Complaint Handling Procedure

1. Purpose

ZoneX AG is committed to providing high-quality services and addressing customer concerns promptly and fairly. This Complaint Handling Procedure outlines how we receive, investigate, and resolve complaints in accordance with Swiss law and best practices.

2. What Constitutes a Complaint

A complaint is a formal expression of dissatisfaction with our services, operations, or conduct, including but not limited to:

• Challenge account issues or rule enforcement
• Incentive-eligible account management or disbursements
• Technical platform problems
• Customer service quality
• Billing or payment disputes
• Privacy or data protection concerns
• Termination or suspension decisions

General inquiries, support requests, or information requests are not complaints and will be handled through normal customer service channels.

3. How to File a Complaint

3.1 Required Information

All complaints must be submitted in writing and include:

• Your full name and email address
• Account number or Challenge ID (if applicable)
• Clear description of the complaint
• Date(s) of the incident or issue
• Any relevant documentation (screenshots, emails, etc.)
• Desired resolution or outcome
• Contact information for follow-up

3.2 Submission Methods

3.3 Anonymous Complaints

We accept anonymous complaints, but this may limit our ability to investigate thoroughly or provide you with updates. We strongly encourage you to identify yourself to facilitate resolution.

4. Complaint Handling Process

5. Complex Complaints

Some complaints require more extensive investigation due to complexity, multiple issues, or need for external consultation. If your complaint falls into this category:

• We will notify you within 14 days of receipt
• Provide an explanation for the delay
• Give an updated timeline for resolution (not exceeding 60 business days total)
• Provide regular progress updates

6. Escalation Process

6.1 Internal Escalation

If you are dissatisfied with the initial resolution, you may request escalation to senior management:

• Submit your escalation request to legal@zonex.pro
• Include your original complaint reference number
• Explain why you are unsatisfied with the initial response
• Senior management will review within 14 business days

6.2 External Escalation

If internal escalation does not resolve your complaint to your satisfaction, you may pursue external options:

7. Complaint Resolution Outcomes

Possible outcomes of complaint investigations include:

• Complaint Upheld: We agree the complaint is valid and will take corrective action
• Partial Uphold: Some aspects of the complaint are valid; partial resolution offered
• Complaint Not Upheld: Investigation finds no error or breach of terms
• Resolved by Agreement: Mutual resolution reached during investigation

7.1 Remedies May Include

• Apology and explanation
• Correction of account or transaction errors
• Fee waivers or refunds (in exceptional circumstances)
• Account reinstatement (if wrongly terminated)
• Changes to policies or procedures
• Staff retraining
• Compensation (in rare cases of significant error causing demonstrable loss)

The remedy offered will be proportionate to the issue and in accordance with Swiss law and our Terms of Use.

8. Complaints We Cannot Address

We cannot investigate complaints about:

• Matters currently subject to legal proceedings
• Issues already resolved through our complaints procedure
• Complaints made more than 12 months after the incident (except in exceptional circumstances)
• Third-party services or exchanges we don't control
• Market conditions or cryptocurrency price movements
• Trading results or strategy performance (unless clear rule violation by ZoneX)
• Matters outside our control (exchange downtime, regulatory changes, etc.)

9. Vexatious or Abusive Complaints

ZoneX reserves the right to refuse to investigate complaints that are:

• Vexatious, frivolous, or made in bad faith
• Repetitive after a final decision has been communicated
• Abusive, threatening, or contain offensive language
• Clearly intended to harass staff or waste resources

We will notify you if we consider your complaint falls into these categories and explain the decision.

10. Record Keeping and Confidentiality

All complaints and related documentation are:

• Recorded in our complaints register
• Retained for a minimum of 5 years
• Treated as confidential
• Used for internal quality improvement and training
• Subject to our Privacy Policy

Complaint data may be shared with regulatory authorities if required by law.

11. Continuous Improvement

We analyze complaint trends to identify:

• Systemic issues requiring corrective action
• Process improvements
• Training needs
• Policy or procedure updates

Your feedback, even when critical, helps us improve our services.

12. Updates to This Procedure

This Complaint Handling Procedure may be updated to reflect regulatory changes or operational improvements. The current version is always available on our website.

13. Contact Information

To file a complaint or for questions about this procedure:

14. Your Rights

You have the right to:

• Make a complaint without fear of retaliation or account termination
• Receive a fair and impartial investigation
• Be kept informed throughout the process
• Receive a clear explanation of our decision
• Escalate your complaint internally and externally
• Seek legal advice or representation