Complaints Procedure
Last updated: April 2025
Our Commitment
JungleVault takes all complaints seriously. We aim to resolve every complaint fairly and quickly. If you are dissatisfied with any aspect of our service — a product, a delivery, a refund, or our conduct — please follow the procedure below.
Step 1 — Contact Us Directly
Before escalating, please contact our support team first. Most issues are resolved at this stage.
Please include: your order number, a description of the issue, and what resolution you are seeking. We will acknowledge your complaint within 2 business days and provide a substantive response within 14 days.
Step 2 — Formal Escalation
If you are not satisfied with our response after 14 days, or if we are unable to reach an agreement, you may escalate to the following bodies:
ACM — Autoriteit Consument & Markt
The Dutch Authority for Consumers and Markets (ACM) oversees consumer rights and market fairness in the Netherlands.
Website: www.acm.nl · ConsuWijzer: www.consuwijzer.nl
EU Online Dispute Resolution (ODR) Platform
The European Commission provides an Online Dispute Resolution platform for consumers in EU member states. You can submit your complaint via:
https://ec.europa.eu/consumers/odrOur email address for ODR purposes: support@junglevault.nl
Response Timeline Summary
| Stage | Timeline |
|---|---|
| Acknowledgement | Within 2 business days |
| Substantive response | Within 14 days |
| Final resolution attempt | Within 30 days |
| Escalation to ACM / ODR | After 30 days or unresolved dispute |
Applicable Law
All disputes are governed by Dutch law. The competent court is the District Court of Amsterdam (Rechtbank Amsterdam), without prejudice to your right to use the ODR platform or any other available ADR mechanism.