Consumer Rights & Complaints Policy

1. Introduction

1.1 Purpose of this Policy

This Consumer Rights and Complaints Policy explains the rights of Privi Members when using the Membership service.

Privi is committed to dealing with any concerns raised by Members fairly, consistently and promptly while respecting the legal rights of Members under applicable consumer protection legislation.

This Policy should be read alongside the Privi Terms & Conditions, Cancellation and Refund Policy and all other applicable Privi policies.

1.2 Scope

This Policy applies to:

• all Privi Members;
• prospective Members making enquiries regarding the Membership service;
• concerns relating to the operation of the Privi Platform.

Concerns relating to goods or services supplied by participating Businesses remain the responsibility of the relevant Business, although Privi may review such matters where they relate to a Business's continued participation on the Platform.

2. Our Commitment

Privi aims to:

• provide a reliable Membership service;
• communicate clearly and honestly;
• treat Members fairly and respectfully;
• investigate concerns objectively;
• resolve issues as efficiently as reasonably possible;
• learn from feedback to improve the Membership service.

3. Your Consumer Rights

Nothing contained within any Privi policy limits or excludes statutory rights that cannot legally be excluded under applicable consumer protection legislation.

Members remain entitled to all legal rights available under applicable law.

4. Types of Concerns Privi Can Review

Privi can review matters relating to:

• Membership subscriptions;
• account access;
• billing issues;
• technical problems;
• website or app functionality;
• administrative errors;
• concerns regarding the operation of the Platform.

5. Business-Related Matters

Where a concern relates to:

• the quality of food or drink;
• products purchased;
• services received;
• appointments;
• delivery of goods;
• pricing charged by a Business;
• refunds for goods or services;
• customer service provided by a Business,

the Member should first contact the Business directly.

This is because the contract for those goods or services exists between the Member and the Business.

Where appropriate, Privi may consider such matters when reviewing whether a Business should remain on the Platform.

6. Possible Outcomes

Where Privi reviews a matter, it may, where appropriate:

• provide an explanation;
• correct inaccurate information;
• resolve a technical issue;
• apologise for an error;
• amend administrative records;
• approve a refund where justified under the Cancellation and Refund Policy;
• take action regarding a participating Business;
• take action regarding a Member who has breached Privi policies.

Each matter will be considered on its individual circumstances.

7. Concerns About Businesses

Where repeated or serious concerns are raised regarding a participating Business, Privi may:

• contact the Business for further information;
• investigate the circumstances;
• request corrective action;
• temporarily suspend an offer;
• remove an offer;
• suspend or terminate the Business's participation on the Platform.

Privi is not obliged to disclose the outcome of any action taken against a Business.

8. Concerns Raised in Bad Faith

Privi expects any concerns raised to be made honestly and in good faith.

Knowingly submitting false information, malicious allegations, fabricated evidence, or repeated vexatious reports may result in action being taken under the Privi Terms & Conditions and Acceptable Use Policy.

9. Continuous Improvement

Privi values constructive feedback.

Information gathered may be used to:

• improve the Membership service;
• improve Platform functionality;
• strengthen operational procedures;
• improve Business standards;
• enhance the Member experience.

Personal information will be processed in accordance with the Privacy Policy.

10. Alternative Resolution

Nothing in this Policy prevents a Member from exercising any legal rights available under applicable law, including referring a matter to the relevant statutory ombudsman or dispute resolution scheme where one applies.

11. Changes to this Policy

Privi may amend this Consumer Rights and Complaints Policy from time to time to reflect:

• changes in legislation;
• operational improvements;
• developments to the Membership service;
• changes to how matters are reviewed.

The latest version will always be published on the official Privi website.