We want every issue to be put right. This Internal Complaints Procedure explains how to raise a complaint, what you can expect from us, and how to escalate it — including to our parent company — if you remain dissatisfied. Using this procedure is free and does not affect your statutory rights or the remedies in our Terms of Service and Service Level Agreement.
1. Before you make a formal complaint
Most issues are resolved fastest through ordinary support. Depending on the topic, please reach the right team first: technical or service issues to support@melonslab.com, billing and refunds to billing@melonslab.com, and privacy or data-protection matters to compliance@melonslab.com.
If that contact does not resolve things to your satisfaction, you can raise a formal complaint using the stages below.
2. Stage 1 — Raising a formal complaint
Send your complaint to support@melonslab.com with the word "Complaint" in the subject line. Please include your account details, a clear description of what went wrong, any relevant dates and evidence, and the outcome you are looking for.
We will acknowledge your complaint within two (2) business days and aim to give you a full, written response within fourteen (14) calendar days. If we need longer — for example because a matter is complex — we will tell you why and give you a revised timeframe.
3. Stage 2 — Escalation within Melonslab
If you are not satisfied with the Stage 1 outcome, you may ask for the matter to be reviewed by our management and legal team at compliance@melonslab.com. Please reference your original complaint and explain why you believe it was not resolved.
A reviewer not involved in the original decision will look at your complaint afresh and respond within fourteen (14) calendar days.
4. Stage 3 — Escalation to Hypefox AB
Melonslab is a trade name of Hypefox AB, our parent company. If your complaint is still unresolved after Stage 2, you may escalate it to Hypefox AB for an independent internal review.
Write to Hypefox AB at contact@hypefox.net, marking your message for the attention of the complaints handler. Hypefox AB (org.nr 559570-6416) is registered in Malmö, Sweden. Hypefox will review how your complaint was handled and confirm its final position in writing.
5. External dispute resolution
If we cannot resolve your complaint between us, consumers in Sweden may refer the dispute, free of charge, to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) at arn.se. If you bought online, you may also use the EU Online Dispute Resolution platform. We will tell you whether we agree to take part in ARN proceedings in a given case.
Complaints specifically about how we handle personal data can be made to the Swedish Authority for Privacy Protection (Integritetsskyddsmyndigheten, IMY) at imy.se. See our Privacy Policy for more on your data-protection rights.
6. Please do not use chargebacks
This procedure exists so that genuine problems are heard and resolved fairly. Please use it rather than initiating a chargeback or payment dispute, which — as set out in our Refund Policy — we treat as fraudulent when a fair channel was available to you.
7. Contact summary
Service and general complaints: support@melonslab.com. Billing and refunds: billing@melonslab.com. Escalation and legal: compliance@melonslab.com. Parent company (final internal stage): contact@hypefox.net.