Complaints & Dispute Resolution Policy

1. Purpose of This Policy

This Complaints & Dispute Resolution Policy explains how customers may raise complaints and disputes concerning services provided by NOVATRADE SOLUTIONS Sp. z o.o. ("NOVATRADE", "we", "us", or "our").

Our objective is to provide customers with a clear and accessible process for raising concerns and to investigate legitimate complaints in good faith.

This Policy applies to complaints relating to NOVATRADE's own software and related services, including matters concerning:

• service access;
• software functionality;
• account administration;
• subscriptions;
• billing;
• payments;
• refunds;
• cancellation;
• service activation;
• implementation;
• digital delivery;
• support;
• contractual administration.

This Policy forms part of the customer-facing framework governing NOVATRADE's electronic services.

2. Service Provider

The service provider responsible for handling complaints concerning NOVATRADE services is:

NOVATRADE SOLUTIONS Sp. z o.o.

Hoża 86 lok. 410, 00-682 Warszawa, Poland

KRS: 0001255864

NIP: 7011324158

REGON: 54531482500000

Email: [email protected]

Phone: +48 22 273 95 89

Additional corporate information is available in our Legal Notice.

3. NOVATRADE Remains Responsible for Its Own Services

NOVATRADE is responsible for addressing complaints concerning NOVATRADE services purchased directly from NOVATRADE.

The involvement of a third-party provider does not by itself remove NOVATRADE's responsibility to investigate a complaint relating to NOVATRADE's own contractual obligations.

This may include situations involving:

• payment processing;
• infrastructure;
• communications;
• integrations;
• other third-party technology.

Where investigation or resolution depends on an independent third party, NOVATRADE may need to obtain information or cooperation from that provider.

The third party remains responsible for its own independent service and legal obligations.

4. Business Customers

NOVATRADE services are intended primarily for:

• businesses;
• entrepreneurs;
• companies;
• organizations;
• professional users.

This Policy therefore principally describes NOVATRADE's standard B2B complaint and dispute process.

If mandatory law grants a particular person rights that cannot lawfully be excluded or limited, those rights take precedence over any inconsistent provision of this Policy.

5. What Is a Complaint?

A complaint is a communication in which a customer indicates that it believes there is a problem with:

• a NOVATRADE service;
• NOVATRADE's performance of a contractual obligation;
• an account;
• access to paid functionality;
• billing;
• a charge;
• cancellation;
• refund handling;
• implementation;
• service delivery;
• another aspect of the customer relationship.

A general question or request for information does not necessarily constitute a formal complaint.

NOVATRADE may nevertheless treat a communication as a complaint where its substance clearly indicates dissatisfaction requiring investigation.

6. Complaints Covered by This Policy

Customers may use this process for matters including:

Service Complaints

For example:

• contracted functionality appears unavailable;
• account access has not been provided;
• a material service issue remains unresolved;
• the Service materially differs from the applicable order.

Account Complaints

For example:

• incorrect account status;
• administrative-access issues;
• unexpected account restriction;
• disputed suspension.

Billing Complaints

For example:

• incorrect invoice;
• incorrect amount;
• incorrect currency;
• duplicate charge;
• unexplained charge;
• charge after effective cancellation.

Cancellation Complaints

For example:

• cancellation request was not correctly recorded;
• a subscription renewed after cancellation had already become effective;
• cancellation status is disputed.

Refund Complaints

For example:

• eligible refund appears not to have been processed;
• refund amount is disputed;
• refund status requires investigation.

Service Delivery Complaints

For example:

• contracted access was not activated;
• an agreed digital service was not delivered;
• implementation materially differs from the agreed scope;
• an agreed delivery milestone is disputed.

Contractual Complaints

For example:

• disagreement concerning interpretation of an Order Form;
• disagreement concerning the applicable subscription;
• disagreement concerning the scope of contracted services.

7. Matters Handled Under Other Procedures

Some matters have specialized procedures.

Privacy and Personal Data

Requests to exercise data-protection rights should follow the procedure described in the Privacy Policy.

