Complaints Policy

How to complain

Email support@editor-v.com, or call +972 50-585-7733 Sunday to Thursday, 9:00–18:00 Israel time. A complaint by phone is written down and handled on the same timetable as one by email, and you will get the written version back so you can check we understood it.

It helps if you can tell us:

• What happened, and what you expected instead
• The email address on your account, and the date of any payment
• What you would like us to do about it

You do not need any of that to complain. Send what you have and we will ask for the rest.

How long we take

• A reply — two business days. A real reply from a person confirming we have it, not an autoresponder.
• A substantive answer — five business days. What we think happened, and what we are going to do.
• Resolution — ten business days.

If any of those is going to take longer, we will tell you before the time is up, say why, and give you a new date. What we will not do is let a deadline pass in silence.

Business days here are Sunday to Thursday, which is the Israeli working week. A complaint sent on a Friday starts counting on Sunday.

What we will do

If we got it wrong we will say so plainly and put it right — a refund, a fix, a credit, or whatever actually resolves it. If we do not think we got it wrong, we will tell you that and explain why, rather than letting the thread go quiet. Either way you get an answer you can act on.

If our answer is not good enough

You are not stuck with our decision. There are two routes above us, and both are genuinely independent of us:

• Paddle. Subscriptions are sold by Paddle.com Market Ltd as merchant of record — they are the seller on your invoice, which means your contract for the payment is with them and their complaints process applies to it. You can raise it with them directly at paddle.com/help, whatever we have said.
• Your bank or card issuer. For anything about a charge you can ask them to reverse it. We would rather you came to us first, but nothing here asks you to give that up or to wait for us before you use it.

We are an Israeli sole trader and there is no trade ombudsman covering software sales here. We would rather say that than point you at a body that will not take your case. If you are in Israel, the Consumer Protection and Fair Trade Authority regulates sellers like us. If you are in the EU or UK, your national consumer protection body can advise you, and your statutory rights apply in full — see the refund policy, which does not limit them.

Who handles your complaint

It comes to me — Vladislav Briker, who built Editor V. I read every complaint myself and answer it myself, and you will hear back from me within two business days.

If we got it wrong, I will put it right: a fix, a credit, or a refund under the refund policy. If I do not think we got it wrong, I will tell you that plainly and explain why, rather than letting your email go quiet. Either way the answer comes from a person who can act on it, and you will never be passed between people or asked to repeat yourself.

Nothing here limits the rights your local consumer law already gives you.