We want to hear when something has gone wrong, so that we can put it right. This procedure applies to customers, their users and anyone affected by our Services.
1. How to complain
Email info@cyprusconnect.net with "Complaint" in the subject, use the contact form and choose the topic that fits, or write to Topify Consulting Ltd, Alkyonis 1, 3087 Limassol, Cyprus. Please include your name, your firm, what happened, when, and what you would like us to do. Do not send passwords, recovery keys or confidential client documents.
2. What happens next
- Acknowledgement within 5 working days, with the name of the person handling your complaint.
- Investigation by someone who was not directly involved, where possible.
- Response within 30 days, explaining what we found, what we will do and, where appropriate, any refund or credit. If we need longer, we will tell you why and when you will hear from us.
- Review: if you are not satisfied, reply asking for a review. A director will review the complaint and respond within a further 30 days.
We keep a record of complaints and use them to improve our Services. Complaint records are kept for 3 years.
3. Data protection complaints
For complaints about how we handle personal data, write to privacy@cyprusconnect.net. You also have the right to complain to the Commissioner for Personal Data Protection in Cyprus (www.dataprotection.gov.cy) at any time; you do not need to use this procedure first. If your complaint is about data held by one of our customers, such as a law firm, please contact that firm, which is the controller of that data.
4. Security concerns
To report a security weakness, follow our Vulnerability Disclosure Policy.
5. Other options
Disputes that cannot be resolved through this procedure are governed by the Terms of Service (Cyprus law, courts of Limassol). If you are a consumer, you may also contact the Consumer Protection Service of the Ministry of Energy, Commerce and Industry of Cyprus or an approved alternative dispute resolution body. The EU's former online dispute resolution platform closed on 20 July 2025 and is no longer available.
Topify Consulting Ltd, registration no. HE 409159, VAT no. 10409159B, Alkyonis 1, 3087 Limassol, Cyprus. Contact: info@cyprusconnect.net. If a translation of this document differs from the English version, the English version applies.