Complaints Handling Procedure.

This complaints handling procedure (this “Procedure”) applies to the website and brokerage platform in connection with all services provided by Cryptonow GmbH, a company registered in the Republic of Austria, with its registered address at Marc-Aurel-Str. 10–12, 1010 Vienna, Austria (“Cryptonow,” “the Company,” “we,” “us,” or “our”), via its electronic brokerage platform (including any related mobile applications and websites used to access the same) (collectively, the “Platform”).

This Procedure establishes a transparent, fair, and efficient framework for the receipt, assessment, and resolution of complaints submitted by clients, in accordance with Article 71(1) of Regulation (EU) 2023/1114 on Markets in Crypto-Assets (MiCAR).

1. Applicability of the Procedure

This Procedure applies to all complaints submitted by clients, prospective clients, or any other party affected by the services provided by Cryptonow in its capacity as a Crypto-Asset Service Provider (CASP).

2. Interpretation and Definitions

Complaint: Any written expression of dissatisfaction from a client or other interested party regarding a service provided or not provided by Cryptonow.

Complainant: The natural or legal person submitting the complaint.

Complaints Officer: The individual or department responsible for the handling of complaints in accordance with this Procedure.

3. Conditions for Admissibility

Complaints are admissible where they relate to services provided by Cryptonow, are submitted by an identifiable complainant, and contain sufficient information to enable an investigation.

Complaints that do not meet these conditions shall be acknowledged. The complainant shall be informed of the reasons for inadmissibility and, where applicable, invited to provide additional information.

4. Submission of Complaints

Clients may submit complaints free of charge using any of the following methods:

Complaints may be submitted using the template available on our website or in free form, provided that all required information is included.

Required Information

To facilitate efficient handling, the complainant should provide: full name and contact details; relationship with the Company (e.g., client, prospective client); a description of the issue or incident; relevant date(s); any supporting documentation; and the desired outcome or proposed resolution.

Language of Submission

Complaints may be submitted in any official language of the Member State in which the service is provided, or, at a minimum, in English.

5. Confirmation of Receipt

Upon receipt of a complaint, Cryptonow shall acknowledge receipt within five (5) business days, provide the complainant with a unique reference number and contact details for follow-up, and inform the complainant if additional information is required to process the complaint.

6. Examination and Final Response

The Complaints Officer or delegated staff shall conduct an impartial and thorough examination of the complaint. Additional information may be requested from the complainant where necessary. Cryptonow shall provide its final response within thirty (30) calendar days from receipt of the complaint.

The final response shall include a summary of the complaint, the findings of the examination, the decision taken or the proposed resolution, and information on available means of redress, including out-of-court or alternative dispute resolution mechanisms, where applicable.

7. Closure of the Complaint Process

A complaint shall be considered closed when the complainant has confirmed satisfaction with the proposed resolution, or no further communication has been received within thirty (30) calendar days following the final response.

The Complaints Officer shall record the closure date, outcome, and any corrective actions implemented.

8. Further Remedies and Escalation Rights

If the complainant is not satisfied with the outcome, they may escalate the matter to the competent authority or the relevant out-of-court dispute resolution body in their Member State.

For complaints under Austrian jurisdiction, the competent authorities include the Financial Market Authority (FMA), the Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft (Bankenschlichtungsstelle), and the Ombudsstelle des Fachverbandes Finanzdienstleister.

9. Documentation and Retention of Records

All complaints and related correspondence shall be registered and stored in a secure electronic system. Each complaint shall be tracked through an internal system recording the steps taken, responsible staff, findings, and final outcome. Records shall include the complaint reference number, date of receipt, complainant details, a summary of the issue, actions taken, and the resolution outcome. Records shall be retained for a minimum period of five (5) years following resolution.

Last Updated: 1st of February 2026

© Copyright 2026 Cryptonow GmbH. All Rights Reserved.

Cryptonow GmbH, Marc-Aurel-Straße 10-12/15a, 1010 Vienna, Austria, provides the regulated service of exchanging crypto-assets for other crypto-assets and/or fiat currency as the principal counterparty to the client.

Cryptonow GmbH is licensed as a Crypto-Asset Service Provider (CASP) under Austrian law. Trading in crypto-assets involves substantial risk and may not be suitable for all investors. Prior to engaging in any transaction, investors should carefully assess their investment objectives, level of experience, and risk tolerance. The value of crypto-assets is highly volatile and may result in significant losses within a short period. Each crypto-asset possesses distinct characteristics, and investors should undertake thorough research and ensure they fully understand an asset before engaging in any trade. Past performance is not a reliable indicator of future results. This content qualifies as a marketing communication within the meaning of the Markets in Crypto-Assets Regulation (MiCAR), does not constitute an investment recommendation or financial advice, and investors must ensure they understand all associated risks, including the potential loss of the entire invested capital. Funds should not be invested if their loss cannot be financially sustained.