Complaint Handling Procedure

VirtualPlanet.gr places great importance on providing exceptional service and we value our customers' satisfaction with our Bitcoin ATMs and related services. If you encounter any problems or are dissatisfied with our services, we have developed a comprehensive complaint handling procedure to ensure that your concerns are addressed quickly and fairly.

1. filing a complaint

If you have a complaint about our services, you can submit it through the following channels:

E-mail: Send a detailed e-mail to support@virtualplanet.gr with the subject line "Complaint."
Phone: call us at the contact number listed in the "Contact Us" section of our website.
Online form: fill out the claim form available on our website.

When submitting a claim, please provide the following information:

Name: Registered in our services.
Problem description: A detailed statement of the problem, including any relevant circumstances leading to the complaint.
Date and time of incident: If applicable, provide the exact date and time when the problem occurred.
Transaction details: Provide any relevant transaction IDs, amounts involved, cryptocurrency used and wallet addresses if the complaint is about a specific transaction.
Preferred method of contact: Specify whether you prefer to be contacted by email or phone for further arrangements.

2 Confirmation of receipt

Upon receipt of your complaint, VirtualPlanet.gr will confirm its receipt within two business days. The confirmation will include information about the registration of the complaint and the estimated time for its processing.

3 Investigation and processing of complaints

Your complaint will be thoroughly investigated by our customer service team. The investigation process may include:

Review of transaction records: Analysis of transaction logs, including blockchain records, to verify the details of your claim.
Consultation of internal data: Review video recordings, time stamps and communication records related to the problem.
Request for additional information: If necessary, we can contact you for more information to better understand the problem.

4. response to the complaint

VirtualPlanet.gr strives to resolve all complaints within 14 business days of receipt. If the investigation requires more time due to complexity, we will inform you of the delay and provide a new estimated time to resolve the issue.

Our response to your complaint will include:

Findings: A summary of the survey results and conclusions regarding your complaint.
Solution: Details of the action taken to resolve the problem or the solution offered.
Next steps: Information on any additional actions you may take, if applicable.

5 Escalation and follow-up

If you are not satisfied with the solution provided, you have the right to escalate your complaint. You can ask for a reconsideration by senior management or, if necessary, escalate the matter to the relevant regulatory authorities or consumer protection agencies, in accordance with applicable law.

Arbitration: As described in our Terms of Use, you may be required to submit claims to binding and final arbitration. The process and limitations of arbitration are described in our Terms of Use.
Regulatory Authorities: Depending on your jurisdiction, you may be able to file a complaint with local regulators overseeing financial services or consumer protection.

6 Confidentiality

Any information provided in connection with a complaint will be treated as confidential and used only for the purpose of investigating and resolving the complaint. Only authorized employees involved in the complaint investigation process will have access to your information.

7. data archiving

VirtualPlanet.gr keeps a record of all complaints, including details of investigation, correspondence and resolution, for at least 10 years. This helps us improve the quality of our services and ensures compliance with laws and regulatory requirements.

8 Reference to Terms of Use

Please note that by using our Bitcoin ATMs, you are agreeing to the Terms of Use, which includes provisions that may affect how your complaint is handled. The Terms of Use contain important information regarding your rights, remedies and obligations, including the requirement to arbitrate certain disputes and limitations of liability.

9. continuous improvement

VirtualPlanet.gr is committed to continuously improving our services and complaint handling procedures. We regularly review feedback and complaints to identify areas where we can improve the customer experience and services offered.

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