Complaints and Claims Management Policy

At AHORACRYPTO, S.L., our commitment is to offer a service of the highest quality, acting always in an honest, impartial, and professional manner. We understand that queries or incidents may arise during your experience with us, which is why we provide different communication channels according to your needs.

Do You Need Help or Technical Support?

If you have questions about the platform’s functioning, account inquiries, or need general technical assistance, we recommend contacting our Customer Support team first. These channels are designed to provide you with a quicker response for day-to-day matters:

Support Email: Write to support@ahoracrypto.com to receive direct assistance.
Live Chat: You can start an immediate conversation using the chat available in the bottom right corner of our website.
Help Center: Consult our frequently asked questions and guides section on the Help page in the top menu.

Formal Complaints and Claims Procedure

If you are not satisfied with the solution offered by Support, or wish to formalize a complaint regarding a specific action by the entity, you may initiate the formal complaint procedure in compliance with Regulation (EU) 2023/1114 (MiCA).

1. Channels for Submitting Complaints

You may submit your formal complaint in the official language of your EU Member State or in Spanish, through the following dedicated channels:

Official Email Channel: Write to legal@ahoracrypto.com. Please indicate in the subject line: "Queja (Insatisfacción)" (Complaint - Dissatisfaction).
Postal Mail: Send a letter addressed to AHORACRYPTO, S.L., Calle Gabriel García Márquez 4, Planta 1, Las Rozas de Madrid, 28232, España.
Phone: Call +34 690 942 343 (no surcharge).

2. Required Information

To ensure we can process your file correctly, please include, at minimum, the following information:

Identification details: Full name and the email address associated with your account.
Reason for the complaint: A clear description of the facts, including dates and any transaction references, if applicable.

3. Processing Procedure and Timelines

Our Legal and Compliance team will manage the complaint following these timelines:

Acknowledgement of Receipt (Maximum 10 business days): Every received complaint will be registered, and an acknowledgment of receipt will be sent within a maximum of ten (10) business days.
Standard Resolution Period: The objective is to resolve the complaint within a maximum of fifteen (15) working days.
Maximum Resolution Period: The definitive response will be provided within an absolute maximum period of two (2) months from the date the complaint was received.

Last updated: 1/11/2025