Customer Service and Support Policy for BAS FAST

Last updated: 01.03.2026

1. Introduction

BAS FAST is committed to providing professional customer service and technical and operational support to assist users in using the electronic wallet and digital payment services, and to handle inquiries and issues related to accounts, transactions, identity verification, agents, merchants, privacy, security, and other services related to the platform.

This Policy aims to clarify the scope of customer service and support, the official communication channels, the mechanism for handling support requests, the limits of the support team’s responsibility, data protection rules during support, and cases of escalation to the complaints, compliance, security, or technical teams.

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

2. Scope of the Policy

This Policy applies to all support services provided by BAS FAST to users, including:

• Account creation support.

• Login support.

• KYC identity verification support.

• Electronic wallet usage support.

• Transfers and transactions support.

• QR code payment support.

• Cash-in and cash-out support.

• Support for dealing with agents.

• Merchant payment support.

• Fees and commissions support.

• Account data update support.

• Account deletion or data request support.

• Technical support for the application or website.

• Assistance in understanding policies and terms.

• Receiving feedback and suggestions.

• Referring complex cases to complaints or specialized teams.

 3. Objectives of Customer Service and Support

Customer service at BAS FAST aims to:

• Help users use BAS FAST services correctly and safely.

• Provide clear information about accounts, services, fees, transactions, and limits.

• Support users in resolving technical and operational issues.

• Guide users to the correct procedures in case of an error, delay, or suspicion.

• Strengthen users’ trust in the platform through professional and responsible communication.

• Collect feedback to improve the service and user experience.

• Protect users from fraud and misuse through awareness and guidance.

• Escalate sensitive cases to the specialized teams when needed.

4. Official Support Channels

The user may contact BAS FAST through the following official channels:

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

• Technical support email: support@basfast.com

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

• Official phone number: 00963936335231

• Official website: www.basfast.com

• Authorized agents or service centers, within the limits of the services they are authorized to provide.

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

The user must use only the official channels when requesting assistance, and must not share account data or verification codes through unauthorized channels or with persons claiming to represent BAS FAST.

5. Types of Support Requests

Support requests may include:

• Inquiry about how to create an account.

• Assistance with login issues.

• Assistance with receiving or using OTP.

• Inquiry about KYC status.

• Inquiry about a transaction or transfer.

• Inquiry about a fee or commission.

• Reporting a balance issue.

• Reporting an issue with an agent.

• Reporting an issue with payment to a merchant.

• Requesting guidance on account deletion.

• Requesting account data update.

• Reporting a technical issue in the application or website.

• Reporting suspected compromise or unauthorized use.

• Requesting clarification about a policy, term, or procedure.

• Sending a suggestion or feedback to improve the service.

 6. Limits of Customer Service and Support

BAS FAST provides support within the limits of the approved services and policies.

The support team may not:

• Request the user’s password.

• Request the user’s PIN.

• Request the user’s OTP code.

• Execute a financial transaction on behalf of the user outside the official procedures.

• Bypass KYC or compliance requirements.

• Cancel or reverse a final transaction without an approved basis.

• Provide unconfirmed promises to refund an amount or close a complaint before review.

• Disclose account information to a person other than the account holder or an authorized person.

• Provide personal legal, tax, or financial advice outside the scope of the service.

• Violate the Terms and Conditions or approved BAS FAST policies.

Any request that exceeds the support team’s authority may be rejected or referred to the specialized team.

7. Verification of the Support Requester’s Identity

To protect accounts and personal and financial data, BAS FAST may request verification of the user’s identity before providing certain types of support or disclosing account information.

Verification may include:

• Matching the registered phone number.

• Verification via OTP through WhatsApp, email, or an approved official channel.

• Requesting information related to the account or transaction.

• Requesting the transaction number or reference number.

• 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 with support employees or agents. If any person requests this information, the user must not provide it and must report it immediately.

8. Data Protection During Support

User data is processed during the provision of support in accordance with the Privacy Policy and the Data Protection and Information Security Policy.

The support team may need access to certain data to the extent necessary to process the request, such as:

• Basic account data.

• Contact data.

• Account status.

• KYC status.

• Transaction number or status.

• Support communication history.

• Attachments provided by the user.

• Agent or merchant information related to the case.

