Customer Support
Support · How to reach a human about an invoice, a payment, or a refund.
How to reach us
Email support@exiid.com or call +44 7455 943139. Both reach the operator, not a queue, and there is no tier one to get past. Email is answered within 2–3 business days; the phone is a UK mobile, so if it rings out leave a message or send an email and you will get the same person back. Working hours are UK business hours, Monday to Friday. Post reaches us at Exiid Labs LTD, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom, though email is faster for anything time-sensitive.
What to include
Your invoice number, and what you expected to happen versus what happened. That is usually enough to resolve it in one reply. If it is about a payment you cannot place, the date, the amount, and the last four digits of the card help; never send a full card number by email, and we will never ask you for one.
You do not recognise a charge
Check the name before you dispute it, because two of ours are involved and that surprises people. A card statement from us reads EXIID. The invoice and the receipt say Fintrate LTD, which holds the Stripe account and processes payments for Exiid Labs LTD under contract; that is deliberate, not a sign of fraud, and it is explained in full on the Legal page. If a charge still looks wrong, email support@exiid.com or call +44 7455 943139 and we will find it and refund it if it is ours to refund. Contacting us is faster than a bank dispute, which can take weeks and locks the money up while it runs.
An invoice arrived that you did not expect
Do not pay it. We only invoice after a scope and a number are agreed with you in writing, so an unexpected invoice is either a mistake or someone impersonating us. Forward it to support@exiid.com and we will confirm within one business day whether it is genuine. Invoices from us arrive from billing.exiid.com and link to a Stripe-hosted page.
Refunds
An unpaid invoice is voided on request and nothing is charged. After payment: a full refund before the intake call, 50% after the intake call and before the written diagnostic is delivered, and none once it has been delivered, with a full refund either way if we miss the agreed window for a reason that is ours. Request one at support@exiid.com with your invoice number. We answer within 2–3 business days and approved refunds return to the original payment method within 10 business days. The full policy, including the consumer cancellation right, is at /terms.
New business goes somewhere else
Support is for people who already have an invoice or a payment. If you want to start something, the Brief Desk at /contact goes straight to the operator inbox at yassine@exiid.com, and briefs get a reply within 2–3 business days with next steps or a direct no-go and the reason.
If we get it wrong
Complaints go to the same place as everything else: support@exiid.com, marked as a complaint, and they reach the operator directly because there is nobody else for them to reach. Tell us what happened and what would put it right. We would rather fix it or refund it than defend it. If you are unsatisfied with how a complaint is handled, say so in writing and we will respond in writing.