Complaints & Dispute Resolution Policy

1. Introduction

Airpero LTD ("Airpero", "we", "our", or "us") is committed to providing high-quality service. If something goes wrong, we want to hear about it and resolve the matter fairly and promptly.

This Complaints & Dispute Resolution Policy explains how you can raise a complaint, how we handle it, and the options available to you if you remain unsatisfied with the outcome.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to Airpero's products, services, staff, or the handling of your account, including issues relating to:

• Transaction processing.
• Card issuance or usage.
• Foreign exchange rates or fees.
• Account restrictions or closures.
• Customer service.
• Delays in payments or transfers.
• Errors or unauthorized transactions.

3. How to Submit a Complaint

You may submit a complaint through:

• Email: support@airpero.com
• The in-app support or help center.
• Our website contact form.

When submitting a complaint, please provide:

• Your full name and account details.
• A clear description of the issue.
• Relevant dates and transaction references.
• Any supporting documentation, screenshots, or evidence.

4. Acknowledgement of Your Complaint

We will acknowledge receipt of your complaint promptly, typically within a few business days, and provide you with a reference number to track the progress of your case.

5. Investigation Process

Once a complaint is received, we will:

• Review your account and transaction records.
• Investigate the circumstances surrounding your complaint.
• Liaise with relevant internal teams or licensed partners where necessary.
• Request additional information from you if required.

We aim to resolve complaints as quickly as possible, taking into account the complexity of the issue.

6. Our Response

Once our investigation is complete, we will provide you with:

• A summary of our findings.
• The outcome of your complaint.
• Any corrective action taken, where applicable.
• An explanation if your complaint is not upheld.

If we are unable to resolve your complaint within our standard timeframe, we will inform you of the delay and provide an updated expected resolution date.

7. If You Are Not Satisfied

If you are not satisfied with our response, you may:

• Request an internal review of the decision.
• Escalate the matter to a senior member of our compliance team.
• Where applicable, refer the matter to the relevant regulatory authority, ombudsman, or alternative dispute resolution scheme available in your jurisdiction.

Where Airpero services are provided through a licensed banking or payment partner, certain complaints may also be eligible for review through that partner's own complaints process.

8. Fraud and Unauthorized Transactions

If you believe you are a victim of fraud or an unauthorized transaction has occurred on your account, contact us immediately so that we can investigate and take appropriate action, which may include suspending the affected account or card.

9. Record Keeping

We maintain records of complaints and their outcomes to help us identify recurring issues, improve our products and services, and meet our regulatory obligations.

10. Changes to This Policy

We may update this Policy from time to time to reflect changes in our complaints handling procedures or applicable regulatory requirements.

The latest version will always be available on our website and mobile application.

11. Contact Us

To submit a complaint or ask a question about this Policy, please contact:

Airpero LTD

Email: support@airpero.com

Website: https://www.airpero.com

Regulatory Notice

Airpero LTD is a financial technology company and is not a bank. Banking, payment, card issuing, foreign exchange, money transfer, and related financial services are provided through licensed financial institutions and regulated payment partners in the jurisdictions where such services are offered.