Complaints Handling Policy

Purpose and Scope

At Unramp OOD (“Unramp”) we aim to provide high-quality crypto-asset exchange services. If you believe we have not met your expectations, or that you have suffered a loss or detriment as a result of our services, you have the right to submit a complaint.

This Policy applies to all services provided by Unramp as a CASP authorised (or in the process of authorisation) under MiCA, the Bulgarian Markets in Cryptoassets Act (ZPKA) and applicable Bulgarian and EU consumer-protection law, including the Law for Consumer Protection (ZZP).

What Is a Complaint

A complaint is any expression of dissatisfaction, submitted in written form, from or on behalf of a client about our services, behaviour or handling of your crypto-asset transaction that requires a formal review and response. Complaints may relate to: transaction execution; fees or commissions; quality of communication; technical issues; alleged breach of Terms and Conditions; or handling of personal data.

Who Can Submit a Complaint

Individual users of Unramp services and duly authorised representatives acting on their behalf may submit complaints. If you act on behalf of another person, please include a valid written authorisation.

How to Submit a Complaint

By Email (preferred)

[email protected] — please include “Complaint” in the subject line.

By Post

Unramp OOD, Attn: Complaints Department 22 San Stefano Str., San Stefano Plaza, entr. B, 5th floor, Office 16 City of Sofia 1504, Bulgaria

Complaint Template

Clients may use the Complaint Form template. Use of the template is recommended but not required.

What Information to Include

To help us process your complaint quickly, please provide:

• your full name and contact details (email, and optionally telephone number);

• the date and approximate time of the event or issue;

• a clear description of the problem and the outcome you are seeking;

• relevant transaction identifiers (order number, wallet address, transaction hash);

• copies of any supporting documents (screenshots, receipts, statements, correspondence).

Complaint Handling Procedure

Step 1 - Acknowledgement

We will acknowledge receipt of your complaint within 3 business days of receiving it. The acknowledgement will include a reference number, the name or function of the person handling your case, and information about next steps.

Step 2 - Investigation

We will investigate your complaint fairly and impartially, reviewing transaction data, system logs, internal records and applicable contractual terms. We may contact you to request additional information.

Step 3 - Response

We will provide our final written response within 15 business days of receiving your complaint. In complex or exceptional cases, we may extend this period to 35 business days, in which case we will notify you in writing of the reason for the delay and the new expected response date, in accordance with MiCA Article 73 and applicable ESMA guidelines on complaints handling.

If we cannot meet the 15-business-day target, we will contact you before that deadline expires to explain the reasons for the delay and confirm when you can expect our final response. If exceptional circumstances mean we cannot respond within 2 months, we will contact you before that deadline with an explanation and a revised expected date.

Outcome of the Complaint

Our final response will include: a summary of your complaint; the outcome of our investigation; whether your complaint is upheld, partially upheld or rejected; any corrective actions or remedies proposed; and information on your options if you remain dissatisfied.

No Additional Cost

Filing a complaint is free of charge. You may, however, incur costs for legal advice or translation services if you choose to use them.

Alternative Dispute Resolution and External Remedies

Bulgarian Financial Supervision Commission (FSC)

16 Budapeshta Str., 1000 Sofia, Bulgaria https://www.fsc.bg/en/for-the-consumers/complaints/

EU Online Dispute Resolution (ODR) Platform

https://ec.europa.eu/consumers/odr

Commission for Consumer Protection (КЗП)

Clients who qualify as consumers under the Bulgarian Consumer Protection Law may also contact the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите — KZP): 4a Slaveykov Sq., 1000 Sofia, www.kzp.bg. The KZP handles disputes arising from consumer contracts and may assist in accessing mediation or ADR procedures.

Judicial Remedies

This Policy does not affect your right to bring legal proceedings before the competent courts under applicable law.

Language of Complaints

We handle complaints in English and Bulgarian. Complaints in other languages may require translation, which could extend processing time.

Privacy and Personal Data

Personal data provided in connection with a complaint will be processed in accordance with our Privacy Policy and applicable data-protection laws (GDPR and the Bulgarian Personal Data Protection Act). We retain complaint-related data for a minimum of 5 years from the date of our final response, and longer where required by applicable law, after which it is deleted or anonymised in accordance with our data-retention policy.

Review of This Policy

We may update this Policy to reflect changes in law, regulation or our internal processes. The latest version will always be available on our website with the date of last update.