CryptoPAYR Limited is committed to handling complaints fairly, promptly and consistently. This policy explains how to raise a complaint about the CryptoPayr Services and how we will deal with it.
How to complain
Please contact us at [email protected], or by post at CryptoPAYR Limited, Cayman Corporate Centre, Office 2852, George Town, Grand Cayman, Cayman Islands, marking your message "Complaint". Tell us your name and account details, what happened and when, and the outcome you are seeking. The more detail you provide, the better we can investigate.
How we handle complaints
We will acknowledge your complaint promptly, normally within five business days, and investigate it fairly and impartially. We aim to issue a final response as soon as reasonably possible, and ordinarily within eight weeks of receiving the complaint. If we need longer, we will tell you why and when you can expect a response.
Our response
Our final response will explain the outcome of our investigation, any action we will take, and the reasons for our decision. Where we have made an error, we will seek to put it right.
Escalation
If you remain dissatisfied after our final response, you may be entitled to escalate the matter to the Cayman Islands Monetary Authority (CIMA). Our regulatory status is set out in our Imprint. Nothing in this policy affects any legal rights you may have.
Records
We keep records of complaints and their outcomes for the period required by law and use them to improve our Services.
Contact
Questions about this policy? Contact us at [email protected] or by post at CryptoPAYR Limited, Cayman Corporate Centre, Office 2852, George Town, Grand Cayman, Cayman Islands.