Privacy concerns may still be sent to:

[email protected]

Where NOVATRADE processes Customer Personal Data on behalf of a customer, the Data Processing Agreement may also apply.

Security Vulnerabilities

Suspected security vulnerabilities should follow the reporting procedure described on the Security & Data Protection page.

Use the email subject:

Security Report

Abuse Reports

Suspected misuse of NOVATRADE services should follow the Acceptable Use Policy.

Use the email subject:

Abuse Report

A matter may be handled under more than one procedure where appropriate.

8. How to Submit a Complaint

The preferred way to submit a complaint is by email:

[email protected]

Recommended email subject:

Customer Complaint

A complaint may also be communicated through another support or account channel made available to the customer.

Written complaints are preferred because they provide a clear record and allow the relevant information to be reviewed efficiently.

9. Information to Include

To help NOVATRADE identify and investigate the matter, customers should provide, where available:

• company name;
• name of the person submitting the complaint;
• contact email;
• relevant NOVATRADE account;
• subscription or Order Form reference;
• invoice number;
• transaction reference;
• affected service or functionality;
• description of the problem;
• relevant dates;
• steps already taken;
• supporting documentation;
• requested resolution.

Customers should provide only information reasonably necessary to investigate the matter.

10. Do Not Send Sensitive Credentials

A complaint should not contain:

• complete payment-card numbers;
• CVV or CVC codes;
• PINs;
• banking passwords;
• account passwords;
• private API keys;
• authentication tokens;
• one-time authentication codes.

NOVATRADE may request additional information where reasonably necessary but will not ask a customer to send ordinary account passwords or complete payment-card security credentials by email.

11. Authorized Representatives

A complaint concerning a customer account should ordinarily be submitted by:

• an authorized user;
• account administrator;
• billing contact;
• legal representative;
• another person authorized to act for the customer.

NOVATRADE may request reasonable verification before disclosing:

• account information;
• billing information;
• Customer Data;
• confidential information

to the person submitting the complaint.

Verification requirements should be proportionate to the sensitivity of the information involved.

12. Receipt of a Complaint

NOVATRADE will treat a complaint as received when it reaches a communication channel designated for customer correspondence and contains sufficient information to identify the subject of the complaint.

NOVATRADE may:

• acknowledge receipt;
• assign an internal reference;
• request clarification;
• request supporting information;
• route the complaint to the appropriate person responsible for review.

Failure to issue an immediate automated acknowledgement does not mean that a complaint submitted to the correct contact address has been rejected.

13. Incomplete Complaints

Where NOVATRADE cannot reasonably investigate a complaint because important information is missing, NOVATRADE may request additional information.

Examples may include:

• affected account;
• transaction;
• invoice;
• date;
• relevant service;
• description of the alleged problem.

The customer should provide the requested information within a reasonable period.

The time needed to obtain material missing information may affect when NOVATRADE can provide a substantive response.

14. Investigation

NOVATRADE will investigate complaints in good faith.

Depending on the nature of the issue, an investigation may include review of:

• customer account information;
• Order Forms;
• subscription records;
• invoices;
• transaction references;
• cancellation records;
• refund records;
• account-activation records;
• service-delivery records;
• implementation communications;
• support communications;
• relevant technical records;
• security or authentication records;
• other information reasonably related to the complaint.

NOVATRADE will seek to limit investigation to information relevant to the matter being reviewed.

15. Response Time

NOVATRADE will review complaints without undue delay.

NOVATRADE aims to provide a substantive response within 30 calendar days after receiving sufficient information to investigate the complaint.

This is a service objective rather than an unconditional guarantee that every matter will be resolved within 30 days.

A complex matter may require additional time where, for example:

• technical investigation is required;
• historical records must be reviewed;
• information is required from the customer;
• an independent payment provider is involved;
• a bank or financial institution is involved;
• an integration provider is involved;
• legal analysis is required;
• the complaint concerns several transactions or services.

Where additional time is reasonably required, NOVATRADE will seek to communicate the status of the complaint where appropriate.

