Complaints & Appeals

Use this procedure for:

• A moderation decision: content removed, a message held or blocked, a warning, monitoring or restriction.
• A verification or approval decision on a professional account or talent profile.
• Restriction or suspension of an account or a capability.
• A booking decision: refusal, cancellation, contact-release refusal, or a dispute about what was agreed.
• A privacy request or a concern about how information has been handled.

Refund and charge disputes follow the Cancellation & Refund Policy; you may still use this procedure if a refund decision is not explained or seems inconsistent with that policy.

• Moderation and messaging: use the appeal control in the conversation or on the content concerned. This keeps the message or content and the decision together with your appeal.
• Verification and professional accounts: respond in the verification or application area of your dashboard, where resubmission and comments are recorded against the case.
• Everything else: email support@gemstonemusicja.com, or use the support chat on the website.

Writing to us never waives a legal right, including your right to raise a payment dispute with your bank or card issuer.

A useful complaint or appeal states:

• What the decision or problem is, and when it happened.
• The reference: order, booking, enquiry, verification case or account.
• Why you believe it was wrong, with any evidence you hold.
• What outcome you are asking for.

Do not send card numbers, card security codes or identity-document images.

A complaint or appeal is reviewed against the record: the message and its screening outcome, the accepted agreement, the payment record, the verification case and its revisions, or the moderation history.

Where the decision was taken by the person who first handled the matter, a different reviewer considers the appeal.

We aim to acknowledge a complaint promptly, but we do not promise a fixed response or resolution time, because the work required varies with the record and with the participation of both sides. We do aim to give a substantive response rather than a holding reply, and to tell you if a matter will take longer and why.

• The decision is confirmed, with the reason explained.
• The decision is changed: content restored, a message released, a restriction lifted, a verification reviewed.
• The matter is returned for a fresh decision, for example when new information requires the original reviewer to look again.
• A commercial adjustment is made, where the accepted agreement and payment record support one.

We explain the outcome and the basis for it.

If a person is at risk, or you believe a payment or account has been compromised, contact support immediately and mark the message urgent. Safety and security matters are handled ahead of ordinary complaints.

Where a criminal offence is suspected, we may report it to the police, and you may do so independently.

Privacy requests and complaints are handled under the Privacy Notice. Where a complaint is not resolved to your satisfaction, you may contact Jamaica’s Office of the Information Commissioner if the matter falls within its jurisdiction.

Cookie and tracking complaints can also be raised at support@gemstonemusicja.com.

Complaints, appeals and their outcomes are recorded. Records of a moderation or account decision are kept so that a later decision can take the history into account, and so that the decision can be checked.

Access to protected conversation content during a review follows the controls in the Privacy Notice: a written reason, limited scope and an audit log.

If our final response does not resolve the matter, you may pursue the dispute under Jamaican law, including through the competent courts or a consumer body where applicable. Nothing in this procedure limits those rights.

Gem Stone Music Consultants Limited
757 Phoenix Boulevard, Portmore, Saint Catherine, Jamaica
support@gemstonemusicja.com · +1 876-345-0398

Version 1.0, effective 31 October 2026.