Complaints and Objections Policy for BAS FAST

Last updated: 01.03.2026

1. Introduction

BAS FAST is committed to handling user complaints and objections seriously, professionally, and transparently, as an essential part of improving service quality, protecting users’ rights, increasing operational efficiency, and strengthening trust in electronic wallet and digital payment services.

This Policy explains how complaints and objections may be submitted, the mechanism for reviewing them, the data required to process them, the reasonable timeframes for response, and the cases that may require additional technical, financial, or compliance review.

This Policy complements the BAS FAST Terms and Conditions, Privacy Policy, Data Protection and Information Security Policy, and Cookies and Tracking Technologies Policy, and does not replace them.

2. Scope of the Policy

This Policy applies to complaints and objections relating to BAS FAST services, including:

• Accounts and electronic wallets.

• Registration and identity verification KYC.

• Internal transfers.

• QR code payments.

• Cash-in.

• Cash-out.

• Authorized agent services.

• Merchant services and commercial payments.

• Fees and commissions.

• Balances and transactions.

• Technical or operational errors.

• Account suspension or restriction.

• Account deletion or data requests.

• Technical support and customer service.

• Any other service provided by BAS FAST through the application, website, or official channels.

3. General Principles for Handling Complaints

BAS FAST adopts the following principles when handling complaints:

• Seriousness: Every complaint is treated as an official request that deserves review.

• Fairness: Complaints are reviewed based on records, facts, and approved policies.

• Confidentiality: Complaint data is processed in accordance with the Privacy Policy and Data Protection Policy.

• Transparency: A clear response is provided to the user as far as possible.

• Non-discrimination: Complaints are handled according to their nature and subject matter without unjustified discrimination.

• System protection: A complaint must not disrupt compliance, security, or fraud prevention procedures.

• Continuous improvement: Complaints are used to improve the service and reduce operational errors.

 4. Official Channels for Submitting Complaints

The user may submit a complaint or objection through the following official channels:

• Inside the BAS FAST application, if the complaint or support feature is available.

• Technical support email: support@basfast.com

• Official privacy email, if the complaint relates to data or privacy: privacy@basfast.com

• Official phone number: 00963936335231

• Official website: www.basfast.com

• Authorized agents or service centers, if the complaint relates to a service provided through them.

• Any other channel that BAS FAST may officially announce later.

The user must not send complaints or account data through unofficial channels or unauthorized persons.

5. Information Required to Submit a Complaint

In order for BAS FAST to review the complaint properly, the user should provide as much relevant information as possible, such as:

• Full name.

• Phone number linked to the account.

• Account number or wallet number, if available.

• Transaction number or reference number, if available.

• Date and time of the transaction.

• Type of service subject to the complaint.

• Clear description of the issue.

• Name of the agent or merchant if the complaint is related to them.

• Any receipt, image, or supporting document.

• Preferred communication channel for the response.

BAS FAST may request additional information or documents to verify the identity of the complainant or to understand and process the case.

6. Verification of the Complainant’s Identity

To protect accounts and financial and personal data, BAS FAST may request verification of the complainant’s identity before disclosing any information or taking any action.

Verification may include:

• Matching the registered phone number.

• Sending an OTP via WhatsApp, email, or any approved official channel.

• Requesting information related to the account.

• Requesting additional documents when needed.

• Verifying legal capacity or authorization for company, merchant, or agent accounts.

BAS FAST does not ask the user to share the password, PIN, or OTP code with support employees or agents. The user must not share this information with any person.

7. Classification of Complaints

BAS FAST may classify complaints according to their nature, such as:

• Technical complaints: such as application failure, login failure, display errors, or performance issues.

• Financial complaints: such as a balance error, unclear deduction, unexpected fee, or incomplete transaction.

• Transaction complaints: such as incorrect transfer, delayed transaction, pending transaction, or objection to QR payments.

• Agent-related complaints: such as agent conduct, delay in cash-in or cash-out, or failure to provide a receipt.

• Merchant-related complaints: such as proof of payment or dispute over a payment transaction.

• KYC-related complaints: such as refusal or delay of verification.

• Privacy or data-related complaints: such as correction, deletion, or inquiry about data processing.

• Security complaints: such as suspected account compromise or unauthorized use.

• Compliance complaints: such as account suspension, restriction, or transaction under review.

This classification helps refer the complaint to the relevant team and process it appropriately.

8. Complaint Review Mechanism

A complaint usually goes through the following stages:

• Receiving the complaint through an official channel.

• Registering or documenting the complaint internally.

• Verifying the identity of the complainant when needed.

• Reviewing the information and attached documents.

• Reviewing account, transaction, agent, or merchant records depending on the case.

• Referring the complaint to the relevant team when needed.

• Requesting additional information from the user if necessary.

• Taking an appropriate decision or action.

• Informing the user of the result or processing status as far as possible.

The review mechanism may vary depending on the type and sensitivity of the complaint and whether it is related to a financial transaction, compliance, or information security.