A shorter mandatory legal deadline will apply where applicable law requires one.

16. Possible Outcomes

After reviewing a complaint, NOVATRADE may:

• confirm that no error was identified;
• explain the relevant contractual position;
• provide requested information;
• correct account information;
• restore access where appropriate;
• correct an invoice;
• correct a billing error;
• correct a cancellation status;
• initiate an eligible refund;
• issue a credit where appropriate;
• complete outstanding contracted work;
• provide an alternative remedy;
• request additional information;
• reject the complaint with an explanation;
• propose another reasonable resolution.

The appropriate outcome depends on:

• the facts;
• applicable contract;
• service delivered;
• payment status;
• applicable law.

17. Good-Faith Resolution

NOVATRADE seeks to resolve legitimate customer complaints fairly and in good faith.

A complaint will not be rejected merely because the customer uses the word:

• complaint;
• dispute;
• charge;
• refund;
• cancellation.

NOVATRADE will assess the substance of the matter.

Likewise, submission of a complaint does not automatically establish that:

• NOVATRADE is at fault;
• a refund is due;
• a charge was unauthorized;
• a contractual breach occurred.

The relevant facts and contractual terms must be reviewed.

18. Billing Complaints

Billing complaints may concern:

• duplicate charges;
• incorrect charges;
• incorrect amounts;
• incorrect invoices;
• charges after effective cancellation;
• missing refund;
• other payment discrepancies.

Billing complaints should be sent to:

[email protected]

Recommended subject:

Billing Complaint

The Billing, Cancellation & Refund Policy provides the detailed rules governing:

• recurring billing;
• cancellation;
• refunds;
• duplicate charges;
• incorrect charges;
• payment disputes.

19. Duplicate Charges

If NOVATRADE confirms that two charges were collected for the same payment obligation as a result of a duplicate transaction, NOVATRADE will take reasonable steps to correct the duplicate charge.

The correction may include:

• refund;
• reversal;
• billing adjustment;
• another appropriate accounting correction.

The exact method may depend on the payment system and transaction status.

20. Incorrect Charges

Where NOVATRADE confirms that it charged an amount that was not properly due under the applicable agreement, NOVATRADE will take reasonable steps to correct the error.

A correction may include:

• refund;
• credit note;
• revised invoice;
• another appropriate adjustment.

A disputed charge is not considered incorrect solely because the customer no longer wishes to use a correctly supplied service.

21. Cancellation Disputes

If a customer believes a subscription was charged after cancellation should have become effective, NOVATRADE will review information including:

• date of cancellation request;
• applicable billing period;
• renewal terms;
• account status;
• payment date;
• applicable Order Form or agreement.

Where a new subscription charge was incorrectly initiated after cancellation had become effective for that billing period, NOVATRADE will take reasonable steps to correct the charge.

22. Refund Disputes

Refund eligibility is governed principally by the Billing, Cancellation & Refund Policy and applicable customer agreement.

Where a refund has already been approved but appears not to have been received, NOVATRADE may investigate:

• refund initiation status;
• transaction reference;
• payment provider status;
• payment method;
• bank or card-network processing.

NOVATRADE cannot guarantee how quickly an independent bank or payment provider will post an already initiated refund to the customer's account.

23. Service Delivery Disputes

Where a customer believes a paid service was not delivered as agreed, NOVATRADE may review:

• order acceptance;
• activation records;
• account-access records;
• implementation records;
• configuration;
• agreed dependencies;
• relevant customer communications.

The Service Delivery & Fulfillment Policy provides additional information concerning:

• activation;
• onboarding;
• implementation;
• migration;
• integrations;
• digital delivery.

24. Customer Dependencies

Where the complaint concerns implementation or delivery, NOVATRADE may consider whether completion depended on Customer providing:

• information;
• data;
• access;
• credentials;
• authorization;
• personnel;
• approval;
• another agreed dependency.

A customer-caused delay does not automatically establish a delivery failure by NOVATRADE.

NOVATRADE will nevertheless review whether its own obligations were performed appropriately.

