Complaints Policy

Posted on: May, 2026

1. Purpose

At Allpass.ai, we are committed to providing reliable and professional KYC/AML compliance services to our business customers. We take all complaints seriously and aim to resolve them fairly, transparently, and promptly.

This Complaints Policy explains how customers may submit complaints regarding our services, platform performance, support, or business practices, and how we handle and resolve such complaints.

2. Scope

This policy applies to complaints related to:

• Allpass.ai platform and related services;

• Customer support interactions;

• Service availability or technical issues;

• Billing and contractual matters;

• Data handling concerns related to our services;

• Any other aspect of our relationship with business customers.

This policy does not apply to:

• Requests for technical assistance submitted through standard support channels;

• General feedback or feature requests;

• Matters outside Company’s control or responsibility.

3. How to Submit a Complaint

Complaints should be submitted in writing using the following contact details:

Email: [email protected]

To help us investigate efficiently, please include:

• The word “Complaint” in the subject line of your email;

• Your company name;

• Contact person and contact details;

• A description of the issue;

• Relevant dates, transaction IDs, or screenshots where applicable;

• The outcome you are seeking.

4. Complaint Handling Process

Once a complaint is received, Allpass.ai will:

1. Acknowledge receipt of the complaint within a reasonable timeframe;

2. Review the complaint internally and gather relevant information;

3. Contact you if additional details are required;

4. Work toward a fair and appropriate resolution.

We aim to provide a final response within 7 calendar days from receipt of the complaint. If additional time is required due to the complexity of the matter, we will inform you accordingly.

5. Resolution Outcomes

Depending on the nature of the complaint, resolutions may include:

• Clarification or explanation;

• Technical remediation;

• Service adjustments;

• Corrective actions;

• Other appropriate remedies where applicable.

Submitting a complaint will not negatively affect your relationship with Allpass.ai.

6. Confidentiality

All complaints are handled confidentially and in accordance with applicable EU data protection laws, including the General Data Protection Regulation (GDPR).

Information provided as part of a complaint will only be used for the purpose of investigating and resolving the matter.

7. Escalation

If you are not satisfied with the outcome of your complaint, you may request further review by replying to the original complaint correspondence and providing additional information or clarification.

Allpass.ai will conduct an additional internal review where appropriate.

8. Policy Updates

Allpass.ai may update this Complaints Policy from time to time to reflect operational, legal, or regulatory changes. Updated versions will be published on our website with a revised effective date.

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