Complaints and Dispute Resolution

How to raise a complaint with Vision Makers Technologies Inc., and how disputes are resolved.

1 · Raising a complaint

Email admin@visionmakers.io with subject "Complaint", including:

your account identifier or registered email;
what happened, and when;
the outcome you are seeking;
any supporting evidence, screenshots, transaction hashes, correspondence.

2 · Our process

Stage	Target
Acknowledgement	2 business days
Substantive response, or explanation of delay	15 business days
Complex cases, final response	35 business days
Internal escalation review, on request	15 business days from request

Our final response will state our conclusion, the reasoning, any remedy offered, and your options if you remain dissatisfied.

3 · What we can and cannot do

We can: correct our own errors; restore access wrongly removed; refund fees we charged in error; correct inaccurate personal data; and explain what happened using our logs.

We cannot: reverse a blockchain transaction; recover assets sent to a wrong address; compensate for trading losses, including those following AI interpretation or a wallet alert; recover a lost seed phrase; or intervene in a dispute between you and a third party.

These limits follow from the non-custodial architecture, not from unwillingness.

4 · Informal resolution first

Before commencing formal proceedings, both parties agree to attempt good-faith informal resolution for 60 days from written notice of the dispute. Most issues resolve here, and the requirement applies to us as well as to you.

5 · Formal dispute resolution

If informal resolution fails, disputes are finally settled by binding arbitration under the rules of a recognised arbitral institution, by a single arbitrator, seated in the Republic of Panama, conducted in English.

Class action waiver. To the extent permitted by law, disputes are resolved individually, and not as a class, collective or representative action.

Exceptions. Either party may bring an individual claim in small claims court where eligible, and either may seek injunctive relief in any court of competent jurisdiction to protect intellectual property or prevent unauthorised access.

Consumer rights and counsel review Mandatory arbitration and class waivers are unenforceable or restricted in several jurisdictions, including much of the EU and UK for consumer contracts. Nothing in this section removes a consumer's right to bring proceedings in their country of habitual residence, or deprives them of mandatory local protections. The enforceability of this clause, and whether a carve-out for consumers in specific jurisdictions is required, must be confirmed by counsel.

6 · EU and UK consumers

EU consumers may use the European Commission's Online Dispute Resolution platform. You may also contact your national consumer protection body. These rights exist alongside, and are not replaced by, the process above.

7 · Data protection complaints

Complaints about personal data should go to admin@visionmakers.io in the first instance. You also have the right to complain directly to your supervisory authority: you do not need to come to us first. See Privacy Policy §9.

8 · Time limit

Any claim must be brought within one year of the event giving rise to it, except where a longer period is required by law.

Contact

admin@visionmakers.io