Contact us first
Email support@scalovus.com or call 918-800-8694 with your account email, transaction date, amount, and a concise description. Never send passwords, payment-card numbers, activation secrets, or trading credentials.
Response process
- We assign and acknowledge the matter, ordinarily within two business days.
- We review account, consent, delivery, support, service-status, and transaction records relevant to the issue.
- We may request reasonable information needed to verify identity or reproduce the problem.
- We provide a written outcome or progress update, ordinarily within ten business days. Complex payment-network or third-party matters may take longer.
- You may request one escalation by replying with the unresolved point and desired remedy.
Refund requests
Refund eligibility follows the Refund & Cancellation Policy and rights that cannot legally be waived. Suspected duplicate charges, incorrect amounts, or unauthorized transactions receive priority review. Trading outcomes, prop-firm decisions, broker incompatibility, configuration choices, unused time, and late cancellation do not ordinarily create refund eligibility.
Chargebacks and payment disputes
You retain rights provided by your card issuer and applicable law. Contacting Scalovus first often allows faster investigation. We respond to processor or issuer inquiries with relevant, limited evidence such as order terms, consent, delivery, access, support, cancellation, and refund records. We do not submit trading credentials or unrelated private information.
Fair treatment
Scalovus does not retaliate for a good-faith complaint or lawful payment dispute. Fraud, knowingly false claims, abusive communications, or repeated misuse may be handled under the Terms and Acceptable Use Policy.
Records and improvement
Complaints are categorized, tracked to closure, and periodically reviewed for recurring product, disclosure, delivery, support, and billing issues.