Support & disputes

Customer Support

1.1 Channels and response targets. Blindspot is a self-service platform supported by the channels below. Response targets are for acknowledgement, not resolution.

1.2 Help us help you. Include your account/organization details, Campaign references, dates, screenshots or reports, and a clear description of the issue. Complete information speeds resolution.

Raising a Dispute with Blindspot

2.1 How to lodge. Raise disputes in writing to support@seeblindspot.com (billing matters to billing@seeblindspot.com). We aim to acknowledge within 3 business days.

2.2 What to include. A clear description of the issue; your account and Campaign references; relevant dates and amounts; supporting documentation (e.g., reports, screenshots); and the outcome you seek.

2.3 How we review. Each dispute is reviewed individually on its facts, with reference to Proof of Play and account records. We will respond with our findings and, where appropriate, a resolution consistent with the Terms and the Refund & Credits Policy.

2.4 Escalation ladder. We maintain a tiered complaints process: (1) Support (first review), (2) Billing/Compliance (for payment, refund, or policy matters), and (3) Legal (for unresolved or significant matters). If you are not satisfied with the initial outcome, you may escalate by replying to the case notice or emailing escalations@seeblindspot.com with your case reference; we aim to acknowledge an escalation within 3 business days and to complete escalated review within 15 business days, notifying you if more time is needed.

2.5 Statement of reasons for account or content actions. For a suspension, payment hold, content removal, or account restriction that we initiate, we will provide a statement of the principal reasons, any available steps to remediate, and how to appeal, unless providing this is prohibited by law or necessary to prevent imminent harm, in which case we will provide it as soon as reasonably practicable. Supplier content/inventory decisions remain controlling, but we will pass on any reason a Supplier provides.

2.6 Accessibility. We provide support and complaints intake in accessible digital formats and will use reasonable efforts to accommodate requests for alternative-format communications, consistent with recognized accessibility standards (e.g., WCAG 2.2).

Billing Disputes and Chargebacks

3.1 Contact us first. If you believe a charge is wrong, contact us first at billing@seeblindspot.com and allow us 10 business days to investigate before initiating any chargeback, payment dispute, or reversal with your bank or card issuer. Most billing questions are resolved quickly and directly.

3.2 What we examine. We review the relevant records, including your recorded acceptance of the Terms (with date, time, and IP), your KYC and account data, the Campaign configuration and approvals, Proof of Play and Campaign reports, and the buying method you selected. Proof of Play is the agreed, conclusive evidence of delivery under the Terms.

3.3 If you file a chargeback anyway. Initiating a chargeback for delivered or deemed-delivered services, without first following Section 3.1, is a material breach of the Terms. As described in the Terms, we may then: treat the disputed amount plus our chargeback, processing, and administrative fees and reasonable costs as immediately due as a debt (which we may set off against your wallet balance, invoice, and pursue through collection; we will not re-charge a card for an amount already charged back); suspend or terminate your account and Campaigns; and require wire prepayment for future activity.

3.4 Representment. You authorize us and our payment processor to respond to disputes by submitting the records in Section 3.2 as compelling evidence of both your authorization of the transaction and our delivery of the services.

3.5 Genuine errors and fraud. If our investigation shows a genuine billing error, we will correct it promptly (refund, credit, or adjustment) per the Refund & Credits Policy. If we identify unauthorized third-party use of a payment method, we will work with you and the processor in good faith; this does not waive amounts properly owed for services delivered to your account.

3.6 Your statutory rights. Nothing in this Policy waives any non-waivable statutory right you may have to dispute a charge with your card issuer. This Policy sets out a contractual process to resolve issues with us first and your responsibility for the costs of disputes found invalid.

Case Handling, SLAS, and Communications

3A.1 Case tracking. Each dispute or complaint is logged with a case reference and a status you can follow (received → under review → awaiting information → resolved). Quote your case reference when you contact us.

3A.2 Severity-based targets. We triage by impact and aim for the following (acknowledgement targets; complex matters may take longer, and we will keep you updated):

3A.3 Evidence you can obtain. On request in a dispute, we will provide the records reasonably necessary to understand a decision or charge, typically the relevant Proof of Play and Campaign report, the moderation reason code, and the acceptance/transaction record, subject to confidentiality, third-party rights, and security.

3A.4 Mediation/ADR. Before formal proceedings, the parties may agree to non-binding mediation. Where mandatory law gives a consumer access to an ADR body or regulator, that route remains available (Section 5.2).

3A.5 Status and incident communications. Platform-wide outages and incidents are communicated by email and in-Platform notice. Enterprise customers may have a named contact and an agreed escalation path in their Order.

Disputes Involving Suppliers

Where a dispute concerns a Supplier, SSP, media owner, or venue (for example, the condition of a Screen, a Supplier's approval decision, or Supplier-reported measurement), Blindspot's role is limited to facilitating communication and sharing information reasonably available to us. Blindspot does not arbitrate disputes between Suppliers and Customers and is not a party to the underlying media-owner relationship. Supplier approval decisions are final.

Formal Dispute Resolution

If a dispute is not resolved through this Policy, the dispute-resolution provisions of the Terms apply, including the informal-resolution period and, where applicable, arbitration and the class waiver.

5.1 Record retention. We retain material dispute records, logs, communications, and resolution notes for at least 24 months after a case is closed, or longer where required by law or contract or while a dispute or legal hold is active.

5.2 Preservation of external redress. Where mandatory local law gives you access to a regulator, court, alternative-dispute-resolution body, or other complaint route, nothing in this Policy limits those rights.

Contact

Support: support@seeblindspot.com · Billing/Disputes: billing@seeblindspot.com · Legal: legal@seeblindspot.com

Version History