Contact, Complaints and Support Policy

You may write to us depending on the reason for your enquiry:

To assist you faster, please indicate:

• //Your name and, if applicable, the company you represent.
• //A contact email for our response.
• //The subject matter and a description of the enquiry or problem.
• //The project, order or invoice reference, if one exists.
• //Screenshots or other relevant documentation.

Do not send passwords, full card details, or personal or confidential information that is not necessary to process your request.

We will review your enquiry or complaint, check the applicable conditions and records, and respond to you in writing. We endeavour to acknowledge receipt without delay and respond within a reasonable period. The receipt of a complaint does not imply an admission of its merits, but we will analyse it with due diligence.

If you do not agree with our response, this policy does not limit your rights: you may go to court and, if you are a consumer, to public consumer bodies. For personal data matters, you may lodge a complaint with the Spanish Data Protection Agency (Agencia Española de Protección de Datos - www.aepd.es).

DEL Studio is not currently affiliated with any alternative consumer dispute resolution entity.

Describe the incident with sufficient detail to allow for its analysis: what is happening, since when, and on which system. Vulnerabilities and security incidents are to be communicated to security@delstudio.site in accordance with the Security Statement. Do not attempt to gain unauthorised access to systems, accounts or data, or perform tests that could affect the availability of third-party services.

The scope of support, channels, hours and response times for each client are those set out in their contract, proposal or Work Order. The general channels on this page do not extend the support obligations of a contract. Unless the contract expressly stipulates otherwise, response times are targets and not service level commitments.

We process the data you send us to manage your enquiry or complaint, fulfil our obligations and protect our rights, in accordance with the Privacy Policy.