COSTUMERS DISPUTES WITH FINANCIAL MARKET PARTICIPANTS AND COMPLAINT HANDLING

A person who believes that UAB Green Cliff Inc. (hereinafter referred to as the “Company”) has violated their rights or legally protected interests related to the provision of virtual cryptocurrency services may first submit a written complaint to the Company, specifying their claims and the circumstances of the complaint. Customers can submit complaints free of charge, and the investigation and review of complaints are also free for the Applicant. Complaints must be submitted within three (3) months from the date the Customer became aware or should have become aware of the violation of their rights or legitimate interests.

A complaint may be submitted to the Company by a current, potential, or former client or their duly authorized representative (a document confirming representation must comply with the form and content requirements set forth in the laws and other legal acts of the Republic of Lithuania).

YOU CAN COMPLAIN IN THE FOLLOWING WAYS:

1. By Email: support.bintense.io and [email protected]. Only signed complaints (scanned or electronically signed) may be submitted via email.
2. By regular mail: mailing to Naugarduko st. 3-401, Vilnius, Lithuania.

IN THE COMPLAINT, PLEASE PROVIDE THE FOLLOWING INFORMATION:

1. The complainant’s full name, surname, company name, company code, and the name and surname of the company’s representative;
2. The date of complaint submission;
3. Accurate contact details of the complainant (address, telephone number, and email address);
4. Detailed circumstances and facts that form the basis of the claims or complaints against the Company;
5. Clearly formulated demands and requests;
6. Any other documents that may affect the investigation of the submitted complaint;
7. The complainant’s signature, confirming the accuracy of the complaint’s content.

A complaint must be clearly formulated, specifying the particular facts and circumstances that give rise to the issue. It must be legibly written to enable proper evaluation and response. The complaint must adhere to the established submission procedure and be submitted within the required timeframe. Additionally, the complaint must pertain to the scope of services or products offered by the Company.

To submit the complaint, use the following template of the form: https://bintense.io/wp-content/uploads/2025/01/FORM-FOR-THE-SUBMISSION-OF-THE-COMPLAINT-EN.pdf

COMPLAINTS THAT WILL NOT BE CONSIDERED:

1. Anonymous complaints.
2. Irrelevant complaints not related to the Company’s activities.
3. Complaints that are identical to those already being reviewed by another competent authority or court, or for which a decision has already been made.
4. Complaints submitted more than 3 (three) months after the date on which the Client became aware or ought to have become aware of a violation of their rights or legitimate interests.

TIMEFRAME FOR COMPLAINT RESOLUTION:

The Company will address the received complaint as promptly as possible, but no later than 15 (fifteen) business days from the date of receipt. In exceptional circumstances, where it is not possible to provide a response within 15 business days due to objective reasons, the Company must send an interim response. This response will clearly outline the reasons for the delay and specify the timeframe within which the Applicant will receive the final resolution. Under no circumstances shall the timeframe for providing the final response exceed 35 business days from the date of acknowledgment of receipt of the complaint.

PROVIDING A RESPONSE TO THE COMPLAINT:

The response to the complaint will be provided in writing and in the same manner in which the complaint was received unless the Applicant specifies otherwise. Communication with the Applicant will be conducted in the language in which the complaint was submitted, provided it is either Lithuanian or English.

If the Company does not agree with the Applicant’s claims, it will always issue a detailed and reasoned written response. Where necessary, the response will be supported by relevant documents. Additionally, the Company will provide information about available remedies, such as filing a complaint with a competent authority or initiating civil proceedings.

WHERE TO ADDRESS COMPLAINTS IF UNSATISFIED WITH THE COMPANY’S RESPONSE:

If the Applicant is not satisfied with the response provided by the Company, they may seek to protect their rights by filing a claim with a court or by submitting a complaint to the Bank of Lithuania. The Bank of Lithuania supervises and regulates cryptocurrency service providers in Lithuania, ensuring compliance with legal requirements and fair treatment of consumers.

The Rules for the Out-of-Court Settlement of Disputes between Consumers and Financial Market Participants established by the Bank of Lithuania govern the out-of-court dispute resolution process. This procedure is available for consumers or other financial market participants who wish to resolve disputes with financial service providers, including cryptocurrency service providers regulated by the Bank of Lithuania. It offers a platform for resolving disputes without court proceedings, with the assistance of the Bank of Lithuania.

A complainant has the right to address the Bank of Lithuania for dispute resolution within one year from the date of submitting the claim to the financial market participant. For more information or to submit a complaint, please refer to the Bank of Lithuania’s electronic consumer dispute resolution system: https://www.epaslaugos.lt/portal/service/55620/3620

If an individual is unable to submit a request through the electronic dispute resolution system, they may submit a request for the resolution of a consumer dispute by completing the Consumer Request Form and sending it to the Legal and Licensing Department of the Bank of Lithuania. Submissions can be made via email at [email protected] or by post to the following address: Totorių g. 4, 01121 Vilnius, Lithuania. For more details, please visit: https://www.lb.lt/lt/kaip-pateikti-prasyma-del-ginco-nagrinejimo

HOW TO SUBMIT THE COMPLAINT FORM

Printed version

1. Download the template here: https://bintense.io/wp-content/uploads/2025/01/FORM-FOR-THE-SUBMISSION-OF-THE-COMPLAINT-EN.pdf

2. Print the form and fill it in by hand.

3. Scan the form and send it to:

3.1. Email address support.bintense.io or [email protected]. [email protected].

3.2. By mail to Naugarduko st. 3-401, Vilnius, Lithuania

Electronic version

1. Send a request for an e-signature link to support.bintense.io or [email protected]. [email protected].

2. Fill out the form using the link provided..