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Complaints Procedure

Last Updated: August 12, 2026

This Complaints Procedure explains how complaints may be submitted, reviewed, escalated, resolved, and recorded by Aurex Financial Technologies Inc., a corporation incorporated under the laws of British Columbia, Canada, Incorporation No. BC1535602, operating under the trading name Coinsfly.

Aurex Financial Technologies Inc. is registered as a Money Services Business, MSB, with the Financial Transactions and Reports Analysis Centre of Canada, FINTRAC, under registration number C100000967.

Registered office:

2-1130 Hachey Ave, Coquitlam, BC V3K 2H4, Canada

In this Procedure, “Coinsfly”, the “Company”, “we”, “us”, and “our” refer to Aurex Financial Technologies Inc. operating as Coinsfly. “User”, “Client”, “Merchant”, “you”, and “your” refer to any individual, business, merchant, applicant, account holder, merchant customer, or other person using or attempting to use Coinsfly services.

By accessing or using Coinsfly, creating an account, using the platform, purchasing crypto, using card or wire payment methods, requesting a withdrawal, using a merchant gateway, submitting documents, or contacting support, you acknowledge that you have read and understood this Complaints Procedure.

1. Purpose of this Procedure

Coinsfly is committed to handling complaints fairly, efficiently, consistently, and professionally.

This Procedure is designed to:

  • Provide users with a clear method for submitting complaints;
  • Ensure complaints are recorded and reviewed;
  • Ensure complaints are handled by appropriate internal teams;
  • Provide reasonable response timelines;
  • Support compliance with applicable Canadian legal, privacy, AML/CTF, sanctions, and recordkeeping obligations;
  • Identify recurring issues and improve Coinsfly services;
  • Protect users, merchants, and the integrity of the platform.

This Procedure does not limit any rights you may have under applicable law.

2. Scope of this Procedure

This Procedure applies to complaints relating to:

  • Account registration;
  • Login or account access;
  • Email or SMS OTP issues;
  • Verification, KYC, or KYB process;
  • Compliance document requests;
  • Source of Funds or Source of Wealth review;
  • Account limits;
  • Buy Crypto transactions;
  • Card payments;
  • Wire payment instructions;
  • Payment processing delays;
  • Crypto withdrawals;
  • Wallet whitelisting;
  • Wallet screening decisions;
  • Merchant gateway payments;
  • Merchant access;
  • Merchant client or order visibility;
  • Transaction statuses;
  • Refunds and cancellations;
  • Chargebacks, recalls, and disputes;
  • Fees or exchange rates;
  • Customer support experience;
  • Privacy concerns;
  • Security concerns;
  • Any other Coinsfly service or interaction.

Certain matters may be governed by separate policies, including the Terms & Conditions, Privacy Policy, AML/KYC & Sanctions Policy, Refund & Cancellation Policy, Risk Disclosure, Our Fees page, and Merchant Terms where applicable.

3. What Is a Complaint?

A complaint is an expression of dissatisfaction about Coinsfly’s services, actions, omissions, decisions, systems, staff, providers, or handling of a matter where you expect a response or resolution.

A complaint may relate to:

  • A transaction that did not complete as expected;
  • A payment delay;
  • A rejected order;
  • A withdrawal issue;
  • A verification decision;
  • A compliance request;
  • A wallet rejection;
  • A refund request;
  • A merchant payment issue;
  • A support issue;
  • A privacy concern;
  • A security concern;
  • A suspected error.

4. What Is Not Usually Treated as a Complaint?

The following may be treated as ordinary support requests unless they express dissatisfaction or request formal review:

  • General questions;
  • How-to-use requests;
  • Password reset requests;
  • OTP assistance;
  • Request to update information;
  • Request for account confirmation letter;
  • Request for transaction receipt;
  • Status check;
  • Technical assistance;
  • Feature request;
  • General feedback.

Coinsfly may reclassify a support request as a complaint if it raises a formal issue requiring review.

