1. Scope

This Dispute Policy outlines the procedures and processes for resolving disputes between Blomgram and its users related to the use of Blomgram’s services, including onboarding, sign-up & login, KYC verification, wallet management, and transactions such as deposits and withdrawals. This policy aims to provide a fair and efficient mechanism for handling conflicts or disagreements.

2. Informal Resolution

If you have a dispute or issue with Blomgram, you should first attempt to resolve it informally by contacting our customer support team. Provide a clear and detailed description of the issue, including any relevant documentation or evidence.

Our customer support team will acknowledge receipt of your complaint and work with you to resolve the issue promptly. We aim to provide a resolution within 10 business days from the receipt of your complaint.

If the issue is not resolved to your satisfaction, you may request escalation to a senior representative or a specialized department within Blomgram.

3. Formal Resolution

If informal resolution efforts are unsuccessful, you may submit a formal written complaint to Blomgram’s Dispute Resolution Department. The formal complaint should include:

Your full name and contact information
A detailed description of the dispute
Any relevant evidence or documentation
A clear statement of the desired resolution

Upon receipt of your formal complaint, Blomgram will initiate a review process. This process includes:

Acknowledgement of receipt of the complaint within 5 business days
Investigation of the dispute by a designated representative or committee
Issuance of a written decision, including any actions taken or remedies offered

Blomgram will make reasonable efforts to resolve formal disputes within 30 business days from the receipt of the formal complaint. Complex cases may require additional time, in which case we will keep you informed of the progress.

4. Exclusions

This policy does not cover disputes arising from interactions with third-party services or platforms not directly operated by Blomgram.

This policy does not preclude you from pursuing legal action in a competent court if the dispute is not resolved through the above processes. Blomgram encourages users to exhaust the informal and formal resolution processes before seeking legal remedies.

Blomgram reserves the right to amend this Dispute Policy at any time. Changes to the policy will be communicated to users through our website or other appropriate channels.