25. Technical Complaints

A technical complaint may require reproduction or investigation of a reported issue.

NOVATRADE may request information including:

• affected functionality;
• time of occurrence;
• browser or device information;
• steps to reproduce the problem;
• screenshots containing no unnecessary sensitive information;
• error reference.

Customers should not send:

• passwords;
• secret API credentials;
• complete card information

when reporting a technical issue.

26. Account Access Complaints

Where a customer disputes an account restriction, suspension, or administrative-access decision, NOVATRADE may evaluate:

• account status;
• authorization;
• payment status;
• suspected security risk;
• suspected abuse;
• applicable contractual provisions.

NOVATRADE may maintain temporary protective restrictions while:

• unauthorized access;
• fraud;
• security risk;
• material abuse

is reasonably suspected and remains unresolved.

27. Suspension Disputes

A Customer who believes a suspension was imposed incorrectly may request review at:

[email protected]

Recommended subject:

Account Review

The request should explain why the Customer believes the suspension should be reconsidered.

NOVATRADE will review reasonable reconsideration requests in good faith.

Urgent protective measures may remain in effect while a material security, fraud, legal, or infrastructure risk remains unresolved.

28. Complaints Concerning Third-Party Integrations

A complaint may concern functionality involving an independent third-party service.

Examples may include:

• payment providers;
• communications providers;
• accounting systems;
• external APIs;
• cloud services.

NOVATRADE will investigate the portion of the issue within NOVATRADE's responsibility.

Where the problem originates in an independent third-party service, NOVATRADE may:

• communicate with the provider;
• provide relevant status information;
• identify available alternatives;
• assist with troubleshooting where appropriate.

NOVATRADE cannot control the independent decisions or systems of a third-party provider.

29. Payment Provider Involvement

Where a billing dispute involves an independent payment provider, NOVATRADE remains responsible for reviewing whether the NOVATRADE charge and NOVATRADE service were handled correctly.

NOVATRADE may need to obtain information from:

• the payment provider;
• acquiring institution;
• bank;
• card network;
• other party involved in processing the transaction.

NOVATRADE will not simply direct a customer to a payment provider as a substitute for investigating a legitimate complaint concerning NOVATRADE's own billing.

30. Contact Before a Formal Payment Dispute

Customers are encouraged to contact NOVATRADE regarding an apparent billing error before initiating a formal external payment dispute where reasonably practicable.

This gives NOVATRADE an opportunity to:

• identify the transaction;
• investigate cancellation status;
• identify duplicate charges;
• correct billing errors;
• process an eligible refund;
• explain a legitimate transaction.

Contact:

[email protected]

This request is intended to facilitate efficient resolution.

It does not waive, prevent, or restrict a customer's lawful:

• chargeback rights;
• banking rights;
• contractual rights;
• statutory rights;
• payment-dispute rights

that cannot legally be waived.

31. Formal Payment Disputes

If a customer initiates a formal payment dispute, NOVATRADE may provide relevant and accurate records to parties responsible for resolving the dispute.

Such records may include:

• applicable order;
• transaction information;
• subscription information;
• cancellation information;
• service-delivery evidence;
• account records;
• relevant communications;
• refund information.

NOVATRADE will not knowingly fabricate or materially alter evidence relating to a payment dispute.

A formal payment dispute may be governed by rules established by the relevant:

• bank;
• payment institution;
• payment provider;
• card network;
• other payment system.

Those external rules operate independently from this internal complaints procedure.

32. Legitimate Chargebacks and Payment Rights

NOVATRADE does not treat the legitimate exercise of an available payment-dispute right as a violation merely because the customer challenges a payment.

However, knowingly fraudulent activity may be addressed under the Acceptable Use Policy.

Examples may include intentionally:

• fabricating a dispute;
• falsifying evidence;
• denying a transaction known to have been authorized;
• seeking both an improper refund and payment reversal for the same amount.

This provision does not prevent a good-faith disagreement concerning a payment.

33. Escalation

If a customer believes NOVATRADE's initial response does not adequately address the complaint, the customer may request further review.

