Last updated: 16.10.2024
1. INTRODUCTION
Buycoin Sp. z o.o. (hereinafter “Buycoin”) is registered in the Republic of Poland under registration number NIP 5252951861, REGON 525035390, KRS 0001030638. Legal address: ul. Chmielna 2/31, 00-020, Warsaw, Poland.
This Policy describes the procedure for submitting and handling complaints in accordance with the company’s regulatory requirements.
2. HOW TO SUBMIT A COMPLAINT
If you have a problem or question, you can contact us via email:
- Email: Send a message to info@buycoin.online.
In your message, please include:
- Your full name.
- The email address associated with your account.
- Description of the issue: what the problem is and when it occurred.
- Your suggestions for its resolution.
Customer support hours: from 10:00 to 18:00 Central European Time (CET).
3. WHAT HAPPENS NEXT
Upon receiving your complaint, we will acknowledge its receipt within 10 working days. Your inquiry will be registered, and an assigned specialist will handle its review. We guarantee that your issue will be considered by an experienced employee authorized to resolve it.
4. STEPS TO RESOLVE YOUR COMPLAINT
- Step 1: Acknowledge receipt of the complaint via email within 10 working days.
- Step 2: Carefully review your complaint and provide you with a response with explanations within 30 working days.
- Step 3: If you are not satisfied with our response, you can provide additional comments or information for reconsideration of the complaint.
- Step 4: We will provide you with a final response, confirming our position and outlining our conclusions.
5. TIMEFRAMES
We strive to resolve your complaint and provide a final response within 30 working days from the date of its receipt.
If necessary, we may extend the review period up to 90 working days. We will notify you of this and inform you of the expected time for providing the final response.
Please note that Buycoin may request additional documents or information from you to more thoroughly consider your inquiry. We ask you to provide the requested materials without unreasonable delays. The review time may be extended by the time it takes you to provide the required information.
6. IF YOU ARE NOT SATISFIED WITH OUR RESPONSE
If you are still not satisfied with our final response, you can provide additional information or documents that may contribute to reconsidering your complaint. We are ready to review your inquiry again based on the provided data.
7. COMPLAINT RECORDS
Buycoin keeps a record of every complaint received and the steps taken to resolve it. We store these records for at least 5 years from the date the complaint was received.
8. CONFIDENTIALITY AND DATA PROTECTION
We take great care to protect your personal data. All information provided during the course of your complaint will be processed in accordance with the General Data Protection Regulation (GDPR) and our Privacy Policy.
9. COMPANY COMMITMENTS
Buycoin commits to considering all complaints objectively and impartially. We strive for a high level of service and continuously work on improving our processes. Your feedback and suggestions are valuable to us.
10. POLICY UPDATES
This Policy may be updated from time to time. We will inform you of significant changes by posting the updated version on our website or through other appropriate communication channels.