CryptoVipTrade ("Company", "we", "us", or "our") is committed to providing a high-quality experience to our users of the CryptoVipTrade simulation platform ("App"). This policy outlines how we handle any complaints or disputes related to our App.
1. Complaint Process
If you have a complaint or issue regarding our App, please contact us by following these steps:
- **Communication Channel:** All complaints and support requests must be made exclusively by sending an email to support@cryptoviptrade.com. This ensures all communication is documented and directed to the correct team.
- **Required Information:** In your email, please provide the following information:
- Your name and App username (if applicable).
- Your registered email address.
- A detailed description of your complaint or issue.
- Relevant dates and times.
- Any screenshots or evidence (if available).
- Your desired resolution.
- **Response Time:** We aim to send an acknowledgment email within a reasonable timeframe (typically within 3-5 business days) after receiving your complaint and will endeavor to resolve the issue. Resolution time may vary depending on the complexity of the complaint.
- **Company Disclaimer:** The Company is not obligated to consider complaints made outside of this designated communication channel (e.g., social media, forums, other email addresses) and is not responsible for any consequences arising from such complaints.
2. Dispute Resolution
If your complaint cannot be resolved directly with our Company, the following dispute resolution mechanisms may apply:
- **Good Faith Negotiations:** Prior to initiating any legal action, both you and the Company agree to attempt to resolve the dispute through good faith negotiations.
- **Alternative Dispute Resolution (ADR):** In certain circumstances, we may consider resolving the dispute through a mutually agreed-upon third-party mediation or arbitration service. The costs and procedures for such a process will be subject to the rules of the relevant ADR provider.
- **Jurisdiction:** All disputes arising out of or in connection with this Policy and the use of the App shall be governed by the laws of Malta, without regard to its conflict of law provisions. You agree to submit to the exclusive jurisdiction of the courts located in Malta for the resolution of any such disputes.
3. No Lawsuit Commitment and Disclaimer
You expressly agree that you will not initiate any lawsuit or legal action against the Company for any reason related to the nature of the App, data manipulation, server errors, data delays, suspension or termination of the Service, non-refundability of Virtual USD purchases, or any other matter. Your continued use of the App signifies your acceptance of this commitment.
To the fullest extent permitted by applicable laws, the Company shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages resulting from your use or inability to use the App, data discrepancies, manipulations, server errors, interruptions, or any alteration of any legal documents. The Company accepts no responsibility for such occurrences.
4. Changes to This Policy
We may update this Complaint and Dispute Resolution Policy from time to time. We will inform you of any changes by posting the new policy on this page and updating the "Last Updated" date.
5. Contact Us
If you have any questions about this policy, please contact us:
Email: support@cryptoviptrade.com