You can send us your questions through our Contact section.
In this section, you will find the menu with different options to communicate with our company, which offers a list of options where you can select the one that best suits your query.
In the first instance, the customer service department will handle the inquiries within 72 hours after receiving them. We have formal procedures for an equitable and rapid management of complaints, in order to solve any complaint in a reasonable and objective manner.

All complaints must be submitted within 2 days of the case, through the Contact section and must include:

  1. (a)full name of the Client,
  2. (b)email and phone number,
  3. (c)clear description of the complaint, including the ID of the transaction, and
  4. (d)probative elements of the complaint in question (for example, screenshots).
    If the complaint is received more than 2 days after the event occurred, the Company will decide at its discretion whether to accept it or not.

All complaints must be presented in English in a legible and complete manner.

We try to solve the complaints within 10 business days. If your complaint requires further investigation and we can not solve it within 10 business days, we will issue our temporary response within four weeks of receipt of the complaint. When a temporary response is sent, it will indicate when we will contact you (which must be within eight weeks of receipt of the complaint).

Unless a law or regulation of the Republic of Vanuatu expressly states otherwise, the decision of the Company with respect to a complaint shall be final and binding and shall not be subject to appeal.

If you would like more information about our claim and dispute policy, we invite you to read our terms and conditions, section 21.