Complaint procedure

This procedure applies to GOin SAS, incorporated at 29 rue Marbeuf, 75008 Paris (France) under number 839 009 669 RCS Paris, registered as a Crypto Asset Service Provider (in French « PSAN ») by the AMF under number E2022-053,

Hereinafter « GOin » or the « Company.

The following information describes the steps you can take in case of dissatisfaction or dispute regarding the products and services provided by GOin. If you simply have a question, face a technical issue or need information, please send an email to support@goin-invest.com.

If you want to file a complaint, you can first send a complaint email your usual interlocutor. They will forward it to our internal control department, which is responsible for handling complaints. Your email must contain the following information:

• Your first and last name, as well as the name of the legal entity that you represent if relevant
• Your email address – the one you usually use to contact GOin if relevant
• The reason for your complaint
• The details of the operation concerned – if relevant
• Any information and documents that will help us process your request

You can also choose to directly send your email to our internal control department at contact@goin-invest.com. Your complaint email must contain the exact same information mentioned above.

As legally obliged, GOin must:

• acknowledge receipt of your complaint within ten business days, unless the response itself is given to you within this time period and only if all the above information is received and accurate;
• send you a definitive response within two months, unless dully-justified special circumstances occur and only if all the above information is received and accurate.

You will be keep informed of any developments regarding your claim. You may be contacted by the competent departments to provide details regarding your claim.

If the response provided by GOin:
    (a) does not satisfy you; and/or
    (b) does not arrive within two months following the complete reception of the complaint,

then you might request a mediation to the AMF’s Ombudsman by following the procedure detailed on the AMF’s website and by filling the dedicated form. Please note that any request for mediation must be preceded by an initial written attempt to GOin that resulted in situations (a) or (b) above.

Data

The data collected by GOin will be processed in accordance with our Privacy Policy.

Fees

In compliance with the provisions of Article 721-11 of the General Regulation of the AMF, the complaint procedure with GOin is entirely free of charge.

Similarly, the mediation procedure with the AMF is entirely free of charge.