 9. Timeframe for Handling Complaints

BAS FAST seeks to handle complaints within a reasonable timeframe depending on the nature and complexity of the complaint.

In general:

• Simple or technical complaints: BAS FAST seeks to process them as soon as possible.

• Financial transaction complaints: They may require review of internal records or agent or merchant records.

• KYC or compliance complaints: They may require more time due to review and verification.

• Security or fraud-related complaints: They are given high priority and may require temporary restriction of the account or transaction.

• Complaints involving external parties, agents, or merchants: They may require additional time to obtain the necessary information.

BAS FAST does not guarantee that all complaints will be resolved within one fixed timeframe, because some cases require deeper technical, financial, legal, or compliance review.

10. Complaints Related to Financial Transactions

When submitting a complaint related to a financial transaction, BAS FAST may review:

• Transaction number.

• Date and time of the transaction.

• Transaction status within the system.

• Sender and recipient data.

• Agent or merchant data, if any.

• Balance before and after the transaction.

• Fees or commissions.

• Notification or confirmation records.

• Any operational or technical records related to the transaction.

Submitting a complaint about a financial transaction does not mean that the transaction will be automatically reversed or refunded.

The outcome is subject to the nature of the transaction, settlement status, system records, Terms and Conditions, and approved BAS FAST policies.

Some transactions may be final and irreversible after execution, especially if the balance has been transferred to a valid account, paid out in cash, or settled to a merchant or service provider, as explained in the Terms and Conditions.

 11. Complaints Related to Agents

If the complaint relates to an authorized agent, the user should provide as much information as possible, such as:

• Agent name or location.

• Date and time of the transaction.

• Type of service: cash-in, cash-out, verification, support, or otherwise.

• Transaction number or receipt, if available.

• Amount subject to the complaint.

• Description of what happened.

• Any supporting images or documents.

BAS FAST may review the agent’s records, request clarification from the agent, restrict the agent’s permissions, or take internal action if a violation or misuse is proven.

BAS FAST shall not be responsible for transactions carried out outside official channels, with unauthorized persons, or based on personal arrangements outside BAS FAST procedures.

 12. Complaints Related to Merchants

If the complaint relates to a payment transaction to a merchant, BAS FAST may review the payment transaction in terms of:

• Whether the transaction was successfully completed inside the BAS FAST system.

• Transaction number and date.

• Payment status.

• Settlement data.

• Any evidence available inside the system.

However, BAS FAST is not a party to the sale or service contract between the user and the merchant, unless expressly stated otherwise.

BAS FAST shall not be responsible for the quality of the goods or service, their delivery, or the merchant’s return and replacement policy. Its role is generally limited to processing and proving the payment transaction according to the available records.

 13. Complaints Related to Privacy and Data

If the complaint or request relates to privacy or data protection, such as:

• Inquiry about data retained by BAS FAST.

• Request to correct data.

• Request to delete the account or certain data.

• Objection to certain processing.

• Inquiry about data sharing.

• Reporting an issue related to data confidentiality.

The request should be sent to:

* Official privacy email: [privacy@basfast.com](mailto:privacy@basfast.com)

These requests are processed according to the Privacy Policy and the Data Protection and Information Security Policy.

BAS FAST may request verification of the identity of the requester before processing any data-related request, and may reject or restrict the request if it conflicts with legal, financial, accounting, compliance, or security obligations.

 14. Security Complaints or Suspected Fraud

If the user suspects account compromise, unauthorized use of the account, loss of the phone, or that another person has accessed account data, the user must notify BAS FAST immediately through the official channels.

In such cases, BAS FAST may:

• Temporarily restrict the account.

• Revoke active login sessions.

• Request additional verification.

• Suspend certain transactions.

• Review recent transactions.

• Change or reset certain access methods.

• Refer the case for security or compliance review.

BAS FAST shall not be responsible for losses resulting from the user’s delay in reporting, sharing the password, PIN, or OTP, or using unofficial links, applications, or channels.

 15. Complaints Related to Account Suspension or Restriction

If the account or transaction is suspended or restricted due to a security, compliance, or legal review, the user may submit an objection through the official channels.

BAS FAST may request from the user:

• Additional information.

• Verification documents.

• Clarification of the source of funds.

• Explanation of the purpose of a transaction.

• Confirmation of account data.

• Business documents or legal authorizations for company and merchant accounts.

BAS FAST may not always be able to disclose all reasons for suspension, restriction, or review, especially if disclosure may harm the investigation or compliance or violate legal, regulatory, or security obligations.

16. Disputed Balance During the Complaint

If the complaint relates to a disputed balance or transaction, BAS FAST may place the balance or transaction under review or temporary freeze until the investigation or settlement is completed.

The temporary freeze is not considered confiscation of the balance, but rather a precautionary measure to protect users’ rights, platform integrity, compliance, and fraud prevention.

The freeze or review may continue until:

• The facts are verified.

• System records are reviewed.

• A response is obtained from the agent or merchant.

