Complaints & Escalation
Last updated: August 2026 · v1.0 · For everyone
In short
We want to resolve your complaint quickly and fairly. This page explains how to raise different types of complaints, what response times to expect, and how to escalate if you are not satisfied.
1. General support and questions
For questions about using Bookify, your account, or the booking process, contact us at info@bookify.mt or +356 7956 1688. We aim to respond to support queries within one working day.
2. Billing complaints
If you believe an invoice is incorrect, email info@bookify.mt with your account email, the invoice number, and a short explanation. We will review and respond within 5 working days.
If we agree there is an error, we will issue a corrected invoice or a refund, as appropriate. Our full billing and refund terms are in our Refund Policy.
3. Privacy and data complaints
For privacy-related complaints — including concerns about how your data is handled, a data-breach concern, or a rights request that was not resolved — email legal@bookify.mt. We will acknowledge your complaint within 72 hours and aim to provide a substantive response within 14 days.
You may also complain directly to the Information and Data Protection Commissioner of Malta: Level 2, Airways House, Triq il-Kbira, HMR 1100, Floriana, Malta (idpc.org.mt, +356 2328 7100).
4. Security complaints
For security concerns, including suspected unauthorised access or vulnerability reports, email legal@bookify.mt or see our Vulnerability Disclosure Policy.
5. Complaints about a salon or booking
Bookify provides booking software to independent businesses. We are not responsible for the quality of a haircut, beauty treatment, or other service delivered by a salon. If you have a complaint about a salon’s service, pricing, or cancellation policy, please contact the salon directly.
If a salon is using Bookify in a way that violates our Acceptable Use Policy, you can report it to legal@bookify.mt and we will investigate.
6. Our response commitments
| Complaint type | Acknowledgement | Substantive response |
|---|---|---|
| General support | 1 working day | 3 working days |
| Billing | 2 working days | 5 working days |
| Privacy / data rights | 72 hours | 14 days |
| Security | 72 hours | 10 working days |
| Abuse reports | 72 hours | 14 days |
7. Escalation
If you are not satisfied with our response, you may escalate your complaint:
- Billing and consumer issues: Malta Competition and Consumer Affairs Authority (MCCAA) at mccaa.org.mt. EU consumers may also contact the European Consumer Centre Malta at eccnetmalta.gov.mt.
- Privacy and data protection: Information and Data Protection Commissioner of Malta (idpc.org.mt).
- Legal disputes: The courts of Malta have jurisdiction, subject to any mandatory consumer protections under Maltese and EU law.
8. Final response
If we issue a final response to your complaint and you remain dissatisfied, we will inform you of the external escalation options open to you and the applicable time limits for pursuing them.