COMPLAINTS PROCEDURE

Last updated: 14 September 2026

 

This Complaints Procedure explains how users can submit complaints concerning B-World. B-World is provided by Denha Nexus s.r.o., registration number 56690819, registered address Pekná cesta 2459/19, 831 52 Bratislava, Slovakia (“B-World”, “we”, “us” or “our”).

B-World provides software tools for AI-assisted market analysis, trading signals, user-configured automated trade execution, analytics and related functionality through supported third-party exchange APIs.

1. Purpose and scope

This Procedure applies to complaints about access to or use of B-World, subscriptions and billing, account administration, customer support, service availability, privacy handling or other aspects of the Service.

A complaint is a formal expression of dissatisfaction for which you expect a response or remedy. Routine support questions may be handled through normal customer-support channels without being treated as a formal complaint unless you ask us to do so.

2. How to submit a complaint

Send a formal complaint to support@b-world.io with the subject “Complaint”. You may also use an official complaint form made available on the B-World website, if available.

Please include, where relevant:

• Your full name.
• The email address associated with your B-World account.
• Your account or subscription identifier, if available.
• A clear description of the issue and when it occurred.
• Relevant transaction references, screenshots or other supporting information.
• The outcome or remedy you are seeking.

For security reasons, do not send passwords, full payment-card details, seed phrases or exchange withdrawal credentials.

3. Acknowledgment

We aim to acknowledge receipt of a formal complaint within 48 hours. If information is missing, we may ask you to provide additional details before the complaint can be fully investigated.

4. Investigation and response time

We aim to investigate complaints fairly and provide a final response within 30 working days after receiving sufficient information to investigate the matter.

If a complaint is complex and reasonably requires more time, we may extend the review by up to 20 additional working days. We will inform you of the reason for the extension and the expected response date.

If resolution materially depends on a third party, such as a payment provider, app store or exchange, the process may take longer. We will keep you reasonably informed where appropriate.

These target periods do not replace shorter or mandatory deadlines imposed by applicable law, including data-protection law.

5. How we assess complaints

We may review account records, support history, subscription and payment information, relevant system logs, connected-service status and other information reasonably necessary to understand the complaint.

We will consider the Terms of Use, applicable policies, information available when the event occurred and relevant legal requirements.

6. Our final response

Where appropriate, our final response will explain the outcome of our investigation, any action we have taken or propose to take, and any further options reasonably available to you.

Possible outcomes may include clarification, correction of account information, technical assistance, restoration of access where appropriate, cancellation of future subscription renewal, a refund where eligible, or rejection of the complaint with reasons.

7. Privacy complaints

Complaints concerning personal-data processing may be sent directly to privacy@b-world.io. They will be handled in accordance with the Privacy Policy and applicable data-protection law.

Where GDPR applies, data-subject requests and complaints are handled within the time limits required by GDPR, subject to permitted extensions.

8. Billing and refund complaints

Billing and refund complaints are also subject to the Recurring Payments Policy and Refund Policy. If the purchase was made through Apple App Store, Google Play or another third-party platform, the relevant platform may control the payment or refund process.

9. Alternative dispute resolution for EU consumers

If you are an EU consumer and we cannot resolve your complaint directly, you may have the right to contact a competent alternative dispute-resolution (“ADR”) entity in your country where applicable.

Information on consumer dispute-resolution bodies in EU Member States is available through official European Commission and national consumer-protection resources.

The former European Online Dispute Resolution (“ODR”) Platform was discontinued on 20 July 2025 and is no longer available for submitting complaints.

10. Further legal action

Nothing in this Procedure prevents you from using rights or remedies available under applicable law. Any formal dispute is subject to the dispute-resolution and governing-law provisions of the Terms of Use, without limiting mandatory consumer-jurisdiction rights.

11. No retaliation

We will not restrict your access or treat you unfairly solely because you submitted a complaint in good faith. This does not prevent us from taking action for a separate breach of the Terms, security issue, non-payment or unlawful activity.

12. Record keeping and privacy

We may retain complaint correspondence and related records for a period reasonably necessary to investigate the matter, demonstrate compliance, manage legal claims and meet applicable retention requirements. Personal data is handled in accordance with the Privacy Policy.

13. Contact

Complaints and general support: support@b-world.io

Denha Nexus s.r.o.

Pekná cesta 2459/19, 831 52 Bratislava, Slovakia

Registration number: 56690819