Support Policy

Effective date: [Effective date]

Draft — not legal advice. This is a working draft for a service still in setup. It must be reviewed and finalized by qualified legal counsel in each operating jurisdiction before Giolinko accepts members or moves any funds. Items in [brackets] are placeholders.

We want Giolinko to be easy to use and easy to get help with. This policy explains how to reach us, what we support, and what to expect.

1. How to get help

Email: [support@giolinko.com] — the fastest way to reach us for any question.
[Help center / FAQ link — coming soon.]
Please include your account email and, where relevant, screenshots and the steps to reproduce an issue.

2. Hours & response times

Support is available [Monday–Friday, business hours, timezone]. We aim to respond within [1–2 business days]. These are targets, not guarantees, and response times may be longer during high-volume periods or around weekly cycle closes.

3. What we can help with

Account & sign-in — email/Google sign-in, magic links, and access issues.
Membership & billing — activating, updating payment, invoices, and cancellation.
Businesses & applications — creating, editing, and submitting your business.
Voting & cycles — how cycles work and how to cast your vote.
Grants & payouts — payout setup, verification (KYC via Stripe), and status.
Technical issues — bugs, errors, and unexpected behavior.

4. Billing & cancellation

You can cancel your membership anytime from Settings → Billing — cancellation is as easy as signing up and stops future renewals. For billing questions or a charge you don’t recognize, email [support@giolinko.com]. Refund handling is described in our Terms & Conditions.

5. Verification & payout support

Grant payouts and identity verification are handled through Stripe Connect. If your verification is pending or needs more information, Stripe will guide you through the steps; we can help you understand where you are in the process, but we cannot bypass required checks.

6. What’s outside support

Guaranteeing that a business will be shortlisted, receive votes, or receive a grant.
Legal, tax, financial, or investment advice — please consult your own advisor.
Changing the outcome of a completed vote or cycle, except to correct verified errors or abuse.

7. Reporting problems & complaints

To report a bug, suspected fraud or vote manipulation, or a policy concern, email [support@giolinko.com] with details. To raise a formal complaint, mark your message “Complaint” and we will acknowledge it within [5 business days] and work toward a resolution. [Insert any regulator/ombudsman details required in your jurisdiction.]

8. Accessibility

We want the Service to be usable by everyone. If you encounter an accessibility barrier, tell us at [support@giolinko.com] and we will do our best to help and to fix it.

9. Contact

[support@giolinko.com] · [Legal Entity Name], [registered address].

← Back to Giolinko