This data is used only for purposes of providing support, processing the request, protecting rights, improving the service, security, compliance, or the legitimate purposes explained in BAS FAST policies.

9. Confidentiality of Communication with Support

BAS FAST handles support requests and the content of communication with users with professional confidentiality, within the limits permitted by the nature of the service and legal and operational requirements.

Certain request information may be shared internally or with parties related to the case, such as:

• Support teams.

• Technical teams.

• Compliance teams.

• Security teams.

• Complaints teams.

• Relevant agents or merchants.

• Advisors or auditors when needed.

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

This sharing is carried out to the extent necessary to process the request, protect rights, ensure compliance, or secure the platform.

 10. Response and Processing Times

BAS FAST seeks to respond to support requests within a reasonable timeframe depending on the nature of the request, the channel used, and the volume of requests.

In general:

• Simple requests may be processed more quickly.

• Requests related to financial transactions may require review of internal records.

• Requests related to agents or merchants may require additional communication with the relevant party.

• Requests related to KYC may require document review or additional verification.

• Security requests are given higher priority depending on the level of risk.

• Requests related to compliance or restriction may require more time due to the nature of the review.

BAS FAST does not guarantee a fixed time to resolve all support requests, because some cases require deeper technical, financial, security, compliance, or operational review.

 11. Technical Support for the Application and Website

BAS FAST provides technical support for issues related to the application or website, such as:

• Difficulty logging in.

• OTP not arriving.

• Errors in displaying balance or transactions.

• Failure of certain features.

• QR payment issues.

• Notification issues.

• Performance or stability errors.

• Update or device compatibility issues.

The support team may request limited technical information that helps diagnose the issue, such as:

• Device type.

• Operating system.

• Application version.

• Time the issue occurred.

• Screenshot, if necessary and if it does not contain unnecessary sensitive data.

• Description of the steps that led to the issue.

BAS FAST shall not be responsible for issues resulting from the use of unofficial applications, compromised devices, outdated systems, insecure networks, or external interference beyond its control.

12. Financial Transaction Support

The user may contact support to inquire about a financial transaction, such as:

• Internal transfer.

• QR payment.

• Cash-in.

• Cash-out.

• Payment to a merchant.

• Deduction or fee.

• Pending or delayed transaction.

• Apparent balance error.

The support team may request:

• Transaction number or reference number.

• Date and time of the transaction.

• Transaction amount.

• Transaction type.

• Agent or merchant name, if any.

• Any available receipt or proof.

Contacting support regarding a financial transaction does not mean that the transaction will be automatically reversed or refunded. The outcome is subject to the Terms and Conditions, the Complaints Policy, system records, and the nature of the transaction.

 13. Agent Support

The support team may assist users in cases related to agents, such as:

• Inquiry about an authorized agent.

• Reporting a delay in cash-in or cash-out.

• Reporting failure to provide a receipt.

• Reporting unprofessional conduct.

• Verifying the status of a transaction carried out through an agent.

• Reporting an agent’s request for sensitive information such as OTP or PIN.

The user must deal only with authorized agents and must not share the password, PIN, or OTP with any agent.

If a violation by an agent is proven, BAS FAST may take appropriate internal measures, including restriction, suspension, termination of authorization, or referral of the case for additional review.

 14. Merchant Support and Commercial Payments

The support team may assist in proving or reviewing payment transactions to merchants, such as:

• Confirming payment status.

• Transaction number.

• Date and time of payment.

• Settlement status.

• Proof of success or failure of the transaction inside the BAS FAST system.

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

The support team shall not be responsible for resolving commercial disputes related to the quality of the goods or service, their delivery, or the merchant’s return and replacement policy, except within the limits permitted by payment records and BAS FAST policies.

 15. KYC Identity Verification Support

The support team may help users understand the status of identity verification or the required documents.

This may include:

• Explaining why a certain document is requested.

• Guiding the user on how to upload documents.

• Explaining the status of the request if it is under review.

• Requesting correction of an unclear image or document.

• Directing the user to update their data.

The support team does not have the authority to bypass KYC requirements, accept invalid documents, or activate an account subject to compliance review without approval from the competent department within BAS FAST.

 16. Privacy and Data Support

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

• Request to know account data.

• Request to correct data.

