> For the complete documentation index, see [llms.txt](https://docs.visionmakers.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.visionmakers.io/legal/complaints.md).

# Complaints and Dispute Resolution

Version 2.0 · Effective 24 October 2026

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

## 1 · Raising a complaint

Email [admin@visionmakers.io](mailto: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.

<div class="callout">
<span class="callout-label">Consumer rights and counsel review</span>
Mandatory arbitration and class waivers are <strong>unenforceable or restricted in several
jurisdictions</strong>, 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
<strong>confirmed by counsel</strong>.
</div>

## 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](mailto: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](/legal/privacy).

## 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](mailto:admin@visionmakers.io)