Formal complaints
Tell us what went wrong
VisualizerApp is operated by a sole trader, so complaints are reviewed personally. This page explains what to send, what happens and where concerns can be raised.
How to raise a complaint
Email support@inline-computers.co.uk with Complaint in the subject line. You can use hello@visualizerapp.com if the first address is unavailable.
Include what happened, when it happened and, if possible, the version number shown at the top of the app’s left-hand menu. Please also include your browser and device, any relevant order or licence information, and the outcome you would like. Please avoid sending any pupil data, screenshots containing private data or other personal information unless this is necessary and permitted.
VisualizerApp is operated by M White trading as INLine Computers, so complaints are handled personally.
What happens next
- Aim to acknowledge a complaint within three working days.
- Send a full response within 14 days.
- If a technical or third-party investigation needs longer, an explanation will be given and a revised target date issued.
Payment, subscription or licence complaints
Lemon Squeezy handles paid checkout, tax, licence issuing and subscriptions as Merchant of Record. VisualizerApp will investigate its side of the issue and either resolve it or direct you to the appropriate Lemon Squeezy process as required.
Refund eligibility follows Lemon Squeezy's refund policy, our Terms of Use and applicable law. Include the order email or order number, but never send full card details.
Data-protection complaints
Privacy complaints are reviewed by M White, the person responsible for data protection. The Privacy Policy explains the information processed by the app, hosting and optional services.
If you remain dissatisfied, you can complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint/ or telephone 0303 123 1113.
ICO registration number: ZC094016.
Schools and organisation licences
Schools and organisations use the same route. Please include the organisation name and licence email so the relevant record can be located.