Complaints and how your money is protected

Please note: this page is a plain-language summary. The legal documents linked below are what apply to you. If anything here differs from them, the legal documents prevail.

Who handles your complaint

Safe2transact is a technology platform operated by NTJ UAB. The financial services you use through it are provided by independent, regulated companies. Who handles a complaint depends on what it's about.

Complaints about the platform

Under our Terms and Conditions, you can send us complaints about the operation of the platform through our contact channels:

• the Complaint form on our website;
• in the app, Account → Support → Contact support, with Complaint as the issue;
• the Contact us form.

The Terms and Conditions say that communication with NTJ, including complaints, is in English.

Complaints about your IBAN, payments or card

Our Terms and Conditions say that complaints about financial services, such as account opening, onboarding, transactions, safeguarding of funds, restrictions or termination, are governed by the terms of the provider and must be addressed to that provider. For your IBAN account and Visa card, that's Stanhope Financial UAB. NTJ may help redirect your complaint to the provider, but doesn't decide on it. If you're not sure where to start, contact us and we'll point you to the right place.

Complaints about crypto-asset services

BitGo Europe GmbH handles complaints about its crypto-asset services. Our Platform Special Terms & Conditions say you can send these complaints through us, and we forward them to BitGo where needed. You can also contact BitGo directly, as set out in its Customer Complaints Procedure:

• By email to complaints-eu@bitgo.com. BitGo says complaints sent to any other email address won't be considered.
• By post to BitGo Europe GmbH, Complaints Management, Mainzer Landstraße 10, 60325 Frankfurt am Main, Germany.

Include your full contact details (name, address, email address), the reason for your complaint, a detailed description of the issue and copies of any relevant documents.

BitGo confirms it has received every complaint. Its procedure says a response is generally given within 15 business days of receipt. If that's not possible, BitGo tells you why and how long it expects to take, and gives a final response no later than 35 business days after receipt. If BitGo doesn't uphold your complaint in full, it explains why. Complaint handling is free of charge.

If you're not satisfied with the outcome, you can contact the arbitration body at Germany's Federal Financial Supervisory Authority (BaFin): www.bafin.de/schlichtungsstelle, schlichtungsstelle@bafin.de. BitGo's procedure notes that if you complain to BitGo and the arbitration body at the same time, BitGo stops handling your complaint directly and communication continues only through the arbitration body. You also keep the right to go to the civil courts.

Complaints about your personal data

Under our Privacy Policy, you can contact us about your personal data at support@safe2transact.com. You also have the right to complain to the State Data Protection Inspectorate of Lithuania.

What to include in a complaint to us

The more detail you give, the faster we can help. Our complaint form asks for:

• the service or agreement your complaint is about;
• what happened;
• the date or dates it happened;
• any damage, loss or harm you suffered, if applicable;
• the outcome you're asking for;
• any supporting documents or screenshots.

How your money and crypto-assets are held

Safe2transact doesn't hold your money

Our Terms and Conditions state that NTJ doesn't hold, control or safeguard your funds or crypto-assets at any time. They are held and managed only by the relevant provider.

Your IBAN account and card

Your IBAN account and Visa card are provided by Stanhope Financial UAB, an electronic money institution authorised and regulated by the Bank of Lithuania. How it protects your funds is set out in its own terms with you.

Your crypto-assets

BitGo Europe GmbH holds your crypto-assets. Its Crypto Custody Service Agreement says that:

• your crypto-assets are legally and operationally kept separate from BitGo's own assets and recorded on its ledger for each client;
• this is designed so that, if BitGo became insolvent, your crypto-assets would be excluded from its estate and could be returned to you;
• BitGo won't lend, pledge or otherwise use your crypto-assets for itself or other clients without your express prior consent.

Crypto-assets are not covered by deposit guarantee schemes. Our Platform Special Terms & Conditions add that crypto-asset services may not be covered by investor compensation schemes, and BitGo's agreement states there is no investor compensation for market losses in crypto-assets. The value of crypto-assets can go down as well as up, and you can lose all the money you put in. See BitGo's Risk Notice.

Good to know

• Have a question rather than a complaint? See How to contact support.
• Think your account is being misused? Report it straight away: see How to report suspicious activity.

IBAN and Visa card issuance and payment services are provided by Stanhope Financial UAB, a company registered in Lithuania (a member state of the European Union) with company code 305574870 and a registered address at Konstitucijos pr. 7, Vilnius, Lithuania. Stanhope Financial UAB is an Electronic Money Institution (EMI licence No. 78) authorized and regulated by the Bank of Lithuania. Access to your IBAN account and your VISA card is technically provided through the Safe2transact platform.

Crypto-asset services are provided by BitGo Europe GmbH, a crypto-asset service provider authorised under the Markets in Crypto-Assets Regulation (MiCA). Safe2transact does not provide crypto-asset services. Crypto-assets are volatile: their value can go down as well as up, you may lose part or all of the amount you buy, and they are not covered by deposit guarantee or investor compensation schemes.