Complaints & Consumer Rights Policy

Table of Contents

Introduction

Becoming Alpha, Inc. (the "Company," "we," "us," or "our") is committed to providing excellent service and addressing user concerns promptly and fairly. This Complaints & Consumer Rights Policy explains how to submit complaints about our services, what to expect during the complaint resolution process, and your rights as a consumer.

This Policy covers complaints about our services, platform, transactions, customer support, and other matters. It is distinct from our Dispute Resolution Policy, which covers formal legal disputes and arbitration procedures. This Policy is designed to help resolve issues through direct communication and support, before they escalate to formal legal proceedings.

If you have a concern or complaint, we encourage you to contact us directly so we can work together to resolve the issue. Most complaints can be resolved quickly through our customer support team.

How to Lodge a Complaint

You can submit a complaint through several channels. We recommend starting with our customer support team, as they can often resolve issues quickly.

Complaint Channels

1. Email: Send an email to support@becomingalpha.world with "Complaint" in the subject line. This ensures your complaint is routed to the appropriate team.

2. Contact Form: If we maintain an online contact form on our website, you may submit complaints through that form.

3. In-Platform Support: If our platform includes in-app or in-platform support features, you may submit complaints through those channels.

4. Written Mail: You may send written complaints to:

Becoming Alpha, Inc.
Attn: Customer Complaints
8000 Avalon Boulevard, Suite 100, Alpharetta, GA 30009, USA

Types of Complaints

We accept complaints about:

• Service Issues: Problems with platform functionality, features, or performance
• Transaction Issues: Problems with transactions, payments, refunds, or fees
• Account Issues: Problems with account access, verification, or account management
• Customer Support: Complaints about the quality or responsiveness of our customer support
• Policy Enforcement: Concerns about how our policies are applied or enforced
• Privacy or Data Protection: Concerns about how we handle your personal information
• Other Matters: Any other concerns or complaints about our services or platform

For privacy-specific complaints, you may also contact our privacy team at privacy@becomingalpha.world. For legal disputes, please see our Dispute Resolution Policy.

Required Information

To help us resolve your complaint quickly and effectively, please provide the following information when submitting your complaint:

Essential Information

• Your Contact Information: Your name, email address, phone number, and account username (if applicable)
• Account Information: Your account ID, account email, or other identifying information that helps us locate your account
• Description of the Issue: A clear, detailed description of your complaint, including:
  • What happened or what problem you experienced
  • When the issue occurred (dates and times, if known)
  • Where on the platform the issue occurred (specific pages, features, or transactions)
  • What you expected to happen vs. what actually happened
• Transaction Details (if applicable): For transaction-related complaints, please include:
  • Transaction IDs or reference numbers
  • Transaction dates and amounts
  • Counterparty information (if applicable)
  • Description of the transaction

Supporting Material

Please include any supporting material that helps explain your complaint:

• Screenshots: Screenshots of error messages, transaction records, or other relevant information
• Emails or Communications: Copies of relevant emails, messages, or other communications
• Documentation: Any other documents, records, or evidence that supports your complaint

Note: Do not send sensitive information (such as passwords, private keys, or full credit card numbers) via email. If we need sensitive information, we will request it through a secure channel.

Desired Resolution

It is helpful if you can describe what resolution you are seeking:

• What outcome would resolve your complaint?
• Are you seeking a refund, correction, explanation, or other resolution?
• Do you have a preferred timeline for resolution?

While we cannot guarantee that we will be able to provide your desired resolution, understanding your expectations helps us work toward a satisfactory outcome.

Response Times and Escalation

We are committed to responding to complaints promptly and keeping you informed throughout the resolution process.

Initial Response

We aim to acknowledge receipt of your complaint within:

• Business Hours: 24 hours for complaints received during business hours (Monday-Friday, 9:00 AM - 5:00 PM Eastern Time)
• Non-Business Hours: 48 hours for complaints received outside business hours or on weekends/holidays

Our acknowledgment will confirm that we have received your complaint and may include a reference number for tracking purposes. Please keep this reference number for future communications.

Resolution Timeline

We aim to resolve complaints within the following timelines:

• Simple Issues: 3-5 business days for straightforward complaints that can be resolved quickly
• Standard Issues: 7-14 business days for complaints that require investigation or coordination with other departments
• Complex Issues: 21-30 business days for complex complaints that require extensive investigation, legal review, or coordination with third parties

If your complaint requires more time to resolve, we will notify you of the delay and provide an updated timeline. We will keep you informed of our progress throughout the investigation.

Escalation Process

If you are not satisfied with the initial response or resolution of your complaint, you may escalate it:

1. First Level: Customer Support Team - Most complaints are handled by our customer support team
2. Second Level: Supervisor or Manager - If you are not satisfied with the initial response, you may request escalation to a supervisor or manager
3. Third Level: Complaints Department - For more serious complaints or if you remain unsatisfied, you may request escalation to our dedicated complaints department
4. Final Level: Executive Review - In exceptional cases, complaints may be escalated to senior management or executives for review

To escalate a complaint, please reply to our response email or contact us directly and indicate that you would like to escalate your complaint. Please include your complaint reference number and a brief explanation of why you are not satisfied with the initial response.

