Complaint Handling & Dispute Resolution Policy

Effective Date: 13th May 2026

Introduction

At VeloxPays Pty. Ltd. (“VeloxPays”, “we”, “our”, “us”), we are committed to providing a high standard of customer service and maintaining trust, transparency, fairness, and accountability in all aspects of our operations.

We recognise that complaints and disputes may occasionally arise in relation to our services, transactions, customer support, billing, technology platforms, or compliance procedures. This Complaint Handling & Dispute Resolution Policy outlines how complaints are managed, investigated, escalated, and resolved.

VeloxPays aims to handle all complaints efficiently, professionally, and in accordance with applicable Australian laws, regulatory obligations, card scheme requirements, and industry best practices.

Scope of This Policy

This policy applies to all customers, users, merchants, agents, affiliates, and individuals interacting with VeloxPays products and services, including but not limited to:

• International money transfers and remittance services
• Payment processing and card transactions
• Refunds and cancellations
• Subscription or recurring billing services
• Website or mobile application functionality
• Promotional campaigns and offers
• Customer support interactions
• Identity verification and compliance reviews
• Privacy or data handling concerns
• Fraud prevention or account restrictions
• Partner or payout service issues

Our Commitment

VeloxPays is committed to:

• Treating all customers fairly and respectfully
• Handling complaints objectively and confidentially
• Providing accessible complaint channels
• Investigating complaints promptly and transparently
• Keeping customers informed throughout the process
• Identifying operational improvements from customer feedback
• Complying with applicable legal and regulatory obligations

We value customer feedback and consider complaints an important part of improving our services and systems.

How to Lodge a Complaint

Customers may submit complaints through any of the following channels:

Customers may also contact us through any officially published support channels listed on our website or mobile applications.

Information Required When Lodging a Complaint

To assist us in investigating and resolving complaints efficiently, customers should provide as much relevant information as possible, including:

• Full legal name
• Registered email address or mobile number
• Transaction reference number or payment reference
• Date and time of the transaction or incident
• Description of the issue or complaint
• Relevant screenshots, receipts, bank statements, or supporting documents
• Details of previous communication with VeloxPays (if any)

VeloxPays may request additional information or verification documents where necessary to validate the complaint or protect customer security.

Complaint Acknowledgement

Once a complaint is received, VeloxPays will:

• Acknowledge receipt of the complaint within 2 business days where reasonably practicable
• Provide a complaint reference number where applicable
• Review the nature and urgency of the complaint
• Allocate the matter to the relevant department or compliance personnel

Complaints relating to fraud, financial crime, sanctions screening, payment disputes, or regulatory matters may require immediate escalation internally.

Complaint Investigation Process

VeloxPays investigates complaints fairly, objectively, and based on available evidence and applicable laws.

Depending on the nature of the complaint, the investigation process may include:

• Reviewing transaction records and system logs
• Reviewing customer communications
• Liaising with banks, payment gateways, payout partners, or third-party providers
• Conducting fraud and compliance checks
• Verifying customer identity and supporting documentation
• Reviewing applicable policies, contractual obligations, and legal requirements

Where required, VeloxPays may temporarily suspend transactions, payments, refunds, or account access while investigations are ongoing.

Complaint Resolution Timeframes

VeloxPays aims to resolve complaints as quickly as possible.

Estimated response and resolution timeframes are as follows:

Certain matters involving intermediary banks, law enforcement, regulators, sanctions screening, compliance reviews, or cross-border investigations may require additional time outside VeloxPays’ direct control.

Fraud Prevention, AML/CTF and Compliance Obligations

VeloxPays operates in accordance with Australian Anti-Money Laundering and Counter- Terrorism Financing (AML/CTF) laws, sanctions regulations, and applicable compliance obligations.

As part of these obligations:

• Certain transactions may be delayed, restricted, rejected, or suspended
• Additional customer verification may be requested
• Refunds may be delayed pending investigation
• Accounts may be temporarily restricted while reviews are conducted
• Transactions may be reported to regulators or law enforcement where required by law

VeloxPays reserves the right to comply with requests from AUSTRAC, financial institutions, payment processors, regulators, law enforcement agencies, and international compliance partners.

Chargebacks and Cardholder Disputes

Customers are strongly encouraged to contact VeloxPays before initiating a chargeback or dispute through their bank, card issuer, or payment provider.

VeloxPays will attempt to investigate and resolve disputes directly wherever possible.

Customers should be aware that:

• Fraudulent or abusive chargebacks may result in account suspension or legal action
• Chargeback investigations are subject to card scheme rules and banking procedures
• VeloxPays may provide transaction records, communications, IP logs, identity records, or supporting evidence during dispute investigations

Subscription and Recurring Billing Complaints

Where subscription or recurring billing services are offered, customers may lodge complaints regarding:

• Incorrect recurring charges
• Billing frequency or pricing
• Subscription cancellation requests
• Trial period disputes
• Unauthorised recurring transactions
• Service access issues

VeloxPays aims to comply with applicable card scheme requirements relating to recurring billing disclosures, cancellation rights, customer notifications, and subscription transparency.

Customer Responsibilities

Customers are responsible for:

• Providing accurate and complete information
• Reviewing transaction details before confirmation
• Safeguarding account credentials and devices
• Reporting suspected fraud or unauthorised activity promptly
• Cooperating reasonably with investigations

Failure to provide requested information may affect VeloxPays’ ability to investigate or resolve a complaint.

Confidentiality and Privacy

All complaints and personal information are handled confidentially and in accordance with VeloxPays’ Privacy Policy and applicable privacy laws, including the Privacy Act 1988 (Cth).

Information may only be disclosed where:

• Required by law
• Necessary for fraud prevention or investigation
• Required for banking, payment processing, or compliance purposes
• Requested by regulators or law enforcement agencies

Continuous Improvement and Internal Review

VeloxPays maintains internal complaint records and periodically reviews complaint trends to:

• Improve customer service
• Strengthen compliance controls
• Enhance operational systems
• Reduce customer dissatisfaction
• Improve fraud prevention measures
• Identify recurring service issues

Limitation of Liability

VeloxPays is not liable for delays or failures caused by circumstances beyond its reasonable control, including but not limited to:

• Banking network outages
• Third-party provider failures
• Regulatory actions or sanctions
• Compliance reviews
• Technical interruptions
• Force majeure events
• Cross-border banking restrictions

Changes to This Policy

VeloxPays reserves the right to amend or update this Complaint Handling & Dispute Resolution Policy at any time to reflect operational, legal, regulatory, or business changes. Updated versions will be published on our website with the revised effective date.

Contact Us

For complaints, disputes, or customer support, please contact: