Complaints Management Procedure

Information pursuant to applicable Italian regulations.

Submission of a Complaint

For complaints relating to activities or products provided by CyberFunded S.R.L., you may contact our support team directly at the following email address: support@cyberfunded.com

Please ensure that your complaint includes the following information:

• Your full name
• The registered email address
• Your account ID (if available)
• A clear description of the issue or concern
• Any supporting evidence, screenshots, or relevant documents

Complaints Handling Procedure

Upon receipt of your complaint, we undertake to:

• Acknowledge receipt within five (5) business days
• Conduct an internal review, with the aim of resolving the matter within ten (10) business days
• Inform you if additional time is required due to the complexity of the case or the need for further investigation
• Provide you with a reasoned response and, where applicable, details of any corrective actions taken
• Allow you to request an internal escalation within ten (10) business days of our formal response if you are not satisfied

Confidentiality and Data Retention

All complaints will be handled confidentially, and access to related data will be restricted exclusively to authorised personnel. CyberFunded will retain records of all complaints and related communications for a period of no less than five (5) years, in accordance with best practices and compliance obligations.

External Recourse

CyberFunded is not a regulated financial services provider. Users who remain dissatisfied after the internal procedure may consult an independent advisor or make use of the dispute resolution channels described in our Terms and Conditions.

Our Commitment to Users

We are committed to:

• Handling all complaints fairly and diligently
• Providing timely and professional responses
• Using feedback to improve our services and systems

This Complaints Management Procedure shall enter into force and effect on 1 October 2025.