Draft for legal review. This document is a working draft and is not yet in force. Items in [square brackets] are placeholders to be completed by BineBit and its lawyers.
Start with support
Most problems, such as a delayed payout or a rejected gift card, are fastest to fix through support. If you are not happy with the answer, or you want to raise a formal complaint straight away, follow the steps below.
How to make a complaint
Email complaints@binebit.com from the email address on your BineBit account, and include:
- your full name and the email or phone number on your account;
- the order ID, if your complaint is about a sale, deposit, gift card or eSIM;
- what went wrong, when it happened and what you would like us to do;
- any screenshots, receipts or transaction hashes that help explain it.
We will never ask for your PIN, password or one-time codes. Do not send them to anyone.
What happens next
| Step | When |
|---|---|
| We confirm we have your complaint and give you a reference | Within [2] business days |
| We investigate. A person who was not involved in the original issue reviews it | We aim to resolve most complaints within [15] business days |
| We send a final response explaining our decision and any remedy | No later than [8 weeks] after we received the complaint |
If you are still unhappy
If you disagree with our final response, or we have not responded in time, you may be able to take your complaint further:
- Nigeria: [Escalation route to be confirmed by our lawyers, for example the Securities and Exchange Commission (SEC) Nigeria or the Federal Competition and Consumer Protection Commission (FCCPC).]
- United Kingdom: [Escalation route to be confirmed by our lawyers. Most cryptoasset activity is not regulated in a way that gives access to the Financial Ombudsman Service; we will state clearly here whether it applies.]
How we use complaints
We record every complaint and review them regularly to find and fix the causes. Information you give us is handled in line with our Privacy Policy.