Support and complaints

How to submit a complaint

Email [email protected], call +34 617 257 880, or write to Calle Hoya del Rosario, 98, 35016 Las Palmas de Gran Canaria, Las Palmas, Spain. Include your name, account email, order or transaction identifier if available, a clear description of the issue, and the outcome requested. Do not include full card details, passwords, or secrets.

Vectoria Civil will send a written acknowledgement or reference identifying the case and will respond within no more than fifteen days after receipt. If essential information is missing, it may be requested through the same channel.

Which channel applies

Vectoria Civil handles complaints about licensing, access, downloads, Software operation, its own privacy processing, and technical support. Paddle is the Merchant of Record at checkout and also handles payment, tax, transaction invoice or receipt, cancellation, and refund matters through the channels displayed in its checkout or portal. If you contact Vectoria Civil about a Paddle transaction, we will help identify the correct channel without closing your case.

Official Canary Islands complaint form

The email, phone, and postal channels above are identified and available. Official procedure 8160 has not yet been completed: the official form, poster, and activity-specific QR code are not currently available. This page does not present them as obtained or replace those official documents.

If they are obtained in the future, Vectoria Civil will provide immediately and free of charge, at the complainant's choice, either the official QR code for the electronic form or the official paper form, together with the information needed to use it.

Retention

The case file and written reference are retained for at least one year, without prejudice to longer legal periods or retention needed for legal claims. See the Privacy Notice.