MyPick and its parent company, PickOS Inc.

MyPick is a service owned and operated by PickOS Inc., its parent company. MyPick is the service name; PickOS Inc. is the legal entity operating the service.

In this document, “we,” “us,” and “our” refer to PickOS Inc. References to MyPick’s rights, obligations, or actions mean PickOS Inc. acting through the MyPick service. References to the MyPick website, apps, marketplace, or platform describe the service. For agreements with MyPick, your contracting party is PickOS Inc.; the responsibilities of sellers and other third parties remain as described in the applicable agreement.

Corporate website: pickos.com
Corporate office: 131 Continental Drive, Suite 305, Newark, DE 19713, USA

1. Purpose of This Policy

PickOS Inc. operates MyPick, a promoter-first social-commerce marketplace. Because every purchase on MyPick is mediated by the platform, we take responsibility for receiving, reviewing, and resolving complaints and disputes that arise from your use of the platform. This policy explains what you can complain about, how to submit a complaint, how quickly we aim to respond, and how complaints are escalated and resolved. It applies to all users of the MyPick website and mobile applications.

2. What You Can Complain About

We accept complaints across the full range of platform activity, including:

Orders. Late or undelivered shipments, damaged or incorrect items, missing parts of an order, or orders that do not match the listing.
Products. Safety or quality concerns, suspected counterfeit goods, inaccurate product descriptions, and recalled products.
Sellers. Unprofessional conduct, failure to communicate or fulfill, misrepresentation of products, or attempts to move transactions off-platform.
Promoters. Misleading, deceptive, or undisclosed promotional content, spam, or misrepresentation of a product in promotional material.
Account issues. Difficulty accessing your account, suspected unauthorized activity, incorrect charges, or problems closing an account.

3. How to Submit a Complaint

Submit complaints through the Contact Us page on the MyPick website or through in-app support in the MyPick mobile application. Use a single channel per complaint so we can track it accurately. Complaints posted through public channels such as app-store reviews or social media may not reach our resolution process, so use the channels above for formal review.

4. What to Include

The more complete your complaint, the faster we can act. Please include:

Your account email and, where relevant, the order number.
A clear description of the problem, including dates and any related communication.
Supporting material, such as photographs of damaged or incorrect items or screenshots of a listing or promotional post.
The outcome you are seeking, such as a refund, replacement, correction, or investigation.

5. Acknowledgement and Response Times

We acknowledge every complaint within 2 business days of receipt and aim to provide a substantive response within 5 business days. Complaints that require input from a seller, carrier, or payment processor, or that involve product safety, may take longer. If more time is needed, we will tell you what we are doing and when to expect our next update. Business days are Monday through Friday, excluding US federal holidays.

6. Escalation

If you are not satisfied with the outcome, you may ask for the complaint to be escalated to a senior reviewer by replying to our response through the same channel. Escalated complaints receive a fresh review by someone not involved in the original decision, and we will provide a final internal response. Where a complaint involves product safety or potential illegal activity, we may act immediately — including removing a listing, suspending an account, or initiating a recall — regardless of where the complaint sits in the escalation path.

7. Order Disputes

For disputes about an order — including non-delivery, items that arrive damaged or not as described, and requests to cancel — outcomes are resolved as refunds or replacements in accordance with our Returns, Refunds & Cancellations Policy. Because MyPick mediates all transactions, we review the evidence from both sides and determine the outcome. Refunds are issued to the original payment method used for the purchase.

8. Complaints About Sellers and Promoters

Complaints about a seller's conduct or a promoter's content are handled directly by MyPick rather than by the seller or promoter, because all transactions are mediated through the platform. Depending on what we find, actions may include requiring corrections, removing content or listings, adjusting commissions, withholding payouts, restricting promotional privileges, or suspending or terminating an account. We may communicate outcomes to the affected parties where appropriate.

9. Record Keeping

We keep a record of complaints received, evidence reviewed, decisions made, and outcomes communicated, so patterns can be identified and repeat issues addressed. These records are retained in accordance with our Data Rights, Deletion & Retention Policy and are handled confidentially.

10. Informal Resolution Before Legal Claims

Before filing a claim in court or before an arbitrator, we ask you to give us a chance to resolve the dispute informally. Please submit the dispute through the Contact Us page and allow at least 30 days for good-faith discussion; most disputes are resolved at this stage. Nothing in this policy limits non-waivable consumer rights you may have under applicable law. Any dispute not resolved informally is governed by the dispute-resolution and governing-law provisions of our Terms of Service, under the laws of the State of Delaware, USA.

11. Changes to This Policy

We may update this policy from time to time. Any revised version is published on the platform with a version number and revision history, as described in our Policy Updates & Change Notice.

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