• Compliance review is completed.

• An internal decision is issued or a request from a competent authority is received.

• The dispute is settled or the complaint is closed.

 17. Complaint Outcome

After reviewing the complaint, BAS FAST may take one of the following actions, depending on the case:

• Accept the complaint fully or partially.

• Reject the complaint with an explanation of the reason as far as possible.

• Correct a technical or operational error.

• Modify the status of a transaction.

• Refund an amount if an error requiring such refund is proven.

• Direct the user to the merchant or agent if the dispute is outside BAS FAST’s direct responsibility.

• Request additional documents.

• Refer the case to compliance or information security review.

• Close the complaint due to insufficient information or lack of proven error.

BAS FAST is not obligated to accept any complaint if it is not supported by sufficient information or if it appears that the transaction was carried out according to the user’s correct instructions and the approved system records.

 18. Reopening the Complaint or Objecting to the Outcome

The user may request a review of the complaint if new information or documents become available that were not available during the first review.

The review request must include:

• Complaint number or transaction number, if available.

• Reason for objecting to the outcome.

• New information or documents.

• Clear explanation of what the user is requesting.

BAS FAST may refuse to reopen the complaint if it does not contain new information or if it has already been sufficiently reviewed according to the available records.

19. Misuse of the Complaint System

The complaint system must be used in good faith.

BAS FAST may restrict, ignore, or refuse to process complaints that are:

• Malicious or repeatedly submitted without basis.

• Containing false or misleading information.

• Intended to disrupt the service or exert unlawful pressure.

• Containing abuse, threats, or unlawful content.

• Used to circumvent the Terms, compliance, or account limits.

• Submitted by an unauthorized person or someone without proper standing.

This does not prevent the user from submitting a genuine complaint supported by clear facts.

20. Confidentiality of Complaints and Data Protection

Complaint data is processed according to the Privacy Policy and the Data Protection and Information Security Policy.

BAS FAST may need to share certain complaint information, to the extent necessary, with:

• Support teams.

• Technical teams.

• Compliance teams.

• Security teams.

• Relevant agents or merchants.

• Advisors or auditors when needed.

• Competent authorities where there is a legal or regulatory basis.

BAS FAST does not sell complaint data or use it for advertising tracking. It is used only for complaint processing, protection of rights, service improvement, compliance, security, or the legitimate purposes explained in the approved policies.

21. Retention of Complaint Records

BAS FAST retains complaint records, correspondence, and related decisions for the period necessary to process the complaint, improve the service, protect rights, resolve disputes, ensure compliance, conduct audits, or prevent fraud.

Complaint records may be retained for up to 24 months from the date the complaint is closed, unless there is a legal, financial, compliance, or security need to retain them for a longer period, as explained in the Privacy Policy.

 22. Relationship with the Terms and Conditions and Other Policies

This Policy is subject to and complements the BAS FAST Terms and Conditions.

In the event of any apparent conflict between this Policy and any other policy, it shall be interpreted in an integrated manner with:

• Terms and Conditions.

• Privacy Policy.

• Data Protection and Information Security Policy.

• Cookies and Tracking Technologies Policy.

• Any approved compliance, KYC, or AML/CFT policy.

The Terms and Conditions remain the primary reference for the legal and operational relationship between the user and BAS FAST, while this Policy is the primary reference for the mechanism of submitting and processing complaints.

23. Updates to this Policy

BAS FAST may update this Policy from time to time for reasons including:

• Improving complaint procedures.

• Adding new support channels.

• Developing services.

• Legal or regulatory requirements.

• App store requirements.

• Improving compliance and user protection.

• Updating other BAS FAST policies.

The updated version will be published inside the application, on the website, or through any appropriate official channel, with the “Last updated” date amended.

Continued use of the service after publication of the update constitutes acceptance of the updated Policy, unless the law requires explicit consent.

24. Contact Us

For any complaint, objection, or inquiry relating to the service, BAS FAST may be contacted through:

* Technical support email: support@basfast.com

* Official privacy email: privacy@basfast.com

* Phone number: 00963936335231

* Website: www.basfast.com

The user must use only the official channels when submitting any complaint, objection, or report related to the account, service, data, or security.

 25. Acknowledgment

By using BAS FAST or submitting any complaint or objection, you acknowledge that:

• You will provide information that is true and complete as far as possible.

• You will not submit malicious or misleading complaints.

• You understand that submitting a complaint does not mean automatic acceptance of it.

• You understand that some transactions may be final and irreversible after execution.

• You understand that some complaints may require technical, financial, compliance, or security review.

• You understand that BAS FAST may not always be able to disclose all details of the review if this relates to compliance, security, or legal requirements.

• You agree that complaint data will be processed according to the Privacy Policy and the Data Protection and Information Security Policy.

• You acknowledge that this Policy complements the Terms and Conditions and does not replace them.

BAS FAST Electronic Wallet and Digital Payment Service/ Electronic Financial Services 

Owned and operated by Emitis Group