5. How to Submit a Complaint

You may submit a complaint through any official Coinsfly channel made available for this purpose.

5.1 Email

Send complaints to:

complaints@coinsfly.org

You may also contact:

support@coinsfly.org

If a support request qualifies as a complaint, Coinsfly may transfer it to the complaints process.

5.2 Platform or Dashboard

Where available, you may submit a complaint through the Coinsfly dashboard, Help Center, Support Center, or complaint form.

5.3 Postal Mail

You may send a written complaint to:

Aurex Financial Technologies Inc., operating as Coinsfly

Attn: Complaints Department

2-1130 Hachey Ave, Coquitlam, BC V3K 2H4, Canada

5.4 Merchant Gateway Issues

If your complaint relates to a merchant payment, you may submit the complaint through Coinsfly support or complaints channels. You may also need to contact the merchant directly if the complaint relates to goods, services, delivery, cancellation, product quality, or merchant conduct.

6. Language of Complaints

Complaints should preferably be submitted in English.

Coinsfly may support additional languages through its platform, including EN, FR, ES, and RU, depending on availability. However, the official legal and complaints handling language is English unless Coinsfly confirms otherwise.

If a complaint is submitted in another language, Coinsfly may request clarification, translation, or additional information before proceeding.

7. Information to Include in a Complaint

To help us review your complaint efficiently, please include:

  • Full name;
  • Account email;
  • Phone number, if relevant;
  • Client UID, if available;
  • Account type: individual, business, or merchant;
  • Transaction ID, if applicable;
  • Order ID, if applicable;
  • Merchant name, if applicable;
  • Wallet address, if applicable;
  • Payment reference, if applicable;
  • Date and time of the issue;
  • Amount and currency or crypto asset;
  • Payment method used;
  • Detailed description of the issue;
  • Screenshots or documents;
  • Emails or correspondence;
  • Desired outcome or proposed resolution.

Failure to provide enough information may delay the review.

Coinsfly may request additional information, documents, explanations, or verification before handling the complaint.

8. Complaint Acknowledgement

Coinsfly will aim to acknowledge receipt of your complaint within 5 business days.

The acknowledgement may include:

  • Complaint reference number;
  • Date received;
  • Summary of the complaint;
  • Department handling the complaint;
  • Expected review timeline;
  • Request for missing information, if needed.

If your message is not clear enough to identify the issue, Coinsfly may request clarification before the complaint timeline begins.

9. Internal Review Process

After receiving a complaint, Coinsfly may assign it to the appropriate department, including:

  • Support;
  • Operations;
  • Compliance;
  • Risk;
  • Finance;
  • Payments;
  • Technical team;
  • Legal;
  • Merchant operations;
  • Senior management.

The review may include:

  • Reviewing account records;
  • Reviewing transaction records;
  • Reviewing payment provider responses;
  • Reviewing card/acquirer records;
  • Reviewing wire payment records;
  • Reviewing liquidity provider records;
  • Reviewing wallet screening results;
  • Reviewing blockchain data;
  • Reviewing KYC/KYB records;
  • Reviewing compliance notes;
  • Reviewing source of funds documents;
  • Reviewing support communications;
  • Reviewing system logs;
  • Reviewing OTP records;
  • Reviewing merchant gateway order data;
  • Consulting third-party providers;
  • Requesting additional documents from you;
  • Requesting additional explanation from the merchant, where applicable;
  • Escalating internally for senior review.

Coinsfly will handle complaints confidentially and only share complaint information with staff, providers, advisers, authorities, or counterparties where reasonably necessary or legally required.

10. Response Timeline

Coinsfly will aim to provide a written response within 30 business days after receiving a complete complaint.

A complaint is considered complete when Coinsfly has enough information to identify the account, transaction, issue, and requested resolution.

If a complaint is complex or depends on third-party providers, banks, acquirers, liquidity providers, blockchain confirmation, merchant response, law enforcement, compliance review, or missing documents, additional time may be required.

If additional time is required, Coinsfly will aim to inform you and provide an updated expected response date.

