Complaints

This document is published in several languages. In the event of any discrepancy between the language versions, the Polish version is binding.

Version 1.0 · Last updated: 16 October 2026

This page describes how to submit a complaint about formexposed, what happens next and which time limits apply. It supplements the Terms of Service, which also serve as the regulations for services provided by electronic means; the Polish Act on Providing Services by Electronic Means (ustawa o świadczeniu usług drogą elektroniczną, UŚUDE) requires such regulations to set out the complaints procedure (Art. 8(3)(4) UŚUDE). The core rules are set out in the Terms of Service; this page explains them. Where this page promises you more than the Terms of Service, that promise also applies.

1. Who this procedure is for

The procedure is open to everyone who uses formexposed: customers with an account, whatever their plan, and anyone who has used the free check without an account. If you have a problem with the WordPress plugin, the TYPO3 extension or the MainWP extension, you also complain this way.

A complaint is any message in which you claim that the service does not work as agreed or that we have charged you incorrectly. A question or a request for a new feature is not a complaint; we answer it anyway, but without the time limits on this page. Whether a message is a complaint depends on its content, not on its heading; the word “Complaint” (section 2) only helps us to classify it.

There is no time limit for submitting a complaint. Nevertheless, complain soon: we delete the logs with which an incident can be clarified after fixed periods. Statutory limitation periods for your claims remain unaffected by a complaint.

If you are not our customer but the operator of a website that was checked, you will find your route in section 4 under “Abuse, opt-out and third-party websites”.

2. How and where to complain

There are three equivalent electronic routes and, in addition, post. A complaint by e-mail is treated exactly like one sent through a form.

E-mail to contact@lukaswojcik.com. This is the only route on which you can send attachments, such as a screen capture or an invoice.
Support window: the question mark in the navigation, on every page of formexposed. Choose the matching topic (for example “Billing”, “Something is broken” or “Privacy / my data”) and put the word “Complaint” at the start of your message. If you are signed in, the reply always goes to the e-mail address of your account. The field holds at most 4,000 characters; please send longer descriptions by e-mail.
Contact form at /contact, also without an account.

You can reach us in writing by post at the address given in the Imprint. This is slower, but just as effective.

What to include in the complaint

So that we can resolve it on the first attempt, please state:

the e-mail address of your account and, where a specific website is concerned, the domain and the link to the report;
what happened, when (date and approximate time) and what you expected instead;
for invoices, the invoice number;
what you consider an appropriate outcome, such as a correction, a credit, a refund or the termination of the contract.

Please do not send us passwords, API keys, plugin secrets or real form messages from your visitors. We do not need them to examine a complaint, and we never ask for them by e-mail.

If information we need for the review is missing, we ask for it once and in full. We do not reject an incomplete complaint for that reason.

3. What happens next

Acknowledgement of receipt. If you use the support window or the contact form, you automatically receive a confirmation by e-mail, for requests from your signed-in account containing the text of your message (up to 2,000 characters). For an e-mail, we confirm receipt with our first reply.
Review. We look at what is stored about your case: check results and screenshots of the domain concerned, the delivery log of the alerts, your activity log and, for payments, the transactions at Stripe.
Reply within 14 days. You receive a substantive reply by e-mail no later than 14 days after we receive the complaint. The period runs from the day the complaint reaches us; a follow-up question under section 2 does not stop it. The reply states whether we accept the complaint or reject it in whole or in part, gives the reasons and, if we provide a remedy, what we will do and by when. If we reject it, we also state which routes are open to you (section 5). If we cannot close a case within this time, for example because Stripe has not yet replied, we tell you before the period expires, with the reason and a new date; for consumers, such a message does not replace the reply (see below).
Remedy. Depending on the case, we remedy the defect, correct a check result, issue a credit, make a refund or terminate the contract. We remedy rectifiable defects within a reasonable period, as provided for in the Terms of Service.
Further review. If you do not agree with the reply, simply reply to it and say why. We review the case again in full and give a final answer within a further 14 days.

The 14-day period is our contractual commitment to all customers. If we do not reply in time, you can pursue your claim as if we had rejected it; our silence does not count as acceptance of your complaint, unless mandatory law provides otherwise.

For consumers, that is, natural persons who use the free check for purposes unrelated to a trade, business or profession, Art. 7a of the Polish Consumer Rights Act (ustawa o prawach konsumenta) also applies: if we do not reply to their complaint within 14 days of receipt, the complaint is deemed accepted. Other mandatory rights remain unaffected.

4. Particular types of complaint

Invoices and payments

Payments are processed by the payment service provider Stripe; you receive invoices electronically, and in the Billing area of your account you open the Stripe customer portal with all invoices and the stored payment method. Complain to us, not to Stripe, about a wrong amount, a duplicate charge or a missing or incorrect invoice: we are your contractual partner, and we correct or refund via Stripe to the same payment method.

Please do not initiate a chargeback with your bank or card issuer before we have replied. A chargeback procedure runs through Stripe and the banks, usually takes longer than a refund from us and does not change the fact that we examine your complaint.

On the trial period: if it ends without a stored payment method, the trial subscription ends automatically and no invoice is issued. If you received an invoice even though you had cancelled before the end of the trial period, that is a matter for a complaint.

