Complaints Policy
Last updated 12 May 2026
1. Introduction
Manifest Chess (operated by MB Ordinary Ventures, "we", "us") always strives to provide the best possible service. It is important to us that you let us know if something has gone wrong, so we can deal with it fairly and quickly.
This policy sets out how you can raise a complaint with us, and how we will handle it once we receive it.
2. Making a complaint
You can submit a complaint by emailing us at hello@manifestchess.com.
So we can deal with your complaint as quickly as possible, please include:
- Your full name.
- An email address and, if you would like, a phone number we can reach you on.
- Your order or subscription reference, if your complaint relates to a payment.
- A clear and detailed description of your complaint, with all the information you think is relevant.
- Any documentation, for example screenshots or receipts, that supports your complaint.
3. What happens when a complaint is submitted
Stage 1: Acknowledgement
Our team will acknowledge receipt of your complaint by email within 5 working days of the date we receive it.
Stage 2: Investigation
We will then investigate the circumstances of your complaint. If we need any further information from you, we will let you know.
Investigations generally take up to 14 days to complete. Where a complaint is complex, it may take longer. If we think the investigation will take longer, we will tell you.
Stage 3: Response
Once our investigation is complete, we will email you with our response. If we uphold your complaint, we will propose a resolution. Depending on the situation, this may include a full or partial refund, a credit, a discount, or providing the service to you again. If we do not uphold your complaint, we will explain why.
4. Subscription and billing complaints
If your complaint is about a charge or your subscription, please also tell us:
- The email address linked to your account.
- The date and amount of the charge.
- A clear description of the billing issue.
We aim to respond to billing disputes within 3 working days, and to process valid refunds within 5 to 10 working days of agreeing them.
Refund requests must be submitted within 14 days of the charge. Each request is reviewed on its own facts, with particular regard to accidental purchases, technical issues that prevented access to the App, and genuine billing errors.
5. If you are not satisfied with our response
We aim to be as fair as possible, and in our experience most complaints are resolved at the response stage. If you are not satisfied with our response, you can escalate by replying to our email or writing to us again at hello@manifestchess.com, asking for the matter to be reviewed by the team lead.