Customer Complaints & Dispute Resolution

Any notice required or given under these Terms and Conditions by Konto Exchange to the Customer shall be deemed validly received when addressed to the last email address, postal address or telephone number used by the Customer. In addition, we may provide notices by posting on the Konto Exchange Platform.

Any notice requested or made under these Terms and Conditions by the Client to Konto Exchange shall be made only by email in English at complaints@konto.com .

Your feedback, questions or complaints may be submitted to Konto by e-mail in English at complaints@konto.com, or through other communication channels indicated by Konto Exchange on the Konto Exchange Platform. We will do our best to respond to you as soon as possible.

However, for more complicated issues, it may take up to 20 (twenty) days for Konto Exchange to respond to you. We will not be liable for any loss or damage incurred during this period. During this complaint resolution time frame, we reserve the right to ask you for any additional information and documents to complete our investigation and provide you with the suitable support and resolution. Should we not receive the requested information within twenty (20) business days counted from the date of our request, the complaint will be considered as closed, and you will be notified of such closure.

In any case, you can contact us again to submit any additional information that would help us to address your complaint. In such a case, this will be treated as a new complaint.

You are fully responsible for the security and authenticity of all instructions sent via the Konto Exchange platform and you will be bound by all such instructions. We will assume that all instructions received from your Konto Exchange account originate from you and will not be obliged to verify this.

You accept the risk that your instructions and information may not be protected from unauthorised access when transmitted via the Konto Exchange Platform, being transmitted over the internet.

Any instructions sent to the Konto Exchange will only be deemed to have been received by the Konto Exchange when we have successfully retrieved them from the relevant system and duly informed you of their receipt.

You agree that, to the extent there are terms in your local jurisdiction governing the time and place of sending and receiving electronic communications, these terms will not apply to your use of the Konto Exchange Platform.

You acknowledge and agree that, in the event of any dispute arising in connection with your use of the Konto Exchange Platform, our records relating to all matters relating to your use of the Konto Exchange Platform and the Konto Exchange Services as of a particular date shall be binding upon you for all claims and purposes whatsoever. You further agree to the admissibility of all such records and documents without further proof of authenticity or accuracy before a court of law or similar institution under any applicable law.

Before initiating any dispute, the complaining party is obligated to submit a formal complaint to the other party, and the parties will attempt to resolve the dispute through negotiation and mutual concessions. The deadline for responding to a formal complaint is 30 days. If, although a formal complaint has been lodged, the other party does not respond within 30 days or, although it has responded within the time limit, the parties do not reach an amicable settlement, the dissatisfied party may apply to the body competent to settle the dispute.

A question, remark or wish of the customer will not be treated as a complaint and should be forwarded to the customer support service for resolution.

You consent to first contact our support team to try to resolve any issues you may be having with Konto.com. You and we agree to use the complaints procedure if our support team is unable to fix the issue. You consent to using this procedure before pursuing legal action.

We reserve the right to request that your action or application be dismissed by the appropriate court or authority if you do not follow the instructions in this Section before filing a lawsuit, unless and until you do the following: If you have a complaint that Konto.com Support has not been able to handle, please send us an email at legal@konto.com with the details of your complaint, your preferred method of resolution, and any additional information you feel is relevant.

Class action waiver.

Whether the claims are based on contract, tort, statute, fraud, misrepresentation, or any other legal theory and whether they arise during or after the termination of these Terms, you and Konto.com agree that they must be brought against the other party on an individual basis only and not as a plaintiff or class member in a fictitious class or representative action. To the extent permitted by applicable law, you and Konto.com further agree to renounce any right to bring, hear, or arbitrate such claims as a class, collective, representative, or private attorney general action. It is not authorised to combine or consolidate multiple arbitrations into one arbitration without the consent of all parties, including Konto.com.

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