Complaints Handling Procedure

1. INTRODUCTION

At Shipfinex FZCO, we are committed to providing excellent service to all our clients. We recognise that occasionally concerns or complaints may arise. This document outlines how we handle complaints from clients in a fair, transparent, and timely manner.

2. WHO CAN COMPLAIN

Any client or user of Shipfinex services can submit a complaint. This includes holders of Maritime Asset Tokens (MATs) and all other service users.

3. WHAT CAN BE COMPLAINED ABOUT

You can complain about any aspect of Shipfinex services, including but not limited to:

Service quality or operational issues

Delays in handling requests

Alleged breaches of Shipfinex policies or procedures

Communication or transparency concerns

Any other concerns related to Shipfinex services

4. HOW TO SUBMIT A COMPLAINT

You can submit your complaint in the following ways:

Email: [email protected]

Through the Shipfinex website support form

Via the customer support function within the Shipfinex platform

5. WHAT TO INCLUDE IN YOUR COMPLAINT

To help us investigate your complaint effectively, please provide:

Your name and contact details

A clear description of the issue

The date or timeframe when the issue occurred

Any relevant transaction IDs, token references, or account information

Any documentation supporting your complaint

Details of any steps you have already taken to resolve the issue

6. COMPLAINT HANDLING TIMELINE

Acknowledgement: We will acknowledge receipt of your complaint within 7 calendar days.

Initial Response: We will provide a substantive response or update within 4 weeks of receiving your complaint.

Final Resolution: If we cannot resolve your complaint within 4 weeks, we will keep you informed of progress. The maximum timeframe for resolution is 8 weeks from the date you submitted your complaint.

7. WHAT HAPPENS NEXT

Your complaint will be logged and assigned a unique reference number

We will conduct a fair and impartial investigation

Relevant teams at Shipfinex will review your complaint

For complaints involving maritime asset matters, the relevant Board Committee will review and provide guidance

We will communicate our findings and proposed resolution to you

8. FEES

There are no fees or charges for submitting or handling a complaint.

9. IF YOU ARE NOT SATISFIED

If you are not satisfied with our resolution, you have the right to escalate your complaint. You may:

Request a further review by Shipfinex senior management

Submit a complaint to the Virtual Assets Regulatory Authority (VARA)

10. REGULATORY ESCALATION

If you remain unsatisfied with our resolution, you have the right to lodge a complaint with VARA, Shipfinex's regulatory authority. VARA can be contacted at:

Virtual Assets Regulatory Authority (VARA)

Website: www.vara.ae

Email: [email protected]

Address: Emirates Towers, Level 41, Sheikh Zayed Road, Dubai, UAE

11. CONFIDENTIALITY

All complaints are handled confidentially. We will protect your personal information in accordance with applicable data protection laws.

12. CONTACT US

For complaints or queries about this procedure:

Email: [email protected]

Shipfinex FZCOIFZA Business Park

Dubai Silicon Oasis

Dubai, United Arab Emirates