1. Purpose

At Lidr (“we”, “us”, “our”), we are committed to providing a high-quality mobile application and excellent customer support. This Complaints Policy explains how you can raise concerns or complaints about our app and services, and how we handle them to ensure a fair and timely resolution.

This policy was last updated on 6 July 2026.

2. Scope

This policy applies to all aspects of our service, including:

The Lidr mobile application (iOS and Android).
Photo, video, and document capture, storage, and management features.
AI-powered features (image analysis and chat assistant).
Subscription and payment processing (including in-app purchases).
Cloud drive integrations (Google Drive, OneDrive, Dropbox).
Customer support interactions.
Data privacy and security matters.

3. How to Make a Complaint

If you wish to make a complaint, you can contact us through:

Email: support@lidr.io
In-App: Settings > Help & Support > Contact Us

To help us investigate and resolve your complaint as quickly as possible, please provide:

Your full name and the email address associated with your Lidr account.
A detailed description of the issue or complaint.
The date and approximate time the issue occurred.
Any supporting information such as screenshots, error messages, or transaction/receipt IDs.
Your device type and operating system version (e.g., iPhone 15, iOS 18.2).

4. Acknowledgement

We will acknowledge receipt of your complaint within 3 business days via email. Your complaint will be assigned a reference number for tracking purposes.

5. Investigation Process

All complaints are reviewed promptly and thoroughly by a member of our support team.
We may contact you for additional information or clarification during the investigation.
Complaints are investigated impartially. Where the complaint involves a technical issue, our engineering team will be consulted.
For complaints related to billing or subscriptions, we will review your payment records and liaise with the relevant payment processor (Stripe, Apple App Store, or Google Play) as needed.

6. Resolution and Response

We aim to resolve complaints within 15 business days of acknowledgement.
Once resolved, we will provide a written response via email detailing the outcome, the reasoning behind our decision, and any corrective actions taken.
If additional time is required (for example, if we need to coordinate with a third-party payment processor or cloud provider), we will inform you of the delay and provide a revised timeline.
Where a complaint relates to a billing error, any applicable refund or credit will be processed within 10 business days of the resolution.

7. Escalation

If you are not satisfied with our initial response, you may escalate your complaint by:

Replying to the resolution email with your reference number and stating the reasons you are dissatisfied. Your complaint will be reviewed by a senior team member.
If the matter remains unresolved after internal escalation, you may contact your local consumer protection authority or data protection authority (for privacy-related complaints).
EU residents may also lodge a complaint with their national Data Protection Authority under the GDPR (see our GDPR Policy for details).
For disputes related to in-app purchases, you may also contact Apple (for iOS) or Google (for Android) through their respective dispute resolution processes.

8. Subscription and Payment Complaints

For complaints specifically related to subscriptions, charges, or refunds:

In-app purchases (iOS/Android): Subscription management, including cancellation and refund requests, is handled through the Apple App Store or Google Play Store. We can assist you in navigating this process.
Web/B2B subscriptions: Billing disputes for Stripe-processed payments can be raised directly with us. We will review your invoice and transaction records.
We do not store full payment card details. All payment processing is handled securely by Stripe, Apple, or Google.

9. Data and Privacy Complaints

If your complaint relates to how we handle your personal data:

Please refer to our GDPR Policy for details on your rights, including the right to access, rectify, delete, or export your data.
You can exercise these rights directly within the app (Settings > Privacy) or by emailing privacy@lidr.io.
If you believe we have not adequately addressed a privacy concern, you have the right to lodge a complaint with your local Data Protection Authority.

10. Record Keeping

All complaints, including correspondence and resolutions, are recorded and retained for a minimum of 2 years. These records are used to:

Track and monitor complaint trends.
Identify recurring issues and drive improvements to our app and services.
Ensure accountability and compliance with our obligations.

11. Confidentiality

All complaints are handled confidentially. Your personal information and complaint details are shared only with staff directly involved in investigating and resolving the issue, in accordance with our GDPR Policy.

12. Continuous Improvement

We value your feedback. Complaints help us identify areas where we can improve Lidr. We regularly review complaint data to enhance our app features, support processes, and overall user experience.