01What a complaint is

A complaint is any expression of dissatisfaction about a Monerails service: a transaction, fees, a card, the verification of your business, the dashboard, the API or the quality of our support. A simple request for information or help is not a complaint; it is handled by our usual support.

This policy applies to Monerails business customers and, where relevant, to cardholders and to our customers’ own customers.

02How to make a complaint

Email contact@monerails.com with the subject "Complaint", ideally from the address linked to your account. Please include:

• your company name and the account email address;
• the reference of the transaction, card or payment link concerned, with the date and amount;
• a description of the issue and the outcome you expect;
• any useful evidence (screenshot, receipt, previous exchange).

Never send your password, verification codes, secret API keys or a full card number. Monerails will never ask you for them.

03Our timelines

• Acknowledgement. within two business days, with a case reference and the person in charge.
• Full response. within fifteen business days at most from receipt of the complete complaint.
• Complex cases. if the review requires a regulated partner, a card network or a mobile money operator, we tell you why and when to expect an answer, which will not exceed thirty-five business days except in exceptional circumstances.

Card payment disputes follow Visa and Mastercard rules and timelines; we guide you through the process.

04How we handle your complaint

Every complaint is logged, reviewed impartially by someone who was not involved in the matter complained about, and followed through to closure. Our written response sets out our analysis, the decision and, where appropriate, the corrective action (fee refund, correction of a transaction, restoration of a service).

Making and handling a complaint is free of charge. Making a complaint never has an adverse effect on your account.

05If you are not satisfied

You can ask for a second review by replying to our message with the subject "Review". Your case is then reviewed by a team lead, who responds within fifteen business days.

Where the complaint concerns a service executed by one of our regulated partner institutions, you may also contact that partner or, depending on your country, the competent authority or ombudsman. We will share the relevant contact details on request. You always keep the right to go to the competent courts.

06What we cannot do

Some decisions follow legal obligations: declining or closing an account for compliance reasons, freezing funds, requests from authorities. In these cases the law may prevent us from giving the reason. We will still address any part of your complaint that can be dealt with.

07Continuous improvement

We keep complaints and our responses for at least five years. We review them regularly to identify root causes and improve our services.