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Complaints Policy

How to raise a complaint and what happens next.

How to complain

Write to gateway@web1.one with your business name, the payment reference or transaction hash, and a description of the issue.

We acknowledge complaints and investigate using our transaction and support records, and we give a written outcome with the reasoning.

If the outcome does not resolve the issue, you can ask for a senior review before pursuing any external remedy available to you.

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