Contact and Complaints
How to raise a problem and what to expect.
Contact channels
Support: billing@pactilo.eu. Legal: billing@pactilo.eu. Violations and abuse: billing@pactilo.eu. Contact is available electronically or in writing at the registered address.
Written complaint
You can send a complaint by post to: ul. Wronia 25, 98-355 Działoszyn, Polska. Describe the problem, identify the account or assignment, and state the outcome you expect.
Response time
We handle complaints within: 14 dni od otrzymania zgłoszenia. If we need more time we tell you why.
Appealing a moderation decision
You can appeal a decision to hide content or restrict an account by replying to the decision message or writing to billing@pactilo.eu. Appeals are reviewed by someone other than the original decision-maker.
Out-of-court dispute resolution
Consumers may use out-of-court complaint and redress procedures. Competent bodies and procedures: właściwy miejscowo miejski lub powiatowy rzecznik konsumentów oraz podmioty wpisane do rejestru UOKiK prowadzące postępowania ADR.
Payment complaints and refunds
Complaints about a payment or a paid PACTILO service can be sent to billing@pactilo.eu or in writing to ul. Wronia 25, 98-355 Działoszyn, Polska, quoting the order identifier. We handle them within 14 days of receipt. Refunds are issued through PayU S.A. using the original payment method. Complaints about the services of independent providers are handled only as far as platform functions go — performance of the service is the provider's responsibility.
Version 1.0 · updated 2026-08-26