Customer Complaints Handling Policy

1. Commitment to Fair Customer Redress

[Paytali Technologies Ltd. / Operating Entity] ("Paytali") is committed to delivering a transparent, respectful, and reliable peer-to-peer exchange experience. We recognize that operational, technical, or counterparty disputes may occasionally arise, and we have instituted this Customer Complaints Handling Policy ("Complaints Policy") to guarantee prompt, impartial, and documented resolution.

2. How to Submit a Formal Complaint

Users may lodge a formal complaint regarding platform operations, merchant misconduct, dispute determinations, or privacy concerns through any of the following official channels:

To expedite investigation, please include your registered email address, Order ID (if applicable), counterparty username, date of occurrence, a concise statement of the grievance, and all supporting documentation (e.g. bank statement PDF or network reference code).

3. Service Level Agreements (SLAs) & Resolution Timelines

We process customer grievances according to strict operational timelines:

• Acknowledgment (Within 4 Hours): You will receive a written acknowledgment with a unique Complaint Tracking Reference Number and assigned investigator;
• Initial Assessment (Within 24 Hours): The complaints team reviews relevant server logs, order state transitions, and counterparty records, providing an initial status update;
• Formal Investigation & Evidence Review (Within 72 Hours): If merchant collateral recourse or payment rail verification is required, our team coordinates with banking partners and relevant counterparties;
• Final Determination & Resolution Report (Within 5 Business Days): A comprehensive written determination outlining findings, remedial actions (such as collateral restitution, account unblocking, or fee adjustments), and next steps will be delivered.

4. Internal Escalation Pathway

If you are dissatisfied with an initial complaint determination, you may request an internal appeal through our three-tier escalation hierarchy:

1. Tier 1: Customer Support Specialist: Initial fact-finding, basic order troubleshooting, and account inquiries;
2. Tier 2: Senior Dispute & Compliance Officer: In-depth investigation involving frozen merchant collateral, payment rail audit logs, and fraud reviews;
3. Tier 3: Head of Legal & Executive Review Committee: Final platform determination for complex, high-value, or cross-border disputes. Determinations at this level represent Paytali's final administrative position.

5. External Regulatory Redress

If you remain dissatisfied after exhausting our internal complaints process, you have the right to seek external redress through relevant statutory regulatory authorities:

• Egypt: Egyptian Consumer Protection Agency (CPA) · Central Bank of Egypt Consumer Protection Department;
• Nigeria: Federal Competition and Consumer Protection Commission (FCCPC) · Central Bank of Nigeria Consumer Protection Department;
• Data Protection Inquiries: Egyptian Data Protection Center (EDPC) · Nigeria Data Protection Commission (NDPC).