Complaints Policy

Effective Date: April 24, 2026

1. Our Commitment

MoodFire is owned and operated by MOODFIRE LTD, a company registered in England and Wales. We take complaints seriously. If something about MoodFire has not met your expectations, we want to hear about it, understand what went wrong, and put it right where we can.

This policy explains what counts as a complaint, how to raise one with us, how we will handle it, and where you can escalate if you are not satisfied with our response.

2. Scope

This policy covers complaints about the MoodFire app, our website, our communications, and our conduct as a company. It applies whether you use MoodFire as an individual consumer or through an employer, university, healthcare partner, or other organisation.

Nothing in this policy limits or replaces your statutory rights. In particular, this policy does not affect the rights you have under the Consumer Rights Act 2015 or any other applicable consumer protection law, and it does not affect your right to contact a regulator or supervisory authority directly.

3. What Counts as a Complaint

A complaint is any expression of dissatisfaction about MoodFire where you would like a response. Examples include, but are not limited to:

General feedback, feature requests, and questions are always welcome, but they are not treated as formal complaints unless you ask us to handle them that way.

4. How to Raise a Complaint

The quickest way to raise a complaint is to email info@moodfire.io with the word "Complaint" in the subject line. This helps us route your message to the right person and start the clock on our response times.

To help us investigate, please include where possible:

If email is not accessible to you, please tell us and we will agree an alternative channel with you, such as a phone call arranged by appointment or a written response by post. We will not refuse to handle a complaint because of the channel you used to raise it.

5. How We Handle Your Complaint

We handle complaints in three stages. All timeframes are measured in UK business days (Monday to Friday, excluding bank holidays in England and Wales).

Stage 1 — Acknowledgement: We will acknowledge your complaint within 3 UK business days of receiving it. The acknowledgement will confirm who is handling your complaint and the reference number we have assigned to it.

Stage 2 — Investigation and response: We aim to provide a substantive response within 15 UK business days of acknowledgement. This response will explain what we have looked into, what we have concluded, and what (if anything) we propose to do to put things right. If we need longer — for example because the issue is technical or involves a third party — we will tell you why and give you a new expected date.

Stage 3 — Escalation and final response: If you are not satisfied with our Stage 2 response, you can ask us to escalate your complaint. We will issue a final response within 30 UK business days of your escalation request. Stage 3 is reviewed by a Director of MOODFIRE LTD who was not involved in the original investigation.

6. Complaints About Subscriptions, Purchases, and Refunds

MoodFire subscriptions purchased through the Apple App Store or Google Play Store are billed by Apple or Google, not by us. For billing issues, refunds, or cancellations of consumer subscriptions, the fastest route is the store that took your payment:

Please also tell us about the issue by emailing info@moodfire.io so we can log it, help where we can, and look for patterns that may indicate a wider problem.

We only process direct refunds for enterprise, organisational, and white-label customers whose contracts are billed by MOODFIRE LTD.

7. Complaints About Your Personal Data

If your complaint relates to how we have collected, used, stored, shared, or deleted your personal data, please email data@moodfire.io. Data complaints follow the same three-stage process set out above.

You also have the right to complain directly to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection. You can do this at ico.org.uk/make-a-complaint or by calling the ICO helpline on 0303 123 1113. You can contact the ICO at any time, including before, during, or after raising a complaint with us.

MOODFIRE LTD is registered with the ICO under registration number ZC123286.

8. Mental Health Safety

The complaints inbox is not monitored in real time and is not a crisis channel. If you or someone else is in immediate danger, in a mental health crisis, or at risk of harm, please stop and use a crisis service right away:

If you tell us about a safety concern in a complaint, we will respond as soon as we are able, but we cannot guarantee that a complaint email will be seen quickly enough to respond to a crisis.

9. Vulnerable Users

We know that people who use a mental wellbeing app may be going through a difficult time. We will do our best to handle complaints in plain, non-judgemental language, and to make reasonable adjustments so that anyone who needs extra support can still be heard.

If a written exchange is not working for you, please tell us and we will agree a non-written channel where we can — for example a phone call arranged by appointment, or communicating through a trusted friend, family member, carer, or advocate with your consent. Raising a complaint will never be used against you, will never affect the service you receive from MoodFire, and will never be reported to any third party as a mark against you.

10. Complaints Through an Organisation

If you access MoodFire through your employer, university, healthcare provider, or another organisation, you can still complain to us directly. You do not need to go through your organisation first.

We will not share the fact that you have complained, or the content of your complaint, with your organisation without your explicit consent. If a complaint reveals a wider issue that affects other users of that organisation, we may discuss the underlying issue with them, but we will do so in a way that does not identify you.

11. What We Record

We keep an internal complaints register so that we can respond to you, meet our timeframes, learn from patterns over time, and demonstrate that we are handling complaints fairly. Entries include a reference number, the date received, the category, the stage reached, the outcome, and any lessons learned.

We retain complaints records for a minimum of 3 years from the date the complaint is closed, after which we review whether continued retention is still necessary. We review the register at least every 6 months to identify trends and improvements. Your personal data within the register is handled in line with our Privacy Policy.

12. Confidentiality and No Retaliation

We treat complaints as confidential within MOODFIRE LTD and share them only with people who need to see them in order to investigate or resolve the issue. We will not penalise you, close your account, or degrade your service because you have raised a complaint. If you feel you have been treated unfairly because you complained, please tell us and we will escalate the matter to a Director.

13. Independent Dispute Resolution

MOODFIRE LTD is not currently a member of a certified alternative dispute resolution (ADR) scheme. If you are not satisfied with our final response and would like to resolve the matter without going to court, we are willing to engage in good faith with a reputable independent mediator or ADR provider agreed between us.

Consumers in the UK can also seek free, impartial guidance from Citizens Advice or the Chartered Trading Standards Institute. None of this affects your right to bring a claim in the courts.

14. Ownership of This Policy

This Complaints Policy is owned by the Directors of MOODFIRE LTD, who are responsible for ensuring that complaints are handled in line with it and that the policy remains fit for purpose.

15. Governing Law

This Complaints Policy is governed by the laws of England and Wales. This does not prejudice any mandatory consumer rights or protections available to you under the local law of the country where you live.

16. Changes to This Policy

We review this policy at least once a year and update it as needed. If we make material changes, we will notify users through the app or by email, and we will update the Effective Date at the top of this page. Older versions are available on request.

17. Contact Us

To raise a complaint, please email us with "Complaint" in the subject line:

info@moodfire.io

MOODFIRE LTD is registered in England and Wales.