Principles for Complaints and Dispute Resolution
Effective Date: July 12, 2025
1. Our Commitment
Buburuza™ is dedicated to delivering superior service and resolving any issues fairly, transparently, and efficiently. We view complaints as opportunities to improve and commit to handling them with diligence, impartiality, and in full compliance with applicable laws
2. How to Raise an Issue or Complaint
Step 1: Contact Support – For prompt resolution, reach our team with details of your concern. Email: support@buburuza.com. We aim to respond within 24 hours.
Step 2: Formal Complaint – If unsatisfied, submit a written complaint including your
name/account details, issue description, prior steps taken, and desired outcome. We acknowledge within 5 business days.
3. Our Internal Review Process
Upon receipt, we investigate thoroughly, involving relevant teams and external experts if needed. A final written response, including findings and resolutions, is provided within 15 business days (extensions notified if complex). All processes are documented for accountability.
4. Binding Arbitration
Unresolved disputes proceed to binding arbitration per our separate Master Legal Agreement: conducted in English by a neutral arbitrator (e.g., AAA), under Delaware law. No class actions; decisions are final. Costs shared reasonably.
5. Contacting a Supervisory Authority
You may escalate to regulators: FINTRAC (Canada) for fiat; Comoros OFA for banking/crypto. We cooperate fully.
6. Your Responsibilities
Provide accurate, complete information and cooperate. Malicious complaints may lead to account review.
Contact: support@buburuza.com
