputes regarding billing, service performance (e.g., bonding or broadband speeds), equipment (e.g., Qubitbytes router), or other aspects of our Services. We aim to resolve issues transparently and in compliance with UK regulations, including Ofcom guidelines and our membership in the Communications Ombudsman scheme.

2. Initiating a Dispute

To raise a dispute, contact us via:

• Customer Area: Submit a ticket with details of your issue.
• Email: [email protected].
• Phone: Call our support line (available via the Customer Area).

Please provide your account details, a clear description of the issue, and any supporting evidence (e.g., speed test results, billing statements). We encourage you to contact us first, as required by the Communications Ombudsman.

3. Resolution Process

We will:

• Acknowledge your dispute within 48 hours.
• Investigate and provide a proposed resolution within 7 business days, working with you to address concerns (e.g., technical support, billing adjustments, equipment replacement).
• Notify you if we reach a deadlock or if 8 weeks have passed, at which point you may escalate the issue to the Communications Ombudsman independently.

4. Escalation

If you’re unsatisfied with our initial response, you may escalate the dispute by requesting a review from a senior manager. Submit your request through the Customer Area, and we will respond within 5 business days.

5. External Resolution

Qubitbytes Ltd is a member of the Communications Ombudsman, an independent, free service for resolving disputes. If your issue remains unresolved after 8 weeks or we issue a deadlock letter, you may contact the Ombudsman directly at https://www.commsombudsman.org/ (search for Qubitbytes Ltd) or email [email protected]. We will cooperate fully with their process to ensure a fair outcome.

6. Chargebacks

If you dispute a charge with your bank or card issuer (chargeback), we encourage you to contact us first to resolve the issue, as outlined in this policy. Initiating a chargeback without prior communication may result in service suspension or additional fees, subject to our Terms of Service. We will work with you and your bank to address valid disputes promptly.

7. Policy Updates

We may update this Dispute Policy periodically. Changes will be posted here, with significant updates notified via email or the Customer Area. Continued use of Services constitutes acceptance.

8. Contact Us

For assistance with disputes, reach out via the Customer Area or email [email protected].