If we have got something wrong
Tell us. We would rather hear it than have you leave quietly, and most things are fixable once somebody knows.
How to complain
Contact us, or email support@gyftup.com. Put the word complaint in the message so it is not treated as an ordinary question.
It helps if you include the order reference, what happened, when, and what you would like us to do about it. You do not need to use any particular form of words, and you do not need to know which policy applies.
What happens next
- We acknowledge it so you know it arrived and is not sitting unread.
- We look into it. That means reading the records, the messages and the payment history, and asking the other people involved where the complaint concerns them.
- We give you an outcome in writing, with the reason for it, whether or not it goes your way.
- If you are not satisfied, say so and we will review it again. Where we can manage it, someone who was not involved in the first decision does the review.
We are a small team and we will not publish a response time we cannot keep. What we will do is tell you where your complaint has got to if it is taking longer than you expected. Complaints about someone's safety, or about a child, are looked at before anything else.
Complaints about money
If your complaint is about a payment, a refund or a payout, tell us before contacting your bank. We can usually see exactly what happened and put it right faster than a chargeback, which can take months. Raising one does not stop us investigating, and it does not remove your rights.
Complaints about another user or a venue
We can act on accounts, listings and content, and we do. What we cannot do is compel a venue to refund you or resolve a dispute that is really between you and them, because we are not a party to that contract. We will look at the evidence and reach a good-faith decision, and we will act on the account where the behaviour warrants it.
Complaints about how we handled your data
Come to us first, using the routes in our Privacy Notice. If you are not satisfied with our answer, you have the right to complain to the Information Commissioner's Office at ico.org.uk, or to your own national data protection authority if you are outside the UK. You can go to them directly, and you do not have to come to us first.
Taking it further
Nothing here affects your right to take your own legal action, to approach a consumer advice service, or to complain to a regulator. UK consumers can get free independent advice from Citizens Advice.
We are not currently a member of an alternative dispute resolution scheme. If that changes we will say so here and tell you how to use it.
What we do with complaints
We keep a record of what was complained about and what we decided, so we can see when the same thing keeps happening and fix the cause rather than the instance. Retention periods are in our Privacy Notice.
See also our Refund and Cancellation Policy, Community Standards and Appeals, and Terms of Service.