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Complaints

Plumex.io

Document Control (Complaints Handling Policy)

  • Document: Complaints Handling Policy (Consumers)
  • Version: 1.0
  • Effective date: 16 December 2025
  • Contracting entity: LMLP consulting, s.r.o. (Czech Republic), IČO 22380949; Spojovací 2604/48, Praha 3, 130 00, Czech Republic
  • Covered domains / services: plumex.io (and any official Plumex app(s), if applicable)
  • Language: English
  • Jurisdiction (intended): Czech Republic / EU (subject to mandatory consumer protections)

1. Purpose

This Complaints Handling Policy explains how the Company receives, records, investigates, and resolves consumer complaints relating to the Plumex platform and services. The goal is to ensure complaints are handled fairly, consistently, and without undue delay.

2. Scope

This policy covers complaints about:

  • account access, onboarding, and verification (KYC/KYB where applicable)
  • platform functionality, security, and support
  • crypto-asset swaps/execution outcomes (rates, fees, spreads) and transaction processing
  • crypto-asset deposits/withdrawals, including delays due to blockchain network conditions
  • account restrictions, suspensions, or holds arising from compliance, security, or sanctions controls
  • fees, limits, and disclosures shown in the platform or legal pages

Complaints relating specifically to cash in/out services (where offered via third parties) may require direct engagement with the relevant Third-Party Cash Partner. See Section 8.

3. Definitions

  • Complaint: an expression of dissatisfaction made by a consumer relating to the platform or services, where a response or resolution is expected.
  • Consumer: a natural person acting outside their trade, business, or profession.
  • Third-Party Cash Partner: a third-party provider that may deliver cash in/out or fiat-related services (if enabled).

4. How to submit a complaint

You may submit a complaint using any of the following channels:

  • Email: complaints@plumex.io (subject line: "Complaint – [your name]")
  • In-app/support ticket (if available in your version of the app)

4.1 Information to include (minimum data set)

  • your full name and the email/identifier linked to your Plumex account
  • a clear description of the issue and relevant dates/times
  • transaction IDs, wallet addresses, and screenshots (if relevant)
  • the impact (e.g., funds delayed, access blocked) and what resolution you request

For security-related complaints, we may request additional information to verify your identity or to protect your account.

5. How we handle complaints

We process complaints using the following steps:

  1. Receipt and logging: we register the complaint, assign a reference ID, and determine the complaint category.
  2. Initial assessment: we assess urgency (e.g., security risk) and identify required information and dependencies (including third parties).
  3. Investigation: we review relevant records (support logs, transaction data, compliance events, and platform telemetry where applicable).
  4. Outcome and response: we provide a written response explaining findings and any remedial steps.
  5. Closure: we record the outcome and close the complaint, unless further actions are required.

6. Service levels and response times

6.1 Acknowledgement

We will acknowledge receipt of your complaint withinthree (3) business days of receiving it (excluding Czech public holidays).

6.2 Response timeframe

We aim to provide a final response within thirty (30) calendar days. If we need more time due to complexity or dependency on third parties, we will inform you of the reason and provide a status update, and we aim to conclude the investigation within sixty (60) calendar days.

7. Possible outcomes

Depending on the circumstances, outcomes may include:

  • explanation/clarification and guidance on correct usage
  • technical remediation (bug fix / configuration correction) where appropriate
  • correction of platform records where a manifest error is confirmed
  • account security measures (e.g., credential reset, access restoration)
  • compliance-related outcome (e.g., maintaining or lifting a restriction) where permitted by law and policy

Where a complaint concerns irreversible blockchain transfers or executed swaps, remedies may be limited by technical constraints and third-party network conditions.

8. Complaints involving Third-Party Cash Partners

Where cash in/out or fiat-related features are enabled, they may be provided wholly or partly by Third-Party Cash Partners. In such cases:

  • you may need to submit the complaint directly to the relevant Third-Party Cash Partner first, using their prescribed channel
  • we can assist by helping you identify the correct partner channel, forwarding relevant technical context, and coordinating escalation
  • we cannot accept or refund cash and cannot guarantee a specific outcome where the matter is within the partner's control

9. Records and confidentiality

We keep records of complaints and related communications for audit, security, and legal compliance purposes. We handle personal data in accordance with our Privacy Policy.

10. Alternative dispute resolution (ADR) and courts

If you are a consumer and you are not satisfied with our final response, you may have the right to seek an out-of-court resolution of the dispute. In the Czech Republic, the Czech Trade Inspection Authority (Česká obchodní inspekce) provides ADR for consumer disputes. Information and an online form are available at: https://coi.gov.cz/alternative-dispute-resolution-for-consumer-disputes-adr/.

This does not affect your right to bring a claim before a competent court.

11. Changes to this policy

We may update this policy from time to time. The current version and its "last updated" date will be published on our legal pages. If changes are material, we may also notify users via the platform or email.

12. Contact

For support inquiries: support@plumex.io
For general contact with the Company: hello@plumex.io
Contracting entity: LMLP consulting s.r.o., Spojovací 2604/48, Žižkov, 130 00 Prague 3, CZ, IČO 22380949.