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COMPLAINTS PROCEDURE

B-World, registered under the laws of the Slovak Republic, registration number 55 335 004, address: Karpatské námestie 7770/10A (hereinafter also referred to as “we”) provides users with access to a trading and analytical tool available at the address: https://b-world.trade (hereinafter referred to as the “Service”). Within this Service, users (hereinafter referred to as “you”) get access to trading signals and the ability to set up automated trading through the use of a specially developed B-World bot and our closed community (telegram channel).

This Complaints Procedure forms part of the Terms of Use (hereinafter referred to as the “Terms“) and should be read in conjunction with them, capitalized terms used herein shall have the meanings set forth in the Terms.

1. PURPOSE AND SCOPE

The purpose of this Complaints Procedure is to provide you with information on how you can contact us with any complaints related to your access to and use of the Service. This Procedure describes the process for submitting a complaint, how it is handled, and what you can do if you are not satisfied with the outcome of your complaint.

2. HOW TO SUBMIT A COMPLAINT

To file a formal complaint, please send an email to: b.world.help@gmail.com. In your letter, please include the following information:

  • Your full name and surname;
  • Residential address;
  • E-mail address;
  • Phone number;
  • A detailed description of your problem or claim;
  • Specific measures you expect as a remedy.

Providing a full and detailed description of your problem will allow us to deal with your complaint quickly and efficiently without the need for additional information.

3. CONFIRMATION OF RECEIPT AND DEADLINES FOR COMPLAINT CONSIDERATION

After submitting a complaint, you will receive a confirmation of its receipt to your e-mail within 48 hours from the moment of its receipt by us.
Our support team will do everything possible to review your complaint and find a solution to your problem as soon as possible. A final decision on your complaint will be made within 30 working days of its receipt by us.
In the case of the complexity of your complaint, which requires additional time for a proper resolution, we can extend this period for another 20 working days. In this case, we will inform you of the reasons for the extension and the expected resolution time.
If the resolution of the complaint requires the involvement of a third party, the final decision will be made within 2 (two) months.

4. SPECIAL PROVISIONS FOR THE EU USERS

4.1. PERSONAL DATA PROTECTION

If your complaint concerns the processing of your personal data, we will consider it in accordance with the procedure defined in the Privacy Policy, in compliance with the time frames established by the General Data Protection Regulation 2016/679, approved by the European Parliament and the Council on April 27, 2016. A response to such a complaint will be provided within one month from the date of its receipt.

4.2. ALTERNATIVE DISPUTE RESOLUTION

In accordance with Directive 2013/11/EU of the European Parliament and of the Council dated May 21, 2013 “On Alternative Dispute Resolution in Consumer Disputes and Amendments to Regulation (EU) No. 2006/2004 and Directive 2009/22/EU” and Regulation (EU) No. 524/2013 of the European Parliament and Council “On Online Resolution of Consumer Disputes and Amendments to Regulation (EU) No. 2006/2004 and Directive 2009/22/EU”, as a tool for out-of-court settlement of disputes regarding contractual obligations, arising from online sales contracts or service contracts concluded between consumers residing in the European Union and businesses based in the EU, is the ODR (Online Dispute Resolution) platform. It is available at the following email address: http://ec.europa.eu/consumers/odr/.

We inform you that we are not obliged and do not plan to participate in the dispute resolution procedure using the European ODR Platform.

5. FURTHER ACTION IN CASE OF DISAGREEMENT

If we are unable to reach a mutual agreement to resolve your complaint, you have the right to appeal to the Swiss Arbitration Association in accordance with the provisions of Section 16 Dispute Resolution of our Terms.