LookGig Contact and Escalation Policy V1.0
1. Purpose
This policy explains how to contact LookGig and what to expect at each level of support.
2. General support
For questions, booking issues, account matters or general enquiries:
- Email: support@lookgig.com
- In-app support: via the LookGig app or platform
MOTHER (LookGig's support assistant) can answer questions about LookGig's published policies and direct you to the relevant process.
MOTHER will escalate issues that require human decision.
3. Response commitments
| Matter type | Target response |
|---|---|
| General support enquiry | Best-effort response within 2 business days |
| Billing dispute | Initial acknowledgement within 2 business days |
| Safety incident or urgent matter | As promptly as practicable; flag as urgent in your email subject |
| Formal consumer complaint | Written response within 15 days |
| Data-rights request | Response within 30 days |
| Account suspension appeal | Written response within 15 days |
These are target times; actual response may be faster.
Response times may be extended for complex matters as permitted by applicable law, with notification.
4. What MOTHER can and cannot do
MOTHER can:
- answer questions based on LookGig's approved published policies;
- explain processes and direct you to the right action;
- collect initial information for a dispute, complaint or report;
- acknowledge a report and tell you what happens next.
MOTHER cannot:
- decide, approve or reject a dispute, damage claim, refund or compensation;
- overturn or apply account action (suspension, restriction, termination, appeal);
- respond to legal notices, court orders or regulatory inquiries on LookGig's behalf;
- process data-rights requests;
- waive, create or reinterpret any policy.
If MOTHER cannot find an applicable policy for your situation, MOTHER will tell you and escalate the matter.
5. Urgent and safety matters
If there is an immediate risk to personal safety, contact the relevant emergency services first (Estonia emergency number: 112).
After ensuring safety, report the incident to LookGig at support@lookgig.com with "URGENT" in the subject line.
6. Formal consumer complaints
Send formal consumer complaints by email to support@lookgig.com with "Formal Complaint" in the subject line.
LookGig will acknowledge receipt and provide a written response within 15 days.
7. If you are not satisfied with our response
If you are not satisfied with LookGig's response, you may contact:
- Estonian Consumer Protection and Technical Regulatory Authority (TTJA): https://www.ttja.ee/
- Estonian Consumer Disputes Committee (out-of-court resolution): https://komisjon.ee/
- EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/
- Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon) for data-related matters: https://www.aki.ee/
- The courts.
8. Legal and regulatory correspondence
Legal notices, court orders, regulatory inquiries and requests from public authorities must be addressed in writing to Abiline OÜ via support@lookgig.com.
MOTHER cannot acknowledge, receive or process such correspondence on LookGig's behalf.
9. Operator information
Operator: Abiline OÜ
Country of operation: Estonia
Support email: support@lookgig.com