Consultation, Complaint and Claim Procedure

This manual sets out the procedures through which Bitsave users may submit inquiries, complaints, requests for information, or reports related to the products and services offered through the platform.

Bitsave undertakes to handle requests in a transparent, confidential, and timely manner and in accordance with applicable regulations.

Users may contact Bitsave through the following official channels:

• Website: https://bitsaveapp.com
• Mobile app: Through the support and customer service options available on the platform.
• Email: Through the official support address published by Bitsave.

3.1. General inquiries

Requests for information about the operation of the platform, registration, identity verification, transactions, fees, digital assets, and available services.

3.2. Complaints

Communications related to issues experienced while using the services, including:

• Deposits or withdrawals not reflected.
• Delays in transaction processing.
• Differences in balances or transactions.
• Account access problems.
• Unrecognized fees or charges.
• Technical incidents.

3.3. Reports

Reports of possible irregularities, fraudulent activities, unauthorized access, identity impersonation, regulatory non-compliance, or any conduct that may affect the security of users.

To submit a request, the user must provide, where applicable:

1. Full name and email address associated with their account.
2. A clear description of the inquiry, complaint, or report.
3. Approximate date of the transaction or incident.
4. Transaction identifier, where applicable.
5. Documentation or evidence that allows the case to be analyzed.

Bitsave may request additional information where necessary to investigate and resolve the request.

For security reasons, passwords, private keys, or recovery phrases will never be requested.

Once the request is received, Bitsave will:

1. Register the case for follow-up.
2. Evaluate the information provided.
3. Request additional information, where applicable.
4. Perform the necessary technical or operational verifications.
5. Inform the user of the result or status of their request.

Requests will be handled considering their nature, complexity, and urgency, in accordance with the timeframes established by applicable regulations.

In cases related to deposits, withdrawals, transfers, or exchanges of digital assets, Bitsave may perform internal verifications and, where necessary, coordinate with technology, financial, or custody providers.

Resolution times may depend on the characteristics of the transaction, the blockchain networks involved, and the corresponding verification processes.

The information provided will be treated confidentially and used exclusively to manage the request, perform the necessary verifications, and comply with the applicable legal and regulatory obligations.

Personal data will be processed in accordance with Bitsave's Privacy Policy and applicable law.

When a request cannot be resolved through the usual support channels, it may be referred to the corresponding internal areas, including Operations, Security, Compliance, or Administration.

The foregoing does not limit the user's right to contact the competent authorities in accordance with the laws of their jurisdiction.

Bitsave may update this procedure to incorporate operational improvements, new support channels, or changes arising from legal and regulatory obligations.

The current version will be available through Bitsave's official channels.