Complaints Policy

1.1 This Complaints Policy explains how Pure Payments Inc. (“Pure Payments”, “we”, “us”, or “our”) receives, records, reviews, and responds to complaints from customers.

1.2 This policy applies to complaints relating to the Services provided by Pure Payments.

1.3 This policy should be read together with the Terms of Service, Privacy Policy, Crypto Terms, Cookie Policy, and other policies published on the Website.

2.1 You may submit a complaint by email to: support@purewallet.global

2.2 Complaints must be sent from the email address registered on your Pure Payments profile.

2.3 To help us review your complaint, please include:

• Your full name;
• Transaction reference, where applicable;
• Date and amount of the transaction, where applicable;
• A clear description of the issue;
• Any supporting documents or evidence.

2.4 If you do not provide sufficient information, we may contact you to request clarification or additional details.

3.1 You may submit a complaint if you believe that:

• We have not provided a Service properly;
• A payment, transfer, or transaction has not been processed as expected;
• We have made an error;
• We have treated you unfairly;
• We have breached these Terms, the Crypto Terms, or another applicable policy;
• You are dissatisfied with the way we have handled your request, account, or personal information.
• You have any other reason to submit a complaint.

3.2 Certain complaints may require us to share the contents of the complaint, transaction information, or supporting documents with third-party service providers where necessary to review the complaint, provide the Services, prevent financial crime, or comply with applicable law.

4.1 When we receive a complaint, we will record the date of receipt, the nature of the complaint, the information provided, and the steps taken to review it.

4.2 Your complaint will be reviewed by our customer support team and, where appropriate, by our compliance team.

4.3 We may contact you to request clarification, additional information, or supporting documents.

4.4 We will review each complaint fairly, impartially, and on its own merits.

4.5 The time required to review a complaint may depend on the complexity of the issue, the information provided, the need to obtain records, and whether third-party service providers must be involved.

4.6 We will communicate the outcome of our review to you using the email address from which the complaint was received, unless you request otherwise.

5.1 Complaints involving suspected fraud, money laundering, terrorist financing, sanctions concerns, or other financial crime matters may be escalated to our compliance team.

5.2 We may delay, restrict, suspend, or decline to provide information or Services where necessary to comply with applicable law, regulatory requirements, or our AML/CTF and sanctions obligations.

5.3 We may be unable to provide certain information, documents, or explanations where disclosure is prohibited by law, would prejudice an investigation, or would breach confidentiality, privacy, or security obligations.

6.1 We maintain a record of complaints received, including the date of receipt, the nature of the complaint, the review process, the outcome, and any actions taken.

6.2 Complaint records may be used to monitor the quality of our Services, identify recurring issues, improve our processes, manage risk, and comply with legal, regulatory, audit, or recordkeeping requirements.

6.3 We retain complaint records for as long as necessary for the purposes described in this policy and in accordance with applicable legal, regulatory, and recordkeeping requirements. Where a complaint forms part of a transaction, customer due diligence, investigation, or regulatory record, it may be retained for the retention period applicable to that record.

6.4 When personal information contained in complaint records is no longer required, we will securely delete, destroy or anonymize, subject to applicable legal retention requirements.

7.1 Personal information provided in connection with a complaint is handled in accordance with our Privacy Policy.

7.2 We may record emails, chat messages, and other communications relating to a complaint for compliance, security, quality assurance, dispute resolution, and recordkeeping purposes.

7.3 We may disclose complaint information to third-party service providers, professional advisers, regulators, law enforcement authorities, or other competent authorities where necessary to review the complaint, provide the Services, comply with law, prevent financial crime, or protect our legal rights.

8.1 We may update this Complaints Policy from time to time.

8.2 The current version will be published on the Website.

Pure Payments Inc.

30 Wertheim Court, Unit 12, Suite 201, Richmond Hill, Ontario, Canada

Complaints email: support@purewallet.global

Website: https://purewallet.global/