CAASie Customer Support & Disputes Policy

CAASie.co is designed to be an accessible and self-service platform. However, we recognise that advertisers, suppliers, and partners may occasionally require assistance or wish to raise concerns regarding the platform or services.

This policy outlines our commitment to customer support and our approach to handling disputes promptly, transparently, and fairly.
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CAASie.co Customer Support Policy

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CAASie.co provides primarily Australian-based support to advertisers, suppliers, and platform users through a range of communication channels.

In addition to our AI assistant, support can be requested through support tickets or email during our standard business hours.We endeavour to respond within the timeframes below

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*Response times refer to acknowledgement of a support request and do not guarantee resolution within that timeframe.

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Dispute Resolution Policy

Disputes against CAASie.co and our Services can be lodged in writing via email to support@caasie.co. 

We endeavour to acknowledge dispute submissions within 3 business days during our operating hours of 9:00am – 5:00pm weekdays (Brisbane, Australia).

When lodging a dispute, users should provide all relevant information available to them, including account details, campaign references, dates, supporting documentation, and a clear description of the issue. Providing complete information will assist CAASie.co in investigating and responding efficiently.

Each dispute will be reviewed individually and assessed according to the circumstances of the matter.

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Supplier and Partner Disputes

Where a dispute involves a supplier, SSP, publisher, media owner, or seller-enabled partner, CAASie.co may facilitate communication between the relevant parties and assist in obtaining relevant information where reasonably practicable.

CAASie.co will not arbitrate any dispute between supplier, SSP or seller-enabled partners and advertiser.

CAASie.co's involvement in supplier or partner disputes is limited to facilitating communication and sharing information that is reasonably available to us and relevant to the matter.

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Relationship to User Terms

This policy should be read in conjunction with the CAASie.co User Terms and Conditions, available at:

https://caasie.co/legal/caasie-user-terms-conditions

Where there is any inconsistency between this policy and the User Terms and Conditions, the User Terms and Conditions will prevail.

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