JobEmber Complaints and Resolution

Effective date: 2026-07-22 Last updated: 2026-07-22

The short version. Something went wrong with JobEmber? Email [email protected]. We reply within 1 business day. We resolve substantially all issues within 7 business days. If we don’t, this page tells you exactly how to escalate — including options that don’t go through us at all.

We wrote this page because the worst version of “having a problem with a SaaS product” is not knowing where to take it. You shouldn’t have to guess. The path is below.

Step 1 — Email [email protected]

Send what you’ve got: the issue, when it happened, your account email, any screenshots or error messages. We don’t need a formal complaint format. Plain text is fine.

Our SLA at this stage:

First reply within 1 business day (Mon–Fri, Europe/Bucharest, excluding Romanian public holidays).
Substantially all issues are resolved at this stage within 7 business days.
If your issue is a refund request, see the Refund Policy — most refunds are processed at this stage in under a week.

What we will do:

Acknowledge your email by the next business day, with a ticket reference.
Tell you what we know and what we don’t, plainly.
Tell you what we’ll do and by when.
If we made a mistake, say so.

What we will not do:

Make you call a phone tree.
Force you to use a chatbot before you can reach a human.
Run you through a “retention loop.”
Ask you to “verify your identity” three times before answering your question.

If your issue is the support response itself — for example, you didn’t hear back within 1 business day, or the response didn’t address your question — go to Step 2.

Step 2 — Escalate to [email protected]

If support has not resolved your issue within 7 business days, or if your issue is one that support is not the right channel for (legal, IP, privacy, T&C disputes), email [email protected].

When emailing legal:

Include your support ticket reference if you have one.
State plainly what outcome you want (refund, account restoration, data deletion, account deletion, etc.).
Include any prior correspondence in the thread.

Our SLA at this stage:

First reply within 5 business days.
If the issue requires investigation, we’ll tell you the timeline. Most legal-channel issues are resolved within 30 days.

Per Section 17.1 of our Terms and Conditions, we are required to negotiate in good faith for at least 30 days from the date you put your dispute in writing to [email protected]. The intent is that almost no issue should ever need to go further than this step.

Step 3 — External escalation (if Steps 1 and 2 didn’t work)

If we still haven’t resolved your issue after Step 2, you have several external paths. You can use any of these without our permission, and we will not retaliate against your account for doing so.

For consumers in Romania

ANPC — Autoritatea Națională pentru Protecția Consumatorilor (Romanian National Authority for Consumer Protection). The primary consumer-protection regulator for any business operating in Romania, including DGLabs S.R.L.

Website: https://anpc.ro/
Online complaint form (Romanian): https://reclamatii.anpc.ro/
The complaint will be investigated; we will be required to respond within ANPC’s stated timeline.

For consumers in the EU/EEA (including Romania)

EU Online Dispute Resolution platform — a free, neutral platform run by the European Commission for resolving consumer disputes with EU-based businesses without going to court.

URL: https://ec.europa.eu/consumers/odr
File a complaint, select JobEmber (DGLabs S.R.L.) as the trader, and the platform routes the complaint to a certified Alternative Dispute Resolution body.
We are committed to engaging with ODR-routed disputes in good faith.

Your national consumer protection authority — every EU member state has one. If you are a consumer resident outside Romania, you can also file with your local authority. The European Consumer Centres Network (ECC-Net) will help you find the right body: https://ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en

If your complaint concerns how JobEmber handled your personal data — and we did not resolve it via Steps 1 and 2 — you have the right to file a complaint with a supervisory authority:

Romania (lead authority for JobEmber): ANSPDCP — Autoritatea Națională de Supraveghere a Prelucrării Datelor cu Caracter Personal — https://www.dataprotection.ro/
Your country of residence (if outside Romania): list of EU DPAs

You may file with either authority. Under the GDPR one-stop-shop mechanism, ANSPDCP is the lead supervisor for cross-border processing by JobEmber.

For consumers in the United States

There is no EU-style ODR platform in the US. Available paths:

Your state Attorney General’s consumer protection division — every US state has one. Search “[state] attorney general consumer complaint.”
Better Business Bureau — https://www.bbb.org/file-a-complaint
Federal Trade Commission (for fraud, deceptive practices, identity issues): https://reportfraud.ftc.gov/

For all consumers — civil court

You retain the right to bring a claim in court. Per Section 17 of our Terms:

EU/EEA consumers may bring proceedings in the courts of your country of residence.
All other users are subject to the exclusive jurisdiction of the competent courts of Cluj-Napoca (Romania), per Section 17.3.

What to do instead of a chargeback

We see this enough to address it directly: filing a payment chargeback before going through Steps 1 and 2 above will result in your account being suspended, your unused credits forfeited, and a permanent ban. Details are in the Refund Policy and Terms Section 7.5.

This is not because we are trying to trap you. It is because:

Chargebacks cost us $15–$40 in processor fees per dispute regardless of who wins, on top of the disputed amount.
Chargebacks bypass our process — meaning if your issue was something we could have fixed in 24 hours by email, we don’t even know it happened until 30–60 days later when the bank asks us for evidence.
Repeat chargebacks against a merchant raise our fraud rate with the payment processor, which can lead to higher fees for every other user or to JobEmber being delisted entirely.

The faster, lower-friction path: email [email protected] first. If we don’t respond in 7 business days, escalate per Step 2. If Step 2 also fails, then a chargeback is reasonable — and we won’t ban an account that genuinely tried Steps 1 and 2 first.

Public reviews — we read them

If your issue ends up on Trustpilot, G2, the App Store, Reddit, or anywhere else: we read those too. We will respond publicly with what happened from our side, factually, without disputing your experience. We will not threaten legal action over a review.

If your issue is on a public forum, we still recommend emailing [email protected] in parallel — public review threads are not a great medium for sorting out billing details, and the email path is faster.

What we track and what we don’t

We log every support and legal-channel interaction (ticket reference, dates, outcome) for at least 3 years for our own quality and audit purposes. We do not:

Track who escalated to ANPC, ANSPDCP, BBB, or any external authority for the purpose of treating their account differently.
Down-rank, throttle, deprioritize, or otherwise penalize an account because the user filed an external complaint.
Discuss specific complaints publicly without the user’s permission.

What we are not

This page is the JobEmber complaints process. It is not:

A path to dispute the content of an Output you submitted to a third party. JobEmber drafts; you review; you send. If an employer rejected an application, that is between you and the employer.
A path to escalate a third-party platform’s behavior (LinkedIn, Indeed, Greenhouse, Workday, Lever, ATS systems, etc.). Those platforms have their own complaints processes, governed by their own terms.
A path to dispute a job posting’s legitimacy — postings retrieved by the search agent come from third-party sources and may be expired, fraudulent, or misclassified at the source. We do our best to filter, but cannot verify every posting.

For these, the answer is the same: contact the third party directly. JobEmber is the drafting and tracking tool, not the employer or the platform.

Contact

Step 1 — Support: [email protected] (1 business day SLA)
Step 2 — Legal escalation: [email protected] (5 business day SLA)
Security incidents: [email protected]
Data-protection (GDPR) requests: [email protected] (also covered in the Privacy Policy)
Operating entity: DGLabs S.R.L., Romania
Romanian consumer protection: ANPC
Romanian data protection: ANSPDCP
EU Online Dispute Resolution: https://ec.europa.eu/consumers/odr

Last reviewed: 2026-05-03. Process changes will be announced via in-app notice and emailed to registered users.