Scope of this page
This page explains how Lizensa customers can complain about an order, a product, a payment or our service, and what happens next. It applies to consumers and businesses alike and does not limit any statutory right you have under the law of your country of residence.
How to file a complaint
Write to support@lizensa.com with your order number, the product concerned, what went wrong and the outcome you are asking for. You may also write to ul. Hoża 86/410, 00-682 Warszawa, PL. We accept complaints in every language in which this store is available.
Acknowledgement and response times
We acknowledge every complaint within 14 days of receipt and give a substantive answer within 30 days. If a case needs longer — for example because a payment processor or a manufacturer must be consulted — we tell you before the 30 days expire and set a new deadline.
How we can resolve your complaint
Depending on the circumstances we may supply a replacement licence key, correct or re-deliver a defective product, reduce the price, or withdraw from the contract and refund the amount paid. Where statutory warranty applies, the remedies described on our Warranty page take precedence.
Alternative dispute resolution (ADR)
If we cannot settle your complaint directly, you may refer it to a certified alternative dispute resolution (ADR) body. The certified ADR route for your country of residence: the certified ADR entity competent for your dispute (we will tell you which on request). We do not claim membership of any single scheme; on request we will tell you which certified ADR entity is competent for your dispute and will take part in good faith. The European Commission keeps a public list of certified dispute-resolution bodies at consumer-redress.ec.europa.eu/dispute-resolution-bodies. ADR is free of charge or low-cost for you and does not affect your right to go to court.
European list of dispute-resolution bodies
The European Commission's Online Dispute Resolution platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228) and no longer accepts complaints. Its replacement is the Commission's public list of certified national dispute-resolution bodies at consumer-redress.ec.europa.eu/dispute-resolution-bodies; the route competent for your country is also named above under Alternative dispute resolution. Our contact address for ADR purposes is support@lizensa.com.
Supervisory authorities
Depending on the subject of your complaint you may also contact a public authority: for personal data, your national data-protection authority; for consumer protection, the consumer authority of your own country of residence. Contacting an authority does not prevent you from complaining to us at the same time.
Out-of-court settlement
Before or instead of a court action you may use out-of-court settlement procedures, including mediation. A settlement reached this way binds both parties once it is signed. We take part in mediation in good faith, but we are not obliged to accept a proposed settlement that we consider unfounded.
Consumer organisations
Consumer associations may take up your case on your behalf and, in some countries, bring a collective action. Many of them offer free advice or a first assessment of your case. We answer consumer organisations through the same channels and within the same deadlines as our customers.
Language of the procedure
You may file a complaint and conduct the whole procedure in the language of the storefront you bought from, and we answer in that language. Documents in another official language of the European Union are accepted, but we may ask for a translation of the parts essential to the case.
