1. What you can raise with us
You can complain about service quality, billing/refunds, remote access, privacy/data handling, marketing/communication preferences, staff conduct, misleading statements, unauthorized access or suspected misuse of the BACKON name.
2. Where to send it
- General service, billing or conduct concern: support@backon.net
- Privacy/data concern: privacy@backon.net
3. What to include
- your name and preferred contact method;
- support/invoice/payment reference if available;
- date of the relevant service or communication;
- a short factual description of what happened; and
- the outcome you are asking us to consider.
Do not send full payment-card numbers, banking passwords or authentication codes.
4. How we review a complaint
We will review the records reasonably relevant to the issue, which may include the service order, support notes, remote-access authorization, communication history, payment/refund record and opt-out records. Privacy or unauthorized-access complaints are routed for priority review.
5. Urgent unauthorized-access concern
If you believe a remote session is still active without permission, disconnect the device from the internet if safe, close the remote-support application and contact us. If financial credentials may have been exposed, contact the relevant bank/payment provider directly using a trusted number.
6. Suspicious impersonation of BACKON
If someone claims to be BACKON but asks you to move money, buy gift cards, pay in cryptocurrency, disclose bank credentials or says they detected a problem before you requested support, stop the interaction. Send available details to support@backon.net.
7. Proposed resolution
Depending on the issue, a resolution may include an explanation, correction of records, communication opt-out, service follow-up, refund review, security action or other appropriate remedy. A particular remedy is not guaranteed merely because it is requested.
8. External rights remain available
This internal process does not prevent a customer from using any regulator, consumer-protection body, payment-provider process or court/tribunal available under applicable law.
9. Recordkeeping
Complaint records may be retained as reasonably necessary to resolve the issue, prevent repeated problems, comply with legal obligations and defend or establish legal rights. See the Privacy Policy.