C.5 Complaints Policy

PART C.5 — COMPLAINTS POLICY

This page forms part of Part C (ODIX Deposit by Card). It explains how the Complaints Policy of our card-purchase partner, a licensed on/off-ramp partner (the "Card Purchase Partner"), applies when you use Deposit by Card in the ODIX Pay App, and summarises its main points.

Important: this is a summary prepared by ODIX for your convenience. The legally binding document is the Card Purchase Partner's Complaints Policy, which is shown to you at checkout before you accept it and is available on request from support@odixpay.com. If this summary and the partner's document differ, the partner's document applies.

1. HOW THIS RELATES TO ODIX

ODIX makes Deposit by Card available in the ODIX Pay App. The service itself — the card payment, the exchange and the delivery of Digital Assets to your ODIX Wallet — is provided entirely by the Card Purchase Partner, which for customers in the United Kingdom and the European Economic Area is a company of its group established in the European Union.

Complaints about a card payment, a quote, the exchange, a refund or the delivery of Digital Assets are handled by the Card Purchase Partner under its Complaints Policy, because the Card Purchase Partner provides that service.

Complaints about the ODIX Pay App, your ODIX Wallet, or how Deposit by Card is presented in the App are handled by ODIX at support@odixpay.com. If you are not sure who to contact, write to us and we will point you in the right direction.

2. WHAT COUNTS AS A COMPLAINT

Any expression of dissatisfaction with a service of the Card Purchase Partner, its quality or the terms on which it is provided. Individuals, companies and other interested parties can complain, directly or through an authorised representative with proof of authority.

3. HOW TO COMPLAIN

Use the Card Purchase Partner's complaints form on its support portal or its complaints email address shown at checkout. Include your name, address and email, a description of the service, the dates and circumstances, any supporting documents and details of any loss you claim. Complaining is free.

4. TIMELINES

The Card Purchase Partner acknowledges your complaint no later than one business day after receiving it, with contact details and the expected timeframe. It aims to give a final response no later than fifteen business days after receipt. If it needs longer, it will tell you why and when to expect an answer.

5. IF YOU ARE NOT SATISFIED

In the EU you may contact the partner's national competent authority, the national consumer rights protection authority or the competent consumer dispute resolution body in the partner's EU country of establishment. In the United States you may contact the relevant state or federal consumer protection or financial regulatory authority.

6. LANGUAGE AND RECORDS

The Card Purchase Partner handles complaints in the languages it uses for marketing and in official languages of EU Member States where required. It keeps records of complaints as required by law and uses them to improve its services.

7. FULL DOCUMENT AND QUESTIONS

The complete Complaints Policy of the Card Purchase Partner is shown to you at checkout before you accept it and is available on request from support@odixpay.com. The Card Purchase Partner may update it at any time; the version it currently publishes is the one that applies.

Questions about the card-purchase service go to the Card Purchase Partner through the support channels shown at checkout, or via support@odixpay.com. Questions about the ODIX Pay App go to us at support@odixpay.com.