Company Name: Lunica Group LLC
Company Address: 75 E 3rd St, Sheridan, WY 82801, United States
Website: https://lunicagroup.media/
Email: support@lunicagroup.media
Effective Date: March 2, 2026
1. Introduction
Lunica Group LLC (“Company”, “Lunica Media”, “we”, “our”, or “us”) is committed to maintaining transparent and fair communication with clients and users of the website https://lunicagroup.media/ (the “Website”) and related consulting services (the “Services”).
This Customer Support & Issue Resolution Policy establishes the procedures through which clients, users, or third parties may submit complaints, concerns, or disputes related to services provided by the Company.
The objective of this Policy is to ensure that complaints are addressed promptly, professionally, and in a manner consistent with good business practices and applicable legal standards.
2. Scope of This Policy
This Policy applies to complaints related to:
• digital marketing consulting services
• SEO consulting engagements
• marketing performance analysis services
• billing or payment concerns
• service delivery concerns
• Website functionality issues
• interactions with Company representatives
This Policy applies to both clients and Website users.
3. Submission of Complaints
Complaints should be submitted in writing to the Company using the following contact information:
Email: support@lunicagroup.media
When submitting a complaint, the following information should be included where possible:
• full name of the complainant
• contact email address
• description of the issue or concern
• relevant transaction details or invoice numbers
• any supporting documentation or evidence
Providing complete information will assist the Company in reviewing the matter efficiently.
4. Complaint Review Process
Upon receiving a complaint, Lunica Media will initiate an internal review process.
This process may include:
• reviewing internal records
• evaluating communications between the parties
• examining project documentation
• reviewing payment records
• requesting additional information where necessary
The Company may contact the complainant if additional details are required to properly assess the issue.
5. Response Timeline
Lunica Media aims to respond to complaints within a reasonable timeframe.
Typical response timelines may include:
• acknowledgment of complaint within 3 to 5 business days
• initial review and response within 10 to 15 business days
More complex issues may require additional time for investigation.
The Company will attempt to keep the complainant informed if delays occur.
6. Resolution Options
After reviewing a complaint, the Company may propose a resolution depending on the circumstances.
Possible outcomes may include:
• clarification of service scope
• explanation of service delivery
• correction of administrative errors
• adjustment of service arrangements where appropriate
• other reasonable solutions consistent with applicable policies
Resolutions are determined based on the facts of each case and the applicable service agreement.
7. Escalation Procedure
If a complainant believes the initial response does not resolve the issue, the complaint may be escalated for further internal review.
Escalated complaints may be reviewed by senior personnel within the Company to ensure an independent evaluation of the matter.
The Company will attempt to reach a fair and reasonable resolution.
8. Payment Disputes
Clients are encouraged to contact Lunica Media directly before initiating disputes with payment processors or financial institutions.
If a payment dispute arises, the Company may review:
• service agreements
• billing records
• communication history
• service delivery documentation
The Company may provide supporting evidence to payment processors when responding to formal disputes or chargebacks.
9. Good Faith Resolution
Both the Company and the complainant are encouraged to engage in good faith efforts to resolve disputes.
Constructive communication between the parties can often resolve misunderstandings or concerns without the need for formal proceedings.
10. Arbitration of Unresolved Disputes
If a dispute cannot be resolved through internal review and negotiation, the matter may be resolved through binding arbitration as described in the Terms of Service.
Arbitration procedures may include:
• submission of dispute documentation
• independent arbitration review
• final binding decision by an arbitration authority
Arbitration is intended to provide an efficient and fair alternative to litigation.
11. Governing Law
This Policy and any disputes arising under it shall be governed by the laws of the State of Wyoming, United States, without regard to conflict of law principles.
12. Record Retention
Lunica Media may retain records related to complaints and dispute resolution for reasonable periods in order to:
• document resolution procedures
• comply with legal obligations
• protect the Company in the event of future disputes
Records may include communication logs, documentation submitted by the complainant, and internal investigation notes.
13. Policy Updates
The Company reserves the right to update this Customer Support & Issue Resolution Policy as necessary to reflect regulatory changes, business practices, or operational improvements.
Updated versions will be posted on the Website with a revised Effective Date.
Continued use of the Website or Services constitutes acceptance of the updated Policy.
14. Contact Information
For complaints or dispute resolution requests, please contact: Lunica Group LLC
75 E 3rd St, Sheridan, WY 82801, United States
https://lunicagroup.media/
support@lunicagroup.media
