Complaints procedure

We want to fix problems quickly and fairly. This page explains how to raise a problem with a code, an order, a payment or our service, what we will do, and how long it takes.

Step 1: Contact support

Message us on WhatsApp from the Contact page, or email info@goldencodes.com.iq. If a code does not work, first read the “Code not working” guide in our help centre: most failures are a region mismatch or a typing error.

Please include:

• your order number
• the product and its value
• the exact error message, and a screenshot of the redemption screen
• the country or region of the account you tried to redeem on

Never send us your platform password or a one-time verification code. Our staff will never ask for them.

What we promise

• We acknowledge your complaint with a reference number within 24 hours.
• Missing orders and payment problems: resolved within 1 business day.
• Codes that are not accepted: help or an update within 3 business days. If the brand has to check the code, we update you at least every 3 business days.
• Other complaints: resolved within 10 business days.

Step 2: Escalate

If you are unhappy with our answer, or we miss these times, email info@goldencodes.com.iq with the subject “Complaint escalation” and your reference number. A senior team member who was not involved will review the case and send you a written final response within 10 business days, explaining the decision and the evidence behind it.

Step 3: Outside help

If you are still not satisfied, you can:

• contact the competent consumer protection authorities in Iraq;
• use your payment provider’s dispute process (please give us the chance to resolve the matter first);
• bring a claim before the competent courts, as set out in our Terms of Sale;
• if you live in the European Union or the United Kingdom, contact your national consumer body or an approved dispute resolution body; in Turkey, apply to your local consumer arbitration committee.

We keep a record of every complaint and its outcome, and use it to improve our service. Raising a complaint never affects how we treat your future orders. Personal data in complaints is handled under our Privacy Policy.