The Dispute Resolution Policy is an essential component of the operations of a brokerage company providing cryptocurrency trading services. Our goal is to ensure the effective and fair resolution of any potential conflicts between the user and the exchange.
Neutrality: All disputes will be reviewed and resolved fairly and independently.
Transparency: The dispute resolution process will be accessible to all parties in order to ensure transparency and trust.
Compliance with Rules: All parties agree to abide by the rules and procedures outlined in this Dispute Resolution Policy.
The user must submit a complaint electronically, clearly stating the subject of the dispute and providing all necessary supporting evidence. The complaint must be made in writing and sent by email to the following address: _____. This email address is also available on the official Primax website.
The complaint must be written clearly and concisely in order to be accepted. Clients must refrain from using inappropriate or offensive language or emotional descriptions of the issue.
Along with the complaint, the following information must be provided:
• Account number;
• Full name (first and last name);
• Details of the issue/problem;
• Transaction number involved (if applicable);
• Date and time of the issue.
The exchange undertakes to review the complaint and conduct an investigation in accordance with the established procedures. The user will be informed of the receipt of the complaint as well as of the decision regarding the dispute.
If necessary, the parties may be invited to discussions or to provide additional evidence.
The decision on the dispute will be based on the evidence provided and the applicable rules and procedures. Primax guarantees a fair and timely resolution of all disputes.
The decision rendered is final and binding on all parties.
The exchange undertakes to implement the decision within the established timeframe.
In case of disagreement with the decision, the user has the right to appeal to the relevant regulatory authorities or to a court of law.
We believe that this Dispute Resolution Policy will help ensure order and fairness in all potential conflict situations between users and the exchange.