Complaints and Dispute Resolution Policy

1. Our Commitment

Adstorm LLC ("Adstorm," "we," "us," or "our"), a company registered with Shams Media City Free Zone, Al Messaned, UAE, is committed to providing high-quality services and maintaining the trust of every client, customer, and business partner we work with.

We recognise that complaints, disputes, and concerns are a natural part of any business relationship. We take all complaints seriously, treat them as an opportunity to improve, and are committed to resolving them fairly, promptly, and transparently.

This Complaints and Dispute Resolution Policy ("Policy") sets out the process for raising a complaint with Adstorm LLC, how we will handle it, the escalation pathways available to you, and the external channels available if internal resolution is not possible.

This Policy applies to all clients, customers, users, and business partners who have an existing or recent relationship with Adstorm LLC.

2. How to File a Complaint

2.1 Complaint Submission

Complaints may be submitted in writing via email to: complaints@adstorm.agency

Please include "Complaint" in the subject line of your email to ensure your submission is directed to the correct team and processed without delay.

Written complaints submitted by email are the preferred and most efficient method. This ensures a clear record is created from the outset and that your complaint is reviewed by the appropriate member of the Adstorm LLC team.

2.2 Required Information

To enable Adstorm LLC to review and investigate your complaint effectively, please include the following information in your submission:

• Your full name and the name of your organisation (if applicable)
• Your email address and preferred contact number (optional but helpful for complex matters)
• Your client or customer reference number - or the order number, invoice number, or transaction reference relating to the matter
• Date(s) of the incident(s) or transaction(s) giving rise to the complaint
• A clear description of the complaint - including a factual account of what happened, what you expected, and what actually occurred
• The outcome you are seeking - what resolution or remedy you would like Adstorm LLC to consider
• Supporting documentation - copies of any relevant emails, invoices, screenshots, contracts, or other materials that support your complaint

The more detail you provide, the more effectively we can investigate your complaint and work toward a fair resolution. Incomplete submissions may require follow-up, which can delay processing.

2.3 Confidentiality of Complaints

All complaint submissions are treated as confidential. Information shared in connection with a complaint will be used solely for the purpose of investigating and resolving the complaint and will be handled in accordance with our Privacy Policy. Complaints will not be shared with any third party except where required by law, regulation, or necessary to facilitate resolution (e.g., a mediator or regulatory authority).

3. Complaint Handling Process

3.1 Acknowledgment

Adstorm LLC will acknowledge receipt of your complaint within 2 business days of receiving your submission. Our acknowledgment will:

• Confirm that your complaint has been received and recorded
• Assign a complaint reference number for your records
• Identify the team member responsible for handling your complaint
• Outline the expected timeline for investigation and resolution

If we require any additional information to proceed with your complaint, we will request it at this stage.

3.2 Investigation

Following acknowledgment, Adstorm LLC will conduct a thorough and impartial investigation of your complaint within 10 business days. The investigation will involve:

• Reviewing all information provided in your complaint submission
• Examining relevant internal records, correspondence, contracts, and transaction data
• Consulting with the relevant team members involved in the matter
• Assessing whether Adstorm LLC's actions were consistent with our contractual obligations, stated policies, and applicable law
• Identifying any service failures, billing errors, or policy breaches that may have occurred

We may contact you during the investigation period if further clarification, documentation, or information is required. We will notify you of any delays to the investigation timeline and provide a revised expected completion date.

3.3 Resolution

Adstorm LLC aims to reach a fair and final resolution of all complaints within 30 calendar days of the initial submission date. Our resolution communication will include:

• A summary of the findings from our investigation
• Our decision regarding the complaint, with reasons
• Any remedial action we will take or have taken (e.g., refund, service credit, process improvement)
• Information about your escalation rights if you are not satisfied with the outcome

For complaints of unusual complexity or those requiring legal input, external expert review, or coordination with third parties, Adstorm LLC may extend the resolution timeline beyond 30 days. In such cases, we will notify you of the revised timeline and the reasons for the extension.