11. Possible Complaint Outcomes

After reviewing a complaint, Coinsfly may:

  • Accept the complaint fully;
  • Accept the complaint partially;
  • Reject the complaint;
  • Request additional information;
  • Explain the transaction status;
  • Explain the compliance status where legally permitted;
  • Correct an error;
  • Adjust account records;
  • Update transaction information;
  • Approve a refund where applicable;
  • Reject a refund request;
  • Reprocess a transaction where possible;
  • Escalate the matter internally;
  • Escalate to a provider;
  • Refer the matter to the merchant;
  • Maintain a compliance restriction;
  • Keep funds frozen or blocked where required;
  • Close the complaint.

Where legally permitted, Coinsfly will explain the reason for the outcome.

12. Limits on Disclosure

Coinsfly may be unable to disclose certain information in response to a complaint.

Disclosure may be limited where it would:

  • Breach AML/CTF obligations;
  • Breach sanctions requirements;
  • Reveal suspicious transaction reporting;
  • Reveal internal risk rules;
  • Reveal fraud detection methods;
  • Reveal wallet screening thresholds;
  • Reveal provider confidential information;
  • Compromise security;
  • Compromise an investigation;
  • Affect another person’s privacy;
  • Violate law enforcement requests;
  • Violate court orders;
  • Violate legal or regulatory restrictions.

In such cases, Coinsfly may provide a limited explanation or state that the matter is under review or cannot be disclosed.

13. Complaints Involving Compliance Decisions

Some complaints may relate to compliance decisions, such as:

  • Verification rejection;
  • PEP decision;
  • Sanctions screening;
  • Wallet rejection;
  • Account limit;
  • Source of Funds request;
  • Transaction block;
  • Withdrawal restriction;
  • Merchant rejection;
  • Account closure.

Coinsfly may review such complaints internally, but compliance decisions may remain final where required by law, provider rules, risk assessment, or internal policy.

Coinsfly may not be able to provide detailed reasons for compliance decisions.

14. Complaints Involving Transactions

For transaction-related complaints, Coinsfly may review:

  • Transaction ID;
  • Order ID;
  • Payment method;
  • Payment reference;
  • Quote;
  • Exchange rate;
  • Fees;
  • Provider response;
  • Wallet address;
  • Network;
  • TxID;
  • Blockchain confirmations;
  • Transaction status;
  • User confirmations;
  • OTP confirmation;
  • Payment instructions;
  • Compliance review;
  • Timing and processing logs.

Crypto transactions may be irreversible once broadcast, confirmed, credited, allocated, or sent to a wallet.

Transaction complaints will be handled in accordance with the Terms & Conditions, Refund & Cancellation Policy, Risk Disclosure, and applicable law.

15. Complaints Involving Card Payments

If your complaint relates to a card payment, Coinsfly may review:

  • Card transaction status;
  • Acquirer response;
  • Processor response;
  • Card authorization status;
  • Cardholder name match;
  • Transaction amount;
  • Currency;
  • Fraud alerts;
  • Chargeback status;
  • Payment approval or rejection;
  • Crypto delivery status.

You should contact Coinsfly before initiating a chargeback so the matter can be reviewed through this Procedure.

Improper or abusive chargebacks may result in account restrictions, but nothing in this Procedure limits mandatory cardholder rights under applicable law or card network rules.

16. Complaints Involving Wire Payments

If your complaint relates to a wire payment, Coinsfly may review:

  • Payment instructions issued;
  • Beneficiary details;
  • Payment reference;
  • Sender account name;
  • Amount;
  • Currency;
  • Bank/provider confirmation;
  • Date of receipt;
  • Payment rail;
  • Correspondent banking delay;
  • Quote expiry;
  • Conversion timing;
  • Provider fees;
  • Refund availability;
  • Compliance status.

Wire payments may be delayed by banks, providers, correspondent banks, missing references, wrong currency, incorrect sender details, public holidays, or compliance review.

