Inquiries, claims and dispute resolution procedure

This Procedure sets out the methods for submitting the following to Gamechanger LLP:

• questions;
• inquiries;
• comments;
• suggestions;
• applications;
• claims;
• reports of defects in services rendered;
• inquiries regarding payment;
• inquiries regarding the performance of contracts;
• inquiries regarding personal data;
• information security reports.

This Procedure applies to the following websites:

• gamechanger.kz;
• gamechangercraft.kz;
• gamechangerweb.kz;
• their subdomains;
• other websites of Gamechanger LLP that contain a link to this document.

A user, client or counterparty may contact Gamechanger on any matter related to the Company’s activities.

For example, to:

• request information about a service;
• clarify the terms of a project;
• report a problem;
• ask a question about a contract;
• report a defect in completed work;
• request that an error be corrected;
• ask a question about payment;
• request documents;
• report a problem with a website;
• file a claim;
• submit a request regarding personal data;
• report a discovered vulnerability.

Not every inquiry is a claim.

Clearly designating an inquiry as a claim helps determine the applicable review procedure more quickly.

An ordinary inquiry may be submitted:

• by email: Sales@Gamechanger.kz
• by phone: +7 700 221 4996
• via the feedback form on the website

or through any other channel agreed upon by the parties within the project.

For technical matters, you may use: Developers@Gamechanger.kz

Claims should preferably be submitted in writing.

If a contract between the parties provides for a separate procedure for sending legally significant communications, the relevant contractual provision also applies.

For a prompt review, it is recommended to include:

• the claimant’s name or company name;
• contact details;
• the number and date of the contract, if any;
• the project name;
• a description of the circumstances;
• the specific problem;
• the date it was discovered;
• references to the relevant requirements of the contract or technical specification, if applicable;
• the claimant’s demand;
• documents or materials supporting the circumstances;
• the preferred method of receiving a response.

For a technical problem, it is advisable to also attach:

• screenshots;
• videos;
• the page URL;
• the error message;
• the steps taken;
• the date and approximate time the problem occurred.

Filing a claim does not require drafting a complex legal document.

It is sufficient to clearly describe:

what happened → why the claimant considers it a violation → what the claimant is asking to be done.

The absence of references to specific articles of law is not, in itself, grounds for refusing to consider an inquiry.

Inquiries received may be registered in Gamechanger’s internal system.

The following may be recorded for tracking purposes:

• date of receipt;
• sender;
• project;
• content of the inquiry;
• responsible employee;
• status;
• response deadline;
• response sent;
• attached documents.

This helps monitor the processing of the inquiry and the history of communication.

When submitting a claim by email, it is advisable to obtain an acknowledgment of its receipt.

If the user has not received an automatic or manual acknowledgment and the matter is of material importance, the user may additionally contact Gamechanger by phone at +7 700 221 4996 to confirm that the inquiry has been registered.

If the claimant is a consumer within the meaning of the legislation of the Republic of Kazakhstan, the claim is reviewed within the time limits established by the Law of the Republic of Kazakhstan “On Consumer Rights Protection”.

If Gamechanger disagrees with the consumer’s demands, it provides a reasoned written response within the time limit established by law.

If the law establishes a different special time limit for a particular demand, that time limit applies.

A significant portion of Gamechanger’s services is provided to legal entities and entrepreneurs for their business purposes.

Such relationships may fall outside the scope of consumer protection legislation.

In this case:

• the response time;
• the procedure for filing a claim;
• the procedure for remedying defects;
• the acceptance procedure;
• the liability of the parties;
• the dispute resolution procedure

are determined primarily by the relevant contract and the legislation of the Republic of Kazakhstan.

If the contract does not establish a special procedure, Gamechanger endeavors to review inquiries within a reasonable time, taking into account the complexity of the matter.

Upon receipt of a claim, Gamechanger may conduct a verification.

It may include:

• reviewing the contract;
• checking the technical specification;
• checking the acceptance criteria;
• analyzing the task history;
• reviewing the source code;
• checking system logs;
• reproducing the error;
• analyzing correspondence;
• reviewing the files provided;
• obtaining explanations from project participants.

The claimant may be asked to provide additional information if the circumstances cannot be objectively verified without it.

When reviewing a claim related to software development, it is important to distinguish between a defect and a new requirement.

A defect is, as a rule, a situation where an agreed feature does not work in accordance with the approved requirements or acceptance criteria.

If, after approval, the client decides to change the logic, add a feature or expand the original scope of work, this may be treated as a separate enhancement.

The final classification depends on the terms of the specific project and contract.

Based on the results of the review, Gamechanger may:

• satisfy the demand in full;
• satisfy it in part;
• propose a way to resolve the problem;
• agree on a time frame for the correction;
• request additional information;
• propose a supplementary agreement;
• propose another method of settlement;
• issue a reasoned refusal to satisfy the demand.

If Gamechanger disagrees with the consumer’s demands, the response must contain a clear explanation of the reasons.

Where there are documents on which the Company’s position is based, the relevant materials are provided in the cases and to the extent provided for by law.

A perfunctory response along the lines of:

“We disagree. All the best.”

is not an acceptable way of resolving a claim.

If a defect in a service rendered or in the result of work is confirmed, further actions are determined by:

• the law;
• the terms of the contract;
• warranty obligations;
• the technical specification;
• the acceptance criteria.

Depending on the situation, the following may be agreed upon:

• correction of the error;
• re-performance of a specific part of the work;
• adjustment of the result;
• provision of an update;
• another method of settlement provided for by law or the contract.

