Complaints Policy

We want TradersVault to work well for you. If something has gone wrong, please tell us — we take complaints seriously and use them to improve.

How to complain

Email support@tradersvault.app with:

• Your name and account email.
• The order ID (if applicable).
• A description of what went wrong.
• What you would like us to do.
• Screenshots or evidence if relevant.

You can also write to us at: VAULTING TRADE LTD, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE.

What happens next

1. Acknowledgement. We aim to acknowledge your complaint within 2 business days.
2. Investigation. We investigate and, where needed, ask for further information. Please reply promptly so we can keep your case moving.
3. Response. We aim to give you a substantive written response within 20 business days. For complex cases we may need longer; if so, we will tell you and give an updated timescale.
4. Final response. Our final response sets out our decision, the reasons, and any remedy we offer.

Statutory rights

If your complaint is about digital content that is faulty, not as described, or not fit for a particular purpose you made known to us before buying, we will review your case under the Consumer Rights Act 2015. Statutory remedies may include repair or replacement, a price reduction, or a refund where we did not have the right to supply the content.

Where a statutory refund or price reduction is agreed, we will make it without undue delay and in any event within 14 days, without a refund fee, using the same payment method unless you agree otherwise.

Discretionary refunds

Our standard position is that digital content is final sale once immediate access begins, as explained at checkout. We do not offer discretionary refunds for change of mind, non-use, trading outcomes, or decisions you take after access begins. This does not affect your statutory rights.

Chargebacks

If you think a transaction was not authorised or was incorrect, please contact us first at support@tradersvault.app. We can usually resolve things faster than your card issuer. Chargebacks raised without contacting us may delay resolution and can be contested with evidence.

Regulator and dispute routes

• Privacy complaints: You can complain to the Information Commissioner’s Office at ico.org.uk/concerns.
• Consumer law complaints: You can contact Citizens Advice or Trading Standards.
• Financial services: TradersVault is not authorised by the Financial Conduct Authority, and we do not provide regulated advice or execution. If your complaint relates to a regulated service (for example, your broker or exchange), that firm’s complaints process and, where available, the Financial Ombudsman Service will apply to them, not to us.

Our commitments

• We will treat you fairly and politely.
• We will respond within the timescales above.
• We will keep a record of complaints and use them to improve.
• We will explain our decision clearly.

Contact

Complaints and questions: support@tradersvault.app.

VAULTING TRADE LTD (trading as TradersVault) · Company number 17145413 · 3rd Floor, 86-90 Paul Street, London, EC2A 4NE