Complaints Handling Policy

1. Right to Submit a Complaint

Any client or third party may submit a complaint regarding:

• the provision or non-provision of crypto-asset services;
• transactions or operational issues;
• actions or omissions by employees or partners of the Company.

Complaints may be submitted free of charge at any time.

2. How to Submit a Complaint

Complaints can be submitted through any of the following channels:

• Email: complaints@go28.io
• Website: via the official website of the Company
• Post: 77 Hristo Botev Blvd., Floor 1, Apt. 1, Sofia 1303, Bulgaria
• In person: at the Company's office or via an authorized representative

Complaints may be submitted in:

• Bulgarian
• English
• or any official language of the European Union where the Company provides or intends to provide services.

3. Complaint Form

For convenience, the Company provides a standard complaint form available on its website and at its office.

The use of the form is not mandatory but is recommended to ensure faster and more efficient processing.

4. Complaint Handling Process

Upon receipt of a complaint:

• The complaint is registered and assigned a unique reference number
• A confirmation of receipt is provided within 5 (five) business days
• The complaint is reviewed objectively and fairly by the responsible department

The Company will provide a final response:

• within 15 (fifteen) business days for clients;
• within 30 (thirty) days for third parties.

If additional time is required, the complainant will be informed accordingly.

5. Further Rights

If you are not satisfied with the outcome of your complaint, you may refer the matter to the competent authorities or seek legal remedies in accordance with applicable law.

6. Availability of Information

Information regarding the complaint process, including the right to submit complaints free of charge, is permanently available on the Company's website.

This information may also be provided on a durable medium upon request.