Complaints Policy
A clear route for reporting concerns, requesting a review, and escalating unresolved issues.
This policy sets required company standards. A product may be offered only when its applicable controls and provider arrangements are in place. It does not replace product-specific agreements or mandatory legal rights.
Who can complain
Customers, applicants, and authorized representatives may raise concerns about TuriPay, a transaction, verification, access restrictions, information handling, communications, or provider-related service. Turi Ventures LLC requires complaints to be handled fairly and without retaliation. A customer does not need to use a legal term or the word “complaint” to raise a concern.
How to contact us
Use official in-app support where available, email support@turipay.com with the subject “Formal complaint,” or write to Turi Ventures LLC, 30 North Gould Street, Sheridan, WY 82801, United States. Email or in-app support is preferable for an urgent security or transaction issue. Include an account or transaction reference, a short timeline, the impact, and the outcome you are seeking. Do not send passwords, verification codes, full payment-card data, or identity documents by ordinary email.
Acknowledgment and ownership
The company’s service target is to acknowledge a complaint within five business days, identify an owner or reference, and explain the next steps. This is a handling target, not a replacement for a shorter statutory or provider deadline. Urgent suspected fraud, missing funds, or account compromise must be routed promptly for protective review rather than waiting for the standard acknowledgment period.
Investigation and information
A reviewer must consider available records, customer evidence, relevant product terms, provider information, and any mandatory rights. Information requests must be relevant and proportionate. Where the complaint concerns a decision by an issuer or other provider, the company must explain its role and coordinate within its authority. A customer must not be forced to restart the process unnecessarily or give up direct access to the responsible provider.
Response and progress updates
The company’s service target is to provide a substantive response within 30 calendar days. If more time is reasonably needed, the customer should be told why and when a further update is expected, subject to lawful confidentiality. Mandatory investigation, provisional-credit, correction, and notification periods take priority. A final response should explain the outcome, any correction or remedy, the reasons that can lawfully be shared, and available review options.
Independent escalation
If dissatisfied, reply asking for a management or independent review and explain what remains unresolved. Where the complaint involves the original decision-maker, the review should be assigned to an appropriate person who was not responsible for the disputed decision. Customers may also contact a responsible provider, relevant regulator, consumer-protection authority, law-enforcement agency, or court directly. This process creates no mandatory arbitration clause and does not restrict a legal right.
Fair access, confidentiality, and learning
The company must consider reasonable accessibility needs and appropriate representative authorization. Complaint information must be restricted to those who need it for handling, oversight, or lawful disclosure. Management must track causes, overdue cases, repeat issues, and corrective actions, and review this policy at least annually. Complaint records must be retained under the applicable schedule and any legal hold.
Company and contact
Turi Ventures LLCRegistered in Wyoming, United States30 North Gould StreetSheridan, WY 82801, United Statessupport@turipay.comFor sensitive evidence, request an approved secure channel before sharing documents.
Reference materials
These official resources provide background. Requirements depend on the product, activity, and applicable law.
Management is responsible for assigning policy ownership, maintaining supporting procedures, reviewing these standards at least annually, and updating them when material requirements change.