Complaints and dispute resolution

1. Introduction and general commitments

We commit to reviewing every disputed matter objectively, within a defined period, and to keeping the complainant's information confidential. A complaint may concern various subjects: the state of operations, fees, the work of support or account activation. No complaint is left unanswered, even when the outcome differs from what the complainant hoped for: we always state the reasons in writing.

2. The complaint review process

The process has four stages. Stage one: the complaint is received by email and assigned a review number (within one business day). Stage two: evidence is gathered: we retrieve the account state, audit records and correspondence from internal systems. Stage three: independent review by the responsible specialists, where necessary with management involvement. Stage four: a written reply with the outcome and the reasoning, sent to your email.

3. Requirements for the complainant

To keep things fast, include in your letter: your full name, profile number or account email, the date and time of the incident, a short description of the issue and the outcome you expect. If you have supporting documents (a payment receipt, a copy of the correspondence), attach them. Never send: your account password, 2FA codes, your full bank card number or CVV codes. We never request this information and never use it.

4. Review timelines

Receipt is confirmed within one business day. The main review takes up to 15 business days; in complex cases (for example when bank documents are required) it may extend to 30 business days with prior notice. Every extension comes with the reason and the next reply date. The timelines follow the applicable requirements of the Republic of Tajikistan on the handling of customer complaints.

5. Escalation and external resolution

If the outcome seems wrong to you, or the matter is not closed, you can escalate the request to the management level of customer support: the relevant address is given in the first reply. If the disagreement remains after the internal review, you may approach the competent consumer-protection authority of the Republic of Tajikistan. We make this easier: all documents needed for such an appeal are shared with you on request.

6. Company commitments

We hold five clear commitments. Transparency: every decision comes with its reasoning. Confidentiality: the complaint text is accessible only to those handling it. Impartiality: the review relies on system data, not personal opinion. Communication: every important stage is announced. Deadlines: every published deadline is binding, and if one moves, the reason is stated plainly.

7. Emergency cases

If a complaint concerns account security (for example an unknown sign-in or a suspicious transfer), write "URGENT" in the subject line: such requests skip the queue and are reviewed within one business hour during working hours. To stop potential damage the account is temporarily frozen and restored after identity confirmation.

8. Contact

Send complaints to [email protected]. Put the word "Complaint" and your profile number in the subject. The Client Support & Compliance department works Monday to Friday, 9:00–18:00 (Dushanbe time); emergency requests are also accepted outside working hours. Correspondence continues from the same official address: any different sender is a sign of fraud.