Acknowledgement: We aim to respond within 72 hours.
Investigation: Cases are reviewed within 7 days but may take up to 8 weeks to resolve.
Resolution: Adjustments or reinstatement if warranted.
Restitution: Account restoration + Refunds/credits for valid upheld claims.
Appeals: Contact customer service for review; final decisions within 4 weeks.
Compensation
Compensation is limited to refunds or credits for service failures by Vivastreet, not user errors.