Overview
We aim to ensure that customers receive their purchased tokens/digital content promptly after payment is confirmed.
Delivery of Tokens/Digital Content
Instant/Automated Delivery:
For digital items (e.g., tokens, download links, access codes), delivery will typically occur immediately after successful payment confirmation.
Email/Account Access:
Customers will receive an email confirmation and/or the purchased content will appear in their account dashboard within 5–15 minutes of payment approval.
Payment Confirmation Delays:
In rare cases (e.g., payment gateway security checks or network delays), delivery may take up to 24 hours.
Failure to Receive Content:
If content is not delivered within 24 hours, customers should contact our Support Team at explore@thoughtix.ai with proof of purchase.
Timeframes
Standard delivery: Instant to 15 minutes after payment approval.
Maximum delivery window: 24 hours (due to possible technical or payment-processor delays).
Pre-order or scheduled releases: Delivery will occur on the announced release date/time.
How to Lodge a Complaint
Customers can submit complaints via:
Email:
explore@thoughtix.ai
Online Support Form:
https://thoughtix.ai/en/talk-to-us
Please provide your order ID, email address, and a description of the issue.
Internal Response Timelines
Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
Initial Review: A support representative will review and provide a preliminary response within 5 business days of acknowledgement.
Resolution:
- Standard cases: Resolved within 10 business days.
- Complex cases requiring third-party input or investigation: Resolved within 20 business days, with progress updates provided every 5 business days.
Escalation Process
If you are not satisfied with the outcome:
Request an internal escalation to a senior support manager.
The escalated case will be reviewed and a final decision issued within 10 business days of escalation.
External Dispute Resolution
If the matter remains unresolved, you may seek resolution through your local consumer protection authority or an alternative dispute resolution service, where applicable by law.
