USR-008 — POLÍTICA DE QUEJAS Y RECLAMACIONES Complaints & Claims Policy
- Entidad / Entity
- BLIIM GLOBAL LLC — Delaware, United States
- Documento / Document
- Política de Quejas y Reclamaciones / Complaints & Claims Policy
- ID
- USR-008
- Versión / Version
- V1.2
- Fecha de vigencia / Effective date
- 7 de octubre de 2026 / 7 October 2026
- Ámbito / Scope
- Web, app y funcionalidades habilitadas de Bliim / Web, app and enabled Bliim functionalities
- PRINCIPIO CENTRAL / CENTRAL PRINCIPLE
- Bliim recibe, registra, clasifica y gestiona las quejas de forma trazable. El procedimiento y los plazos concretos pueden variar según el producto, el país, el partner, la entidad responsable y el tipo de reclamación. La recepción por Bliim no significa que Bliim asuma obligaciones que jurídicamente correspondan a un tercero; tampoco libera a Bliim de sus propias obligaciones aplicables.
Bliim receives, records, classifies and manages complaints on a traceable basis. Specific procedures and timelines may vary depending on the product, country, partner, responsible entity and complaint type. Receipt by Bliim does not mean Bliim assumes obligations legally belonging to a third party; nor does it release Bliim from its own applicable obligations.
1. Purpose
This Policy establishes how Bliim receives, records, classifies, investigates, routes, responds to, escalates and closes complaints and claims relating to Bliim and features accessible through the Platform.
Its purpose is to support traceable, timely and impartial handling consistent with user rights, applicable contracts and the actual allocation of responsibilities.
2. Scope
It applies, as relevant, to consumers, businesses and authorised users in relation to onboarding, platform accounts, wallets and stablecoins, virtual or local account details, transfers, cross-border services, FX, fees, cards, P2P, availability, marketing, privacy, security, KYC/KYB, restrictions and other expressly enabled features.
Not every category creates the same rights, timelines or external complaint routes.
3. Relationship with Other Procedures
This Policy governs general complaint intake and case management. Unauthorized transactions and error resolution are handled under the Unauthorized Transactions & Error Resolution Policy; refunds and chargebacks are handled under the applicable specialized procedure.
Privacy, security, fraud, KYC/KYB, AML or sanctions complaints may activate specialized procedures without losing the original receipt date.
4. Definitions
A “complaint” is an expression of dissatisfaction concerning a product, service, conduct, decision, communication, delay or experience. A “claim” is a request for recognition, correction, remedy or review. An “inquiry” is a request for information without a sufficient allegation of wrongdoing.
A communication is classified according to its actual substance and not only the label used by the user.
5. Complaint-Handling Principles
Bliim seeks to handle complaints accessibly, in good faith, objectively, proportionately and without retaliation. Where applicable law requires free filing, a specific format, a particular language, acknowledgment, a deadline or a recourse route, that requirement applies.
Filing a complaint does not by itself constitute an admission of liability.
6. Product, Country, Partner and Responsible Entity
Each complaint is handled taking into account the product, country, customer type, partner, responsible legal entity, rail or network, transaction type and applicable legal regime.
A feature displayed in the app does not by itself determine which entity has a particular regulatory obligation.
7. Complaint Channels
Complaints may be submitted through channels Bliim enables in the app, website, support environment or by email.
Where a user reasonably sends a complaint to a secondary Bliim channel, the original receipt date will be preserved and the case internally routed.
For general complaints, users may contact [email protected]. For legal matters or legal escalation, users may contact [email protected].
8. Recording and Case ID
Where sufficient information exists to identify the user or case and the nature of the complaint, Bliim will record the receipt date and time and may assign a case identifier.
A perfect form is not required where the complaint can reasonably be identified; necessary missing information may be requested during review.
9. Acknowledgment
Where appropriate, Bliim will acknowledge receipt and identify the case ID, recorded date, follow-up channel and an indicative timeframe where it can safely be communicated.
An acknowledgment is not an admission of liability or a promise of reimbursement.
10. Necessary Information and Data Minimization
To investigate a complaint, Bliim may request identity and contact details, account ID, product, country, transaction ID, partner/provider ID where available, date, amount, currency or asset, issue description and reasonably necessary evidence.
Bliim will not request seed phrases, private keys, passwords, OTPs, full PINs or full card credentials to process a complaint.
11. Identity and Representation
Before disclosing sensitive information or executing material changes, Bliim may reasonably verify the complainant’s identity or authority. Businesses, attorneys-in-fact, legal representatives, heirs, guardians or other representatives may be subject to reasonably applicable documentation.
Verification should not create disproportionate barriers to exercising rights.
12. Investigation
The investigation will be objective, documented and proportionate to the nature of the case. It may include account records, transactions, communications, logs, partner information, user-provided evidence and other relevant information.
The fact that a transaction passed MFA, OTP, biometrics or another authentication mechanism does not by itself determine the legal outcome of a complaint.
13. Partner Routing
Where a feature depends on a bank, issuer, card network, processor, custodian, payment provider, digital-asset provider or other partner, Bliim may refer or coordinate the complaint with the relevant entity.
The user may also be subject to the terms, channels and procedures of the partner performing the regulated function.
