Complaints Procedure

1. How to complain

Email [email protected] with your account email, a description of the issue, the date, transaction ID (if any) and any screenshots.

2. Acknowledgement

Within 2 business days.

3. Investigation and final response

Within 15 business days. If more time is needed, we will tell you why and give a new date (no later than 35 business days).

4. Escalation

If you are not satisfied, reply asking for escalation and your complaint will be reviewed by management at [email protected].

5. Complaints are handled fairly, free of charge, and records are kept.