Legals

Complaints procedure

1. General provisions

1.1. This Complaints Procedure (“Procedure”) sets out the process for submitting, handling, and resolving complaints related to the services provided by Empresex.io, operated by Cloudpeak Systems s.r.o. (registration number 21721769), with its registered address at Na strži 1702/65, Nusle, 140 00 Praha 4, Prague, Czech Republic (“Company”).

1.2. The Company is committed to treating all complaints fairly, efficiently, and in accordance with applicable laws and regulations, including the General Data Protection Regulation (GDPR) and Czech financial services legislation.

1.3. This Procedure applies to all Users of the Company’s services, as defined in the Terms and Conditions, and outlines the steps for submitting and resolving complaints regarding any aspect of the Company’s operations, including but not limited to digital asset exchange, account management, and customer support.

2. Submitting a complaint

2.1. If you are dissatisfied with any aspect of the Company’s services, you may submit a complaint using any of the following methods:

  • By email: [email protected]
  • By postal mail: Na strži 1702/65, Nusle, 140 00 Praha 4, Prague, Czech Republic
  • Through the online complaint form available on the Company’s website

2.2. Complaints may be submitted in English. The Company may, at its discretion, accept complaints in other languages, but processing may be delayed if translation is required.

2.3. To facilitate prompt and effective handling, it is recommended that you use the following complaint form:

Recommended Complaint Form:

  • Full name
  • Contact details (email, phone, address)
  • Account number or user ID (if applicable)
  • Description of the issue, including relevant dates, transaction IDs, and any other pertinent information
  • Supporting documents or evidence (e.g., screenshots, correspondence, transaction records)
  • Preferred language for correspondence

2.4. The Company may request additional information or clarification if necessary to process your complaint.

3. Complaint handling process

3.1. Upon receiving your complaint, the Company will:

  • Acknowledge receipt within five (5) business days and provide you with a reference number for tracking.
  • Assign your complaint to a qualified staff member for impartial review.

3.2. The Company will conduct a thorough investigation, which may include:

  • Reviewing all information and evidence provided by you.
  • Examining relevant transaction records and system logs.
  • Consulting with relevant departments or third parties as necessary.
  • Requesting further clarification or additional supporting evidence from you, if required.

3.3. The Company will provide a written response within thirty (30) calendar days from the date of receipt of your complaint. If additional time is required due to the complexity of the issue or the need for further investigation, you will be informed of the reasons for the delay and the expected timeline for resolution.

3.4. If your complaint is found to be justified, the Company will take appropriate measures to address the issue and, where applicable, implement changes to prevent similar issues in the future.

4. Possible outcomes

4.1. After reviewing your complaint, the Company may:

- Accept the complaint and propose a resolution, which may include compensation, corrective action, or an apology.

- Reject the complaint, providing a clear and detailed explanation of the reasons for the decision.

- Request further clarification or additional supporting evidence from you.

4.2. If your complaint is found to be justified, the Company will take appropriate measures to address the issue and, where applicable, implement changes to prevent similar issues in the future.

5. Escalation process

5.1. If you are not satisfied with the Company’s response, you may request a further review by submitting a written appeal to [email protected] within fourteen (14) days of receiving the initial response.

5.2. Your appeal will be reviewed by a senior representative of the Company, and a final decision will be provided within thirty (30) days of receipt of the appeal.

5.3. If you remain dissatisfied with the final decision, you may seek external legal remedies or refer the matter to the appropriate regulatory authorities in the Czech Republic.

6. Confidentiality and data protection

6.1. The Company treats all complaints and related correspondence with the utmost confidentiality. Personal data provided in connection with a complaint will be processed in accordance with the Company’s [Privacy Policy](https://empresex.io/privacy-policy), the General Data Protection Regulation (GDPR), and other applicable data protection laws.

6.2. Data related to complaints will be retained for a minimum of five (5) years in compliance with GDPR and AML/CTF regulations. After this period, the data will be securely deleted or anonymized.

7. Final provisions

7.1. This Procedure is subject to periodic review and may be updated at the Company’s discretion to reflect changes in legal, regulatory, or operational requirements.

7.2. Users are encouraged to review this Procedure regularly to stay informed of any changes. The most current version will always be available on the Company’s website.

7.3. By using the Company’s services, you acknowledge and agree to this Complaints Procedure as an integral part of your contractual relationship with Cloudpeak Systems s.r.o.