Complaints Handling Policy
If something has gone wrong, tell us. This page explains how to complain, what we will do, and how long it will take.
1. What counts as a complaint
Any expression of dissatisfaction with the service, whether or not it is justified — a transaction you did not expect, a fee you think is wrong, a delay, a decision we made about your account, the way a member of our team treated you, or anything else.
You do not need to use the word "complaint", and you do not need to write in any particular form.
2. How to complain
| Channel | How |
|---|---|
| In the application | Profile → Support → start a conversation. This is the fastest route and it arrives with your account already identified |
| By email | support@alt.vu for service matters, legal@alt.vu for matters about our terms or your data |
| By post | Complaints, ATLAS PAY LIMITED, Unit 1603, 16/F, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong |
We handle complaints in English. If you write in another language we will do our best, and we may use translation, which can slow things down.
3. What to tell us
To resolve a complaint quickly we need:
- the email address registered to your account;
- what happened, and when;
- the transaction reference, date and amount, if a transaction is involved;
- what you would like us to do; and
- any screenshot or document that helps.
Never send us your PIN, your full card number, your card security code or a one-time code. We do not need them and we will never ask for them.
4. What we do, and when
| Stage | Time |
|---|---|
| We acknowledge your complaint and tell you who is handling it | Within 2 Business Days |
| We investigate and send you a written answer | Within 15 Business Days of receiving the complaint |
| Complex cases — if we cannot answer in 15 Business Days, we tell you why and when we will | Extended answer within 35 Business Days |
A Business Day is a day other than Saturday, Sunday or a public holiday in Hong Kong.
Our answer will say what we found, what we decided, why, and what we will do. If we got something wrong, we will say so and put it right.
5. If you are not satisfied with our answer
5.1 Reply and tell us why. Ask for the complaint to be reviewed by a senior member of staff who was not involved in the original decision. We will complete that review within a further 15 Business Days.
5.2 If you remain dissatisfied after the review, our internal process is exhausted.
5.3 Please read this next part carefully. ATLAS PAY LIMITED is not a licensed financial institution, and the service is not covered by a financial ombudsman, a statutory complaints scheme or a compensation fund in Hong Kong or elsewhere. There is no external body to which an unresolved complaint about the service can be escalated for a binding decision, other than through the dispute resolution procedure in clause 23 of the Terms of Service — arbitration administered by the Hong Kong International Arbitration Centre.
5.4 Depending on where you live, a consumer protection authority or a data protection authority may still have jurisdiction over part of your complaint. Nothing in this Policy removes a right you have under the mandatory law of your country of residence.
6. Complaints about your personal data
A complaint about how we handle your personal data follows the same route, but write to privacy@alt.vu. You also have the right to complain directly to a data protection authority — in Hong Kong, the Office of the Privacy Commissioner for Personal Data. Details are in section 11 of the Privacy Policy.
7. Complaints about a card transaction
If the complaint is about a card transaction you did not authorise or that was not carried out correctly, tell us as soon as possible and in any event within 60 days of it appearing in your transaction history. We will raise it with our card issuing partner. Chargeback rights, their time limits and their outcomes are determined by the payment scheme, and we cannot guarantee a result. See clause 14 of the Terms of Service.
Complaints about a completed blockchain transaction cannot lead to its reversal — no one can reverse a confirmed blockchain transaction — but we will still investigate and answer.
8. Our records
We record every complaint, what we decided and why, and keep the file for at least six years. When the file is no longer needed to identify you, it is de-identified rather than erased, as described in section 9 of the Privacy Policy. We review complaints regularly to find and fix what caused them.
9. Contact
ATLAS PAY LIMITED Unit 1603, 16/F, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong Business Registration Number 79950367 support@alt.vu · legal@alt.vu · privacy@alt.vu