Complaints & Issues Policy
Last updated: 2025-12-30
This Complaints & Issues Policy forms part of the Braynex Terms & Conditions. By using the Braynex platform, you agree that complaints and issues will be handled in accordance with this policy and the Terms & Conditions.
In the event of any conflict, the Terms & Conditions shall prevail.
1. Purpose
Braynex provides automated SEO insights, analysis, scoring, and benchmarking based on third-party data sources and proprietary algorithms.
This policy explains:
- How users may raise complaints or issues
- How Braynex investigates and responds
- The limits of our responsibility, as defined in the Terms & Conditions
2. Scope of Complaints & Issues
You may submit a complaint or issue relating to:
- Platform errors or service interruptions
- Incorrect or incomplete report delivery
- Billing, payments, or invoicing errors
- Account access or authentication problems
- Customer support concerns
The following are not considered valid complaints under this policy (as defined in the Terms & Conditions):
- Disagreement with SEO scores, benchmarks, or recommendations
- Search engine ranking changes
- Business, traffic, revenue, or conversion outcomes
- Decisions made based on Braynex reports
- Third-party API inaccuracies, delays, or outages
- Differences between Braynex results and other SEO tools
3. Nature of the Service (Important)
Braynex is an information and analysis platform, not a consultancy or guaranteed-outcome service.
As stated in the Terms & Conditions:
- All reports are indicative and informational only
- SEO performance is influenced by external factors beyond our control
- No guarantees are made regarding rankings, traffic, or results
Complaints based solely on outcomes or expectations fall outside the scope of this policy.
4. How to Submit a Complaint or Issue
All complaints must be submitted in writing to:
Please include:
- Full name
- Account email
- Relevant project, URL, or report reference
- Clear description of the issue
- Supporting evidence (screenshots, timestamps, report IDs)
Failure to provide sufficient information may delay or prevent investigation.
5. Acknowledgement & Response Timeframes
Braynex aims to handle complaints efficiently and fairly:
- Acknowledgement: within 2 business days
- Investigation update: within 5 business days
- Final response: within 14 business days
These timeframes are targets, not guarantees, and may vary depending on complexity or reliance on third-party providers.
6. Investigation & Assessment
When investigating a complaint, Braynex may review:
- Internal system logs
- API responses from third-party providers
- Account usage and configuration
- Relevant Terms & Conditions clauses
Where an issue arises from factors outside Braynex’s control (including third-party data providers or external websites), this will not constitute a breach of service.
7. Outcomes & Remedies
Subject to the Terms & Conditions, possible outcomes include:
- Technical correction or reprocessing
- Clarification of results or methodology
- Service credit or refund (where applicable)
- Written explanation where no fault is found
Refunds or credits are discretionary, not automatic, and only apply where:
- A confirmed service fault occurred, and
- The issue materially prevented report delivery
No refunds are issued for:
- Dissatisfaction with results
- Changes in SEO performance
- User misunderstanding of the platform
8. Escalation
If you are not satisfied with the response, you may request escalation by replying to the original email within 7 days of the final response.
Escalated complaints are reviewed internally by a senior team member.
This escalation process does not affect your statutory rights.
9. Limitation of Liability
Nothing in this policy extends or modifies Braynex’s liability beyond what is set out in the Terms & Conditions.
In particular:
- Braynex is not liable for indirect or consequential losses
- Liability is limited to the fees paid for the affected service
- Braynex is not responsible for decisions made using the reports
10. Data Protection & Confidentiality
All complaints are handled confidentially and in accordance with our Privacy Policy and applicable UK data protection laws.
11. Misuse of the Complaints Process
Braynex reserves the right to restrict or refuse further handling of complaints that are:
- Repetitive with no new evidence
- Abusive, threatening, or harassing
- Clearly unfounded or malicious
12. Contact Us
For complaints or issues: