If something has gone wrong, we want to hear about it and fix it. This is how to raise a complaint with Cryptain and what you can expect from us.
1. How to complain
Email support@cryptain.net or open a ticket from your dashboard. Please include:
- your account email or the invoice link;
- what happened and when;
- any transaction hashes or screenshots;
- what you would like us to do.
If you paid a merchant and your complaint is about the goods or service you bought, please contact the merchant first. See Refunds and Cancellations.
2. What happens next
- We confirm we have received your complaint within 2 business days and tell you who is handling it.
- We look into it, which may include asking you or the merchant for information.
- We send you our answer in writing within 15 business days. If we need longer, we tell you why and when to expect it, and we aim to finish within 30 days.
Our answer explains what we found, what we will do and, if we cannot do what you asked, why not.
3. If you are not satisfied
Reply to our answer and ask for the complaint to be reviewed by a senior member of the team who was not involved. They will reply within 15 business days.
You may also have the right to go to court or to a consumer authority where you live.
4. Records
We keep a record of every complaint and use them to improve the Service. We never treat you differently because you complained.
Questions about this document? हमसे संपर्क करें.