External Recourse and Regulatory Contact

While we strive to resolve all complaints internally, you have the right to seek external recourse if you are not satisfied with our response.

Regulatory Authorities

U.S. Regulatory Authorities: If you are in the United States, you may contact:

• Consumer Financial Protection Bureau (CFPB): If your complaint relates to financial services, you may file a complaint with the CFPB at www.consumerfinance.gov/complaint/
• Federal Trade Commission (FTC): For complaints about unfair or deceptive business practices, you may contact the FTC at www.ftccomplaintassistant.gov/
• State Consumer Protection Agencies: Your state may have consumer protection agencies that can assist with complaints

International Regulatory Authorities

European Economic Area (EEA) and United Kingdom: If you are in the EEA or UK, you may contact your local data protection authority or consumer protection agency:

• Data Protection Authorities: For privacy-related complaints, you may contact your local data protection authority (see our Privacy Policy for more information)
• Consumer Protection Agencies: Your country may have consumer protection agencies that can assist with complaints about our services

Other Jurisdictions: If you are located outside the U.S., EEA, or UK, you may contact your local consumer protection or regulatory authorities for assistance with complaints.

Ombudsman Services

Some jurisdictions have ombudsman services or alternative dispute resolution (ADR) schemes that can help resolve complaints between businesses and consumers. If such services are available in your jurisdiction and applicable to our services, you may seek their assistance.

Please note that our Terms of Service contain an arbitration agreement that may limit your ability to pursue certain types of disputes through the courts. For more information, please see our Dispute Resolution Policy and Terms of Service.

Distinction from Legal Arbitration

This Complaints & Consumer Rights Policy is distinct from our formal dispute resolution and arbitration procedures. Understanding the difference helps ensure that complaints are handled through the appropriate process.

Complaints Process (This Policy)

The complaints process described in this Policy is designed for:

• Day-to-day service issues and concerns
• Customer support matters
• Transaction problems
• Policy questions or concerns
• Other operational issues

This process is informal, free, and designed to resolve issues quickly through direct communication. There are no formal legal proceedings, and the outcome is not legally binding (though we strive to honor our commitments).

Legal Disputes and Arbitration

Our Dispute Resolution Policy covers formal legal disputes, including:

• Claims for monetary damages
• Legal disputes that cannot be resolved through the complaints process
• Disputes that require formal legal resolution

Legal disputes are subject to our Dispute Resolution Policy, which includes mandatory arbitration for most disputes. Arbitration is a formal legal process that results in a binding decision. For more information about arbitration and dispute resolution, please see our Dispute Resolution Policy and Terms of Service.

When to Use Each Process

Start with the Complaints Process: We encourage you to start with our complaints process for most issues. Many problems can be resolved quickly through customer support without formal legal proceedings.

Escalate to Arbitration if Needed: If the complaints process does not resolve your issue and you have a legal claim, you may then pursue formal dispute resolution through arbitration as described in our Dispute Resolution Policy.

Consumer Rights

As a user of Becoming Alpha's services, you have certain consumer rights that we respect and protect. This section outlines some of your key rights, though specific rights may vary based on your jurisdiction.

Right to Information

You have the right to:

• Clear, accurate information about our services, fees, and policies
• Transparency about how we handle your personal information (see our Privacy Policy)
• Information about your account, transactions, and platform usage

Right to Service Quality

You have the right to:

• Services that are provided with reasonable care and skill
• Services that match their description and are fit for their intended purpose
• Platform functionality that is reasonably reliable and secure

Right to Complain

You have the right to:

• Submit complaints about our services without fear of retaliation
• Receive prompt and fair consideration of your complaints
• Seek external recourse if you are not satisfied with our response

Privacy and Data Protection Rights

You have rights regarding your personal information, including:

• Right to access your personal information
• Right to correct inaccurate information
• Right to delete your information in certain circumstances
• Right to object to certain processing activities
• Right to data portability (in some jurisdictions)

For detailed information about your privacy and data protection rights, please see our Privacy Policy.

Jurisdiction-Specific Rights

Depending on your jurisdiction, you may have additional consumer rights under local laws, such as:

• U.S. Rights: Rights under state consumer protection laws, the Fair Credit Reporting Act, and other federal and state laws
• EU/UK Rights: Rights under GDPR and UK GDPR, consumer protection directives, and other EU/UK laws
• Other Jurisdictions: Rights under your local consumer protection and data protection laws

We respect all applicable consumer protection laws and strive to honor your rights regardless of your jurisdiction.

Contact Information

To submit a complaint or for questions about this Complaints & Consumer Rights Policy:

We encourage you to contact us directly with any complaints or concerns. We are committed to resolving issues fairly and promptly. For information about formal dispute resolution and arbitration, please see our Dispute Resolution Policy.

For more contact options and additional ways to reach us, please visit our Contact page.