Availability and defects

Whether part of the service is disrupted is shown on the status page at /systems. We do not promise a particular availability; this is governed by the Terms of Service. In the case of a defect, a description of the steps to reproduce it and the browser used shorten the review considerably.

Incorrect check results and false alarms

The checks are automated and based on detection rules. They may overlook or misclassify a protection measure, and a website may have looked different at the time of the check than it does today. If you think a finding is wrong, send us the link to the report and tell us which protection measure is actually in place. We look at the stored screenshots and the form structure, tell you why the check reached its result, and correct the detection rule if it is wrong.

For alerts that come too often or without reason, a setting often helps: alerts can be acknowledged and muted during maintenance work on your website, you set the frequency of the checks per domain, and you choose the channels through which alerts arrive. If the test submissions of an active check trigger e-mails or CRM entries on your side that cause disruption, you can reduce the frequency of the checks per domain or switch off monitoring of the domain; there is currently no separate switch just for test submissions.

An incorrect check result is a defect that we remedy. Decisions based on a result are subject to the liability rules in the Terms of Service.

Plugin and extensions

For problems with the WordPress plugin, the TYPO3 extension or the MainWP extension, please state the version of the plugin, the version of WordPress or TYPO3 and of PHP, the form plugin used and the page concerned. Messages in quarantine and failed form e-mails are stored only on your website; we do not see them and do not need them. Describe instead what happened.

Data protection

We handle complaints about the processing of personal data under this procedure and under the Privacy Policy. How to exercise access, erasure and your other rights is described on the Access, Erasure and Your Other Rights page. Independently of this, you may lodge a complaint with a supervisory authority at any time, in particular with the President of the Personal Data Protection Office (Prezes Urzędu Ochrony Danych Osobowych, ul. Moniuszki 1A, 00-014 Warszawa, uodo.gov.pl) or with the authority of your habitual residence or place of work.

Abuse, opt-out and third-party websites

If your website was checked without you having initiated it, the /bot page explains what our crawler does and does not do. Via /opt-out, you can exclude your domain from future checks. Reports that a customer is misusing the service, for example for domains for which they are not authorised, are handled under the Acceptable Use and Abuse page. Please report security vulnerabilities in formexposed itself via /security.

5. If we cannot agree

For businesses

An account and the plans are aimed at businesses. The contract is governed by Polish law; the exclusive place of jurisdiction is the court in Łódź competent for our registered place of business, except for the sole traders and consumers referred to in the following paragraphs. The details are set out in the Terms of Service.

For sole traders protected under Polish law

If you are a natural person carrying on a business activity registered in Poland in the Central Register and Information on Economic Activity (CEIDG) and, according to its content, the contract is not of a professional nature for you, Polish law protects you like a consumer on certain points. This concerns in particular:

the right of withdrawal (Art. 38a of the Polish Consumer Rights Act, ustawa o prawach konsumenta); how it works is set out on the Right of Withdrawal for Sole Traders page;
the rights where the service is not in conformity with the contract (Chapter 5b of the ustawa o prawach konsumenta on digital content and digital services, applicable to this group under Art. 7aa of the same Act): you can require us to bring the service into conformity and, under the conditions set out there, reduce the price or withdraw from the contract. A complaint under this page is the way to assert these rights;
protection against unfair contract terms (Art. 385⁵ of the Polish Civil Code, Kodeks cywilny, KC). A clause that assigns a dispute to a court that does not have local jurisdiction under the law is, in case of doubt, deemed unfair (Art. 385³(23) KC). The Terms of Service therefore exempt you from the agreement on jurisdiction in Łódź; the statutory place of jurisdiction applies to you.

Whether the protection applies in an individual case depends above all on the subject of your business activity as entered in the CEIDG. Write to us if you believe it applies to you; we will examine it on a case-by-case basis.

If you use the free check as a consumer

Anyone can use the free check without an account. If you do so as a consumer, your mandatory rights as a consumer remain unaffected, including the right to sue at your place of residence where the law provides for it.

Out-of-court dispute resolution

We are neither willing nor obliged to take part in dispute resolution proceedings before a consumer arbitration board, and we have not submitted to any code of conduct. Your right to go to court remains unaffected.

If we reject a consumer’s complaint and the dispute is not thereby resolved, we inform the consumer in our reply by e-mail which body would be competent for out-of-court proceedings and that we do not take part in such proceedings, as required by the Polish Act on Out-of-Court Resolution of Consumer Disputes (ustawa o pozasądowym rozwiązywaniu sporów konsumenckich).

The European Online Dispute Resolution platform (ODR platform) ceased operating on 20 July 2025 and is no longer available. Where it is still mentioned, the information is out of date.

6. What is stored with your complaint

We store complaints submitted through the support window and the contact form together with the e-mail address, topic, text, the page from which you wrote, language, IP address, country and browser identifier. We delete them after 24 months. We use them only to handle your complaint and, where necessary, to prove how we handled it. If a complaint concerns an invoice, the statutory tax retention periods apply to the invoice itself. Details are set out in the Privacy Policy.

7. Provider

LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, NIP 7252266190, contact@lukaswojcik.com.

How can we help?