Refund and Complaint Policy

1. Purpose

This policy defines the conditions for refunds and the handling of complaints related to services offered on the Cask.Directory platform.

2. Nature of Services

Cask.Directory provides a B2B directory and matchmaking service between professionals in the spirits sector. The company does not act as a seller and does not collect any payment related to commercial transactions between buyers and sellers.

3. Refund Policy

3.1. Subscription Services

- Subscriptions (e.g., featured listings, premium functionalities) are due for the subscribed period and are non-refundable, except in the case of a proven technical error preventing service use.

- Refund requests must be sent via email to contact@cask.directory within 14 days of billing.

- If the request is accepted, the refund will be issued to the original payment method within 14 days of approval.

3.2. Transactions Between Users

As Cask.Directory acts solely as a technical service provider, no refund request related to commercial transactions between buyers and sellers will be handled by Cask.Directory. Users must contact the other party directly in accordance with their mutually agreed terms.

4. Complaints

Any complaint regarding the use of the platform (technical bug, access issue, non-functional feature) must be sent to contact@cask.directory with the following information:

- Name and company

- Login email

- Precise description of the issue encountered

- Date and time of the issue

An acknowledgment will be sent within 48 business hours, and a response provided within 5 business days.

5. Policy Changes

Cask.Directory reserves the right to modify this policy at any time. The applicable version is the one published on the website at the date of the claim or refund request.