1. What a complaint is
A complaint is any dissatisfaction with our service: a delayed or wrongly executed order, an amount different from the one confirmed, a check you think is unjustified, a fee you do not understand, the conduct of someone on the team. A plain question or a request for information is not a complaint and is answered by regular support, usually the same business day.
2. How to file a complaint
- by email, to support@cripto.md, with the subject "Complaint";
- in writing, at the office, at str. M. Sadoveanu 28, Chisinau, during opening hours;
- through a representative, if you give us a power of attorney.
You can write in Romanian, Russian or English. We answer in the language you wrote in.
3. What to include
- your name and the email address of your account;
- the order number, if the complaint concerns an order;
- what happened, when, and what you think went wrong;
- the outcome you want: a refund, the order carried out, an explanation;
- the evidence you have: screenshots, bank statements, the blockchain transaction identifier.
If something important is missing, we ask you for it. The response time runs from when we have complete information.
4. Time limits
| Step | Time limit |
|---|---|
| Acknowledgement, with the complaint number and the person handling it | 2 business days at most |
| Written, reasoned answer | 15 business days at most |
| Complex cases, for example needing information from a bank or another platform | 30 business days at most; we tell you before the first deadline, with the reason and the expected date |
5. How we review it
- The complaint is reviewed by someone who was not involved in what you are complaining about.
- We look at all the relevant documents and information, including the order logs and the blockchain data.
- We handle similar complaints consistently and use them to fix causes, not just the individual case.
- Filing a complaint does not affect your account or future orders in any way.
6. Our answer
You receive a written answer in plain language explaining what we found, the decision and the reasons for it. If we agree with you, we say what we will do and by when, for example the date by which we return an amount. If we do not agree, or only in part, we explain why and what other options you have.
Sometimes the law forbids us from giving certain reasons, for example in anti-money laundering reviews. In that case we tell you we cannot go into detail, without breaching our legal obligations.
7. If you are not satisfied
You can ask for the complaint to be reviewed by the company's management by replying to our email. You can also turn at any time to:
- the National Commission for Financial Markets (cnpf.md), the authority that will supervise crypto service providers once the law on the crypto-asset market is in force;
- the State Inspectorate for Supervision of Non-Food Products and Consumer Protection (consumator.gov.md), if you are a consumer;
- the National Center for Personal Data Protection (datepersonale.md), for complaints about personal data;
- a mediator, under Law No. 137/2015 on mediation, if we both agree;
- the competent court of the Republic of Moldova.
Going to an authority or a court does not depend on completing our procedure first, but we suggest writing to us first: most problems are solved faster that way.
8. Complaints records
We record every complaint, the steps taken and the answer, and keep them for 5 years. The records are reviewed periodically by management to spot recurring problems, and are available to the supervisory authorities on request.