Complaints and Disputes resolution

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Purpose

This policy sets out the process for handling complaints from customers of Jarvnox Ltd relating to digital products and services offered through www.sparksaphire.com. It ensures compliance with the UK Consumer Rights Act 2015, Alternative Dispute Resolution (ADR) Regulations 2015, and relevant e-commerce legislation.

Scope

This policy applies to all consumers who purchase or access digital content via www.sparksaphire.com. It covers:
  • Access or delivery issues with digital goods
  • Faulty or misdescribed digital products
  • Refund and cancellation disputes
  • Support or service complaints
  • Breach of contract or dissatisfaction

Consumer Rights

Under the Consumer Rights Act 2015, customers purchasing digital content from us have the right to:
  • Receive products that are of satisfactory quality, fit for purpose, and as described
  • Request a repair or replacement if the digital content is faulty
  • Receive a full or partial refund if the digital product cannot be repaired or replaced within a reasonable time
  • Cancel an order within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless the download has already begun with consent

How to Make a Complaint

You may contact us by:
  • Email: support@sparksaphire.com
  • Website: www.sparksaphire.com/contact
  • Mail: Jarvnox Ltd, Suite 4523 Unit 3a, 34-35 Hatton Garden, Holborn, United Kingdom, London, EC1N 8DX
Please include:
  • Your name and contact details
  • Order reference or invoice number
  • Description of the issue
  • Any relevant files (screenshots, logs, etc.)

Handling of Complaints

Step 1 – Acknowledgement
You will receive an acknowledgment of your complaint within 1 (one) working day.

Step 2 – Assessment and Response
Your complaint will be investigated by a member of our support or management team. You will receive a full response within:

  • 3 (three) working days for simple issues
  • 14 (fourteen) working days for complex matters
You will be informed if delays occur and provided the reasons.

Step 3 – Resolution Options
Depending on the particular case and the consumer rights applicable, outcomes may include:

  • Repair or update to a faulty script
  • Exchange for an alternative product
  • Refund (full or partial)
  • Technical support or account assistance
  • Explanation or apology, where appropriate

Escalation

If you are dissatisfied with the initial outcome, you may request a Senior Review by emailing:
complaints@sparksaphire.com
Subject line: Escalation Request – [Your Order ID]
A decision will be issued within 5 (five) working days of escalation.

Alternative Dispute Resolution (ADR)

If the complaint remains unresolved, and you are a consumer residing in the UK or EU, you are entitled under UK law to use an Alternative Dispute Resolution (ADR) scheme.
We are not currently subscribed to a specific ADR scheme, but you may contact:
We will cooperate in good faith with any legally appointed ADR scheme.

Data Protection and Confidentiality

All complaints and communications are handled in accordance with the UK GDPR, Data Protection Act 2018 and EU GDPR where applicable. Your data will be used solely for resolving the issue and will not be shared without your consent, except where legally required.

Recordkeeping

We maintain internal records of all complaints and resolutions for a minimum of 12 months, in compliance with consumer protection best practices and to improve our services.

Updates to This Policy

We reserve the right to revise this policy at any time in line with changes to UK legislation, business operations, or customer feedback. The most current version will always be available on www.sparksaphire.com.

Contact Us

  • 📧 Email: support@sparksaphire.com
  • 🌍 Website: www.sparksaphire.com
  • 🏢 Company: Jarvnox Ltd, Registered at Suite 4523 Unit 3a, 34-35 Hatton Garden, Holborn, United Kingdom, London, EC1N 8DX
  • Company Number: 15757797