You may submit a complaint free of charge. Plumex provides a single entry point, but the provider responsible for the affected service investigates and owns the relevant outcome.

1. Purpose and scope

1.1 This Policy applies to complaints about the Plumex Platform, Custody Service provided by Plum Global, Exchange/Fiat Services provided by IPI and the technical verification/routing experience supported by LMLP.

1.2 A complaint is an expression of dissatisfaction about a service, decision, delay, error, fee, restriction, communication, conduct or outcome where you request an explanation, correction, remedy or review. Complaint submission is free and does not limit urgent rights with a bank, payment provider, police or other authority.

2. How to submit a complaint

2.1 Submit to complaints@plumex.io, through in-App support where available, or in writing to the responsible provider. Use the subject “Complaint” and identify the relevant service if known.

2.2 Complaints may be submitted in English or Ukrainian and may be made through an authorised representative. Do not send passwords, private keys, seed phrases, one-time codes or full card-security data.

3. Urgent fraud, security and payment issues

3.1 For account takeover, phishing, unauthorised payment, compromised credentials or an active scam, contact support@plumex.io without undue delay and use “URGENT SECURITY”. Where applicable, also contact your bank/card issuer/wallet provider immediately.

3.2 An urgent report may be triaged separately while a complaint is opened in parallel. A complaint does not automatically stop a blockchain transaction, payment, legal hold, sanctions control or security/compliance review.

4. Provider and issue routing

4.1 Plumex support is a single entry point and may route the complaint and relevant evidence. Routing does not transfer legal responsibility from the provider that supplied the affected service.

5. Information to include

• Your name and account email/identifier; relevant provider/service; transaction/order/custody/support reference; date; amount/asset/currency; network/bank reference where relevant.

• A clear description of what happened, when you became aware of it, why you are dissatisfied and the outcome requested.

• Relevant documents/screenshots/correspondence, with authentication secrets and unnecessary personal data removed.

6. Handling process and target times

6.1 Mandatory shorter or otherwise different statutory periods prevail. Third-party or authority information may extend the investigation, but an interim update will be provided where practicable and lawful.

7. Investigation standards

7.1 Complaints are handled fairly, objectively, consistently, confidentially and proportionately. Relevant evidence is considered whether it supports the user or provider. Material conflicts of interest should be avoided.

7.2 Automated risk/transaction outputs may be considered, but material adverse outcomes receive human review where required by law, provider policy or the nature of the issue.

8. Final response

8.1 A final response ordinarily identifies the complaint, material facts, responsible provider, findings, reasons, whether it is upheld, remedy/corrective action and available escalation. Information may be withheld where disclosure would breach law, AML/sanctions restrictions, security, confidentiality, privilege or another person’s rights.

9. Outcomes and remedies

9.1 Depending on facts and law, outcomes may include explanation, record correction, access restoration, transaction trace/reprocessing, restriction release, fee review/refund, recoverable asset/fund return, apology, compensation required by law or control/process improvement.

9.2 Refund or compensation is not automatic and depends on responsibility, causation, applicable law, the relevant Schedule, transaction finality and recoverability.

10. Internal reconsideration

10.1 You may request reconsideration within 30 calendar days or later with a reasonable explanation. State the parts challenged, reasons and any new material evidence. Reconsideration does not suspend an external statutory deadline.

11. Service-specific considerations

11.1 Custody complaints may require transaction hash, wallet address, network, asset and time. Confirmed blockchain transactions may be irreversible.

11.2 Exchange complaints are determined using the accepted transaction confirmation and reliable execution records.

11.3 Fiat/payment complaints may require evidence from the relevant bank or payment provider, correspondent institution, payer or recipient bank. Recalls, chargebacks and returns remain subject to payment-system and legal rules.

11.4 Privacy complaints are handled by the relevant controller under the Privacy Notice. Statutory response periods and authority rights apply independently.

12. External rights and escalation

12.1 You may use any competent court, consumer-protection, privacy, payment/financial, police, law-enforcement or other mechanism available under applicable law. Competence depends on location, provider, service and issue.

12.2 For matters connected with Ukraine, mandatory Ukrainian consumer and court rights remain unaffected. For IPI payment-service matters, the Bank of Canada’s retail-payments supervision and FINTRAC’s AML role do not replace ordinary contractual/court remedies or operate as a consumer compensation scheme.

12.3 For a Plum Global consumer-service matter, a user may contact a competent Panamanian consumer authority, including ACODECO, or a competent court where that body has jurisdiction. Privacy authorities are identified in the Privacy Notice.

13. Communications, accessibility and representatives

13.1 Communications are provided in English or Ukrainian where reasonably available. Reasonable accessibility assistance will be considered. A representative must provide sufficient authority; direct contact with the user may still be required for identity/security/legal reasons.

14. Records, confidentiality and personal data

14.1 Complaint records may include communications, identity/authority checks, transaction/custody data, bank/blockchain references, system logs, investigation notes, decisions and remedies. They are retained as required/permitted by law and the Privacy Notice.

14.2 Information may be shared among providers and approved supporting providers only as reasonably necessary to route, investigate, decide, remediate, audit or meet legal obligations according to their actual data roles.

15. Provider changes and open complaints

15.1 A provider change does not automatically transfer an existing complaint or liability. A lawful migration or provider-change notice will identify responsibility for open complaints, records and remedies where relevant.

16. Misuse of the complaint process

16.1 The process must not be used to threaten, harass, extort, submit knowingly false evidence, disclose another person’s confidential information without authority or interfere with a lawful investigation. Good-faith criticism or regulatory reporting is not misuse merely because a provider disagrees.

17. Hierarchy, changes and language

17.1 Mandatory law prevails. The Multi-Party Terms and relevant Schedule govern substantive contractual rights; this Policy governs complaint procedure. Material changes to channels/responsibilities/user rights are notified where required.

17.2 This Policy may be published in English and Ukrainian. For the Ukraine Service Route, the Ukrainian version prevails in the event of inconsistency unless mandatory law requires otherwise.

18. Contact details

18.1 Current official contact details for external authorities should be obtained from their official websites before submission. Plumex does not control an external authority’s jurisdiction, process or response time.

19. Definitions

“Business Day” means a day other than Saturday, Sunday or a public holiday in the place where the responsible provider handles the matter, unless mandatory law defines it differently. “Final Response” means the written communication concluding the ordinary investigation. “Lead Provider” means a provider designated to coordinate a multi-provider complaint without assuming another provider’s legal obligations. “Responsible Provider” means Plum Labs, Plum Global or IPI according to the service/conduct concerned.