If a project is covered by a warranty period, the client may report a discovered defect in accordance with the procedure set out in the contract.

Such a report should preferably include:

• the project;
• the feature;
• the expected behavior;
• the actual behavior;
• the steps to reproduce the error.

A warranty does not mean the automatic free-of-charge fulfillment of any new requirements that arise after the project is completed.

If an inquiry concerns:

• the cost;
• an invoice;
• additional work;
• the number of hours billed;
• a payment stage;
• a change in budget,

Gamechanger reviews the relevant:

• contract terms;
• estimates;
• agreed changes;
• certificates of completion;
• invoices;
• task history;
• other applicable materials.

If a cost increase results from additional requirements of the client, it is advisable to have confirmation that the relevant changes were agreed upon.

The mere fact that a claim has been submitted does not necessarily suspend the entire project automatically.

The need for suspension is determined by:

• the nature of the problem;
• the risks of further development;
• the terms of the contract;
• agreement between the parties.

If continuing the work could significantly increase the damage or make the problem more difficult to resolve, certain work may be temporarily suspended until the circumstances are clarified.

If the client wishes to terminate the project, the procedure is determined by the contract.

Upon termination of the cooperation, the following may be determined separately:

• the scope of work actually performed;
• final settlements;
• outstanding tasks;
• handover of the source code;
• handover of documentation;
• handover of design mockups;
• handover of infrastructure access;
• revocation of access for Gamechanger employees;
• handover of other paid-for deliverables.

A claim and a notice of termination of a contract are distinct legal acts, unless otherwise follows from their content or the contract.

Questions related to:

• whether personal data is held;
• its correction;
• its deletion;
• withdrawal of consent;
• its transfer to third parties;
• a possible data leak,

may be sent to: Developers@Gamechanger.kz · CEO@Gamechanger.kz

The procedure for handling such requests is additionally governed by the Privacy Policy and the Consent to the Collection and Processing of Personal Data.

Reports of:

• a potential vulnerability;
• a compromise;
• suspicious activity;
• a possible leak;
• an access control error

should be sent to: Developers@Gamechanger.kz

The user should not include unnecessary confidential data in a regular email if it is not required to describe the problem.

The user may report:

• a dangerous AI response;
• a material factual error;
• unlawful disclosure of information;
• incorrect operation of the AI;
• a potential infringement of rights.

Such reports may be sent to: Developers@Gamechanger.kz

It is advisable to attach:

• the text of the prompt;
• the AI response;
• the approximate time;
• a description of the problem.

When submitting a claim, the user should provide only the data necessary to review the matter.

It is not recommended to attach the following unless necessary:

• passwords;
• API keys;
• banking details;
• documents of third parties;
• large personal data databases;
• other sensitive information.

Data contained in inquiries is processed in accordance with Gamechanger’s personal data documents.

Gamechanger is committed to resolving legitimate disagreements without unnecessary escalation wherever possible.

The parties may use:

• a written claim;
• negotiations;
• reconciliation of demands;
• a technical expert review;
• a supplementary agreement;
• mediation;
• other lawful methods of settlement.

The use of pre-trial mechanisms does not deprive the claimant of the rights provided for by law.

If the claimant is a consumer and:

• Gamechanger has not responded to the claim within the time limit established by law;
• has refused to satisfy the demands;
• the dispute could not be settled,

the consumer is entitled to use the means of protecting their rights provided for by the legislation of the Republic of Kazakhstan.

In particular, the consumer may apply:

• to the authorized body for consumer rights protection;
• to other government authorities within their competence;
• to entities providing pre-trial settlement of consumer disputes;
• to the court.

The authorized government body is:

The Consumer Rights Protection Committee of the Ministry of Trade and Integration of the Republic of Kazakhstan.

Up-to-date information is published on the official website of the government authorities of the Republic of Kazakhstan: gov.kz

Government authorities’ contact details may change, so it is recommended to check that they are up to date on gov.kz before contacting them.

To submit an official appeal to a government authority, the user may use the electronic channels provided by the state.

In particular, the eOtinish system is available for submitting appeals to government authorities of the Republic of Kazakhstan.

The current submission procedure is determined by the rules of the relevant government system.

If a dispute could not be settled and the parties are entitled to go to court, it is considered in accordance with the legislation of the Republic of Kazakhstan.

This Procedure does not limit a person’s right to judicial protection where such right is provided for by law.

For a commercial project between companies, a separate contract may establish a special procedure for:

• submitting claims;
• legally significant correspondence;
• response times;
• remedying defects;
• expert reviews;
• negotiations;
• jurisdiction;
• arbitration or mediation.

In such a case, this public document applies to the extent that it does not conflict with the relevant contract and mandatory legislation.

The right to submit inquiries must not be used for:

• threats;
• extortion;
• distribution of malicious code;
• attempts to gain unauthorized access;
• mass automated sending of messages;
• deliberately creating excessive load;
• disclosure of other people’s personal data without legal grounds.

A conflict with Gamechanger does not grant permission to attack the Company’s information systems.

An inquiry may be submitted in Russian or Kazakh.

Gamechanger reviews inquiries in accordance with the requirements of the legislation of the Republic of Kazakhstan on languages and consumer rights protection.

Gamechanger may amend this Procedure in the event of:

• changes in legislation;
• changes in contact details;
• changes in internal processes;
• the introduction of new communication channels;
• changes in the structure of its websites.

The current version is published on Gamechanger’s websites or on a single page accessible from the relevant websites.