Customer support
Complaints & Disputes
How to Submit a Complaint
Customers may submit complaints regarding billing, account access, Premium access, website content or other issues relating to Erotic Horror Vault by contacting:
Please include sufficient information to identify the relevant account, transaction or content so that the matter can be investigated.
Response Time
Complaints will be reviewed as soon as reasonably possible. We aim to provide an initial response within 5 business days.
Billing Disputes
If a customer believes that a payment was charged incorrectly, duplicated, unauthorized, or that paid Premium access was not provided as described, the customer should contact us at the email address above.
We will investigate the transaction and, where appropriate, correct the charge, restore access, cancel future recurring payments, or issue a refund.
Subscription Cancellation
Credit-card Premium memberships may be cancelled at any time to prevent future recurring charges. Cancellation normally does not remove Premium access already paid for during the current 30-day period.
Cryptocurrency and direct bank-transfer payments are one-time purchases and do not renew automatically.
Content Complaints
Complaints regarding website content may be submitted to the same email address. Reported material will be reviewed and may be restricted or removed while the complaint is investigated.
Escalation
If a complaint cannot be resolved directly, the customer retains any rights available through their card issuer, payment provider, or applicable law.
Erotic Horror Vault will cooperate with legitimate inquiries from payment providers, acquiring banks and competent authorities relating to customer disputes.
Contact
Operator: Michael Stöckli, Sole Proprietor, Switzerland
Email: magic-web@swissonline.ch
See also: Terms & Conditions