Send the request to:

[email protected]

Recommended subject:

Complaint Review Request

The request should:

• identify the original complaint;
• explain the remaining disagreement;
• identify the requested resolution;
• include relevant new information where available.

NOVATRADE will arrange further internal review appropriate to the nature of the matter.

34. Internal Review

A further review may consider:

• the original complaint;
• previous response;
• relevant contractual documents;
• new evidence;
• payment records;
• service records;
• technical findings;
• applicable policy.

Where practicable, the review should involve a person capable of reconsidering the original outcome rather than mechanically repeating the same response.

This Policy does not represent that NOVATRADE maintains a separate formal ombudsman or independent appeals tribunal.

35. Resolution Proposals

Where appropriate, NOVATRADE and the customer may seek to resolve a dispute through a mutually acceptable commercial solution.

A resolution may include, depending on the circumstances:

• correction;
• refund;
• partial refund;
• service credit;
• account adjustment;
• service extension;
• completion of outstanding work;
• revised implementation arrangement;
• termination by agreement;
• another lawful settlement.

Neither party is required to accept a voluntary settlement proposal unless it becomes binding through agreement.

36. Without Prejudice Discussions

Where appropriate and permitted by applicable law, NOVATRADE and the customer may engage in settlement discussions intended to resolve a dispute without litigation.

Participation in settlement discussions does not necessarily constitute an admission of liability.

Any final settlement intended to bind the parties should be documented appropriately.

37. Direct Business Resolution First

NOVATRADE encourages the parties to first attempt to resolve contractual disagreements through direct business communication.

This approach is generally intended to:

• clarify facts;
• identify misunderstandings;
• correct operational errors;
• preserve the business relationship where appropriate;
• avoid unnecessary dispute costs.

A direct-resolution attempt does not prevent either party from seeking legal remedies where appropriate.

38. Mediation

The parties may mutually agree to mediation or another voluntary dispute-resolution method.

Unless:

• required by mandatory law;
• required by a separately signed agreement;
• subsequently agreed by the parties,

this Policy does not require either party to participate in private mediation.

39. Arbitration

This Policy does not create a mandatory arbitration agreement.

A dispute is subject to arbitration only where:

• a separately executed agreement requires arbitration;
• the parties subsequently agree to arbitration;
• another legally binding basis applies.

Do not interpret ordinary use of the NOVATRADE Service as acceptance of an undisclosed arbitration requirement.

40. Consumer ADR

NOVATRADE services are intended primarily for business customers.

NOVATRADE does not state through this Policy that it has voluntarily committed every B2B dispute to a consumer alternative dispute resolution body.

If a particular customer or transaction is entitled under mandatory law to use a statutory or mandatory alternative dispute-resolution procedure, the applicable legal requirements will apply.

If NOVATRADE separately agrees or becomes legally required to participate in a particular ADR procedure, the customer will be provided with the information required by applicable law.

41. Consumer and Consumer-Like Mandatory Rights

Although NOVATRADE services are intended for business use, the legal status of a particular customer may depend on:

• applicable law;
• customer's legal form;
• circumstances of the transaction;
• purpose of the contract.

Nothing in this Policy excludes:

• mandatory consumer rights;
• mandatory rights granted to an individual entrepreneur;
• another mandatory protection

where such rights legally apply.

42. Privacy Complaints and Supervisory Authorities

A complaint specifically concerning NOVATRADE's processing of personal data may also give rise to rights under applicable data-protection law.

The Privacy Policy explains those rights and applicable supervisory-authority information.

This general complaint procedure does not restrict a person's right to lodge a complaint with a competent data-protection authority where that right applies.

43. Other Competent Authorities

Nothing in this Policy prevents a customer or other person from contacting:

• a court;
• regulator;
• supervisory authority;
• law-enforcement authority;
• other competent public authority

where that person has a legal right to do so.

NOVATRADE encourages good-faith direct resolution where appropriate but does not require customers to waive statutory access to competent authorities.

