Grievance Officer and Complaints

Grievance Officer and Data Protection contact

Name: Abhishek Tiwari
Email: connect@iaexnetwork.com
Address: Plot No. 26, First Floor, Back Left Side, Block A-1, Mohan Garden, Uttam Nagar, New Delhi 110059, India
Hours: Monday to Friday, 10:00 to 18:00 India Standard Time, excluding Indian public holidays.

The Grievance Officer is also our contact under the Digital Personal Data Protection Act, 2023, our Data Protection Officer for the Singapore Personal Data Protection Act, and the point of contact for the other privacy laws listed in the Privacy Policy.

How to complain

1. Write to connect@iaexnetwork.com with your account email, the transfer or invoice reference and what went wrong. We give you a reference number.
2. We acknowledge within 2 business days and aim to resolve within 15 business days. For complex cases we tell you what we are doing and when you will hear from us, and we resolve within 30 days.
3. If you are not satisfied, or do not hear from us in time, escalate to the Grievance Officer above. The Grievance Officer replies within 15 days with a final answer from us.
4. If it is still not resolved, you may go to the authority for your country listed below, and to the courts or arbitration as the Terms provide.

Data protection requests

Requests to access, correct or erase personal data, to withdraw consent, or to use any other privacy right go through the data-request form or to connect@iaexnetwork.com.

Payments

Because licensed partners execute payments, we may involve them in resolving a payment complaint, and share the facts of the transaction with them for that purpose. You may also have rights against the partner directly (for example error-resolution and refund rights); the partner's contact details are in the terms you accepted for it. Vaulte does not hold your money and cannot refund a payment that a partner holds or has sent, but we will press the partner for you.

Where to go if we cannot resolve it