COMPLAINTS AND CUSTOMER SERVICE POLICY
1. Purpose and scope
This Complaints and Customer Service Policy explains how an individual user or prospective user may ask a question, report a problem or submit a complaint about CVin’s website, account, digital career tools, AI features, subscriptions, billing, privacy, security or accessibility. It does not replace a statutory privacy-right request or a regulated provider’s own dispute process, but CVin will route the matter appropriately.
2. How to contact CVin
Complaints and support requests may be sent to support@cvin.com.sa. Privacy-right requests and privacy complaints may also be sent to info@cvin.com.sa. CVin provides support by email and does not publish a support telephone number. Support and policy links are available before and after sign-in in Arabic and English.
3. Information to include
The user should provide the account or reply email, the service or transaction concerned, a clear description, relevant date, any invoice or transaction reference and the outcome requested. Do not send a password, one-time code, full card number, security code, banking password, unnecessary national identifier, health information or another person’s data. CVin will request only information reasonably needed to verify, investigate and respond.
4. Receipt and handling
CVin acknowledges receipt through the recorded channel and assigns a reference where the support system provides one. It reviews relevant account, service, transaction and communication records, restricts access to persons who need it and handles the user fairly and without retaliation. CVin responds without undue delay and within any mandatory legal period. If essential information is missing, CVin explains what is needed without requesting unnecessary sensitive data or payment credentials.
5. Billing and refund complaints
CVin checks a billing complaint against the checkout disclosure, accepted subscription terms, renewal and cancellation records, invoice, service use and payment-provider status. Refund eligibility follows the Purchase, Subscription, Cancellation and Refund Policy and applicable law. A bank, wallet or gateway dispute may also require the user or CVin to use that provider’s regulated process.
6. Privacy and personal-data matters
A request to exercise a personal-data right follows CVin's privacy-rights process even if received by support. A complaint alleging unlawful processing, unauthorised disclosure, failure to honour a right or misuse of personal data is routed to the privacy function designated by company management. Internal handling does not prevent the data subject from complaining to the Saudi Data and Artificial Intelligence Authority through the National Data Governance Platform within the period provided by law.
7. AI, ATS and matching complaints
For a complaint about AI, ATS or job matching, the user should identify the feature, approximate time, input or output concerned and the issue. CVin may review available technical records and assess whether an output was inaccurate, unsafe, biased, privacy-invasive or inconsistent with the feature notice. CVin may correct, regenerate, remove or restrict an output or feature but does not guarantee a score, match, interview or employment outcome.
8. Security and urgent reports
A report of suspected account takeover, exposed credentials, unauthorised access, personal-data leakage, fraud in progress or an active vulnerability is escalated to the security or incident process. The user should not send secrets or exploit a suspected issue further. CVin may provide safe containment instructions and limit information where disclosure could compromise security or another person’s data.
9. Outcome and remedy
CVin communicates the issue understood, available findings, decision and any remedy or corrective action. A remedy may include guidance, access correction, technical repair, content correction, cancellation, refund where eligible, removal or another lawful response. If the requested remedy cannot be provided, CVin explains the reason to the extent lawful and identifies an available review or external route where applicable.
10. Review and external channels
A user may reply with new information or identify a disputed finding and request reasonable reconsideration. This optional step does not restrict a user’s right to contact the competent authority, Ministry of Commerce consumer channel, Saudi Data and Artificial Intelligence Authority, regulated payment provider or a court or dispute-resolution channel with jurisdiction.
11. Confidentiality and records
CVin keeps complaint communications, evidence, decisions and remedies only as needed for support, security, compliance, dispute resolution and improvement, subject to the Privacy Policy and retention schedule. Access is role-restricted, and unrelated personal data should be removed or masked from exports where reasonably possible. A complaint is not used to retaliate against a user.
12. Accessibility and language
CVin seeks to provide complaint information and responses in clear Arabic or English according to the user’s selected language and to keep the website support route usable on mobile. A user may describe a reasonable accessibility need in the email, and CVin will seek an appropriate alternative within available means.
13. Changes to this Policy
CVin may update this Policy for legal, service or channel changes. The current version and effective date appear at https://cvin.com.sa/complaints. A change does not limit a mandatory right or affect a complaint already submitted except where the updated process is more protective or required by law.
14. Operator, contact and effective version
Operator: Quwa alihtirafiyya Company For Information Technology, Unified National Number 7038348160. National Address: Building No. 7812, Wadi Malha Street, Al Nada District, Riyadh, Kingdom of Saudi Arabia. Support and complaints: support@cvin.com.sa. General and privacy: info@cvin.com.sa. Arabic and English are intended to have the same meaning; if an inconsistency remains, Arabic prevails to the extent permitted by law. Version 1.2 is effective from 1 September 2026 and was last updated on 4 September 2026.