Customer Grievance Redressal
Last updated: August 12, 2026
Use this process to raise an unresolved complaint about a YADL purchase, account, privacy request, or service issue.
1. How to complain
Email [email protected] with your name, account email, order or payment reference if applicable, a description of the issue, relevant dates, and the resolution you are requesting.
2. Response time
We aim to acknowledge grievances within 2 business days, provide an initial response within 7 business days, and resolve them within 30 calendar days. Complex payment, bank, fraud, or legal reviews may take longer; we will provide status updates when reasonably possible.
3. Escalation
If the initial response does not resolve the issue, reply to the same email thread and request escalation to the Grievance Officer. Include the original ticket details so the matter can be reviewed without delay.
4. Payment disputes
Please contact us before initiating a chargeback so we can investigate. This does not limit any rights you have through your bank, payment provider, or applicable consumer law.