Customer Care Policy

Overview
This Complaints Policy outlines how you can submit a complaint regarding any aspect of The Boovy LLC, including our products, services, staff, or the handling of your complaint. It also explains how we address complaints and the steps you can take if you are not satisfied with our response or handling of the matter. At The Boovy LLC, we are committed to treating you with respect and kindly ask that you extend the same courtesy to our staff. This policy was last updated on April 1, 2025.

What Constitutes a Complaint
A complaint is any expression of dissatisfaction directed towards The Boovy LLC, its products, services, staff, or the handling of a previous complaint, where a response, resolution, or remedy is expected or legally required.

How to File a Complaint
To file a complaint, you can contact us in the following ways:

  • Online: Use the Contact Us page on our website.
  • By Mail: The Boovy LLC, 1234 Commerce Drive, Suite 100, Austin, TX 78701, USA.

When submitting your complaint, please provide the following details:

  • Your full name
  • Your preferred method of communication and how we can contact you (e.g., email or phone)
  • Any specific assistance you may need
  • The outcome you are seeking

Assistance with Filing a Complaint
If you need help submitting or managing your complaint, you are welcome to designate someone (such as a friend or relative) to act on your behalf. Please ensure that we have your written permission to discuss the matter with your appointed representative.

How We Handle Complaints

  • Acknowledgement: We will acknowledge your complaint promptly, within 24 hours of receipt. We will use the same communication method you used to contact us, unless you have specified another preference.
  • Investigation: If we are unable to resolve your complaint immediately, we will investigate the issue and may contact you for additional information.
  • Resolution: We aim to resolve your complaint within 30 days, unless the matter is complex or there are unforeseen circumstances beyond our control. In such cases, we will notify you of any delays and provide an explanation.

If we determine that your complaint is not valid, our response will clearly outline the reasons for our decision and the findings based on the relevant facts.

Requesting Updates
You are welcome to inquire about the status of your complaint at any time by reaching out to us via support@theboovy.com.

Options for Redress
We offer several potential remedies for complaints, including:

  • An apology and explanation
  • A refund or waiver of fees
  • A goodwill payment or compensation
  • Replacement of damaged or lost items
  • Modification of contract terms
  • Ceasing any harmful actions or processes

Escalating a Complaint
If you are not satisfied with how we have handled your complaint, or if our resolution does not meet your expectations, you may escalate your complaint to the Federal Trade Commission (FTC) for further review.

Contacting the FTC
To contact the FTC, you can reach them in the following ways:

  • By Phone: 1-877-382-4357
  • By Mail: Federal Trade Commission, 600 Pennsylvania Avenue NW, Washington, DC 20580, USA
  • Online: www.ftc.gov