Spays is a commercial brand operated by 3-102-966866 Sociedad de Responsabilidad Limitada, a company registered under the laws of Costa Rica under corporate identification number 3-102-966866.
Spays does not issue or distribute its own crypto-assets. Instead, Spays provides commercial services relating to access to and exchange of third-party crypto-assets, wallet functionality, blockchain consulting and, where available, on-ramp and off-ramp services provided or facilitated through relevant third-party partners.
The availability and scope of particular services may depend on the applicable jurisdiction, regulatory requirements, technical capabilities, and partner arrangements.
Clients of Spays may submit complaints free of charge.
Complaints should be submitted using the following contact details:
Use of the complaint form is encouraged but is not mandatory. Complaints submitted in another written format will also be reviewed, provided that they contain sufficient information for Spays to understand and investigate the matter.
Spays will acknowledge and handle complaints in a fair, objective, transparent, and timely manner.
Each complaint will be assessed impartially, and appropriate actions will be taken based on the circumstances of the complaint, the contractual relationship with the complainant, and applicable legal or regulatory requirements.
Records relating to complaints, investigations, communications, decisions, and remedial actions will be retained for legal, compliance, audit, and operational purposes.
To allow Spays to properly investigate and process a complaint, the complainant should provide the following information:
Failure to provide all of the information listed above will not automatically prevent a complaint from being considered. However, Spays may request additional information or documentation where this is reasonably necessary to investigate and resolve the complaint.
Spays will acknowledge receipt of a complaint as soon as reasonably practicable.
The acknowledgment may include:
Spays may contact the complainant during the investigation to request clarification, additional evidence, or further information.
The complainant should provide the requested information within a reasonable period. A delay in providing necessary information may affect the time required to complete the investigation.
Spays will communicate its decision to the complainant as soon as possible and, in any event, within 15 calendar days following acknowledgment of receipt of the complaint.
The decision will be communicated in English using the complainant’s provided contact details.
The response will, where appropriate, include:
Where, due to exceptional circumstances, Spays cannot issue a final decision within the stated period, Spays will inform the complainant of:
Certain services offered or facilitated through Spays may involve third-party providers, including payment service providers, banks, crypto-asset service providers, wallet infrastructure providers, liquidity providers, identity-verification providers, or other technology partners.
Where a complaint concerns a service provided by a third party, Spays may:
Spays will remain responsible for handling the aspects of the complaint that relate to its own acts, omissions, contractual obligations, or services.
Personal data provided in connection with a complaint will be processed in accordance with the Spays Privacy Policy and applicable data-protection laws.
Complaint information will be accessible only to authorised persons who require access for the purposes of investigation, resolution, compliance, legal advice, audit, risk management, or regulatory reporting.
Information may be disclosed to competent authorities, professional advisers, service providers, or business partners where this is necessary and legally permitted.
Commercial brand: Spays
Operator: 3-102-966866 Sociedad de Responsabilidad Limitada
Corporate identification number: 3-102-966866
Country of registration: Costa Rica
Complaints email: hello@spays.io
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