This complaint form is provided for convenience. Its use is optional. A complaint may also be submitted in another written format, provided that it contains sufficient information to allow Spays to understand and investigate the matter.
Please send the completed form and supporting documents to:
Email: hello@spays.io
Email subject: Complaint
Full legal name:
Date of birth, where required for identification:
Residential or registered address:
Country of residence or registration:
Email address:
Telephone number:
Spays account or client reference, where applicable:
Preferred method of communication:
☐ Email
☐ Telephone
☐ Other: _________________________________________________
Complete this section only where the complaint is submitted by a person acting on behalf of the complainant.
Full name of the representative:
Organisation, where applicable:
Address:
Email address:
Telephone number:
Capacity in which the representative acts:
A power of attorney or another official document confirming the representative’s authority must be attached.
Evidence of authority attached:
☐ Yes
☐ No
☐ Not applicable
Service concerned:
☐ Crypto-asset exchange or access
☐ On-ramp service
☐ Off-ramp service
☐ Wallet functionality
☐ Blockchain consulting
☐ Payment-related service
☐ Account access
☐ Identity or compliance verification
☐ Other: _________________________________________________
Transaction reference, where applicable:
Transaction date:
Transaction amount and currency or crypto-asset:
Relevant wallet address:
Relevant transaction hash:
Relevant payment or bank reference:
Third-party provider involved, if known:
Please describe the events giving rise to the complaint. Include relevant dates, communications, persons involved, and any steps already taken to resolve the matter.
Date or dates on which the relevant events occurred:
Date on which you first became aware of the issue:
Have you previously contacted Spays about this matter?
☐ Yes
☐ No
Where yes, please provide the date, method of contact, and any reference number:
Please describe any financial loss, damage, inconvenience, delay, or other detriment allegedly suffered.
Amount of financial loss claimed, where applicable:
Currency:
How was the claimed amount calculated?
Please state how you would like Spays to resolve the complaint.
☐ Explanation or clarification
☐ Correction of information
☐ Completion or reversal of a transaction
☐ Refund or reimbursement
☐ Compensation
☐ Restoration of account access
☐ Correction of a technical issue
☐ Other: _________________________________________________
Additional details:
Please identify and attach any relevant supporting evidence.
☐ Identification document, where required
☐ Power of attorney or evidence of representation
☐ Contract or agreement
☐ Transaction receipt or confirmation
☐ Bank statement or payment record
☐ Wallet or blockchain transaction record
☐ Email or correspondence
☐ Screenshot
☐ Invoice
☐ Other: _________________________________________________
List of attached documents:
Please do not provide passwords, private wallet keys, seed phrases, complete payment-card credentials, or other security credentials.
Spays will never request your wallet seed phrase or private key for the purpose of processing a complaint.
Please provide any other information that may assist Spays in investigating the complaint.
I confirm that, to the best of my knowledge, the information provided in this complaint form is true, accurate, and complete.
I understand that Spays may request additional information or documentation where this is reasonably necessary to investigate the complaint.
I understand that the personal data submitted through this form will be processed for the purposes of receiving, investigating, managing, and resolving the complaint in accordance with the Spays Privacy Policy and applicable law.
Full name:
Place:
Date:
Signature, where the form is submitted as a signed document:
Complaint reference number:
Date received:
Date acknowledged:
Complaint category:
Risk or urgency classification:
Assigned person or department:
Additional information requested:
☐ Yes
☐ No
Date additional information requested:
Date additional information received:
Third-party provider involved:
Investigation summary:
Decision:
Corrective or remedial action:
Date final response issued:
Complaint status:
☐ Open
☐ Awaiting information
☐ Under investigation
☐ Resolved
☐ Rejected
☐ Referred to third-party provider
☐ Closed
Approved by:
Closure date:
Spays is a commercial brand operated by 3-102-966866 Sociedad de Responsabilidad Limitada, registered in Costa Rica under corporate identification number 3-102-966866.
Date of last update: 13 July 2026
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