Complaints and Dispute Resolution

The order confirmation or contract will state whether the Operator is the direct seller or service provider, acts for a supplier, operates as a marketplace intermediary, or provides information only. The contracting party and, where different, the supplier and their contact details must be shown before payment. The names ANQ, Kaleske, DOROB, Kaleske House and Kaleske Shop do not by themselves establish separate legal persons.

The Operator investigates a complaint about its own obligation directly. If a complaint concerns an independent supplier, bank, carrier, organiser, accommodation provider or other institution, it may be referred to the appropriate party with notice to the customer, while the Operator continues to address the part within its own role.

Before an order is accepted, the description, total price and currency, taxes and mandatory charges, performance time or period, material restrictions, cancellation rules, and responsible party will be disclosed. A contract becomes binding when clear acceptance is issued and, where required, an authorised payment is confirmed; an acknowledgement of a request alone does not guarantee acceptance.

A complaint should, where possible, include the order or contract number, name and contact details, event date, issue description, disputed amount, supporting evidence and requested remedy. Missing non-essential evidence does not prevent registration. Sensitive information is requested only through the stated channel and to the extent necessary.

The Operator and the relevant supplier must perform the accepted service with reasonable care and in accordance with the confirmed information. The customer must provide complete and accurate information and required documents, cooperate on time, observe safety and conduct requirements, and check names, dates, destinations, specifications and price before confirmation.

A fair investigation includes hearing the customer, preserving relevant evidence, requesting necessary information, identifying the parties' roles and providing a reasoned decision. The customer must cooperate honestly and avoid threats or disclosure of another person's private information. Retaliation for a good-faith complaint is prohibited.

Rights to change or cancel and the refundable amount depend on mandatory law, the extent of performance, costs actually incurred, and terms disclosed before purchase. Nothing in this document removes a non-waivable consumer right. A deduction is made only where lawful, genuinely connected to the order, and disclosed in advance.

A remedy may include an explanation, correction, re-performance, rescheduling, credit, full or partial refund, lawful compensation, or a reasoned refusal. It depends on law, contract, responsibility and feasibility. Acceptance settles a dispute only where informed agreement exists and no mandatory right is waived.

Where a third party is involved, each party's responsibility follows the disclosed role, the contract and the law. The Operator remains responsible for its own conduct, information it must provide, and obligations it accepts, and is not released from statutory responsibility by a general disclaimer. No limitation applies to fraud, wilful misconduct, personal injury, or responsibility that the law does not permit to be limited.

If the initial response is unsatisfactory, the customer may request senior review at [email protected]. This process does not prevent an application to the competent competition and consumer-interest authority, personal data authority, sector regulator, mediator or competent court. Arbitration or an exclusive forum applies only with valid agreement and to the extent permitted by law.

Send a complaint to [email protected] with the order number, a clear description, relevant evidence and the requested remedy. Receipt will be acknowledged within 3 business days and a target response provided within 15 business days; a complex matter may take longer with notice and reasons. Armenian law governs without removing mandatory protection of the consumer's residence. Once approved by Armenian counsel, the Armenian version controls interpretation to the extent permitted; a translation difference will not be read to reduce mandatory rights.