Complaints & Dispute
Last Updated: 3 June 2026
This Complaints & Dispute Policy ("Policy") explains how Clients may submit complaints, billing concerns, service-related issues, or disputes relating to Vaultody's Services.
Vaultody is committed to providing reliable, professional, and high-quality technology services. If you have a complaint or dispute, we encourage you to contact us promptly so that we can review the matter and attempt to resolve it in good faith.
This Policy should be read together with the Digital Wallet as a Service (DWaaS) Software as a Service Agreement (Non-Custodial), the Privacy Policy, the Data Processing Addendum, the Terms & Conditions, and other legal documents published by Vaultody.
Capitalized terms not defined in this Policy have the meanings given to them in the DWaaS Software as a Service Agreement.
1. Scope
This Policy applies to complaints or disputes relating to:
(a) access to or use of the Services;
(b) account registration or onboarding;
(c) subscription, billing, invoices, renewals, or payments;
(d) cancellation or non-renewal requests;
(e) technical or operational concerns;
(f) support interactions;
(g) alleged errors, service issues, or account-related concerns; and
(h) other matters relating to the relationship between Vaultody and the Client.
This Policy does not replace, amend, or limit the terms of the DWaaS Software as a Service Agreement.
2. How to Submit a Complaint
Complaints should be submitted by email to:
Email: bizdev@vaultody.com
Copy: legal@vaultody.com
Subject: Complaint – [Client Company Name]
The complaint should include:
(a) Client company name;
(b) registered account email;
(c) full name and role of the person submitting the complaint;
(d) confirmation that the person is authorized to act on behalf of the Client;
(e) a clear description of the issue;
(f) relevant dates, invoices, transaction references, account details, or support ticket numbers;
(g) any supporting documentation; and
(h) the outcome or resolution requested by the Client.
Vaultody may request additional information where reasonably necessary to review the complaint.
3. Acknowledgement and Response Times
Vaultody will use commercially reasonable efforts to acknowledge receipt of a complaint within two (2) business days.
Vaultody will use commercially reasonable efforts to provide an initial response within ten (10) business days after receiving sufficient information to review the matter.
More complex matters may require additional time, including where the complaint involves technical investigation, billing reconciliation, security review, third-party systems, legal analysis, or information that must be provided by the Client.
Any response times stated in this Policy are target response times only and do not constitute service level commitments, guarantees, or contractual deadlines.
For purposes of this Policy, "business day" means a day other than a Saturday, Sunday, or public holiday in the Republic of Bulgaria.
4. Review Process
After receiving a complaint, Vaultody may:
(a) review the information submitted by the Client;
(b) request additional information;
(c) review relevant account, billing, technical, operational, or support records;
(d) consult internal teams or service providers where appropriate;
(e) assess the matter under the applicable legal documents; and
(f) provide a response, proposed resolution, clarification, or explanation.
Vaultody's review of a complaint does not constitute an admission of fault, liability, breach, or wrongdoing.
5. Billing Complaints and Payment Disputes
If the complaint relates to billing, invoices, renewal fees, failed payments, overages, usage-based fees, Transaction-Based Fees, cancellation, or early termination charges, the Client should identify the relevant invoice, payment, charge, subscription period, and disputed amount.
The Client remains responsible for paying all undisputed amounts when due.
Submitting a billing complaint does not suspend payment obligations, prevent renewal, extend payment deadlines, or waive any rights of Vaultody under the DWaaS Software as a Service Agreement, unless Vaultody expressly agrees otherwise in writing.
6. Good Faith Resolution
Vaultody and the Client agree to act in good faith and use reasonable efforts to resolve complaints and disputes amicably.
Where appropriate, the Parties may attempt to resolve the matter through business discussions, technical review, billing reconciliation, or escalation to authorized representatives.
Nothing in this Policy prevents either Party from exercising rights or remedies available under the DWaaS Software as a Service Agreement or Applicable Law.
7. Chargebacks and Payment Provider Disputes
Before initiating a chargeback, card dispute, payment reversal, or dispute with a payment provider, the Client agrees, to the extent permitted by Applicable Law and applicable payment provider rules, to first contact Vaultody using the complaint process described in this Policy.
This allows Vaultody an opportunity to review the matter and attempt to resolve the issue directly.
Unjustified, fraudulent, abusive, or bad-faith chargebacks or payment disputes may result in suspension, restriction, or termination of access to the Services and may be treated as a breach of the applicable legal documents.
The Client remains responsible for any unpaid amounts, chargeback fees, collection costs, or other amounts payable under the DWaaS Software as a Service Agreement, to the extent permitted by Applicable Law.
8. Technical or Security-Related Complaints
If a complaint involves a suspected security issue, unauthorized access, credential compromise, API key compromise, system abuse, vulnerability, fraud, or other security-related concern, the Client should clearly identify the issue as security-related in the subject line and description.
The Client should promptly provide relevant information, including timestamps, affected accounts, API activity, logs, screenshots, error messages, IP addresses, and any other information reasonably necessary to investigate the issue.
Client cooperation may be required to investigate and resolve security-related complaints.
9. Non-Custodial Clarification
Vaultody is a technology-only, non-custodial software-as-a-service provider.
Vaultody does not hold, custody, possess, control, administer, or manage Client Digital Assets.
Vaultody does not store or control Client private keys, seed phrases, recovery phrases, recovery material, or Client-controlled signing components.
Accordingly, Vaultody cannot reverse blockchain transactions, recover lost Digital Assets, access Client-controlled signing authority, transfer Client Digital Assets, or resolve issues caused by Client-controlled keys, credentials, devices, systems, wallets, integrations, Client Applications, blockchain networks, smart contracts, protocols, validators, bridges, or third-party services.
10. Escalation
If the Client believes that a complaint has not been adequately resolved, the Client may request escalation by emailing:
Email: legal@vaultody.com
Subject: Escalation – [Client Company Name]
The escalation request should include:
(a) the original complaint;
(b) prior correspondence with Vaultody;
(c) any additional supporting materials;
(d) the requested resolution; and
(e) confirmation that the requester is authorized to act on behalf of the Client.
Vaultody will review escalation requests in good faith.
11. Formal Disputes
If a dispute cannot be resolved through the complaint and escalation process, the dispute shall be handled in accordance with the governing law and jurisdiction provisions of the DWaaS Software as a Service Agreement or other applicable legal document governing the relationship between Vaultody and the Client.
Unless otherwise expressly agreed in writing, the laws of the Republic of Bulgaria shall apply, and disputes shall be subject to the exclusive jurisdiction of the competent courts of Sofia, Bulgaria.
12. No Waiver of Rights
Submitting, reviewing, or responding to a complaint does not waive any rights, remedies, claims, defenses, limitations, disclaimers, payment obligations, suspension rights, termination rights, or other protections available to Vaultody or the Client under the applicable legal documents or Applicable Law.
13. Relationship to the DWaaS Software as a Service Agreement
This Policy is provided for transparency and operational guidance.
In the event of any conflict between this Policy and the DWaaS Software as a Service Agreement, the DWaaS Software as a Service Agreement shall prevail.
14. Contact Information
Questions regarding this Policy may be directed to:
Vaultody Ltd.
Sofia, Studentski grad, Doctor Yordan Yosifov str., 1A
Republic of Bulgaria
Email: legal@vaultody.com