17. Complaints Involving Merchant Gateway Payments

If your complaint relates to a merchant gateway payment, Coinsfly may review:

  • Merchant ID;
  • Merchant name;
  • Gateway order ID;
  • Customer account;
  • Payment route;
  • Amount;
  • Asset;
  • Network;
  • Destination wallet;
  • OTP confirmation;
  • Merchant wallet selection;
  • TxID;
  • Order status;
  • Merchant response;
  • Refund or dispute status.

Coinsfly is not the seller of merchant goods or services.

Complaints about goods, service quality, delivery, merchant cancellation, merchant refund policy, or merchant customer service may need to be resolved directly with the merchant.

Coinsfly may still review payment processing, transaction status, gateway operation, compliance issues, or suspected misuse of the gateway.

18. Complaints Involving Privacy

If your complaint relates to personal information, privacy, access to information, correction, consent, data handling, or data protection, Coinsfly may treat it as a privacy complaint and refer it to the Privacy Officer.

Privacy complaints may be handled under:

  • This Complaints Procedure;
  • The Coinsfly Privacy Policy;
  • PIPEDA, where applicable;
  • British Columbia PIPA, where applicable.

The Office of the Privacy Commissioner of Canada explains that PIPEDA includes a “challenging compliance” principle, and individuals should address privacy challenges to the person accountable for the organization’s PIPEDA compliance. (Office of the Privacy Commissioner)

For B.C. private-sector privacy matters, the Office of the Information and Privacy Commissioner for British Columbia states that individuals may make a complaint if they are not satisfied with a private organization’s response concerning personal information. (OIPC British Columbia)

19. Appeals

If you are not satisfied with Coinsfly’s written response, you may submit an appeal within 14 calendar days of receiving the response.

The appeal should include:

  • Original complaint reference;
  • Reason you disagree with the outcome;
  • Any new evidence;
  • Any additional documents;
  • Desired resolution.

Appeals should be sent to:

complaints@coinsfly.org

Use subject line:

Appeal — Complaint Reference [●]

Coinsfly will assign the appeal to a senior representative, Compliance, Legal, or management reviewer where appropriate.

Coinsfly will aim to provide a final response within 30 business days after receiving a complete appeal.

20. External Escalation

If you remain dissatisfied after completing Coinsfly’s internal complaint process, you may seek independent legal advice or contact an appropriate authority.

Depending on the nature of the complaint, relevant external routes may include:

  • Privacy regulator, if the complaint concerns privacy or personal information;
  • Consumer protection authority, if applicable;
  • Court or tribunal of competent jurisdiction;
  • Law enforcement, if you believe fraud or crime occurred;
  • Your card issuer or payment provider, if the complaint relates to a card or payment dispute;
  • Your bank, if the complaint relates to a bank transfer.

FINTRAC is Canada’s financial intelligence unit and AML/CTF regulator for MSBs. FINTRAC does not generally resolve individual commercial disputes between users and MSBs, but Coinsfly may report certain activity to FINTRAC where required by law.

21. Confidentiality

Coinsfly handles complaints confidentially.

Complaint information may be shared only where reasonably necessary with:

  • Coinsfly staff;
  • Compliance personnel;
  • Legal personnel;
  • Technical teams;
  • Payment providers;
  • Banks;
  • Acquirers;
  • Liquidity providers;
  • KYC/KYB providers;
  • AML providers;
  • Merchants, where relevant;
  • Professional advisers;
  • Regulators;
  • Law enforcement;
  • Courts;
  • Other parties where required or permitted by law.

Coinsfly will not disclose complaint information publicly unless required by law or authorized by you.

22. Data Protection

Personal information included in complaints will be handled according to the Coinsfly Privacy Policy.

Coinsfly may process complaint information to:

  • Investigate the complaint;
  • Communicate with you;
  • Verify identity;
  • Review transactions;
  • Review compliance records;
  • Review support history;
  • Resolve disputes;
  • Comply with law;
  • Maintain records;
  • Improve services;
  • Protect legal rights.

