1. Purpose

This policy aims to establish the mechanisms and guiding principles for resolving complaints, claims, or disputes that may arise between users and Binvank™, ensuring a transparent, efficient, and professional handling of such matters.

2. Scope

This policy applies to all users registered on the Binvank™ Platform, including those who use trading services, copy trading, MAM, cards, affiliate programs, or any other digital product under the Binvank™ brand.

3. Guiding Principles

Dispute management shall be governed by the following principles:

• Transparency: access to clear complaint channels.
• Impartiality: objective analysis of the dispute.
• Diligence: timely resolution of cases.
• Privacy: confidentiality in the handling of information.

4. Complaint Procedure

The user may submit a complaint through the official channels available at binvank.com, following these steps:

a. Initial Submission:

• Submit a ticket or form detailing the reason, date of the incident, affected account, and supporting evidence.
• The complaint must be submitted within 30 calendar days of the event.

b. Acknowledgment of Receipt:

• Binvank™ will acknowledge receipt within a maximum of 3 business days.

c. Internal Review:

• A case file will be opened for review by the Support or Compliance team.
• The review will be conducted within a maximum of 15 business days.

d. Formal Response:

• A resolution will be issued with the conclusions of the case and any applicable measures.
• If additional time is needed, the user will be informed.

5. Alternative Escalation (Internal Mediation or Arbitration)

If the user is not satisfied with the resolution, they may request an additional review. This will be handled by an internal Binvank™ committee or a neutral third party, if mutually agreed. The process is voluntary, confidential, and intended as an alternative to formal judicial procedures.

6. Non-Admissible Claims

Binvank™ may reject claims that:

• Are clearly unfounded or lack evidentiary support.
• Involve losses resulting from investment or market decisions.
• Include attempts to commit fraud or abuse the policy.
• Have already been resolved without new supporting information.

7. User Responsibility

The User agrees to use the resolution channels respectfully, constructively, and without malicious intent. Abuse of this mechanism may result in account suspension or restricted access to certain services.

8. Waiver of Class Actions

The User agrees that any dispute shall be resolved individually and waives participation in any class action or group litigation against Binvank™, unless otherwise required by applicable law.

9. Policy Changes

Binvank™ may amend this policy at any time. The current version will be published at binvank.com, and acceptance shall be a condition for continued use of the services.

10. Acceptance

By using Binvank™ services, the User expressly accepts this Dispute Resolution Policy and agrees to follow the steps outlined herein before initiating any external action.