4. Escalation Procedure

If you are not satisfied with the outcome of your complaint after completing the initial investigation and resolution process described above, the following escalation pathway is available to you:

4.1 Internal Review - Senior Management

You may request an internal review of your complaint by a senior member of Adstorm LLC's management team. To request a review, reply to the resolution email you received and include:

• Your complaint reference number
• The specific reasons why you are not satisfied with the initial resolution
• Any additional information or evidence you wish the review to consider

Senior management review requests will be acknowledged within 2 business days and will be completed within 15 business days. Senior management will conduct a fresh, independent assessment of the complaint and the initial resolution, and will provide a final written decision.

4.2 External Mediation

If you remain unsatisfied following senior management review, or if a complaint cannot be resolved through our internal processes within the stated timelines, Adstorm LLC is prepared to engage in external mediation as an alternative to formal legal proceedings.

Mediation is a voluntary, confidential process in which a neutral third-party mediator assists the parties in reaching a mutually acceptable resolution. Both parties must agree to participate in mediation. Adstorm LLC will use reasonable efforts to agree on a mutually acceptable mediator and to participate in the mediation process in good faith.

The costs of mediation will be shared equally between the parties unless otherwise agreed. Each party will bear its own legal representation costs.

4.3 Legal Proceedings

If a complaint cannot be resolved through internal escalation or external mediation, either party may pursue the matter through applicable legal channels as outlined in Section 8 (Governing Law) of this Policy.

5. Types of Complaints We Handle

Adstorm LLC handles complaints relating to all aspects of our services and products, including:

5.1 Service Quality

Complaints relating to the quality, standard, or delivery of consulting services, advertising management, or campaign strategy. This includes concerns about failure to meet agreed deliverables, quality of work, or professional standards.

5.2 Billing and Payments

Complaints relating to invoicing errors, incorrect charges, unauthorised transactions, refund processing delays, disputes over the application of fees, or concerns about the accuracy of billing statements.

5.3 Privacy and Data Handling

Complaints relating to how Adstorm LLC has collected, stored, used, or shared your personal data. Privacy-related complaints may also be directed to privacy@adstorm.agency for dedicated review under our Privacy Policy.

5.4 Digital Products and Educational Content

Complaints relating to the quality, accuracy, or delivery of digital products, online courses, webinars, workshops, templates, or other educational materials, including concerns about misdescription of product features or content.

5.5 Communication and Customer Service

Complaints relating to the conduct, responsiveness, or professionalism of Adstorm LLC personnel, including concerns about communication quality, unresponsiveness, or inappropriate conduct.

5.6 Technical Issues

Complaints relating to persistent technical faults, platform access issues, or technology failures that have materially impaired your access to or use of Adstorm LLC services.

5.7 What We Do Not Handle

We are unable to accept complaints relating to matters that are outside our reasonable control or scope, including:

• Third-party platform policies or decisions (e.g., ad account bans imposed by Meta, Google, or other advertising platforms)
• Market conditions, competitor actions, or macroeconomic factors affecting advertising performance
• Outcomes that fall within normal performance variability for paid advertising campaigns
• Actions taken by payment processors or financial institutions in connection with payment processing

6. Record Keeping

Adstorm LLC maintains a complaints register in which all complaints received are recorded. Each complaint record includes the nature of the complaint, the date received, the steps taken during investigation, the resolution provided, and the date of resolution. Complaint records are retained for a minimum of 5 years from the date of resolution.

Complaint data is reviewed periodically by Adstorm LLC management to identify trends, recurring issues, and opportunities for service improvement. Individual complaint records are treated as confidential and are not shared publicly.

7. Regulatory Complaints

If you are not satisfied with the outcome of Adstorm LLC's internal complaints process, or if you believe Adstorm LLC has breached applicable consumer protection, data protection, or commercial regulations, you may be entitled to lodge a complaint with the relevant regulatory authority.

