Dispute Resolution
We are committed to resolving disputes fairly and efficiently. Learn about our internal resolution process, EU ODR, and mediation options.
Last updated: February 19, 2026
Direct Resolution
Most issues resolved within 24-48 hours
EU ODR Available
Access to EU Online Dispute Resolution platform
Mediation Offered
Voluntary mediation before formal proceedings
Consumer Rights
Your statutory rights are always protected
1. Internal Resolution
Step 1: Contact Support
We always encourage resolving issues directly. Contact our support team at support@apidly.com with a description of your concern. Most issues are resolved within 24-48 hours during business days.
Step 2: Escalation
If you are not satisfied with the initial response, you can escalate to our billing team at billing@apidly.com or our legal team at legal@apidly.com. Escalated issues are reviewed by senior staff within 5 business days.
Step 3: Management Review
If the escalation does not resolve your concern, you may request a management review. We will provide a written response within 15 business days detailing our final position and the reasoning behind it.
2. EU Online Dispute Resolution
ODR Platform
For EU consumers, the European Commission provides an Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/. This platform allows you to submit a dispute online and find an alternative dispute resolution body to handle it.
Our Commitment
We are committed to engaging in good faith with any dispute resolution process initiated through the ODR platform. Our email for ODR correspondence is legal@apidly.com.
3. Mediation
Voluntary Mediation
Before commencing formal legal proceedings, we encourage mediation as a cost-effective and timely way to resolve disputes. We are willing to participate in mediation through an accredited mediation service.
UK Mediation Services
In the UK, mediation services are available through the Centre for Effective Dispute Resolution (CEDR) or other accredited providers. Mediation costs are typically shared between parties unless otherwise agreed.
4. Chargebacks
Contact Us First
We strongly encourage you to contact billing@apidly.com before initiating a chargeback with your bank or credit card company. We can typically resolve billing issues more quickly than the chargeback process, which can take 60-90 days.
Chargeback Consequences
Filing a chargeback without first contacting us may result in: temporary account suspension during investigation, loss of ability to process a direct refund, and potential account termination for repeated unresolved chargebacks.
Legitimate Disputes
We acknowledge your right to dispute charges through your payment provider. If you believe a charge is unauthorised or fraudulent, a chargeback is appropriate and will not result in penalties. Please also notify our security team for investigation.
5. Governing Law & Jurisdiction
Applicable Law
All disputes are governed by the laws of England and Wales. This choice of law does not deprive you of the protection afforded by mandatory provisions of the law of your country of residence.
Jurisdiction
Subject to mandatory consumer protection laws, disputes shall be submitted to the courts of England and Wales. EU consumers may bring proceedings in their country of residence.
Consumer Rights
Nothing in this dispute resolution policy affects your statutory consumer rights. EU and UK consumers retain all rights under applicable consumer protection legislation, including the right to pursue claims in their local courts.
Start by contacting our support team. We resolve most issues quickly and fairly.
Support: support@apidly.com
Legal: legal@apidly.com