Terms of Dispute Resolution

These Terms of Dispute Resolution explain how to raise a complaint about our Services, how we handle it internally, and the options available to you if it remains unresolved. They supplement our Terms & Conditions.

Most issues can be resolved quickly by contacting our support team at info@tiontrade.com with your account details and a description of the issue. We aim to acknowledge complaints within 2 business days and to provide a substantive response within 15 business days, or explain the reason for any delay.

If you are not satisfied with the initial response, you may request escalation to a formal complaint review by replying to the same thread or emailing info@tiontrade.com with "Formal Complaint" in the subject line. A formal complaint is reviewed by senior staff not involved in the original decision, and we aim to issue a final written response within 30 calendar days of escalation.

If you are an EU consumer and remain unsatisfied after our final response, you may submit your complaint to the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr, which can connect you with an alternative dispute resolution body in your country of residence.

These Terms of Dispute Resolution, and any dispute arising from your use of our Services, are governed by the laws of the Republic of Poland, without prejudice to any mandatory consumer‑protection provisions of your country of residence that cannot be excluded by agreement.

Subject to any mandatory right you have as a consumer to bring proceedings before the courts of your own country of residence, disputes that cannot be resolved informally or through ODR are subject to the exclusive jurisdiction of the competent courts of Warsaw, Poland.

Our complaints process is conducted in English or Polish. Each party generally bears its own costs of raising or responding to a complaint, except where a court or applicable law orders otherwise.

We may update these Terms of Dispute Resolution from time to time. The current version is always available on this page.

To raise a complaint, contact info@tiontrade.com.