44. Governing Law

Unless a separately signed agreement provides otherwise, disputes governed by NOVATRADE's standard Terms & Conditions are subject to the laws of Poland, subject to mandatory rules that cannot lawfully be excluded.

This Policy does not independently alter the governing-law provision contained in the applicable Service Agreement.

45. Court Jurisdiction

Where:

• a dispute cannot be resolved amicably;
• no separately signed agreement provides a different dispute-resolution mechanism;

a B2B dispute will be submitted to the courts having jurisdiction over the registered office of NOVATRADE SOLUTIONS Sp. z o.o., to the extent permitted by applicable law.

Mandatory jurisdiction rules that cannot lawfully be excluded remain applicable.

46. Interim and Protective Measures

Nothing in this Policy prevents either party from seeking urgent judicial or protective relief where reasonably necessary.

Examples may include measures concerning:

• unauthorized system access;
• misuse of confidential information;
• intellectual-property infringement;
• preservation of evidence;
• serious security risk.

47. Complaint Records

NOVATRADE may maintain records concerning complaints for legitimate purposes including:

• investigating the complaint;
• documenting resolution;
• customer support;
• contractual administration;
• accounting;
• fraud prevention;
• security;
• legal claims;
• compliance.

Such records may contain:

• correspondence;
• transaction references;
• account references;
• investigation notes;
• resolution information.

Personal Data contained in complaint records is handled in accordance with applicable data-protection requirements and NOVATRADE's Privacy Policy.

48. Confidentiality

A complaint may contain confidential business information.

NOVATRADE will use complaint information for legitimate purposes connected with:

• investigation;
• resolution;
• legal obligations;
• contractual administration.

Information may be shared where reasonably necessary with:

• authorized NOVATRADE personnel;
• professional advisers;
• relevant service providers;
• payment providers;
• competent authorities;
• other parties necessary to investigate or resolve the matter.

Disclosure remains subject to applicable confidentiality, privacy, and legal requirements.

49. No Retaliation for Good-Faith Complaints

NOVATRADE will not intentionally penalize a customer merely for submitting a legitimate complaint in good faith.

This does not prevent NOVATRADE from taking action independently required because of:

• overdue payment;
• security risk;
• fraud;
• prohibited use;
• material contractual breach;
• legal requirement.

A complaint does not provide immunity from unrelated contractual obligations.

50. Abuse of the Complaint Process

The complaint process must not be used to:

• threaten employees;
• harass personnel;
• impersonate another customer;
• obtain unauthorized Customer Data;
• submit knowingly fabricated evidence;
• facilitate fraud;
• conduct malicious activity.

NOVATRADE may impose reasonable communication or security measures where the complaint process itself is abused.

Legitimate criticism, disagreement, repeated good-faith follow-up, or a lawful payment dispute is not treated as abuse merely because it is inconvenient or persistent.

51. Payment During a Dispute

Submission of a complaint does not automatically suspend every payment obligation under the applicable agreement.

Where a customer disputes only part of an invoice, the parties should act reasonably concerning amounts not genuinely in dispute.

NOVATRADE may suspend collection activity concerning a genuinely disputed amount while investigating where appropriate.

Nothing in this section requires a customer to pay an amount that is not legally or contractually due.

52. Service During a Dispute

Where reasonably possible, NOVATRADE will avoid unnecessary disruption of unrelated Service functionality solely because a good-faith complaint exists.

NOVATRADE may nevertheless suspend or restrict service where independently justified by:

• non-payment;
• security risk;
• fraud;
• prohibited activity;
• material contractual breach;
• legal requirement.

The applicable Terms & Conditions and Acceptable Use Policy govern suspension rights.

53. Contractual Deadlines

A customer's Service Agreement may contain specific:

• notice periods;
• claim periods;
• acceptance periods;
• dispute procedures.

Where a specifically negotiated and binding provision applies, that provision may supplement or override this Policy according to the applicable order-of-precedence rules.

This Policy does not shorten a mandatory statutory period that cannot lawfully be shortened.

