Complaints Policy

Scale Social LLC("Scale Social", "we", "us") is committed to handling complaints fairly, promptly, and transparently. This policy explains how to raise a complaint and what to expect from us.

1. How to submit a complaint

Send your complaint by email to hejiangxia@scale-social.comwith the subject line "Complaint", or by post to Scale Social LLC, 412 West 7th Street, Clovis, NM 88101, United States. Please include:

• your name and contact details;
• a description of the issue, including relevant dates and any supporting material;
• the outcome you are seeking.

2. What happens next

• Acknowledgment: we will acknowledge receipt of your complaint within 2 business days.
• Investigation: a member of our team will review the complaint, and may contact you for additional information.
• Resolution: we aim to provide a substantive response within 14 business days. If the matter is complex and we need more time, we will tell you why and give you a revised timeline.

3. Escalation

If you are not satisfied with the outcome, you may ask for the complaint to be escalated to company management by replying to our resolution email. Escalated complaints are reviewed and responded to within 14 business days.

4. Content and legal complaints

Complaints alleging unlawful content or activity, or infringement of intellectual property or privacy rights, are prioritized. Where a complaint is substantiated, we will take appropriate action, which may include removing content, suspending access to services, and notifying relevant authorities where required by law.

5. Record keeping

We keep records of complaints and their resolution for as long as required for legal and operational purposes, and we use them to improve our services and processes.

6. Contact

Scale Social LLC
412 West 7th Street, Clovis, NM 88101, United States
hejiangxia@scale-social.com