23. Complaint Records and Retention

Coinsfly will maintain records of complaints and complaint handling.

Complaint records may include:

  • Complaint reference number;
  • Complaint date;
  • User details;
  • Transaction details;
  • Issue category;
  • Supporting documents;
  • Communications;
  • Internal notes;
  • Provider responses;
  • Compliance decisions;
  • Outcome;
  • Appeal records;
  • Final response.

Complaint records may be retained for legal, regulatory, AML/CTF, sanctions, privacy, tax, audit, dispute resolution, fraud prevention, and business purposes.

FINTRAC’s MSB recordkeeping guidance includes five-year retention requirements for several MSB-related records, and the competitor procedure also uses a five-year retention approach for complaint records. (FINTRAC)

24. No Retaliation

Coinsfly will not retaliate against any user for submitting a complaint in good faith.

However, submitting a complaint does not prevent Coinsfly from:

  • Enforcing the Terms & Conditions;
  • Applying compliance restrictions;
  • Blocking suspicious activity;
  • Reporting suspicious activity;
  • Suspending or closing accounts;
  • Collecting amounts owed;
  • Defending legal claims;
  • Taking action required by law or provider rules.

25. Abusive or Bad-Faith Complaints

Coinsfly may restrict, reject, or close complaints that are:

  • Abusive;
  • Threatening;
  • Harassing;
  • Duplicative;
  • Fraudulent;
  • Made in bad faith;
  • Based on false information;
  • Intended to bypass compliance controls;
  • Intended to reverse valid transactions;
  • Intended to avoid fees;
  • Connected to prohibited activity.

Coinsfly may still retain records of such complaints and take appropriate account or legal action.

26. Complaints About Third Parties

Some complaints may involve third parties, including:

  • Merchants;
  • Banks;
  • Card issuers;
  • Acquirers;
  • Payment processors;
  • Wallet providers;
  • Blockchain networks;
  • Liquidity providers;
  • KYC/KYB providers;
  • AML providers;
  • Support vendors;
  • External websites.

Coinsfly may assist where the issue relates to Coinsfly’s services, but Coinsfly does not control third parties and may not be able to compel a third-party resolution.

Third parties may have their own complaint procedures, terms, refund policies, timelines, and legal obligations.

27. Service Improvements

Coinsfly may use complaint data to improve:

  • Platform design;
  • User interface;
  • Verification flow;
  • Payment instructions;
  • Transaction tracking;
  • Merchant gateway flow;
  • Wallet whitelisting;
  • Support training;
  • Compliance processes;
  • Fraud prevention;
  • Risk management;
  • Provider monitoring;
  • Internal procedures.

Where possible, complaint data used for internal analytics will be aggregated or anonymized.

28. Updates to this Complaints Procedure

Coinsfly may update this Procedure from time to time to reflect:

  • Legal changes;
  • Regulatory guidance;
  • Product changes;
  • Provider changes;
  • Operational changes;
  • Security needs;
  • Internal governance;
  • Complaint handling improvements.

The updated Procedure will be posted on the Coinsfly website with a revised effective date.

Continued use of Coinsfly after the updated Procedure becomes effective means you acknowledge the updated Procedure.

29. Contact Information

For complaints, appeals, or complaint-related questions, contact:

Aurex Financial Technologies Inc., operating as Coinsfly

Attn: Complaints Department

Registered Office: 2-1130 Hachey Ave, Coquitlam, BC V3K 2H4, Canada

Complaints: complaints@coinsfly.org

Support: support@coinsfly.org

Privacy: privacy@coinsfly.org

Legal: legal@coinsfly.org

Compliance: compliance@coinsfly.org

30. Final Acknowledgment

By using Coinsfly services, accessing the website, creating an account, purchasing crypto, using card or wire payment methods, adding a wallet, requesting a withdrawal, using the merchant gateway, contacting support, or submitting a complaint, you acknowledge that you have read and understood this Complaints Procedure.