54. Evidence

Both parties should preserve information reasonably relevant to a material dispute.

Depending on the matter, useful records may include:

• Order Forms;
• invoices;
• payment confirmations;
• cancellation communications;
• service records;
• support correspondence;
• implementation records;
• refund confirmations.

NOVATRADE may use records created in the ordinary operation of the Service as evidence of:

• account activation;
• subscription status;
• access;
• service delivery;
• transaction administration.

Such records are not treated as conclusive where reliable evidence demonstrates that they are incorrect.

55. Electronic Communications

Complaints and related responses may be communicated electronically.

An email sent to the designated complaint address may be used as part of the written record of the matter.

Customers are responsible for providing a contact address at which they can reasonably receive complaint-related communications.

Where security or confidentiality requires it, NOVATRADE may use another appropriate communication method.

56. Language

Complaints may be submitted in English.

Where NOVATRADE agrees to communicate in another language, that accommodation does not necessarily create a contractual requirement to provide every legal or technical document in that language.

The governing-language provisions of the applicable Service Agreement remain applicable.

57. Relationship to the Terms & Conditions

The Terms & Conditions establish the general contractual framework for NOVATRADE services.

This Policy provides additional detail concerning:

• complaints;
• investigation;
• billing disputes;
• service disputes;
• escalation;
• resolution.

Where the Terms & Conditions and this Policy address the same matter, they should be interpreted consistently.

58. Relationship to the Billing, Cancellation & Refund Policy

The Billing, Cancellation & Refund Policy contains detailed rules concerning:

• invoices;
• recurring payments;
• renewals;
• cancellation;
• refunds;
• duplicate charges;
• incorrect charges;
• charge disputes.

This Complaints Policy explains how a disagreement concerning those matters may be submitted and reviewed.

59. Relationship to the Service Delivery & Fulfillment Policy

The Service Delivery & Fulfillment Policy contains detailed information concerning:

• activation;
• onboarding;
• implementation;
• migration;
• integrations;
• digital delivery.

A complaint alleging non-delivery or delayed delivery will be assessed together with the applicable delivery terms.

60. Relationship to the Acceptable Use Policy

The Acceptable Use Policy establishes rules concerning:

• fraud;
• security abuse;
• unlawful use;
• prohibited activity.

Where a complaint concerns enforcement under the Acceptable Use Policy, NOVATRADE may review:

• applicable enforcement basis;
• supporting information;
• account status;
• ongoing risk.

Urgent protective action may remain in place while the review is pending where necessary.

61. No Waiver of Mandatory Rights

Nothing in this Policy excludes, restricts, or waives:

• rights that cannot legally be waived;
• mandatory statutory remedies;
• mandatory court jurisdiction;
• legally protected payment rights;
• mandatory privacy rights.

A contractual dispute process supplements rather than eliminates mandatory legal protections.

62. Changes to This Policy

NOVATRADE may update this Policy to reflect:

• changes to the Service;
• complaint-handling procedures;
• legal requirements;
• payment processes;
• operational changes.

The current version will be published on this page with its revision date.

A change to this Policy will not retroactively remove a complaint or remedy right that had already arisen under:

• mandatory law;
• applicable contract.

63. Contact

Complaints may be submitted to:

NOVATRADE SOLUTIONS Sp. z o.o.

Hoża 86 lok. 410, 00-682 Warszawa, Poland

Email: [email protected]

Phone: +48 22 273 95 89

Recommended email subject:

Customer Complaint

For billing matters:

Billing Complaint

For a request for further review:

Complaint Review Request

For security vulnerabilities:

Security Report

For suspected abuse:

Abuse Report

EMAIL

[email protected]

PHONE

+48 22 273 95 89

64. Related Documents

This Complaints & Dispute Resolution Policy should be read together with:

• Terms & Conditions;
• Billing, Cancellation & Refund Policy;
• Service Delivery & Fulfillment Policy;
• Acceptable Use Policy;
• Security & Data Protection;
• Privacy Policy;
• Data Processing Agreement;
• Legal Notice;
• Cookie Policy.