1. Our Promise
ChekBuk is a product of Afria Technologies LLC ("we" or "us"). When something goes wrong, we want to put it right.
A complaint is any time you tell us you're unhappy with ChekBuk, our service or our staff and expect a reply. Complaining is free. This policy is part of our Terms of Service.
2. How to Complain
- In the app: open in-app support and choose to raise a complaint. This is usually fastest.
- By email: support@chekbuk.com for general complaints.
- Formal complaints: legal@chekbuk.com, if you want a formal written complaint or you're unhappy with support's reply.
What to include:
- your full name and the email or phone number on your account;
- what went wrong, and when;
- any transaction, escrow or reference numbers;
- copies or screenshots of relevant messages or documents; and
- what you'd like us to do to fix it.
Never send us your password, full card number or one-time codes. We will never ask for them.
Someone complaining for you. A family member or adviser can complain for you. We'll need your permission, and we may need to verify both of you before discussing your account.
3. What Happens Next
| Step | Time limit |
|---|---|
| We acknowledge your complaint | Within 2 business days |
| We send our final response | Within 15 business days |
| If it's delayed for exceptional reasons | No later than 35 business days, and we'll tell you why |
Times run from when we receive your complaint.
Our acknowledgement gives you a reference number and who is handling it. If we can fully solve it by the end of the next business day, we may do so in one reply.
We'll look fairly at everything relevant, including our records and what you send, and may ask for more. If the issue is outside our control or needs a partner's information, we'll send a holding reply saying why and when to expect our final response.
Our final response will tell you:
- what we found;
- whether we uphold your complaint, fully or partly;
- what we'll do to fix it, if anything; and
- how to escalate if you're still unhappy (Sections 4 and 5).
If we got something wrong, we'll aim to put you back where you would have been, for example by fixing an error, refunding a wrong fee or explaining what we'll change.
4. Escalating Within ChekBuk
Not happy with our response, or haven't heard back in time? Reply to it or email legal@chekbuk.com with your reference number and why. Our complaints lead reviews it, plus where appropriate a manager not involved in the first decision, and sends a final response within the times in Section 3.
5. Escalating Outside ChekBuk
If you're not satisfied with our final response, you may contact the financial regulator or consumer protection authority where you live. Doing so doesn't affect your other legal rights.
6. Partner Complaints
Some services come from our licensed partners (payment, payout, custody and stablecoin). If your complaint is about one, contact us first. We'll investigate, contact the partner if needed and route it to the right place. If you need, or have the right, to use a partner's own complaints process, we'll tell you how.
7. Escrow Disputes
An escrow dispute is not a complaint. A disagreement with the other party about an escrow (for example, whether funds should be released, refunded or split) is raised in the app and decided by a ChekBuk moderator under the Escrow Terms.
You can complain under this policy if you're unhappy with how we handled the dispute process, such as delays, communication or how a moderator ran the review. A complaint doesn't reopen the moderator's decision on the funds unless we find we made an error.
8. Records and Support
Records. We keep a record of every complaint (what you told us, our investigation and our response) to resolve it, meet our legal duties and improve. We keep it only as long as we need to and handle it as our Privacy Policy describes. We review complaints regularly to find and fix root causes.
Extra help. If you need help complaining, or need us to communicate differently (larger text, another format, more time, or help from someone you trust), tell us. We'll make reasonable adjustments.
No retaliation. Complaining won't change how we treat you. We won't close, restrict or disadvantage your account because you complained. We may still act as the law, our partners or our Terms of Service require for reasons unrelated to your complaint.
9. Contact
- In-app support
- Support: support@chekbuk.com
- Formal complaints and legal notices: legal@chekbuk.com
- General: hello@chekbuk.com