Complaints Procedure

1.What this procedure covers

This procedure applies to complaints about the service ZeroFive provides under the Terms of Service at /terms: your account, fees, payments, payouts, refunds, holds and suspensions, our checkout, our support and how we handle personal data under the Privacy Policy at /privacy. Merchants and the customers who pay them through our checkout can both use it.

If your complaint is about something you bought, such as delivery, quality, a cancellation or a refund the merchant owes you, contact the merchant first. The merchant is responsible for what it sells. If the merchant does not respond, tell us. We cannot make the merchant's decisions for it, but we will check whether the merchant is breaking our Terms or the Prohibited Businesses policy, and we will handle any part of the problem that involves our checkout or a payment we hold.

To report a store you believe is fraudulent or breaks the Prohibited Businesses policy at /prohibited, use the Report link at the bottom of our hosted checkout and tip pages. To report a security vulnerability, email [email protected]. Those reports are handled separately and do not need to follow this procedure.

Asking us to review a hold, suspension or other restriction, as the Terms describe, is not a complaint. If you are unhappy with the outcome of that review, you can complain under this procedure.

2.How to make a complaint

Email [email protected] with "Complaint" in the subject line. Making a complaint is free.

To help us resolve it quickly, include:

• Your name and the email address on your account, or the email you used at checkout.
• The store ID, invoice, payment or payout reference, and any transaction hash involved.
• What went wrong, when it happened, and what you would like us to do about it.
• Any screenshots, emails or other evidence that supports your complaint.

You can ask someone to complain on your behalf, for example a lawyer or a family member. We may ask for your written permission before discussing your account with them.

3.What happens next

1. We acknowledge your complaint within 2 Hong Kong business days, give you a reference and tell you who is handling it.
2. Where possible, someone who was not involved in the decision you are complaining about investigates. If that isn't possible, we tell you who is handling it. We may ask you for more information; the time you take to reply does not count towards our deadline.
3. We send you a written final response within 15 Hong Kong business days of receiving the complaint. It explains what we found, what we will do and why, and how to escalate if you disagree.

Business days are Monday to Friday, excluding Hong Kong public holidays, counted from the business day after we receive your complaint. If a complaint is complex and we need longer, we write to you before the deadline to explain why and when you can expect our answer. Even then, we send our final response within 30 Hong Kong business days. Where a payment, payout or refund is time-sensitive, tell us and we will prioritise it.

If we find we made a mistake, we will put it right where we can, for example by correcting a balance, releasing a payment we are lawfully able to release, or refunding a fee charged in error. Some outcomes are limited by law, for example where screening or a legal restriction prevents a release.

4.If you're not satisfied

If you disagree with our final response, or we miss our deadline, email [email protected] with "Escalation" in the subject line within 60 days of our final response or of the missed deadline. Include your complaint reference if you have one; if we never acknowledged your complaint, include the date you sent it instead.

Where possible, a director or senior person at ZeroFive who was not involved in the original response reviews the escalation. If that isn't possible, we tell you who is reviewing it. We reply in writing within 15 Hong Kong business days, and that reply is our final position.

5.Outside help

You don't have to finish our procedure before seeking outside help, but it is usually the quickest way to resolve a problem. Depending on your situation, you may be able to contact:

• The Hong Kong Consumer Council, if you are a consumer, about the way we have dealt with you: www.consumer.org.hk
• The Office of the Privacy Commissioner for Personal Data, Hong Kong, about how we handle personal data: www.pcpd.org.hk
• A consumer protection or data protection authority in the country where you live, where its law gives you that right.

We are not currently a member of a financial ombudsman or alternative dispute resolution scheme. We are willing to consider mediation if both sides agree to it. This procedure does not affect your right to bring a claim in court or any other legal right you have.

6.Records we keep

We record each complaint, the information we received, the steps we took, our responses and the outcome. We keep these records for three years after the complaint is closed, then delete or anonymise them, unless they are needed for a legal claim that is still open. Payment and transaction records connected to a complaint are kept separately, for the periods in the Privacy Policy at /privacy.

We use complaint records to resolve your complaint, to meet our legal obligations and to find and fix recurring problems. Personal data in them is handled as the Privacy Policy describes.