Legal
Complaints policy
Things occasionally go wrong. What matters is what happens next.
This is a draft.
The procedure below is what we intend to follow, and will be reviewed before the site goes live.
Tell us straight away
If something is damaged, missing or simply not what was agreed, tell the crew on the day if you can. Damage noticed at the time is far easier to resolve than damage reported three weeks later, and photographs taken on the spot settle most questions immediately.
How to complain
Email parvietosana@topporation.com or call +371 23 992 899. Please include the date of the move, the two addresses, what went wrong, and photographs if you have them.
What we will do
- Acknowledge your complaint within two working days.
- Look into it with the crew who did the job, and with our insurer if a claim is involved.
- Give you a written answer within fourteen working days, or tell you why it will take longer.
- Put it right — repair, replacement or refund — where the fault is ours.
Time limits
Please report loss or damage within seven days of delivery. Later than that and we may not be able to establish what happened, and our insurer may decline the claim.
If you are still not satisfied
You may take the matter to the Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs) in Latvia, or to the courts. We would much rather resolve it directly, and we will keep talking to you for as long as you want us to.