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If you noticed an unknown charge on your bank statement from Crown Time, please contact us at support@crowntimesrl.com

Please include your name and client number and we will revert to you with information about the transaction.

Falls Sie eine unbekannte Abbuchung von Crown Time auf Ihrem Kontoauszug bemerkt haben, kontaktieren Sie uns bitte unter support@crowntimesrl.com

Geben Sie dabei bitte Ihren Namen und Ihre Kundennummer an. Wir werden Ihnen dann umgehend Informationen zu der Transaktion zukommen lassen.

Dispute Resolution

Last updated: December 2024

Crown Time SRL ("we", "us", "our") is committed to providing excellent service and resolving any concerns promptly and fairly. This Dispute Resolution Policy outlines the process for addressing complaints and disputes.

1. Our Commitment

We take all client concerns seriously and are committed to resolving disputes in a fair, transparent, and timely manner. Our goal is to understand your concerns and work together to find a satisfactory resolution.

2. Step 1: Direct Communication

If you have a concern about our services, we encourage you to first contact us directly. Many issues can be resolved quickly through open communication. Please reach out to:

Please provide details of the issue, relevant dates, and your desired resolution. We will acknowledge receipt of your complaint within 2 business days.

3. Step 2: Formal Complaint

If direct communication does not resolve your concern, you may submit a formal written complaint. Please include:

  • Your full name and contact information
  • A detailed description of the dispute
  • Copies of relevant documents or communications
  • Previous attempts to resolve the issue
  • Your proposed resolution

Send formal complaints to:
Crown Time SRL
Strada Vasile Alecsandri 3, Et. 2, Ap. 8
300078 Timisoara, Judetul Timis
Romania

4. Step 3: Internal Review

Upon receiving a formal complaint, we will:

  • Acknowledge receipt within 5 business days
  • Assign a senior team member to review the case
  • Conduct a thorough investigation
  • Provide a written response within 30 business days

If additional time is needed for investigation, we will notify you of the expected timeline.

5. Step 4: Mediation

If you are not satisfied with our internal review decision, either party may propose mediation through a mutually agreed independent mediator. Mediation costs will be shared equally unless otherwise agreed. This step is voluntary for both parties.

6. Step 5: Legal Remedies

If the dispute cannot be resolved through the above steps, you retain the right to pursue legal remedies. Per our Terms of Service, disputes are governed by Romanian law and subject to the jurisdiction of Romanian courts.

7. Consumer Protection

For consumers in the European Union, you may also have access to the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. This platform provides an alternative avenue for resolving disputes without going to court.

8. Contact

For any questions about this Dispute Resolution Policy, please contact us at contact@crowntime.ro or visit our contact page.