Complaint Process (Illegal Activity Reports)

Effective date: 01 August 2025 • Owner: Compliance Team, MYVITA OÜ

1. Purpose & Scope

This policy describes how MYVITA OÜ (“we”, “us”) receives, reviews, and remediates complaints alleging illegal activity related to our website, products, orders, payments, or content. It applies to customers, partners, financial institutions, regulators, and any member of the public.

2. How to Report

You can submit a complaint through any of the following channels:

Please include, where possible: order/reference number, dates, URLs/screenshots, a description of the alleged illegal activity, and your contact details.

3. Intake & Acknowledgement

  • All complaints are logged in our internal ticketing system upon receipt.
  • We acknowledge receipt within 2 business days and assign a case ID.

4. Review & Investigation

  • Risk/Compliance performs a fact check (order/payment logs, product listings, communications, applicable laws and card-network rules).
  • Typical investigation time is up to 14 calendar days (complex cases may require more time; we will provide status updates).
  • We may contact the reporter for clarifications and request additional evidence.

5. Remediation Actions

If a violation is confirmed, we may take one or more actions, including:

  • Immediate removal or correction of content or products
  • Order cancellation, refund, or blocklisting of accounts involved
  • Temporary or permanent suspension of related services or features
  • Notification to payment partners, marketplaces, or law enforcement as required
  • Internal process updates and staff retraining

6. Outcome & Communication

  • We provide a written outcome summary to the reporter once the review is complete (subject to privacy and legal constraints).
  • If remediation is ongoing (e.g., refunds, takedowns), we will communicate timelines.

7. Escalation

If you believe your complaint was not handled properly, you may request escalation to our Compliance Officer by replying to the case email thread or writing to compliance@myvita.pro with your case ID.

8. Recordkeeping

We retain complaint records, correspondence, and remediation evidence for a minimum of 5 years, or longer where legally required.

9. Non-Retaliation

We do not tolerate retaliation against any person who, in good faith, submits a complaint or participates in an investigation.

10. Data Protection

We process personal data in line with applicable privacy laws (including GDPR). Information is used only to review and resolve the complaint and to meet legal obligations. For privacy requests, contact support@myvita.pro.

11. Updates

We may update this policy from time to time. The latest version will be available on our website.

Company: MYVITA OÜ
Address: Harju maakond, Tallinn, Haabersti linnaosa, Paldiski mnt 75, 10614, Estonia
Compliance: compliance@myvita.pro • Support: support@myvita.pro • Phone: +372 53 686 522