Complaints

How to submit a complaint about Answely, what happens next and which time limits apply. We provide this procedure pursuant to Art. 8 of the Polish Act on the Provision of Services by Electronic Means (clause 28 of the Terms of Use). A complaint is not a precondition for pursuing a claim in court.

1. Submitting a complaint

There are two equivalent routes:

• Support form in the account with the word "Complaint" in the message; "Billing" or "Something is broken" usually fits as the topic. It already fills in your account and sends along the page you are on – if you send it from the page of a website, that website is thereby identified as well.
• Email to support@answely.com, preferably from the email address of your account.

We treat a complaint by email in exactly the same way as one submitted via the form. By post, you can reach us at LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland.
So that we can resolve it at the first attempt, please state:

• the email address of your Answely account and, where relevant, the website concerned (domain);
• what happened, when, and what you expected instead – with date, time (if possible with time zone) and, if available, invoice number;
• in the case of an incorrect or missing answer, the exact question as it was entered into the box, and the page on which this happened;
• what you consider an appropriate outcome – for example a fix, a credit of answers, correction of an invoice, a refund or termination.

Please do not send us passwords, push tokens or payment details. You may attach a screenshot; please redact any information about other persons on it.

2. What happens next

• Acknowledgement of receipt. Via the support form you immediately receive an automatic acknowledgement of receipt by email containing your message; it is not yet the reply. We normally acknowledge a complaint sent by email within two working days. We do not assign a case number.
• Review. We look at the website's settings, the status of the index, index runs, the monthly quota display, invoices and technical logs. We can only trace questions and answers from the box to the extent that they are stored – if "Allow answer cache" is switched off, they are not stored. With the answer diagnostics in the account, you can ask a question again and see which sections were found; please then send us the question and what you noticed. For support purposes we see your account read-only and do not put questions to your box. If we need further information, we ask once and comprehensively.
• Reply within 14 days. You will receive a substantive reply in text form within 14 days of receipt of the complaint. If you are a consumer, this time limit is statutory: if we do not reply within 14 days, your complaint is deemed accepted (Art. 7a of the Polish Consumer Rights Act); an interim message does not extend it. If you are a business, the same time limit is our own commitment; if we cannot meet it – for example because Stripe has not yet replied – we will tell you before it expires, with the reason and a new date. If a complaint is incomplete, we ask for the missing information; for businesses, the time limit then runs from its receipt.
• Remedy. Depending on the case: fixing the error, a credit of answers for the website concerned, correction or credit of an invoice, a refund under the Terms of Use or termination without notice. In the event of non-conformity, consumers additionally have the statutory rights under clause 32.3 of the Terms of Use.
• Escalation. If you do not agree with the reply, respond to it. The case will then be reviewed personally by the owner of the business, Lukas Wójcik, who will give a final reply within a further 14 days.

3. Specific types of complaints

Invoices and payments

Payments and invoices are handled for us by Stripe. We correct an incorrect amount, a double charge, incorrect VAT or a missing invoice directly; you do not need to contact Stripe. We ask businesses to raise objections to an invoice within 30 days of the invoice date (clause 9.7 of the Terms of Use). Please do not initiate a chargeback before we have replied – it takes longer than a refund from us.

If the reverse-charge procedure is missing from an invoice to a business in another EU country, please first check in the settings whether your VAT ID has been entered and confirmed by VIES. Subsequent confirmation only takes effect for future invoices; for invoices already issued, we consider a correction on a case-by-case basis.

Quotas and add-on packages

Every delivered answer with text is counted – not the message "no substantiated answer", no errors and no rejected requests (clause 8.2 of the Terms of Use). If you believe the count is wrong, tell us the website and month. We credit a paid add-on package that was not credited after review; with SEPA direct debit, the credit is only applied after the payment has been confirmed. If we demonstrably count incorrectly, we credit the difference as answers or refund pro rata.

