1. INTRODUCTION:
This Dispute Resolution Policy (“Policy”) sets out the procedures and mechanisms for managing disputes between Hashtag Ltd (“we”, “our”, “the Company”) and customers who use our services in collaboration with regulated partners. The purpose is to ensure effective, fair and transparent resolution of disputes, in accordance with applicable regulations.
2. Goals:
The Policy aims to:
- Provide a clear mechanism for managing disputes.
- Ensure that customer issues are addressed promptly and fairly.
- Promote transparency and trust in our services.
3. Scope of Application:
This Policy applies to all disputes arising out of or in connection with the services provided by Hashtag Ltd. This includes:
- Disputes related to transaction errors.
- Disputes regarding access to or use of the Services.
- Issues related to possible violations of the terms and conditions.
4. Dispute Resolution Process:
4.1 Submission of a Complaint
Customers must file a formal complaint by sending an email to: complaints@hashtagwallets.com
The communication must include:
- Full name of the customer.
- Details of the transaction or service that is the subject of the dispute.
- Clear description of the problem.
- Any supporting documents.
4.2 Confirmation of Receipt
- Within 3 working days of receiving the complaint, our team will send a written confirmation to the customer.
- A unique reference number will be provided to track the status of your dispute.
4.3 Evaluation and Response
- Your complaint will be reviewed by our Compliance team within 15 business days.
- If necessary, additional information may be requested from the customer to facilitate the analysis.
- A written response will be sent to the customer with:
- A clear decision on the dispute.
- Details of corrective actions, if applicable.
4.4 Alternative Dispute Resolution (ADR)
- If the customer is not satisfied with the outcome, he/she has the right to request an alternative dispute resolution through an accredited third party.
- The Company will cooperate fully with the ADR entity to ensure an impartial resolution.
5. Escalation:
5.1 Arbitration
- If the dispute is not resolved through ADR, it may be submitted to arbitration, in accordance with applicable law.
- The arbitration will be conducted by an independent arbitrator appointed by a recognized organization.
5.2 Legal Appeal
- If all other remedies are exhausted, either the customer or the Company may apply to a competent court in the United Kingdom for final resolution of the dispute.
6. Key Principles:
6.1 Timeliness
- All disputes will be treated as a matter of urgency and resolved as quickly as possible.
6.2 Equity
- Disputes will be handled fairly, with the aim of reaching a balanced solution for both parties.
6.3 Transparency
- Customers will be informed of each step of the resolution process.
7. Recording and Monitoring:
- All disputes will be documented and archived for a minimum period of 5 years.
- The data collected will be used to improve our internal processes and prevent future disputes.
8. Contacts:
For further information or assistance:
- Compliance : complaints@hashtagwallets.com
- Customer Support : 1support@hashtagwallets.com
9. Policy Changes:
This Policy may be updated periodically in accordance with current regulations and operational needs.
Any substantial changes will be communicated to customers through our official website.