USER COMPLAINT AND CLAIM FORM
Submit this form by email to: contact@bettertomorrowgroupltd.com.
You may submit a complaint or claim using this form or in free-form writing containing all the information requested below. Submission of this form in respect of a formal Claim against the Company constitutes initiation of Stage 1 of the Pre-Litigation Procedure under clause 21.2 of the Platform Terms of Use.
Fields marked * are mandatory. The Company cannot process your submission without this information. Where any mandatory information is missing, the Company will notify the User and invite them to provide the missing particulars.
| Field | Details |
|---|---|
| Full name (for legal entity) / First and last name (for natural persons) * | |
| ID / Passport number (natural persons) / Company registration number (legal entities) | |
| Full registered address / Habitual residence (country, city, street, building number, post code, etc.) * | |
| Email address * | |
| Telephone number and telegram username for communication | |
| Your Telegram username from which the transaction was initiated (if the complaint is connected to Listed Exchanger issues and if the transaction was accompanied by a conversation on Telegram) * |
Complete this section only if the complaint is submitted by an authorised representative. Attach a copy of the power of attorney or other authority document.
| Field | Details |
|---|---|
| Full name of representative * | |
| Full registered address / Habitual residence (country, city, street, building number, post code, etc.) * | |
| Email address * | |
| Telephone number | |
| Authority document attached * | ☐ Yes ☐ No |
Please indicate the type of complaint:
| Category | Tick |
|---|---|
| A — Platform Complaint (Platform functionality, content accuracy, UGC moderation, Company conduct) | ☐ |
| B — Exchanger Dispute / Dispute Assistance Request (transaction failure, delivery error, delay, suspected misconduct by a Listed Exchanger) | ☐ |
| C — Qualifying Breach Claim (material failure by Listed Exchanger; potential compensation request under clauses 9.6 and 21.6 of the Terms) | ☐ |
| Other (please describe below) | ☐ |
4.1 Listed Exchanger concerned (if applicable)
| Field | Details |
|---|---|
| Name of Listed Exchanger * | |
| Website URL of Listed Exchanger * |
4.2 Transaction details (complete where the complaint relates to a specific transaction)
| Field | Details |
|---|---|
| Date of transaction * | |
| Transaction reference / order number | |
| Currency / asset sent * | |
| Amount sent * | |
| Currency / asset expected to receive * | |
| Amount expected to receive * | |
| Amount actually received (if received) * | |
| Sending wallet address / transaction hash * | |
| Receiving wallet address / transaction hash * | |
| Exchange rate confirmed by Exchanger | |
| Date User became aware of the issue * |
4.3 Description of complaint *(mandatory — per clause 21.2.2 of the Terms)
Please describe clearly and in chronological order the facts giving rise to your complaint, including what happened, when it happened, and why you are dissatisfied.
4.4 Loss or detriment suffered
Please describe any financial loss or other detriment you have suffered, and specify the amount claimed (if any) in a specific currency or Crypto-Asset.
4.5 Steps already taken *
Please describe any steps already taken to resolve this matter directly with the Listed Exchanger, including dates and responses received.
4.6 Outcome sought *
Please state clearly the specific remedy or relief you are seeking.
| Document | Attached |
|---|---|
| Screenshots of transaction / exchange confirmation * | ☐ |
| Correspondence with the Listed Exchanger * | ☐ |
| Blockchain explorer confirmation | ☐ |
| Proof of payment or receipt | ☐ |
| Power of attorney (where applicable) | ☐ |
| Other (please describe): | ☐ |
The personal data you provide in this form will be processed by Better Tomorrow Group LTD as data controller for the purpose of assessing, verifying, and responding to your complaint, including, where necessary, sharing relevant details with the Listed Exchanger concerned. Your data will be retained in accordance with the retention periods set out in the Dispute Resolution Policy and Privacy Policy. For full details of your rights, the categories of data processed, cross-border transfers, and how to contact us or the relevant supervisory authority, see our Privacy Policy.
By submitting this form, I confirm that:
- The information provided is true, accurate, and complete to the best of my knowledge;
- I have read and understood the Dispute Resolution Policy;
- I acknowledge that the Company is not a party to any transaction between me and any Listed Exchanger, and does not guarantee any particular outcome in respect of my complaint;
- I understand that voluntary dispute assistance does not constitute mediation, arbitration, or any legally binding determination, and that the Company may decline or discontinue such assistance at any time;
- I consent to the processing of my personal data for the purposes of handling this complaint, in accordance with the Platform's Privacy Policy and the BVI Data Protection Act, 2021 (No. 3 of 2021);
- (For QB Claims — Category C only)I confirm that this Claim is submitted within 45 calendar days of the date on which I became aware of the alleged Qualifying Breach, in accordance with clause 21.6.5 of the Platform Terms of Use.
| Place and date * | |
| Signature of Complainant / Authorised Representative * |
