Complaints and Dispute Resolution

How to complain

Registration, billing and DNS setup disputes

For a complaint about a Professional domain setup, include the domain name, the general step that failed, and publicly visible DNS findings—but not verification tokens, private DKIM keys or passwords. Billing disputes should include the Stripe invoice identifier and date, not a full card number. Customer service will distinguish service provisioning delays from DNS issues at a third-party host.

Send an account or service complaint to support@aimailcloud.com or a formal legal or privacy complaint to legal@aimailcloud.com. Describe the affected mailbox (never its password), the dates involved, the service impact and any relevant invoice or case references.

Acknowledgement and investigation

We review the complaint, may seek further evidence, check relevant service and billing records, and explain the outcome or available next steps. Urgent security incidents should be flagged clearly and sent through our security reporting page.

Billing disputes

For an unexpected charge or cancellation issue, contact support@aimailcloud.com before sharing payment details elsewhere. Do not email full card numbers. Customers retain lawful rights to contact their card issuer or Stripe’s dispute process where applicable.

Privacy and consumer rights

A privacy complaint may be escalated to the New Zealand Office of the Privacy Commissioner. Other consumer regulators, payment dispute channels, courts or tribunals may be available under applicable law. These terms do not restrict non-excludable remedies.

Respectful communication

We aim to handle reports without retaliation, including good-faith abuse, accessibility, security and privacy concerns. Please avoid exposing other people’s private messages unnecessarily.