Qistiq Advance Complaint & Dispute Resolution Policy

1. Purpose

The purpose of this Policy is to provide a clear complaint process, resolve disputes fairly and efficiently, improve customer satisfaction, maintain transparency, and comply with applicable laws and regulations.

2. Types of Complaints

Customers may submit complaints regarding:

• •Account access issues
• •Identity verification (KYC) decisions
• •Advance approvals or denials
• •Payment processing errors
• •Repayment disputes
• •Service fees
• •Customer support interactions
• •Fraud concerns
• •Privacy concerns
• •Technical issues
• •Collection activities
• •Any other Qistiq-related matter

3. How to Submit a Complaint

Customers may submit complaints through: • In-App Support: Support Center → Create Ticket • Email: complaints@qistiq.com • Customer Support: support@qistiq.com

4. Information to Include

To help us investigate your complaint, please provide:

• •Full Name
• •Customer ID
• •Email Address
• •Phone Number
• •Advance ID (if applicable)
• •Transaction ID (if applicable)
• •Description of the issue
• •Supporting documentation (if available)

Incomplete information may delay investigation.

5. Complaint Acknowledgment

After receiving a complaint, Qistiq will assign a case number, confirm receipt of the complaint, and begin an internal review.

Acknowledgment is typically provided within 1–3 business days, although response times may vary.

6. Investigation Process

Qistiq may review account records, payment records, support communications, identity verification records, fraud monitoring results, audit logs, and system records.

Additional information may be requested during the investigation.

7. Response Timeframe

Initial Response: Within 3 business days. Resolution Target: Within 15 business days.

Complex cases may require additional time. If additional time is required, customers will be notified.

8. Payment Disputes

If you believe a payment was processed incorrectly, you must notify Qistiq as soon as possible. The investigation may review payment authorizations, transaction history, account activity, repayment agreements, and electronic signature records.

Qistiq will investigate and respond based on the available evidence.

9. Fraud Reporting

If you suspect identity theft, unauthorized account access, fraudulent activity, or unauthorized payments, you should immediately contact Qistiq.

Qistiq may temporarily restrict accounts during investigations to protect customers and the platform.

10. Collection Disputes

Customers may dispute outstanding balances, collection communications, account status, and payment history.

Qistiq will review relevant records and respond accordingly.

11. Privacy Complaints

Customers who have concerns regarding privacy or data handling may contact: privacy@qistiq.com Qistiq will review privacy-related concerns in accordance with applicable privacy laws and internal procedures.

12. Escalation Process

If a customer is dissatisfied with the initial resolution, the complaint may be escalated for additional review. Escalation levels may include: Level 1 — Customer Support Review; Level 2 — Compliance or Operations Review; Level 3 — Executive Review.

Additional documentation may be requested during escalation.

13. Good Faith Resolution

Qistiq and its customers agree to make reasonable efforts to resolve disputes informally before pursuing formal legal remedies where permitted by law.

14. No Retaliation

Qistiq will not retaliate against customers for submitting legitimate complaints or reporting concerns in good faith.

15. Record Retention

Qistiq may retain records relating to complaints, investigations, communications, resolutions, and supporting documentation for operational, legal, compliance, and audit purposes.

16. Limitations

Qistiq reserves the right to reject abusive complaints, close duplicate complaints, request additional documentation, and decline requests that are unsupported by evidence.

Nothing in this Policy limits Qistiq's legal rights.

17. Policy Changes

Qistiq may update this Policy from time to time. Updated versions become effective upon publication or notification as permitted by applicable law.