When something goes wrong

Just say it first

Most things are solved with a message. Text that is wrong, a colour that disappoints, a planning that no longer looks realistic: tell us as soon as you notice, not at delivery.

Is a project running? Use the messages or a support question in the client portal. Then it sits with your project and cannot get lost.

Filing a complaint

If that does not resolve it, send an email. Describe what happened, which project it concerns, and what you would like to see happen. That last part helps more than you think.

There is no form to fill in and no format to follow. A complaint in plain words is enough.

What we do with it

We confirm we have your message and find out what happened. If it concerns a maker's work, we discuss it with them; you do not have to have that conversation.

Then we come back with our view and what we propose. If it was our mistake, we say so.

We do not state a deadline in days here. A deadline we fail to meet is worse than none.

If we cannot work it out together

Then we say that too, and explain why. We will not pass you to a body we are not part of: WebHelpo is not affiliated with a disputes committee or quality mark, and we are not going to pretend otherwise.

Which legal steps are open to you depends on where WebHelpo is established. That is not settled yet, so it is not presented here as a route.