Bliim will seek to identify the applicable handoff where necessary.
14. Unauthorized Transactions and Errors
Complaints concerning unrecognized, duplicated, omitted, incorrect, undelivered or allegedly unauthorized transactions will be routed to the specialized unauthorized transaction and error-resolution procedure.
The date of the first reasonably sufficient notice will be preserved where a legal deadline applies.
15. Refunds and Chargebacks
Requests for a refund, reversal or chargeback will be classified according to transaction type, product, partner, issuer, network and applicable regime. A card chargeback is not a general promise of reimbursement.
Conditions, evidence and timelines may vary by product and responsible entity.
16. Privacy and Personal Data
Complaints concerning access, rectification, deletion, portability, objection, consent or other privacy rights may be routed to the applicable privacy procedure.
Complaint files are subject to the Global Privacy Policy, data minimization, access controls, retention and legal hold where appropriate.
17. Security, Fraud and Account Takeover
Where there is an indication of account takeover, compromised credentials, a lost card or device, fraud, social engineering or a security incident, Bliim may activate reasonable protective measures and applicable security or fraud procedures.
A preventive measure does not by itself determine financial liability or the merits of the complaint.
18. AML, Sanctions and Information Limits
Complaints involving KYC/KYB, AML, sanctions, source of funds, transaction monitoring or compliance restrictions will be reviewed by the appropriate teams.
Bliim may be legally prohibited from disclosing certain analysis, reports, monitoring criteria, protected information or details whose disclosure could facilitate evasion of controls or breach legal obligations.
19. Communications and Decision
Bliim will seek to keep the user reasonably informed where additional review time is required. The final decision will identify, to the extent permitted, the outcome, communicable reasons, remedy or handoff and any applicable further recourse route.
Communications will be clear and should not assign liability to a third party before it is appropriate to do so.
20. Remedies
Depending on the case, a remedy may include record correction, reprocessing, reversal, reimbursement, fee adjustment, restoration of access, partner remediation, corrective communication or another mandatory or approved remedy.
A goodwill credit or commercial gesture does not replace mandatory user rights.
21. External Escalation
Where an authority, ombudsman, consumer defender, ADR body, regulator or other external process is legally competent for the specific entity and service, Bliim or the responsible partner may identify the applicable route.
An authority will not be presented as competent for Bliim or a specific function unless that competence has been confirmed.
22. United States
In the United States, certain complaints involving electronic fund transfers, remittances, cards or other services may be subject to specific error-resolution, consumer-liability or billing-dispute rules. The obligated entity and applicable procedure depend on the product and actual legal structure.
Bliim does not automatically hold itself out as a financial institution, remittance transfer provider, issuer or creditor merely because it receives a complaint.
23. Spain and the EEA
Where a responsible entity falls within the applicable scope of MiCA, PSD2 or another financial or consumer regime, the relevant channels, timelines, response requirements and recourse routes will apply.
Bliim does not presume that it is a CASP, PSP, credit institution or other regulated entity merely because it integrates or displays a feature.
24. Colombia
Where a covered consumer relationship exists under Colombian law, the rights and deadlines applicable to the responsible provider will apply. Where a function is performed by a supervised entity, its specialized financial-consumer channels and mechanisms may apply.
Bliim does not hold itself out as supervised by the Colombian Financial Superintendence merely because it integrates with a supervised partner.
25. Mexico
In Mexico, a complaint may be subject to specific rules where the responsible provider is a financial institution, ITF or another entity subject to a special regime. Availability of CONDUSEF or a UNE route depends on the specific entity and service.
Bliim does not automatically hold itself out as a Financial Institution or ITF merely because it receives the complaint.
26. Brazil
In Brazil, complaints are subject to applicable consumer-protection rules and, where relevant, sector-specific rules applicable to the responsible provider. Where a financial, payment, Pix or virtual-asset function is performed by a regulated or participating entity, its SAC, ouvidoria or other specific channels may apply depending on the product and entity.
Where Bliim formally participates in Consumidor.gov.br, complaints submitted through that channel are subject to the platform’s rules and timelines. Bliim will not present Consumidor.gov.br, Procon, Banco Central do Brasil or another authority as its own or as competent for a specific function unless legally appropriate.
The specific obligations under Decree No. 11,034/2022 concerning SAC apply within the scope of providers of services regulated by the Federal Executive Branch that are covered by that regime; Bliim does not assume that status generally.
27. Accessibility and Vulnerable Users
Bliim will seek to provide reasonable assistance so that persons with disabilities, vulnerable users or persons facing access barriers can submit and follow a complaint without losing rights or security.
Reasonable accommodations do not remove necessary identity, fraud, privacy or compliance controls.
28. Retention and Reconstruction
Bliim may retain complaint files for the period reasonably necessary or required by law, contract, audit, defense of claims, legal hold and applicable retention policies.
The file may include receipt date, classification, communications, evidence, partner handoffs, decisions, approvals, remedies and closure date.
29. Updates
This Policy may be amended when law, products, partners, complaint channels or Bliim’s architecture change. The published version and effective date identify the applicable text.
Where a change requires notice or renewed acceptance under applicable law, Bliim will implement the corresponding mechanism.
30. Contact
Complaints and support: [email protected].
Legal inquiries or legal escalation: [email protected].