Complaints Procedure

This Complaints Procedure explains how users can submit complaints concerning Chart Pins, paid access, billing, service availability or other contractual issues. It does not limit mandatory consumer rights.

Send the complaint by e-mail to chart.pins.support@gmail.com. Use a clear subject such as “Complaint – Chart Pins” and send it from the e-mail linked to your account where possible.

• Your Chart Pins account e-mail and, if useful, nickname.
• A clear description of the issue and when it occurred.
• The order, subscription or payment reference if the complaint concerns billing.
• Relevant screenshots or technical details if they help explain the issue.
• What resolution you are requesting, if you have a specific request.

Chart Pins will review the complaint and may request additional information where needed. Complaints will be handled within a reasonable time taking into account the nature of the issue, available evidence and any time limit required by applicable law.

Depending on the circumstances and applicable rights, a complaint may result in an explanation, technical correction, restoration or extension of access, billing correction, refund where justified, another appropriate remedy, or a reasoned rejection.

Where an issue is caused by TradingView, a browser, a data provider or another third party, Chart Pins will assess what can reasonably be corrected on the Chart Pins side. A third-party issue does not automatically create a refund right, but mandatory rights remain unaffected.

Billing complaints and refund requests are also subject to the Refund and Cancellation Policy. Payment-card details are handled by Stripe and are not stored by Chart Pins.

Consumers may use any court, supervisory, alternative dispute-resolution or other complaint mechanism available to them under applicable law. You are encouraged to contact Chart Pins first so the issue can be reviewed directly.

Chart Pins may retain the complaint, correspondence and outcome for a reasonable period for customer support, compliance, fraud prevention and legal claims in accordance with the Privacy Policy.

Complaints and related questions: chart.pins.support@gmail.com.