Complaints & Dispute Resolution

SveaSMS is operated by Global Trade Rhino LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA. This page sets out the mandatory internal complaints procedure the Customer is contractually bound to exhaust before initiating any external escalation, dispute, chargeback or legal action. Failure to follow the procedure constitutes a material breach and triggers the remedies set out in our Terms of Service and Refund Policy.

1. Sole authorised channel

Complaints must be submitted exclusively and in writing by email to support@sveasms.com from the email address registered on the Customer's account. Communications via social media, public forums, review sites, media, banks or any third party prior to exhausting the internal procedure are treated as breach and rejected on the merits.

Complaints seeking a monetary refund are handled separately and exclusively at sales@sveasms.com under the Refund Policy. No refund may be requested, initiated or obtained through the signed-in customer environment, and deposits made in cryptocurrency are final and never refundable regardless of the outcome of any complaint.

2. Content requirements

A valid complaint must contain all of the following, failing which it is rejected:

• Full registered name and account ID.
• Exact date, time and transaction ID relating to the event complained of.
• A detailed, factual description of the alleged deficiency — no extraneous commentary.
• The specific remedy sought, expressed within the scope of our Terms and Refund Policy.
• All supporting evidence (screenshots, log excerpts, message IDs). The burden of proof lies with the Customer.

3. Handling timelines

Acknowledgement is typically issued within seven (7) business days. A substantive decision is issued at the latest within sixty (60) calendar days of receipt of complete documentation. Our decision is final and not subject to internal appeal. For complex matters we may unilaterally extend the handling period by a further sixty (60) calendar days without such extension constituting a service deficiency.

4. Excluded complaints

The following circumstances do not constitute valid grounds for a complaint and will not be reviewed on the merits: (i) dissatisfaction with functionality that was available via demo or documentation prior to deposit, (ii) outcome of the Customer's own campaigns, (iii) operator or recipient-network filtering, blocking or spam marking, (iv) price changes, (v) misunderstanding of rules that are set out in policy, (vi) suspension decisions based on suspected fraud, spoofing, disallowed sender ID (e.g. bank) or other breach of Acceptable Use.

5. Confidentiality

The complaints procedure is strictly confidential. During and after the process the Customer may not publish correspondence, decisions, internal reasoning, working documents or the terms of any settlement. Breach carries liquidated damages of USD 5,000 per occurrence plus full compensation.

6. Exhaustive remedy

Remedies in the complaints procedure are limited to what is expressly permitted under our Terms of Service and Refund Policy. No moral damages, no goodwill compensation, no compensation for lost profits or reputational harm are payable.

7. Binding arbitration after internal exhaustion

Only after the internal procedure under sections 1–3 has been exhausted and a written decision has been issued may any residual dispute be referred to binding arbitration under the rules of the American Arbitration Association (AAA), seated in Sheridan, Wyoming, USA, before one (1) arbitrator, in English. The award is final and enforceable globally under the New York Convention.

8. Class-action waiver

The Customer irrevocably waives the right to participate in any class action, collective arbitration or representative proceeding against SveaSMS or its affiliates.

9. Governing law and exclusive forum

This complaints process is governed by the laws of the State of Wyoming, USA. For matters not covered by the arbitration clause — e.g. injunctive relief — the federal and state courts of Sheridan County, Wyoming, are the exclusive forum.

Operator: Global Trade Rhino LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA.