Last Updated: October 4th 2026
Welcome to the Games of Mad Hook (“Mad Hook” or “We”)[cite: 1]. These Terms and Conditions and any related policies and separate terms available at Mad Hook (“T&Cs”) apply to the use of all Platforms provided by Mad Hook including Games and applications developed and/or published by Mad Hook, Mad Hook’s webpages and other services available in Mad Hook’s Platforms (as defined below or next), such as applications or any social functions of the Games and Platform or any other services Mad Hook has attached these T&Cs to[cite: 1]. These T&Cs govern the relationship between you and Mad Hook regarding your use of the Platform and Games and the access of our Platform[cite: 1]. By accepting these T&Cs when prompted, or by otherwise downloading, installing, accessing or using the Platform or the Games, you agree to be bound by these T&Cs[cite: 1].
Your access to our Platform and use of the Games and applications are also subject to Mad Hook’s other relevant policies, which are incorporated herein by reference[cite: 1]. Our Privacy Policy explains how we handle your Personal Data and should be read together with these T&Cs[cite: 1]. These T&Cs affect your legal rights and obligations[cite: 1]. If you do not agree to these T&Cs, you should not use the Platform[cite: 1].
By accessing the Platform, you expressly and unreservedly accept these T&Cs and confirm that you are eligible to use the Platform and you also undertake to respect them[cite: 1].
Nothing in these T&Cs affects any rights you have as a Consumer under the mandatory laws of the country where you live, which cannot be excluded or limited by contract[cite: 1]. If any part of these T&Cs conflicts with those rights, those rights will prevail[cite: 1].
Unless otherwise indicated and for the purpose of the T&Cs and wherever the context so requires, the following terms shall have the following meanings[cite: 1]:
“You” and “Your” shall refer to any visitor, user or person who accesses to, or uses the Platform in any manner whatsoever[cite: 1].
“We”, “Us”, “Our” and “Mad Hook” refer to Mad Hook LLC, as described in the “Legal Information” section below[cite: 1].
“Platform” shall refer to any platform(s), web page(s), applications and Games owned by or operated by Mad Hook, unless otherwise indicated[cite: 1].
“Game” means each game proposed, developed, generated, operated and provided by Mad Hook including Games and Applications for mobile phones or any other applicable platforms and/or devices, current and future executable program code, associated databases, data, text, graphic, sound and video files, and documentation (if any)[cite: 1]. Only games which have been developed and accepted by Mad Hook shall be referred to as a “Game” under these T&Cs[cite: 1].
“Personal Data” has the meaning given to “Personal Information” in our Privacy Policy[cite: 1].
“Content(s)” shall refer to any or all information, products, services, items, materials, promotional programs, games, pictures, images, videos, featured articles, texts, ads, messages, numbers and all components relevant to the subject matter of these T&Cs in whatever format or type, whether such Content is provided by You, other users, third party, and/or Mad Hook[cite: 1].
“Consumer” means an individual who uses the Platform for purposes that are wholly or mainly outside their trade, business, craft or profession[cite: 1].
“User Content” means any Content that you or other users submit, post, upload or share through the Platform, including through in-game chat or other social features[cite: 1].
“Virtual Items” has the meaning given to it in the “Game Currencies” section[cite: 1].
By using, visiting and accessing our Platform You agree that You have read, understood and agree to be bound by these T&Cs[cite: 1]. If You do not wish to be bound by these T&Cs, You are kindly requested to immediately refrain from using Our Platform[cite: 1]. In addition, by accessing, using Our Platform, You agree to fully comply with all the T&Cs stipulated herein in conjunction with the laws and regulations that apply to You, including those of the Hashemite Kingdom of Jordan and of the country from which You access the Platform[cite: 1].
Although we provide rules for user conduct, We do not control or direct user’s actions and We are not responsible for the contents or information users or any Third-Party may transmit or share[cite: 1]. However, we will act on reports of illegal content as described in the “User Content and Conduct” section below[cite: 1]. By using Mad Hook, You acknowledge and agree that You may be exposed to Content that is inaccurate, misleading or otherwise objectionable[cite: 1]. You are responsible for and must evaluate all risks associated with, the use of any Content[cite: 1]. You should not rely on said content and subject to the “Liability, Third-Party and Force Majeure” section and our obligations under applicable law, Mad Hook will not be liable for any loss or damage incurred as a result of using, browsing or reading any Content listed, emailed or otherwise made available via the Platform, and We are not responsible for the completeness of any transaction related to our Platform[cite: 1]. In addition, Mad Hook does not endorse any Content or any opinion, statements, recommendation and, subject to the “Liability, Third-Party and Force Majeure” section, is not liable for User Content[cite: 1].
These T&Cs constitute a contract between You and Mad Hook, and apply to all users of this Platform[cite: 1]. Any person or entity using this Platform must comply with these T&Cs[cite: 1].
You must be at least thirteen (13) years old, or any higher minimum age that applies in your country (for example, up to sixteen (16) in some EU countries), to use the Platform[cite: 1]. Our Games are not intended for children below that age, as explained in our Privacy Policy[cite: 1].
If you are under eighteen (18) years old, or under the age of majority where you live, you may only use the Platform and make purchases with the permission and under the supervision of your parent or legal guardian[cite: 1]. Your parent or legal guardian accepts these T&Cs on your behalf and is responsible for your use of the Platform, including any purchases you make[cite: 1].
Parents and guardians: most devices and app stores allow you to require a password or other approval before in-app purchases are made, and to set spending limits[cite: 1]. We strongly recommend that you use these controls[cite: 1]. If a child has made a purchase without your permission, please contact us or the relevant app store to request a refund[cite: 1].
We may change these T&Cs from time to time for a valid reason, such as a change in the law, a change to our Games or services, or to address a security issue[cite: 1]. If a change materially affects your rights or obligations, we will notify you through the Platform or by email at least thirty (30) days before it takes effect, unless the change is required sooner by law or is needed to address a security threat[cite: 1]. The notice will explain the change and when it takes effect[cite: 1]. If you do not agree with a change, you may stop using the Platform and close your account at any time before the change takes effect[cite: 1]. Where a change negatively affects your access to or use of Virtual Items or other digital content you have paid for, and applicable law gives you the right to end the contract as a result, you may do so free of charge and we will provide any refund required by law[cite: 1]. If you continue to use the Platform after a change takes effect, the updated T&Cs will apply to you[cite: 1].
The website “www.madhook.io” and all the related Platform(s) is owned by Mad Hook for Software LLC, [شركة الرمية الملتهبة للبرمجيات], a Limited Liability Company incorporated in the Hashemite Kingdom of Jordan and registered with the Companies Control Department under number 54927, with its registered address at Building No.4, Al Istiqrar St – Behind Mercedes Company, Amman, Jordan[cite: 1]. You can contact us at support@madhook.io[cite: 1].
The hosting service provider for the Platform is Weebly.com[cite: 1].
All Content(s), materials on the Platform, other than user contents/Personal Data and/or third-party Content, as the case may be, including without limitations, the Platform, games, texts, software, scripts, graphics, photos, sounds, music, videos, interactive features, trademarks, logos contained therein, are the sole property of Mad Hook or its affiliated companies, licensed by Mad Hook or used with permission by Mad Hook and is protected by the applicable laws[cite: 1]. Nothing herein, shall be construed to grant you any rights in relation to such content and in no event, must be used, copied, reproduced, transmitted, sold, licensed, or otherwise exploited without obtaining a prior written consent of Mad Hook[cite: 1].
You shall be solely responsible for your Personal Data and any content that you transmit, publish, upload, email or otherwise make available through Mad Hook[cite: 1]. More specifically, You are responsible for each individual item of content that you make available via the Platform[cite: 1]. Therefore, You acknowledge, warrant and affirm that You have all necessary permissions, licenses and rights to use such content[cite: 1]. Mad Hook may store user content, details and Personal Data only for as long as necessary for the purposes described in, and in accordance with, our Privacy Policy[cite: 1]. However, Mad Hook has no obligation to store user content or make it available to You in the future[cite: 1].
By making any User Content available through the Platform, you grant Mad Hook a non-exclusive, worldwide, royalty-free license to host, store, reproduce, display and transmit that User Content, only for the purpose of operating and providing the Platform[cite: 1]. This license ends when you delete the User Content or your account, except for User Content that other users have already shared or that we are required to keep by law[cite: 1].
You acknowledge and agree that Mad Hook does not permit, authorize or condone and hereby expressly prohibits user from accessing or using the Platform in a manner that infringes, or is likely to infringe, the intellectual property rights (all industrial, commercial and intellectual property rights - including equivalent, neighboring or proximate rights anywhere in the world that currently exist or are recognized in the future), or any other rights or privileges, of any person anywhere in the world[cite: 1].
You acknowledge and agree that Mad Hook has the right, at its sole discretion, to modify and amend the Content and the Platform features from time to time and, for minor changes, without notifying You[cite: 1]. However, where a change materially and negatively affects your access to or use of Virtual Items or other digital content you have paid for, we will notify you in advance and you will have the rights described in the “Amendments of the T&Cs” section[cite: 1].
Subject to our obligations under applicable law, including our obligations to act on reports of illegal content, Mad Hook is not responsible for third-party content available on its Platform[cite: 1].
The Platform and all the Content available thereunder is the sole and exclusive property of Mad Hook, notably including the Platform content, namely text, logos, images, and other distinctive signs[cite: 1]. You hereby undertake not to harm, directly or indirectly via the intermediary of a third party, the intellectual property rights of Mad Hook over the Platform[cite: 1]. You agree not to reproduce any element of the Platform, or to republish, sell, rent, sub-license, duplicate, copy or redistribute any content from the Platform, by any means whatsoever, in any form whatsoever and on any medium whatsoever, without the prior consent of Mad Hook[cite: 1].
When using the Platform, including any in-game chat, messaging or other social features, you must not[cite: 1]:
Reporting: You can report content or behavior that you believe is illegal or breaks these T&Cs using the in-game reporting tool or by emailing support@madhook.io[cite: 1]. Please explain why you believe the content is illegal or in breach of these T&Cs, and where it can be found[cite: 1]. We will review reports in a timely, diligent and objective manner and let you know the outcome[cite: 1].
Moderation: To keep the Platform safe, we may review, restrict, remove or refuse to display User Content, and may suspend or terminate accounts, where content or behavior is illegal or breaks these T&Cs[cite: 1]. We use human moderators, automated filters, and user reports to identify such content[cite: 1]. Where we take action against your content or account, we will tell you what we did and why, unless the law or an order of a competent authority prevents us[cite: 1]. You may complain about our decision by contacting us at support@madhook.io, and if we find that our decision was wrong, we will reverse it without undue delay[cite: 1].
Authorities: We may preserve, disclose or remove content, and provide information about users, where we are required to do so by law or by an order of a competent authority, including orders issued under the Jordanian Cybercrime Law No. (17) of 2023, and we may report illegal content to the competent authorities[cite: 1].
EU and UK users: Our single point of contact for users and authorities under the EU Digital Services Act is support@madhook.io[cite: 1]. Users in the UK may also complain to us about content, about any action we take against content or accounts, or about our compliance with our duties under the Online Safety Act 2023, using the same contact details[cite: 1].
Pursuant to legislative provisions, Personal Data processing undertaken on the basis of information collected directly or via the intermediary of cookies, from Platform users by Mad Hook, is described in our Privacy Policy[cite: 1].
Your rights in relation to your Personal Data, and how to exercise them, depend on where you live and are described in our Privacy Policy[cite: 1].
To exercise these rights, please send us an email to: support@madhook.io[cite: 1].
There is never any requirement to make any purchase of any kind to use the Platform[cite: 1]. The Platform may include an opportunity to earn or purchase virtual, in-game currency, including but not limited to virtual coins, diamonds, points, credits, and/or bonuses all for use in the Games (“Coins”) or virtual in-game items or collections (together with the Coins, “Virtual Items”)[cite: 1]. A certain number of Virtual Items will be made available to you to collect when you access the Platform for the first time and later through certain features inside the Platform[cite: 1]. If you exhaust your supply of Coins or other Virtual Items, you may elect to purchase additional Virtual Items and continue to play the games through the Platform or you may wait until additional free Coins or other Virtual Items are available to you[cite: 1]. Coins and other Virtual Items are licensed to you by us for your use through the Platform, subject to the limitations and other terms set out in greater detail below[cite: 1].
Important: when you “buy” Virtual Items, you receive a limited license to use them in our Games, not ownership of them[cite: 1]. Your license may end in the circumstances described in these T&Cs, for example if your account is terminated for a serious breach of these T&Cs or if a Game is discontinued[cite: 1].
If you wish to purchase Coins or other Virtual Items, you will be required to pay a fee using “real world” money to obtain the Virtual Items[cite: 1]. Before you complete a purchase, the total price will be shown in real-world currency, including any applicable taxes[cite: 1].
Your purchase of Virtual Items is not transferable or exchangeable, except at Mad Hook’s sole discretion[cite: 1].
You understand that you have no right or title in the Virtual Items appearing or originating in any Mad Hook game, whether “awarded” in a game or “purchased” from Mad Hook, or any other attributes associated with an account or stored on the Platform[cite: 1].
You may not transfer, purchase, sell, acquire, or exchange Virtual Items outside the Platform, or attempt to sell, give or trade in the "real world" anything that appears or originates in the Platform unless otherwise expressly authorized by Mad Hook in writing[cite: 1]. We won't recognize those transfers as legitimate[cite: 1]. Accordingly, you may not sublicense, trade, sell or attempt to sell in-game Virtual Items for “real” money, or exchange Virtual Items for value of any kind outside of a game, without Mad Hook’s written permission[cite: 1]. Doing so is a violation of these T&Cs and may result in termination of your access to the Platform and/or legal action taken against you, any such transfer or attempted transfer is prohibited and void[cite: 1]. Other than a limited, personal, revocable, non-transferable, non-sublicensable license to use the Virtual Items with the Platform, you have no right or title in or to any such Virtual Items appearing or originating with the Platform, or any other attributes associated with use of the Platform or stored within the Platform[cite: 1].
Virtual Items may only be held by legal residents of countries where access to and use of the Platform are permitted[cite: 1]. Virtual Items may only be purchased or acquired from us and through means we provide on the applicable Platform or otherwise expressly authorize[cite: 1]. Mad Hook does not recognize any purchases or transfers made outside of the Platform on any other platform or e-commerce website, and shall not be liable for any claims or damages caused to the Users with respect to Virtual Items purchased or obtained from third parties, and not through the means provided within the game[cite: 1]. We reserve the right to refuse your request to purchase and/or acquire Virtual Items for any reason or revise the future pricing for the Virtual Items at any time[cite: 1].
Virtual Items purchased in our games via application stores or platforms such as but not limited to Facebook, Apple iOS, or Android will be subject to those platforms' payment terms and conditions[cite: 1]. Mad Hook does not control how you can pay on those platforms and shall not be liable for processing the payment by such third parties[cite: 1]. Please review those platforms' terms of service for additional information[cite: 1]. Your order for Virtual Items will represent an offer to us to obtain a limited license for the relevant service(s) or virtual in-game item(s) which will be accepted by us when we make the Virtual Items available in your account for you to use in our games[cite: 1]. Your limited license to Virtual Items for use in Mad Hook games is a service provided by Mad Hook that starts when we make the Virtual Items available in your account for you to use in our games[cite: 1].
If you are a Consumer in the EU or the UK, you normally have the right to cancel a purchase of digital content within fourteen (14) days[cite: 1]. However, because Virtual Items are made available to you immediately, you will be asked at the time of purchase to expressly agree that they are made available straight away and to acknowledge that you will lose your right to cancel once this happens[cite: 1]. We will confirm your agreement and acknowledgment in the purchase confirmation[cite: 1]. If you do not give this agreement and acknowledgment, you may cancel your purchase within fourteen (14) days[cite: 1]. Where you make a purchase through an app store, that app store’s cancellation process applies[cite: 1].
When you get a limited license to use Virtual Items, they will reside in your account until discharged through use of the Platform[cite: 1]. When purchasing Virtual Items or other content as may be made available, you agree to pay the applicable charges for your purchase, including applicable taxes, using a valid charge card or other payment method as may be accepted in accordance with the billing terms and prices in effect at the time the fee or charge becomes payable[cite: 1].
If you are charged for items you did not purchase, or you did not receive the items you purchased, or you were charged an incorrect amount, you may request a refund or correction in accordance with payment provider policy[cite: 1]. This does not affect your statutory rights[cite: 1]. If Virtual Items or other digital content you have paid for are faulty, not as described or not supplied, you may be entitled under the consumer laws of your country to have them repaired or replaced, or to a price reduction or refund[cite: 1]. For example, in Jordan you have rights under the Consumer Protection Law No. (7) of 2017, in the UK under the Consumer Rights Act 2015, and in the EU under the national laws implementing Directive (EU) 2019/770[cite: 1].
You are responsible for all reversals, charge-backs, claims, fees, fines, penalties and other liability incurred by us (including costs and related expenses) that were caused by or arising out of payments that you authorized or accepted, except where the reversal or charge-back relates to a charge you did not authorize or to an error on our part[cite: 1]. We will not restrict your access to the Platform, or to Virtual Items you have validly paid for, merely because you have disputed a charge in good faith[cite: 1].
Coins in the game are only a counting unit for the extent of use of the game (e.g., number of game actions that can be triggered, type and number of unlockable levels, etc.) and are not subject to exchange rates with real means of payment[cite: 1].
You may stop using the Platform and delete your account at any time through the settings menu in the Game or by contacting us at support@madhook.io[cite: 1].
We may suspend or terminate your access to the Platform or to any Game, or remove Virtual Items obtained through cheating, fraud or other breach of these T&Cs, if you seriously or repeatedly breach these T&Cs, if we are required to do so by law, or where necessary to protect other users or the security of the Platform[cite: 1]. Unless the law or the urgency of the situation prevents us, we will tell you in advance, explain our reasons and give you an opportunity to respond[cite: 1]. If your account is terminated because of a serious breach of these T&Cs, you will lose access to your Virtual Items, subject to any rights you have under applicable law[cite: 1].
We may decide to stop offering a Game or feature[cite: 1]. If we do, we will give you at least sixty (60) days’ notice where this affects Virtual Items you have paid for and, where required by applicable law, refund you for paid Virtual Items that you have not been able to use[cite: 1].
Our Privacy Policy explains which cookies we use and how you can manage them[cite: 1].
We employ the use of cookies[cite: 1]. Where required by law, including in the EU and the UK, we will ask for your consent before placing non-essential cookies on your device, and you can change your choices at any time[cite: 1].
Most interactive Platforms use cookies to let us retrieve the user’s details for each visit[cite: 1]. Cookies are used by our Platform to enable the functionality of certain areas to make it easier for people visiting our Platform[cite: 1]. Some of our affiliate/advertising partners may also use cookies[cite: 1].
Madhook.io offers hypertext links to websites edited and/or managed by third parties[cite: 1]. Insofar as no control is exercised over these external resources, you acknowledge that Mad Hook does not accept any liability pertaining to provision of these resources, and may not be held liable as to their content[cite: 1].
Therefore, Mad Hook makes no warranties or guarantees as to the accuracy and authenticity of Third Party Contents provided by any Third-Party or user and shall not be liable or responsible thereof, without limitations, for any loss, damages or otherwise You may endure for accessing any Third-Party Content or using and relying on such contents[cite: 1]. If You link to and/or use any Third-Party links, Platform(s), application or otherwise, You agree to do so at your own risk and you acknowledge that when You use Third Party Content, their own terms and privacy policies will govern this[cite: 1].
Nothing in these T&Cs excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) our gross negligence or willful misconduct; or (d) any other liability that cannot be excluded or limited under the law that applies to you, including your statutory rights as a Consumer[cite: 1].
