1. Our Commitment to You

Agent Pay Ltd, trading as Wallixor (“Wallixor”, “we”, “us”, “our”), is committed to providing a high standard of service to every customer. We recognise, however, that things can go wrong. When they do, we want to hear from you so that we can put things right as quickly as possible and learn from the experience.

This Complaints Policy sets out how you can raise a complaint, what you can expect from us in terms of process and timelines, and what options are available to you if you remain dissatisfied after we have responded.

Wallixor operates as an agent and technology platform for Marvli Payment OÜ (Estonian reg. no. 16338540; FINTRAC MSB no. M24723823), which provides the underlying payment services accessible through the Platform at www.wallixor.com (the “Platform”).

This policy is governed by the laws of England and Wales. All complaints are handled in accordance with applicable UK consumer protection legislation and financial services regulations.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction — whether oral or written — from a customer or prospective customer about Wallixor’s provision of, or failure to provide, a service or product. This includes, but is not limited to, complaints about:

delayed or failed payment transactions
incorrect charges or fees applied to your account
difficulties accessing your wallet or completing a transaction
the conduct or communication of our staff or support agents
errors or misleading information on the Platform
data protection or privacy concerns
a decision made in connection with your account, including account restrictions or closures

Routine service queries — such as requests for account information, explanations of how features work, or password resets — are not treated as complaints unless you indicate that you are dissatisfied with the response you receive.

3. How to Submit a Complaint

You may submit a complaint to us through any of the following channels:

Email: [email protected] (mark the subject line: COMPLAINT) Website: www.wallixor.com — use the Contact Us form

To help us investigate your complaint as efficiently as possible, please include the following information when you contact us:

your full name and the email address registered to your Wallixor account
a clear description of what happened and when
the transaction reference number(s) or account identifier(s) involved, if applicable
what outcome you are seeking
copies of any supporting documents, screenshots, or correspondence

You may submit a complaint in English. We will respond in English. If you require assistance in another language, please let us know and we will do our best to accommodate your request.

4. How We Handle Your Complaint

4.1 Acknowledgement

We will acknowledge receipt of your complaint within 3 business days of receiving it. Our acknowledgement will confirm that we have logged your complaint, provide a reference number for tracking, and set out what happens next.

4.2 Investigation

Your complaint will be assigned to a dedicated Complaints Handler who will review all relevant information, including account records, transaction logs, and any correspondence you have provided. We may contact you during the investigation to ask for additional information or clarification. If we do, the timeframe for our response will be paused until we receive your reply.

4.3 Final Response

We aim to resolve all complaints as promptly as possible. For the majority of complaints, we will issue a written final response within 15 business days of the date we received your complaint. Where a complaint is unusually complex or involves third-party information that takes time to obtain, we may extend this to a maximum of 35 business days. This is consistent with the timeframes set out under the Payment Services Regulations 2017. Our final response will:

summarise the complaint as we understand it
set out the findings of our investigation
explain the outcome, including any remedy or redress offered where appropriate
inform you of your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied

If we extend the timeframe beyond 15 business days, we will notify you in writing before that deadline, explain why additional time is needed, and confirm the revised date by which you can expect our final response. In any event, we will not exceed 35 business days from the date of receipt.

4.4 Process Overview

Stage	Action	Timeframe
1	Complaint received — acknowledgement sent to customer	Within 3 business days
2	Complaint investigated by the Complaints Handler	Ongoing
3	Final response issued to customer (standard)	Within 15 business days
3a	Final response — complex cases	Within 35 business days
4	If unresolved — customer referred to FOS	After 35 business days or upon request

5. If You Remain Dissatisfied

If you are not satisfied with our final response, or if 35 business days have passed since you submitted your complaint and you have not received a final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.

The Financial Ombudsman Service is an independent body set up by Parliament to resolve disputes between financial businesses and their customers. Its decisions are binding on us but not on you — you remain free to pursue other legal remedies if you choose.

Financial Ombudsman Service Exchange Tower, London, E14 9SR Tel: 0800 023 4567 (free from UK landlines and mobiles) 0300 123 9 123 (calls charged at standard rates) Website: www.financial-ombudsman.org.uk Email: [email protected]

You must refer your complaint to the FOS within 6 months of the date of our final response letter. We will remind you of this right and deadline in our final response.

6. Record Keeping and Continuous Improvement

We maintain a record of all complaints received, including the nature of each complaint, the outcome, and the time taken to resolve it. This record is reviewed regularly by our management team to identify patterns, systemic issues, and opportunities to improve our service.

All complaint records are retained for a minimum of 5 years from the date the complaint was closed, in accordance with our data retention obligations under the UK GDPR and the Data Protection Act 2018. Complaint data is handled in accordance with our Privacy Policy.

7. Vulnerable Customers

We are committed to treating all customers fairly, including those who may be in vulnerable circumstances — for example, due to financial difficulty, health issues, bereavement, or other personal circumstances. If you tell us that you are in a vulnerable situation, or if we reasonably identify this from your communications, we will take appropriate steps to ensure our complaints process is accessible and that we handle your case with additional care and sensitivity.

If you need us to communicate with you in a different format, at a different pace, or through a representative, please let us know and we will do our best to accommodate your needs.

8. Governing Law and Jurisdiction

This Complaints Policy and any disputes or claims arising out of or in connection with it are governed by and construed in accordance with the law of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Complaints Policy, except where a customer exercises their right to refer a complaint to the Financial Ombudsman Service as described in Section 5 above.

9. Updates to This Policy

We may update this Complaints Policy from time to time to reflect changes in our complaints handling procedures, regulatory requirements, or applicable law. Any changes will be published on the Platform with a revised effective date. We encourage you to check this page periodically.