Complaint Policy

Complaint Policy

At Brighty.app, we are committed to providing exceptional service to all our users. We understand that sometimes issues may arise, and we value your feedback. This Complaint Policy outlines our approach to handling complaints effectively and fairly.

General terms

Brighty Digital UAB, a Lithuanian Company with registration number 306099818, having its registered address at Vilnius, Konstitucijos pr. 21. and its affiliates (the “Company” “We” “Us” “Our”).

• Customer, You - a natural or legal person to whom the Company provides financial services
• Consumer - a natural person who contracts with Us for purposes other than business, trade or professional (for personal, family or household needs)
• Complaint – a written request from You stating that Your rights or legitimate interests have been violated in relation to the services provided by Us and requesting to satisfy Your requirements
• Response - a written reply regarding the questions/requirements raised by You

You must submit the complaint within 3 (three) months from the date when you became or should have become aware about the violation of your rights and/or interests protected by the law. Your complaint must be made in writing in English or Lithuanian language.

Eligibility

• You must have registered and set up an account with the Brighty App in accordance with the General T&Cs in order to set up a Brighty Earning Vault.
• You may not set up a Brighty Earning Vault if you are a resident of a country which prohibits the purchase, sale or holding of cryptocurrencies, or in case we previously closed a Brighty Earning Vault opened by you due to a direct or indirect breach of the terms of the Brighty App Earning Programme or the General T&Cs.

1. Purpose

• Provide a clear and transparent process for users to submit complaints.
• Ensure complaints are handled promptly, fairly, and with respect.
• Identify opportunities for improvement based on user feedback.

2. Definition of Complaint

A complaint is defined as any expression of dissatisfaction by a user regarding our products, services, or the behavior of our staff.

3. How to Submit a Complaint

You can submit Complaints via following channels:

• Email: support@brighty.app
• Registered Mail, download the COMPLAINT FORM and address it to registered address at Vilnius, Konstitucijos pr. 21

4. Acknowledgment of Complaints

Upon receiving a complaint, we will promptly acknowledge it within 48 hours during regular business hours. The acknowledgment will include:

• Confirmation of receipt of the complaint;
• Estimated timeline for resolution. The complaint will be investigated and the response will be provided within 15 (fifteen) business days as of its receipt, unless the response cannot be provided within 15 (fifteen) days due to reasons beyond Our control.
• Contact information of the person handling the complaint.

5. Investigation and Resolution

We will thoroughly investigate all complaints and strive to resolve them as quickly as possible. Our resolution process will include:

• Gathering all necessary information related to the complaint;
• Reviewing relevant records and communications;
• Communicating with the user to understand their concerns fully;
• Taking appropriate actions to address the complaint, which may include issuing apologies, providing refunds, or implementing process improvements;
• If the information contained in the Form is deemed insufficient to adequately assess the situation, We will contact You via the preferred method of contact You chose in the Form.

6. Communication with Users

Throughout the complaint resolution process, we will maintain open and transparent communication with the user. We will provide regular updates on the status of their complaint and any actions taken. Complaint shall be provided in Lithuanian or English language. Response will be provided in the same language as the complaint.

7. Escalation Procedure

If a user is dissatisfied with the initial resolution of their complaint, they may request escalation. The complaint will then be reviewed by a designated senior staff member or management team for further investigation and resolution.

If You are a legal person and You have well-founded suspicions that We have breached certain provisions of legal acts on the financial market, You can also submit a complaint to the Bank of Lithuania
(https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-4).

Ways of bringing complaints and disputes before the Bank of Lithuania:

• Gathering all necessary information related to the complaint;
• Reviewing relevant records and communications;
• Communicating with the user to understand their concerns fully;
• Taking appropriate actions to address the complaint, which may include issuing apologies, providing refunds, or implementing process improvements;
• If the information contained in the Form is deemed insufficient to adequately assess the situation, We will contact You via the preferred method of contact You chose in the Form.

You can also apply to the European online dispute resolution website
(https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.adr.show2&lng=EN).

8. Recording and Analysis

We will maintain records of all complaints received, including details of the issue, actions taken, and resolutions provided. Periodically, we will analyze complaint data to identify trends and opportunities for improvement in our products, services, and processes Our response and all leading documents will be stored for 5 years from the provision of Our final Response to You, unelss other Legal acts provide extension.

9. Continuous Improvement

At Brighty.app, we are committed to continuous improvement based on user feedback. We will use insights gained from complaints to enhance our offerings and ensure a better experience for all our users

10. Accessibility

This Complaint Policy is readily available to all users on our website. We encourage users to familiarize themselves with the policy and reach out to us with any questions or concerns

11. Compliance

We will ensure compliance with all applicable laws and regulations governing the handling of complaints in accordance to the Lithuanian legislation.

12. Review and Update

We will regularly review and update this Complaint Policy to reflect changes in our business practices, regulatory requirements, and feedback from users.

Contact Information

If you have any questions or require further assistance regarding our Complaint Policy, please contact us at privacy@brighty.app