Incorrect or missing answers

An incorrect answer usually has its cause in the sources: outdated pages, contradictory information, content that exists only in images, or excluded pages. In addition, answers can be erroneous even with good sources; this is a characteristic of the technology (clause 17.4 of the Terms of Use) and is not in itself a defect. We help you find the cause and propose a remedy – for example correcting a source, an exclusion, a test question or an editorial answer. If the cause lies with us – for example an index that is not created even though the website is reachable, or a box that does not appear – we fix it.

If an answer reproduces content that should not be public, please remove the source from your website immediately or exclude it and trigger a new index run; if necessary, switch off "Allow answer cache". We will support you with priority.

Availability, domain verification and index

In the event of a malfunction, the domain of the website, the time, the browser used and a description of the steps to reproduce it considerably shorten the review. If the box of a website has been switched off, please check in the account whether domain verification has been lost, the quota has been reached or the website exceeds the limits of your plan; the reason is stated there.

Withdrawal

As a consumer, you do not declare withdrawal from a contract as a complaint, but as described in the withdrawal notice. If a refund following a withdrawal has not reached you within 14 days, please complain here.

Data protection

We handle complaints about the processing of your personal data as a customer primarily in accordance with 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 (UODO), ul. Stawki 2, 00-193 Warszawa, Poland (uodo.gov.pl), or with the authority of your habitual residence.

For visitors to a website using Answely

If you asked a question on the website of one of our customers and received an incorrect or offensive answer or one concerning you, please contact the operator of that website first: they are responsible for the content and for the processing of your data, and only they can change the source. If you write to us, we will forward your concern to them. Information on your data protection rights can be found on the page Access and deletion.

Abuse and illegal content

Reports that Answely is being used unlawfully – for example on a third-party website without authorisation or with a concealed AI notice – follow the procedure under Report abuse.

4. Disputes and place of jurisdiction

Answely is open to businesses and consumers (clause 1.3 of the Terms of Use). The routes available to you depend on the capacity in which you placed your order.

For consumers

If you do not agree with our reply, you may contact the following bodies independently of us:

• the Voivodeship Inspector of Trade Inspection (Wojewódzki Inspektor Inspekcji Handlowej) – mediation under Art. 36 of the Polish Act on Trade Inspection and the permanent consumer arbitration court under Art. 37;
• the municipal or district consumer ombudsman (miejski or powiatowy rzecznik konsumentów) at your place of residence – free advice and assistance;
• the European Consumer Centre of your country, if you live in another EU Member State;
• the register of authorised bodies and further information from the Office of Competition and Consumer Protection (uokik.gov.pl).

We are not bound by any code of conduct. We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board (information pursuant to Art. 12(1)(21) of the Polish Consumer Rights Act). Mediation and arbitration require the participation of both parties; you can nevertheless make use of advice and assistance from the consumer ombudsman or the Trade Inspection at any time. As a consumer, you may sue us at your place of residence; the choice-of-court agreement in clause 30.2 of the Terms of Use does not apply to you (clause 32.10). Your right of withdrawal is described in the withdrawal notice; clause 32 states which further provisions differ in your case.

For businesses

The consumer routes mentioned above are not available to businesses. The courts under clause 30.2 of the Terms of Use have jurisdiction. If mandatory law nevertheless grants a business the protection of a consumer – for example a natural person running a sole proprietorship who concludes a contract outside their professional specialisation (Art. 385⁵ of the Polish Civil Code) – these rights remain unaffected, including the right to use the bodies provided for that purpose.

What applies to both

The European Online Dispute Resolution Platform (ODR platform) ceased operation on 20.07.2025 and is no longer available to anyone.

5. Controller

LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, VAT ID PL7252266190, support@answely.com.

We use complaints only for handling them and for defending against claims. A complaint submitted via the support form is a support enquiry: we delete it 1095 days after the last reply to it, or, if it has not been answered, 1095 days after its receipt (section 3.6 of the Privacy Policy).

Related documents: Terms of Use, Right of withdrawal, Privacy Policy, Imprint.

Version 1.0 – as of 18.10.2026