Complaints, Disputes and Contact

In short

• Support: support@octasolutions.net. Privacy: privacy@octasolutions.net. Complaints and legal notices: legal@octasolutions.net.
• We acknowledge complaints and respond within set periods.
• You can appeal any action taken on your account.
• We first seek an amicable solution; jurisdiction then follows the "Terms of Use".
• Your right to complain to competent official authorities always remains.

1. Contact Details

1. Operator: OCTA Solution LLC (شركة حلول أوكتا ذات المسؤولية المحدودة), Cairo, Arab Republic of Egypt.
2. Registered address: [Full registered address]. Commercial Register No.: [Commercial Register No.].
3. Data protection officer: [Data Protection Officer].
4. Languages: Arabic and English.

2. Filing a Complaint

2.1 What to include

Please include:

1. Your name and the email registered to your account.
2. A description of the problem and its date.
3. The transaction, project or deal number, if any.
4. What you are asking for to resolve the problem.
5. Any supporting documents.

2.2 Stages

1. We consider complaints impartially and may ask for additional information.
2. We explain the outcome of the review and the reasons in writing.
3. For complaints about personal data, the periods in "Your Rights and How to Exercise Them" apply.

3. Appeals Against Account Actions

1. You can appeal a warning, restriction, suspension, termination or content removal under the "Acceptable Use Policy".
2. Appeals are sent to legal@octasolutions.net within [For review: appeal period] of notice of the action.
3. Where possible, the appeal is reviewed by someone who did not make the original decision.
4. The action may stay in place during the appeal if needed to protect users.

4. Disputes Between Users

1. Disputes between users, including disputes about deals, NDAs and Verified Handover, are resolved directly between them.
2. The Company is not an arbitrator or a party to these disputes.
3. At the request of both parties or of a competent authority, the Company may provide stored technical records (such as view logs, signature evidence and hashes) within the limits of the law and the "Privacy Policy".

5. Disputes With the Company

1. We first seek an amicable settlement through the complaints process above.
2. If no settlement is reached within [For review: amicable settlement period], the matter may be referred to [For review: the courts of Cairo or arbitration] under the "Terms of Use".
3. Disputes are governed by the laws of the Arab Republic of Egypt, preserving the mandatory protections granted to you as a consumer in your country of residence.

6. Official Authorities

Without prejudice to our complaints process, you may apply to the competent authorities, including:

1. For consumer protection matters in Egypt: the Consumer Protection Agency.
2. For personal data matters: Egypt's Personal Data Protection Centre, the Saudi Data and Artificial Intelligence Authority (SDAIA), or the UAE Data Office, as applicable.
3. Any other competent authority in your country of residence, under its procedures.

7. Legal Notices

1. Legal notices to the Company are sent to legal@octasolutions.net and to the registered address. [For review: validity of notice by email alone]
2. We send notices to you at the email registered to your account or within the platform, and they are deemed delivered when sent to the registered email.