Legal
Complaint Handling
We take complaints seriously. This page explains how to raise an issue about Orbit Live and how we respond.
Last updated: 28 August 2026
1. What you can complain about
- Billing, minutes, or refund decisions
- Service reliability or support quality
- Privacy or data-handling concerns
- Account access or security incidents
2. How to file a complaint
Email hello@getorbitlive.com with subject line Complaint, or use the form on our contact page. Include:
- Your registered panel email
- App ID (if relevant)
- Clear description of the issue and desired outcome
- Any invoices, timestamps, or screenshots
For privacy-specific complaints, you may also write to privacy@almohsindev.com.
3. Our process
- Acknowledgement — within 2 business days.
- Investigation — we review logs, billing records, and relevant product data.
- Outcome — we aim to provide a written outcome within 10 business days. Complex cases may take longer; we will notify you of the revised timeline.
4. Escalation
If you are not satisfied with the outcome, reply to the decision email requesting escalation. A senior reviewer at ALMOHSIN DEV LTD will reassess the case. Nothing in this process limits any rights you may have under applicable law.