Any complaint addressed to CaliaLabs is handled through a formal, traceable process subject to contractual deadlines. No complaint is ignored or closed without a reasoned reply.

The customer has the right at any time to refer the matter to an independent external body if they consider that internal handling has not led to a satisfactory solution, or if deadlines are not met.

This procedure is free of charge, except for any postal fees in case of referral by registered letter.

Complaints can be submitted through one of the following channels: email to [email protected] (recommended main channel), contact form on calialabs.com/contact with category "Complaint", postal mail to CaliaLabs SAS — Complaints Department, at the registered office address shown in the legal notice.

For optimal handling, we invite customers to include the following in their complaint: customer or contract identifier if applicable, factual description of the problem or disagreement, date or period concerned, any supporting documents, explicit expectation or request (refund, correction, explanation, etc.).

Acknowledgement: any complaint email receives an immediate automatic acknowledgement, followed by human confirmation within 48 business hours indicating the assigned case number and the name of the contact in charge.

Initial reply: an initial analysis is shared with the customer within 5 business days of receipt. This reply may be a direct resolution, a request for additional information, or a notification that the case requires more in-depth investigation.

Reasoned reply: a full reasoned reply is provided at the latest within 30 days from the receipt of the complaint. In case of a complex case requiring additional time, the customer is informed of the reasons and a new commitment date.

These deadlines are contractual commitments. Their non-compliance constitutes valid grounds for referring the matter to the external bodies mentioned below.

If the initial reply does not satisfy the customer, they can request a review by the compliance team by writing to [email protected], recalling the original case number.

The compliance team is independent from operational teams. It has an additional 15 business days to review the case and propose an alternative solution, confirm the initial position with additional justification, or direct the customer to external mediation channels.

This escalation step is optional and free of charge. The customer may directly refer the matter to a mediator without going through this step, if they wish.

In accordance with Articles L. 611-1 and following of the French Consumer Code, any consumer has the right to free recourse to a consumer mediator for the amicable resolution of a dispute with a professional.

CaliaLabs adheres to the following mediation body: AFNOR Médiation & Accord, 11 rue Francis de Pressensé, 93571 La Plaine Saint-Denis Cedex. Online referral: afnor-mediation.fr. Full contact details also available on economie.gouv.fr.

Referral to the mediator is free for the consumer. It is admissible only if the customer has first attempted to resolve the dispute directly with CaliaLabs and if less than 12 months have elapsed since that initial step.

For complaints concerning the processing of personal data, the customer may directly refer the matter to the French Data Protection Authority (CNIL): 3 place de Fontenoy — TSA 80715 — 75334 Paris Cedex 07, online form on cnil.fr, telephone 01 53 73 22 22.

For complaints concerning the site's accessibility, the customer may refer the matter to the Human Rights Defender according to the procedure described in the RGAA Accessibility Statement.

For complaints concerning a security incident or suspected personal data breach, the priority channel is [email protected], with a commitment to respond within 1 business hour for critical incidents.

All complaints are recorded in an internal register. Statistical analysis is conducted quarterly to identify recurring patterns and trigger corrective actions at the platform, documentation, or customer journey level.

An anonymised annual report is integrated into CaliaLabs' continuous improvement approach and shared with the relevant stakeholders.