Complaints Policy

Email contact@tryaudiolab.ai with the subject “Complaint,” or call +1 (949) 413-8582. Include your name, account email, workspace name, a description of the issue, relevant dates, any transaction or request reference, and the resolution you are seeking. Do not send full payment-card or bank-account details.

We will acknowledge your complaint within 2 business days and aim to provide a substantive response within 10 business days. We aim to resolve the complaint or issue a final response within 30 calendar days after receiving it.

If we cannot meet a deadline, we will explain the reason for the delay, share the current status, and provide a revised response date. A business day is Monday through Friday, excluding United States federal holidays.

Paddle is the Merchant of Record for AudioLab purchases. You may contact Paddle buyer support about a transaction, receipt, payment method, or refund. AudioLab will still assist with complaints about our product, account credits, or handling of your request.

Our Refund Policy provides a full refund for an AudioLab credit purchase requested within 30 calendar days of the transaction date, for any reason.

If you disagree with our response, reply to the complaint and write “Escalation requested.” A senior reviewer who was not responsible for the original response will review the complaint. We aim to provide the final internal response within 10 business days after receiving the escalation request.

AudioLab is not currently subject to or enrolled in a mandatory sector-specific ombudsman scheme. Depending on where you live, an official consumer authority or alternative dispute resolution service may be able to help:

• United States: USAGov consumer complaint guidance
• European Union and European Economic Area: European Commission Consumer Redress portal
• United Kingdom: GOV.UK alternative dispute resolution and ombudsman guidance

Using our complaint process does not limit any right to contact a regulator, use another remedy available under applicable law, or bring a qualifying claim in court.

We use complaint information to investigate, communicate about, and resolve the issue; improve our services and support; prevent abuse; and meet legal obligations. We retain it only as long as reasonably needed for those purposes, consistent with our Privacy Policy.