This information is established in accordance with the provisions of Regulation (EU) 2023/1114 of the European Parliament and of the Council of 31 May 2023 on markets in crypto-assets and of the Commission Delegated Regulation (EU) 2025/294 of 1 October 2024. It is intended to inform the clients of our services (the "Clients" or, as the case may be, “You”) about the procedure for handling complaints. Only statements of dissatisfaction from You toward DESKOIN or its affiliate companies (“Deskoin”), its products or services, are covered, excluding requests for information, advice, clarification, services or provisions.

Person in charge of handling complaints at Deskoin: Customer Support. Any Client wishing to submit a complaint is invited to send a letter to the following address:

DESKOIN To the attention of: Customer Support

7 Boulevard de la Solidarité

57070 Metz

A complaint can also be submitted using the template available on Deskoin website or by:

- email: contact@deskoin.com or;

- through Deskoin dedicated form available at the following web address https://deskoin.atlassian.net/servicedesk/customer/portals

Processing times for declarations:

Deskoin undertakes to send an acknowledgment of receipt to the Client within 2 business days if the complaint cannot be processed more quickly. The request will be processed within 1 month from the receipt of the complaint, or within 2 months for complex cases (except in the case of duly justified special circumstances).

Recourse:

You may choose, for disputes falling within the AMF's jurisdiction, to address either the AMF mediator or a company mediator, sectoral mediator, or professional federation mediator, when one of them exists and has signed an agreement with the AMF mediator which has been notified to the Mediation Evaluation and Control Committee (Commission d’évaluation et de contrôle de la médiation). Your choice is final and mediation is free of charge.

The mediation request form with the AMF and the mediation charter are available on the website https://www.amf-france.org/fr/le-mediateur.

In other countries:

Regarding services provided in other countries of the European Union, Switzerland and the United Kingdom, Deskoin informs you of the possibility to contact the independent mediator of the National Competent Authority, whose list is maintained by the European Commission: FIN-NET members.

The procedures are confidential, free of charge, adversarial, and non-binding. Each party may terminate them at any time and retains the right to resort to the courts.

However, before contacting the mediator, it is necessary for the client to first contact the person responsible for complaints within Deskoin