1. Our commitment
We want to resolve problems quickly and fairly. This policy explains how to make a complaint and what happens next.
2. How to complain
- Email: [email protected]
- Post: TokenPe, [US ADDRESS], Attention: Complaints
Please include:
- your name, company name and the email address on your account;
- a clear description of the issue and when it happened;
- relevant transaction IDs, transaction hashes, amounts and dates;
- what you would like us to do to resolve it;
- copies of any supporting documents.
3. What happens next
- Acknowledgement: we confirm receipt within 2 business days and give you a reference number.
- Investigation: a team member who was not involved in the issue reviews it. We may ask you for more information.
- Final response: we aim to send a written final response within 15 business days. If we need more time, we will tell you why and send a final response within 35 business days of receiving your complaint.
- Our final response explains our decision, the reasons for it, and any remedy we offer.
4. Escalation
If you are not satisfied with our final response, reply to it and ask for escalation. A senior manager will review the complaint and respond within 15 business days. You may also have the right to take the matter to the dispute resolution process in our Terms of Service, or to contact the relevant regulator.
5. Limits
We cannot reverse confirmed blockchain transactions. We may not be able to share some information, such as details of compliance reviews, where the law prohibits it.
6. Records
We keep a record of every complaint and its outcome, and review complaints regularly to improve our services.
7. Free of charge
Making a complaint is free.