If you’d like to submit a Complaint to Bitcan sp. z o. o., you will need to contact Customer Support and Complaints Department using guidelines below.
Information about the complaint
- Filing and handling of a complaint is free of charge.
- Complaints can be submitted through the form available on the website, via e-mail (support@ari10.com) or by postal mail. The use of the complaint template is not mandatory
for the processing of a complaint.
- For the complaint to be considered admissible, the following information must be provided:
- Full name of the complainant;
- Email address of the complainant;
- Wallet Address (if applicable);
- Wallet Address (if applicable);
- Specific demand of the complainant;
- Any relevant supporting documents or evidence needed in order to properly respond to a complaint, which may entail insofar not readily available to the Company:
- Proof of Payment (in PDF format) if the complaint pertains to a financial transaction;
- Transaction Hash, if the complaint involves a deposit or withdrawal of crypto-assets.
4. Timeline: The Company will provide a substantive response to the complaint within 30 days after
it is considered admissible by Customer Support and Complaints Department. In exceptional circumstances, where the response period is likely to exceed the stipulated time frame, the Company shall inform the complainant of the reasons for the delay and specify the new expected response date, which shall not exceed 60 days from the initial acceptance of the complaint.
