COMPLAINTS POLICY

Effective Date: August 30, 2025

MatchMusic ("we," "our," "us") is committed to providing a safe, fair, and transparent environment for artists and curators. This Complaints Policy outlines how users can submit complaints, how we handle them, and the resolutions available.

1. How to Submit a Complaint

Users may submit complaints via email at:

contact@matchmusic.co

When submitting a complaint, please provide:

• Your full name and email address
• Transaction ID (if applicable)
• Name of the song involved
• Name of the curator or artist involved
• Detailed description of the issue

2. Types of Complaints Covered

Our complaints procedure covers, but is not limited to:

• Technical issues: platform errors affecting functionality or credit purchases.
• Payment issues: incorrect or missing credit allocations, with supporting evidence.
• Curator feedback problems: negative or inappropriate feedback, unprofessional behavior.
• Content violations: inappropriate submissions or copyright infringements by other users.

3. Response Time

We aim to respond to all complaints within 10 business days of receipt.

4. Resolution

Depending on the nature of the complaint, possible resolutions may include:

• Reimbursement of credits within the platform
• Allocation of credits to correct any errors
• Mediation between users (artist and curator)
• Suspension or termination of accounts that violate platform rules

5. Limitation of Liability

• The platform does not guarantee refunds in all cases, except in explicitly approved exceptions.
• We are not responsible for any actions taken by curators or users with regard to copyrighted material once it is accessed by them, but we reserve the right to take decisive action against accounts that breach copyright or platform rules.

6. Abusive or Repeated Complaints

Complaints that are repeated, malicious, or appear to exploit bugs or loopholes may result in:

• Suspension of the user's account
• Initiation of legal action against users abusing the system

7. Escalation

If a complaint is not resolved satisfactorily, users may escalate the issue to:

• Their payment processor (e.g., Stripe)
• Their financial institution or bank
• Legal authorities if deemed necessary

8. Updates During Process

We will keep users informed of the status of their complaint throughout the review process.

9. Record Keeping

All complaints and their resolutions are logged internally for accountability and future reference.