Complaints and Disputes

If something has gone wrong, tell us first and tell us early. Most complaints in this category come from an expectation that was never written down, and those are fixable in a conversation.

How to complain

• Send it on the channel we are already using with you, or to the desk by email at sales@goldlabelmedia.net.
• Include your case reference, what you expected, what happened instead, and what you want done about it.
• We acknowledge complaints within three business days and give a substantive written response within fifteen business days. Where a matter needs longer, we tell you why and give you a date.

Escalation before proceedings

If our response does not resolve it, both sides agree to attempt to resolve the dispute in good faith through direct discussion for at least thirty days before starting any formal proceedings. This does not stop either side from seeking urgent injunctive relief, and it does not apply where a limitation period is about to expire.

Formal resolution

Where a dispute cannot be resolved, it is governed by the laws of the State of Florida, United States, without regard to its conflict of laws rules and dealt with by the courts or, where the engagement letter says so, the arbitral forum named in that letter. Where you deal with us as a consumer, you keep the benefit of any mandatory protections and any right to bring a claim in the courts of the country where you live.

Nothing in this policy prevents you from reporting a concern to a regulator, a platform, or law enforcement at any time, and we will not ask you to agree to anything that does.