Complaints

1. Submit a complaint

The fastest way is the support form with the reason Complaint. It reaches the same inbox as an e-mail to office@mouseplayer.com, but it already carries your account, if you are signed in, and the address of the page you send it from – on a project page, therefore, the project as well. Both channels are equivalent; a complaint made by e-mail is treated exactly like one made through the form.

Submit a complaint

To resolve it at the first attempt, please include:

• the e-mail address of your MousePlayer account and, where relevant, the workspace or project name;
• what happened, when, and what you expected instead - with dates, times and, if you have them, session or invoice numbers;
• what you would consider a fair outcome (correction, credit, refund, termination).

2. What happens next

1. Acknowledgement. We confirm receipt by e-mail to the address you gave, as a rule within two business days. We do not issue a separate reference number; for any follow-up it is enough to reply to that e-mail.
2. Examination. We look at the logs, invoices and the history of your account. If we need more information from you, we ask once and in full.
3. Answer within 14 days. You receive a substantive answer within 14 days of receipt of the complaint. If you are a consumer, that deadline is statutory: if we do not answer within 14 days, your complaint is deemed to have been accepted (art. 7a of the Polish Consumer Rights Act; clause 32.7 of the Terms of Service). An interim message does not extend it. If you are a business customer, the same deadline is our own commitment; if we cannot meet it — for example because a payment provider has not answered yet — we tell you before it expires, with the reason and the new date.
4. Remedy. Depending on the case: correction of the defect, a credit note or refund under the Terms of Service, or, where there is good cause, termination without notice (clause 9.3). As a consumer you additionally have the statutory rights for lack of conformity under clause 32.3.
5. Escalation. If you disagree with the answer, reply to it. The case is then reviewed by the owner of the company, who as a rule gives a final answer within a further 14 days; the statutory deadline for consumers is not affected.

3. Particular kinds of complaint

Invoices and payments

Payments are processed by Stripe. A wrong amount, a double charge or a missing invoice is corrected by us directly; you do not need to contact Stripe. Please do not initiate a chargeback before we have answered - a chargeback procedure with the payment provider usually takes longer than a refund from us.

Availability and defects

Outages are visible on the status page. For a defect, a description of the steps to reproduce it and the browser used shortens the examination considerably.

Data protection

Complaints about the processing of personal data - your own or those of your visitors - are handled with priority under the Privacy Policy. Independently of this procedure you may lodge a complaint with a supervisory authority, in particular with the President of the Personal Data Protection Office in Poland (uodo.gov.pl) or with the authority of your habitual residence. Website visitors find their own route under Access and Erasure.

Content and abuse

Reports about abuse of the service by a customer follow the abuse and fraud protection procedure.

4. Disputes and jurisdiction

MousePlayer is open to businesses and to consumers (clause 1.3 of the Terms of Service). Which routes are open to you depends on the capacity in which you ordered.

For consumers

If you do not agree with our answer, out-of-court routes are open to you:

• the Voivodeship Inspector of the Trade Inspection (Wojewódzki Inspektor Inspekcji Handlowej) — mediation under art. 36 of the Polish Trade Inspection Act and the permanent arbitration court under art. 37;
• the municipal or district consumer ombudsman (miejski or powiatowy rzecznik konsumentów) for your place of residence — free advice and assistance;
• the register of authorised bodies and further information is kept by the Office of Competition and Consumer Protection (uokik.gov.pl).

We are not bound by any code of conduct or by any consumer dispute resolution body and are under no obligation to take part; we consider it in each individual case and do not refuse it as a matter of principle (art. 12(1)(21) of the Polish Consumer Rights Act). As a consumer you may sue us at your place of residence; the jurisdiction agreement in clause 30.2 of the Terms does not apply to you (clause 32.10). Your right of withdrawal is set out in the withdrawal notice; clause 32 states which further provisions apply differently to you.

For business customers

The consumer routes above are not open to business customers. The courts having jurisdiction are stated in clause 30.2 of the Terms of Service.

Where mandatory law nevertheless grants a business customer the protection of a consumer, or the protection given to a natural person running a sole proprietorship who concludes a contract outside their professional specialisation (art. 385⁵ of the Polish Civil Code), those rights remain unaffected — including the right to use the institutions provided for them.

What applies to both

The European Online Dispute Resolution platform (ODR) ceased operation on 20 July 2025 and is no longer available to anyone.

5. Responsible party

LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, office@mouseplayer.com. Complaints are stored for the retention period stated in the Privacy Policy and are used only for their handling, as proof of that handling and for establishing, exercising or defending legal claims. To handle them, a language model running on our own machines may translate your message and prepare a draft reply; every reply is reviewed and sent by a person.