Complaints
If something has gone wrong, tell us. This page explains how to complain, how your complaint is handled and where else you can go.
1. First: is it urgent?
If you think someone has accessed your account, you have lost your device or you see a transaction you did not make, contact support@novapayx.com immediately so we can secure your account. You do not need to make a complaint first. For a missing or incorrect transaction, write to support@novapayx.com with the payment reference.
2. What counts as a complaint
Any expression of dissatisfaction about NovaPayx or a service provided through it, whether about a transaction, a fee, a restriction, a decision or how you were treated. You can call it a complaint or not; we treat it as one if that is what it is.
3. How to complain
Email complaints@novapayx.com, or write to us through the app and say that you are making a complaint. Complaints are handled by our compliance team. Complaints about how we handle your personal data may also be sent to privacy@novapayx.com. Include:
- your name and the email linked to your account, or your company name;
- what happened and when;
- transaction references or blockchain transaction hashes, and screenshots if useful;
- what you would like us to do.
Never send passwords, one-time codes or private keys. Complaining is free.
4. How your complaint is handled
- Acknowledgement: we confirm we have your complaint and tell you who will reply.
- Investigation: we review what happened, with the provider concerned where needed, and may ask you for more information.
- Response: we reply in writing with our findings, what we will do and the reasons. If we need more time, we tell you why and when to expect a reply.
5. Timing
We acknowledge your complaint within 5 business days and send you our final response within 30 calendar days. If we need more time, we tell you why and when to expect our final response. Where the law or the relevant service provider requires a shorter period, the shorter period applies. For crypto-asset services in the European Economic Area, the authorised provider's own complaints procedure applies.
6. Complaints about a provider's service
If your complaint is about a service delivered by a provider, it may be handled by or passed to that provider under its own complaints procedure. We tell you if this happens, and who will reply.
For crypto-asset services in the European Economic Area, the authorised provider's own complaints procedure applies, as set out in its customer terms.
7. Records
We keep a record of your complaint and its outcome, and use complaints to improve NovaPayx.