EU Redress Policy

Introduction

As a company operating within the European Union, Vanguardina is committed to providing effective redress mechanisms for EU consumers in accordance with EU consumer protection laws and regulations.

Your Rights Under EU Law

As an EU consumer, you have the following rights:

• Right to receive services that conform to the contract
• Right to remedies when services do not conform
• Right to clear and transparent information
• Right to effective complaint handling
• Right to access alternative dispute resolution

How to File a Complaint

Alternative Dispute Resolution (ADR)

If we cannot resolve your complaint to your satisfaction, you have the right to refer your dispute to an alternative dispute resolution entity. As we are based in Cyprus, you may contact:

Online Dispute Resolution (ODR)

EU consumers may also use the European Commission's Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr

Available Remedies

Depending on the nature of your complaint, available remedies may include:

• Service correction or improvement
• Compensation for damages (where applicable)
• Account restoration or data correction
• Policy clarification or improvement

Response Timeframes

We are committed to the following response times:

• Complaint acknowledgment: Within 48 hours
• Initial response: Within 7 days
• Final resolution: Within 14 days
• Complex cases: Up to 30 days with regular updates

Governing Law

This redress policy is governed by the laws of Cyprus and applicable EU consumer protection regulations, including but not limited to the Consumer Rights Directive (2011/83/EU) and the Alternative Dispute Resolution Directive (2013/11/EU).