1. Overview

This IT Support & Claims Policy (“Policy”) outlines the procedures, requirements, and conditions governing support requests and claims submitted through our platform (“Platform”). By using our services, you agree to comply with the terms set forth in this Policy.

Our goal is to provide timely, transparent, and fair support while maintaining efficient coordination with our third-party vendor partners.

2. Scope of Support

We provide support services related to the use of our Platform, including but not limited to:

• Cashback tracking and validation

• Subscription and transaction discrepancies

• Vendor-related inquiries facilitated through our Platform

• Account access and technical issues

• General platform functionality and guidance

Support does not extend to direct technical issues within third-party vendor products unless explicitly stated.

3. Claims Eligibility

Users may submit a claim under the following circumstances:

• Missing or untracked cashback for eligible transactions

• Incorrect cashback amounts or delays beyond standard processing time

• Subscription or billing discrepancies linked to partner vendors

• Errors in transaction records or account data

All claims must be associated with valid transactions conducted through eligible channels on the Platform.

4. Claim Submission Requirements

To ensure timely processing, users must provide accurate and complete information, including:

• Registered account email or user ID

• Vendor name and subscription details

• Transaction date and reference number (if available)

• Description of the issue

• Supporting documentation (e.g., invoices, receipts, screenshots)

Incomplete submissions may result in delays or rejection of the claim.

5. Claim Review Process

Upon submission, claims will be processed as follows:

5.1 Initial Review

Our support team will verify the submitted information and assess eligibility.

5.2 Investigation

Where necessary, we will coordinate with relevant third-party vendors to validate transaction details and cashback eligibility.

5.3 Resolution

Once the review is complete, we will notify the user of the outcome and apply any applicable corrections or cashback adjustments.

6. Processing Timeframes

• Initial response: within 24–48 business hours

• Standard claim resolution: within 3–7 business days

• Vendor-dependent cases: may require additional time depending on vendor response

Users will be notified in the event of extended processing times.

7. Cashback Conditions

Cashback is subject to the following conditions:

• Transactions must comply with vendor-specific terms and eligibility criteria

• Cashback may be declined if transactions are canceled, refunded, or deemed invalid

• Certain vendors may impose approval or validation periods before cashback is confirmed

• Abuse, misuse, or fraudulent activity will result in forfeiture of cashback

8. Limitations of Responsibility

While we strive to ensure accuracy and reliability:

• We do not guarantee cashback for all transactions

• We are not responsible for delays caused by third-party vendors

• We do not control vendor pricing, billing systems, or subscription terms

• Technical issues originating from vendor platforms fall outside our direct control

9. User Responsibilities

Users are responsible for:

• Providing accurate and truthful information in all submissions

• Maintaining valid account details

• Reviewing vendor terms before making purchases

• Reporting issues within a reasonable timeframe

Failure to comply may affect claim eligibility.

10. Fraud & Abuse Prevention

We reserve the right to investigate and take action against any activity deemed fraudulent, abusive, or in violation of this Policy, including:

• Submission of false or misleading claims

• Manipulation of transactions to generate cashback

• Unauthorized use of the Platform

Such actions may result in account suspension or termination.

11. Communication & Updates

All claim-related updates will be communicated via:

• Registered email address

• Platform notifications (if applicable)

Users are responsible for ensuring their contact information is up to date.

12. Policy Updates

We reserve the right to modify or update this Policy at any time. Changes will be effective upon posting to the Platform. Continued use of the Platform constitutes acceptance of the updated terms.

13. Contact & Support

For support inquiries or claim submissions, please contact us via:

• Support form on the Platform

• Official support email: info@stackgain.io

Our team is committed to resolving your issues as efficiently and transparently as possible.

Final Statement

We are dedicated to providing a reliable support experience built on trust, clarity, and fairness. Every claim is handled with care to ensure your experience with our Platform remains seamless and rewarding.