The Platform is accessible online 24/7, except in any case of force majeure, any event outside the control of Mad Hook and/or the Platform host, and any breakdowns or maintenance required for proper operation of the Platform[cite: 1]. Subject to your statutory rights, these will not lead to any compensation[cite: 1]. You confirm that you are aware and accept the characteristics and limits of information transfer online, as well as costs pertaining to connection to the internet[cite: 1]. Mad Hook reserves the right, subject to the “Amendments of the T&Cs” section, to amend the Platform in whole or in part at any time as well as its presentation or medium and to interrupt or update the Platform without notice[cite: 1]. To the extent permitted by applicable law, Mad Hook will not be liable for any indirect, incidental, special or consequential damages suffered by yourself or any third party, resulting directly or indirectly from access and use of the Platform or inability to access and use the Platform[cite: 1]. In all instances, the liability of Mad Hook, in such instance as it is incurred, will be limited to the direct prejudice suffered with the exclusion of any indirect prejudice, of any nature whatsoever, such as notably loss of data, loss of opportunities, of profits or operation, or any other financial loss resulting from use or impossibility to use the Platform[cite: 1].
If you are a Consumer in the UK or the EU, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these T&Cs or our failure to use reasonable care and skill[cite: 1]. If defective digital content that we have supplied damages a device or digital content belonging to you, and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation[cite: 1].
Subject to the paragraphs above, our total liability to you in connection with the Platform will not exceed the greater of (a) the total amount you paid to us in the twelve (12) months before the event giving rise to the claim, and (b) USD 100[cite: 1].
To the extent permitted by applicable law, you agree to defend, indemnify, and hold Mad Hook, its officers, subsidiaries, affiliates, successors, directors and employees harmless from and against any and all claims, damages, obligations, losses, liabilities, costs, debt or expenses (including legal fees) arising out of, in connection with or related to[cite: 1]:
This indemnity applies only where the claim results from your breach of these T&Cs or the law, or from your negligence or willful misconduct[cite: 1]. If you are a Consumer in the EU or the UK, this indemnity does not apply, but you remain responsible under the law for any loss you cause[cite: 1].
TO THE EXTENT PERMITTED BY APPLICABLE LAW, THE PLATFORM, THE GAMES AND ALL CONTENT ARE PROVIDED “AS IS” AND “AS AVAILABLE”, AND MAD HOOK DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT[cite: 1]. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO SOME OF THESE EXCLUSIONS MAY NOT APPLY TO YOU[cite: 1]. THIS SECTION DOES NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER, INCLUDING YOUR RIGHTS WHERE DIGITAL CONTENT IS FAULTY OR NOT AS DESCRIBED[cite: 1].
Nothing in these T&Cs shall or may be construed as a representation or warranty by Mad Hook that the functionality or operation of the Platform and/or the Games will meet your requirements, be uninterrupted or free of errors and inaccuracies, or operate in the configuration or with the hardware or software used by You[cite: 1].
By using Mad Hook and its Platform, You acknowledge and agree that certain features of the Platform may require You to download content, software and/or agree to additional terms and conditions[cite: 1]. In addition, You acknowledge and agree that we may make any inquiries that We consider necessary, either directly or through third parties, concerning your identity in accordance with our Privacy Policy and applicable data protection laws[cite: 1].
We respect Your privacy and have developed a detailed Privacy Policy, which explains how we handle the information obtained from users and should be read together with these T&Cs[cite: 1]. Please read it carefully[cite: 1]. Where we rely on your consent to process your Personal Data, we will ask for it separately; accepting these T&Cs does not in itself amount to that consent[cite: 1].
If you downloaded a Game from the Apple App Store[cite: 1]:
If you downloaded a Game from Google Play or another app store, that store’s terms also apply to your download and any purchases made through it, and these T&Cs are between you and Mad Hook only[cite: 1].
These T&Cs shall be governed by and construed in accordance with the applicable laws of the Hashemite Kingdom of Jordan[cite: 1]. Any dispute, controversy or claim arising out of, or relating to or in connection with interpretation, implementation and enforcement of these Terms and Conditions shall be referred to the exclusive jurisdiction of the competent courts of Amman, Hashemite Kingdom of Jordan[cite: 1].
If you are a Consumer, this choice of law does not deprive you of the protection of the mandatory laws of the country where you habitually reside, and you may also bring proceedings in the courts of the country where you live[cite: 1]. If you are a Consumer in the EU or the UK, we may only bring proceedings against you in the courts of the country where you live[cite: 1].
Before bringing any claim, we encourage you to contact us at support@madhook.io so that we can try to resolve the issue informally[cite: 1]. We will acknowledge your complaint within five (5) business days and aim to resolve it within thirty (30) days[cite: 1].