Complaints Procedures for IntelliMind Software Design

Effective Date: January 1, 2022
Last Updated: January 4, 2026

Welcome to the Complaints Center of IntelliMind Software Design (“we,” “us,” or “our”). This page provides information on how to submit complaints regarding our services, website at [https://intellimind.pro] (the “Website”), or any other interactions with us. We value your feedback and are committed to addressing concerns promptly, fairly, and in compliance with applicable laws and regulations. This Complaints Center covers the period from 2022 to 2026.

Our goal is to resolve issues efficiently to maintain trust and improve our software design services. Complaints may include, but are not limited to, issues related to project delivery, quality of work, billing, privacy, or customer service.

1. How to Submit a Complaint

To ensure your complaint is handled effectively, please provide as much detail as possible. You can submit a complaint through the following methods:

Email: Send a detailed description to info@intellimind.pro. Include your name, contact information, project details (if applicable), and a clear explanation of the issue. Alternatively please use the form on the Complaints Page who is directly read by the CEO Cornelia Brown.
Phone: Call us at +971 585170344 during business hours (Sunday to Thursday, 9:00 AM to 5:00 PM UAE time) to discuss your concern verbally. We may request a written follow-up for documentation.
Online Form: Use the complaint submission form available on our Website under the “Contact Us” or “Support” section. This form guides you through providing necessary details.
Mail: Send written complaints to our physical address (available upon request via email).

When submitting, please include:

Your full name and contact details.
Date and description of the incident or issue.
Relevant project ID, invoice number, or reference.
Supporting documents or evidence (e.g., emails, screenshots).
Desired resolution (e.g., refund, rework, apology).

Anonymous complaints may be considered, but providing contact information allows us to follow up and resolve the matter more effectively.

2. Complaint Handling Process

We handle complaints in a structured, transparent manner:

Acknowledgment: Upon receipt, we will acknowledge your complaint within 48 hours (or the next business day) via email or phone, confirming receipt and providing a reference number.
Investigation: Our team will review the details, gather information from relevant parties, and investigate thoroughly. This may involve contacting you for additional information.
Timeline: We aim to resolve complaints within 10 business days. Complex issues may take up to 30 business days, and we will provide updates on progress.
Resolution: Once resolved, we will communicate the outcome, including any actions taken (e.g., corrective measures, compensation). If you’re unsatisfied, you may request an escalation to senior management.
Escalation: If the initial resolution is not acceptable, escalate by replying to our response email or calling us, referencing your complaint number.

We maintain records of all complaints for internal review and quality improvement.

3. Types of Complaints We Handle

Service-Related: Delays, quality issues, or unmet expectations in software design projects (refer to our Projects Deadlines Policy for timeline specifics).
Billing and Payments: Disputes over fees, invoices, or refunds.
Privacy Concerns: Issues related to data handling (see our Privacy Policy).
Website or Technical Issues: Problems with accessing or using the Website (refer to our Terms of Service).
Other: Any other dissatisfaction with our operations or staff.

For legal disputes, please refer to the Governing Law and Dispute Resolution section in our Terms of Service.

4. Your Rights

Depending on your location, you may have additional rights under laws such as the GDPR (for EU residents) or consumer protection regulations in the UAE. If your complaint involves data privacy, you can exercise rights like access or deletion as outlined in our Privacy Policy.

If unresolved, you may contact relevant authorities, such as the UAE’s Telecommunications and Digital Government Regulatory Authority (TDRA) or your local consumer protection agency.

5. Prevention and Feedback

We encourage proactive feedback to prevent issues. Share suggestions via our contact form or during project reviews. Your input helps us enhance our services.

6. Changes to This Complaints Center

We may update this page periodically. The “Last Updated” date at the top will reflect changes. Significant updates will be notified via the Website or email.

This Complaints Center covers updates from 2022 through 2026, with the current version effective as of January 4, 2026.

7. Contact Us

For complaints or questions about this process:

IntelliMind Software Design
Email: info@intellimind.pro (or complaints@intellimind.pro for direct submissions)
Tel: +971 585170344