7.1 UAE Regulatory Authorities

As a company licensed in the UAE, Adstorm LLC is subject to applicable UAE federal and emirate-level regulations. The following regulatory bodies may be relevant depending on the nature of your complaint:

Dubai Economic Department (DED) / Sharjah Economic Development Department

For complaints relating to consumer protection, commercial practices, and business conduct, consumers in the UAE may contact the relevant emirate's economic department:

• Sharjah Economic Development Department: www.sedd.ae
• Dubai Economy and Tourism - Consumer Protection: www.det.gov.ae

UAE Telecommunications and Digital Government Regulatory Authority (TDRA)

For complaints relating to digital services, online content, internet services, and telecommunications in the UAE:

• TDRA: tdra.gov.ae

UAE Ministry of Economy - Consumer Protection Department

For consumer protection matters under UAE Federal Law No. 15 of 2020 on Consumer Protection:

• Ministry of Economy: www.economy.gov.ae

7.2 Shams Media City Free Zone

As a company registered within the Shams Media City Free Zone, disputes may also be referred to the relevant free zone authority where the matter falls within its jurisdiction:

• Shams Media City: shamsabudhabi.ae

7.3 Data Protection Complaints

For complaints specifically relating to data protection and privacy, please first contact us at privacy@adstorm.agency. If the matter is not resolved internally, you may raise the matter with the relevant data protection authority in your jurisdiction.

8. Alternative Dispute Resolution

Adstorm LLC recognises that formal legal proceedings can be costly and time-consuming for all parties. We are committed to exploring alternative dispute resolution ("ADR") mechanisms - including negotiation, mediation, and conciliation - before resorting to formal litigation, wherever appropriate and practicable.

ADR mechanisms available to resolve disputes with Adstorm LLC include:

• Direct negotiation: Good faith discussions between the parties to reach a mutually acceptable resolution without third-party involvement. This is always the first step.
• Mediation: A voluntary, non-binding process involving a neutral third-party mediator who facilitates discussion and helps the parties reach agreement. The mediator does not impose a decision.
• Conciliation: Similar to mediation, but the conciliator may take a more active role in proposing solutions and may issue a non-binding recommendation.
• Expert determination: For technical disputes (e.g., disputes about the quality of specific technical deliverables), the parties may agree to refer the matter to a suitably qualified independent expert for a binding or non-binding determination.

Neither party is required to participate in ADR, but both parties agree to give serious consideration to ADR options before commencing legal proceedings. Participation in ADR does not waive either party's right to commence legal proceedings.

9. Governing Law and Jurisdiction

This Policy and any dispute or claim arising out of or in connection with it or its subject matter shall be governed by and construed in accordance with the laws of the United Arab Emirates and the laws applicable in the Emirate of Sharjah, including the regulations of Shams Media City Free Zone.

Subject to the ADR provisions above, each party irrevocably agrees to submit to the exclusive jurisdiction of the courts of the UAE for the settlement of any dispute or claim that cannot be resolved through the procedures set out in this Policy, unless the parties agree in writing to submit to an alternative jurisdiction.

10. Accessibility

Adstorm LLC is committed to ensuring that this complaints process is accessible to all. If you require this Policy in an alternative format, or if you require assistance submitting a complaint due to a disability or other accessibility need, please contact us at hello@adstorm.agency and we will make reasonable accommodations to assist you.

If English is not your preferred language and you require assistance communicating your complaint, please indicate this in your initial email and we will use reasonable efforts to accommodate your needs.

11. Changes to This Policy

Adstorm LLC reserves the right to amend, modify, or update this Policy at any time. Changes will take effect upon posting of the revised Policy to this page, with the "Last updated" date amended accordingly. We encourage you to review this Policy periodically.

If you have an active complaint at the time of any material change to this Policy, the version of the Policy in effect at the time your complaint was submitted will continue to apply to that complaint.

12. Contact Information

To submit a complaint or enquire about the status of an existing complaint:

For privacy-related complaints: privacy@adstorm.agency

For general enquiries: hello@adstorm.agency

Response time: within 2 business days of receipt.