Legal

Complaints Policy

Last reviewed — July 2026

VaultaPay Complaints Policy

1. Introduction

VaultaPay Solutions FZC LLC ("VaultaPay", "we", "our" or "us") is committed to providing high standards of customer service.

If you are dissatisfied with any aspect of our Services, we encourage you to tell us so that we have the opportunity to investigate and, where appropriate, resolve the matter promptly and fairly.

This Complaints Policy forms part of the legal documentation governing your use of the VaultaPay platform and should be read together with our:

  • Terms & Conditions
  • Privacy Policy
  • Cookie Policy
  • Risk Disclosure
  • AML & KYC Notice

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

  • our Services;
  • customer support;
  • onboarding;
  • account administration;
  • payment processing;
  • currency exchange;
  • digital asset services;
  • communication;
  • website functionality;
  • any action or omission by VaultaPay.

A complaint may be submitted by an individual customer, business customer or an authorised representative.

3. How to Submit a Complaint

Complaints should be submitted in writing using one of the following methods.

Email

support@vaulta-pay.com

Postal Address

VaultaPay Solutions FZC LLC

Floor 26
Amber Gem Tower
Sheikh Khalifa Street
Ajman
United Arab Emirates

To help us investigate efficiently, please include:

  • your full name;
  • company name (if applicable);
  • registered email address;
  • account reference (if available);
  • description of the issue;
  • dates and times where relevant;
  • transaction references where applicable;
  • copies of supporting documents.

4. Acknowledgement

We aim to acknowledge receipt of your complaint within five (5) Business Days.

The acknowledgement may include:

  • confirmation that the complaint has been received;
  • a reference number;
  • the name or team responsible for the investigation;
  • details of any additional information required.

5. Investigation

Each complaint is reviewed individually.

Depending on its nature, the investigation may include:

  • reviewing account activity;
  • reviewing communications;
  • examining transaction records;
  • consulting operational teams;
  • obtaining information from relevant service providers;
  • requesting additional information from you.

We may contact you during the investigation if further clarification or documentation is required.

6. Resolution Time

We aim to provide a final written response within fifteen (15) Business Days of receiving all information reasonably required to investigate the complaint.

Where additional time is needed due to the complexity of the matter, we will keep you informed of the progress and provide an updated estimated timeframe.

7. Outcomes

Following our investigation, we may:

  • explain the circumstances giving rise to the complaint;
  • clarify our policies or procedures;
  • apologise where appropriate;
  • correct administrative or operational errors;
  • implement remedial measures where appropriate;
  • reject the complaint where we reasonably conclude that our actions were consistent with our contractual and legal obligations.

Any corrective action will be considered based on the specific facts and circumstances of each case.

8. Customer Responsibilities

To assist us in resolving complaints efficiently, customers should:

  • provide accurate and complete information;
  • respond promptly to requests for additional documentation;
  • keep contact details up to date;
  • submit complaints as soon as reasonably practicable after becoming aware of the issue.

Delays in providing information may affect the time required to complete the investigation.

9. Complaints Relating to Transactions

Where a complaint relates to a payment, currency exchange or digital asset transaction, customers should include:

  • transaction reference number;
  • date and time of the transaction;
  • amount and currency;
  • beneficiary details (where applicable);
  • wallet address (where applicable);
  • a description of the issue.

This information helps us investigate the matter more efficiently.

10. Abuse of the Complaints Process

VaultaPay reserves the right to decline to investigate complaints that are:

  • abusive or threatening in nature;
  • repetitive without new information;
  • knowingly false or misleading;
  • unrelated to the Services;
  • submitted for improper purposes.

This does not affect a customer's right to raise legitimate concerns.

11. Continuous Improvement

Complaints are reviewed collectively to help identify opportunities to improve:

  • customer experience;
  • operational processes;
  • communication;
  • platform functionality;
  • internal procedures;
  • staff training.

Our objective is to continually enhance the quality and reliability of our Services.

12. Contact Information

If you have any questions regarding this Complaints Policy, please contact:

VaultaPay Solutions FZC LLC

Floor 26
Amber Gem Tower
Sheikh Khalifa Street
Ajman
United Arab Emirates

Email: support@vaulta-pay.com

13. Changes to this Policy

VaultaPay may amend this Complaints Policy from time to time to reflect:

  • operational improvements;
  • legal developments;
  • changes to our Services;
  • updates to internal procedures.

The latest version will be published on our website together with its effective date.

14. Regulatory Information

VaultaPay operates through the financial infrastructure of Swiss Fiat AG.

Swiss Fiat AG is incorporated in Switzerland with its registered office at Alpenstrasse 1, 6004 Lucerne, Switzerland, and is registered under company number CHE-311.324.141.

Swiss Fiat AG is affiliated with SO-FIT – Organisme de Surveillance pour Intermédiaires Financiers & Trustees (Affiliation No. 1524) as a financial intermediary in accordance with the Swiss Anti-Money Laundering Act (AMLA). SO-FIT is a self-regulatory organisation recognised by the Swiss Financial Market Supervisory Authority (FINMA).

© 2026 Swiss Fiat AG. All rights reserved.