1.1. Raising a complaint
Submit the in-platform complaint form or email support@emkay.world with a description, dates, the account or listing concerned, and any evidence.
You receive a complaint reference immediately.
2.2. Timelines
Acknowledgement within 2 business days. Substantive response within 10 business days. Complex matters requiring third-party evidence may take up to 30 business days, with progress updates.
3.3. Escalation and appeal
If you are not satisfied, request escalation to a senior reviewer within 30 days of our response.
Complaints about a professional's conduct in a regulated activity may also be raised with the competent Qatari authority. Complaints about payment transactions may be raised with the Merchant of Record.
4.4. Records
Complaints, decisions and reasons are logged with an immutable audit trail and retained for the statutory period.
5.Governing law & jurisdiction
This policy and any dispute or claim arising out of or in connection with it are governed by the laws of the State of Qatar.
The courts of the State of Qatar have exclusive jurisdiction to settle any dispute or claim, without prejudice to any mandatory consumer rights available to you.
Where a provision is found unenforceable under Qatari law, it is severed and the remaining provisions continue in full force.
6.How to contact us
Legal & compliance enquiries: legal@emkay.world
Privacy and data-protection requests: privacy@emkay.world
Complaints, disputes and safety reports: support@emkay.world or the in-platform complaint form.
Postal enquiries may be sent to EMKAY Luxury Living, Doha, State of Qatar.