-
- Users that are facing any issues with accessing their account, erroneous transactions, failed transactions, incorrect balances, cancellation of orders, or any other issues can contact the CoinDCX support team through the support portal available on the CoinDCX app or website.
-
- In the event that the support team is unable to resolve the issue of the User, the User may submit their complaint through the following email address – [email protected].
-
- The User shall be required to submit all the relevant information regarding the dispute to CoinDCX via the complaint form in writing.
-
- The complaint resolution officer shall address the User’s complaint within 15 working days from the receipt of the complaint form by sending the User an email in which the complaint handling officer will (i) offer to resolve the User’s complaint in the way requested by the User; (ii) make a determination rejecting the User’s complaint and set out the reasons for such rejection; (iii) offer to resolve the User’s complaint with an alternative solution; and/or (iv) a combination of the above.
-
- In the event that the complaint resolution officer is unable to respond to the complaint within 15 working days from receipt of the complaint form, the complaint handling officer shall send a holding email specifying the reasons for such delay.
-
- In the event that the issue is not resolved within 60 days of contacting the support portal, the User may seek relief through arbitration in accordance with the dispute resolution mechanism set out in the Terms of Use of CoinDCX.
Join our Community
