Complaints procedure

How to raise something with us, and what we will do about it.

Last updated 8 September 2026

Tell us first

Email support@trivup.com or message us on WhatsApp at +971 56 800 8064. Include your reference — it looks like TV-1A2B3C and is on every email we have sent you. Tell us what happened and what you would like us to do.

What happens next

• We aim to acknowledge within one working day.
• A person reviews your file — what was submitted, when, and what came back.
• We reply with what we found and what we can do about it.
• If it will take longer than a few days, we tell you why and when to expect an answer.

If our answer does not settle it

Ask for it to be escalated and it will be reviewed by someone who was not involved the first time. Say in your message that you want it escalated, so it is not treated as a repeat of the same question.

Payment disputes

If your complaint is about a charge, please read our refund and cancellation policy and contact us before raising it with your bank. We hold the record of the terms you accepted, the time your application was submitted and the decision that came back, and we can usually resolve it far faster than a card dispute.

Outside help

If you remain unsatisfied, consumers in the UAE can raise the matter with the Ministry of Economy's consumer protection service. Doing so does not affect any other right you have.