• Request to delete the account or certain data.

• Objection to data processing.

• Question about data sharing.

• Report relating to data confidentiality.

The user may be directed to the official privacy email:

• privacy@basfast.com

These requests are processed in accordance with the Privacy Policy and the Data Protection and Information Security Policy.

BAS FAST may request verification of the identity of the requester before fulfilling any data-related request.

 17. Security Support and Compromised Accounts

If the user suspects that the account has been compromised or used without authorization, or that the phone, SIM card, or login data has been lost, the user must immediately contact BAS FAST through the official channels.

In such cases, BAS FAST may:

• Temporarily restrict the account.

• Revoke active sessions.

• Request additional verification.

• Review recent transactions.

• Suspend certain operations.

• Reset access methods where appropriate.

• Refer the case to the security, compliance, or complaints team.

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 applications, links, or channels.

18. Converting a Support Request into an Official Complaint

A support request may be converted into an official complaint in accordance with the Complaints and Objections Policy if the request includes:

• Objection to a financial transaction.

• Claim for a refund.

• Dispute with an agent.

• Dispute with a merchant.

• Financial or operational error requiring review.

• Objection to account restriction or suspension.

• Claim of unauthorized use.

• Issue not resolved through initial support.

• Case requiring an official decision or deeper review.

In this case, BAS FAST may request additional information, and the case will be handled according to the Complaints and Objections Policy.

19. Escalation of Cases to Specialized Teams

The support team may escalate certain requests to specialized teams, such as:

• Technical team.

• Operations team.

• Compliance team.

• Security team.

• KYC team.

• Complaints team.

• Competent management.

• Relevant agents or merchants, when needed.

Escalation does not mean automatic acceptance of the request or complaint, but means that the case requires additional review, higher authority, or deeper analysis.

20. Feedback and Suggestions

BAS FAST welcomes users’ feedback and suggestions related to improving the service.

Feedback may include:

• Improving the application experience.

• Adding new features.

• Improving service speed.

• Improving user interfaces.

• Improving agent or merchant experience.

• Improving support channels.

• Suggesting future services.

BAS FAST has the right to use feedback and suggestions to develop its services without any obligation to implement the suggestion, pay compensation, or grant any ownership right to the user, unless otherwise agreed in writing.

21. User Conduct When Communicating with Support

When communicating with the support team, the user must:

• Provide accurate and clear information.

• Use respectful language.

• Not submit false or misleading reports.

• Not use threats, abuse, or extortion.

• Not send illegal or harmful content.

• Not repeat requests in a way that obstructs support work without a legitimate reason.

• Not attempt to obtain data relating to other users.

• Not pressure support employees to bypass policies or procedures.

BAS FAST may restrict or refuse to handle support requests that include abuse, threats, false information, attempted circumvention, or misuse of official channels.

22. Support Team Obligations

The BAS FAST support team is committed to working according to the following principles:

• Professional treatment of users.

• Respect for data confidentiality.

• Providing clear information as far as possible.

• Directing the user to the appropriate channel or procedure.

• Not requesting passwords, PINs, or OTPs.

• Not making unauthorized promises.

• Complying with internal policies.

• Escalating sensitive cases when needed.

• Documenting cases when necessary.

• Contributing to improving service quality by identifying recurring issues.

 23. Recording and Documentation of Support Requests

BAS FAST may record or document support requests and related correspondence for purposes of:

• Following up on the request.

• Improving service quality.

• Training support teams.

• Resolving disputes.

• Protecting rights.

• Compliance.

• Security.

• Internal audit.

• Preventing fraud or misuse.

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

24. Retention of Support Records

BAS FAST may retain support records, correspondence, and related decisions for the period necessary to provide the service, follow up on requests, improve quality, resolve disputes, ensure compliance, conduct audits, or protect rights.

Support records may be retained for up to 24 months from the date the request 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.

25. Limits of Support Responsibility

BAS FAST seeks to provide clear, useful, and professional support. However, support does not necessarily guarantee:

• Immediate resolution of every issue.

• Acceptance of every request or objection.

• Reversal of every transaction.

• Refund of every amount.

• Bypassing KYC or compliance policies.

• Availability of the service without interruption.

• Resolution of a commercial dispute between the user and the merchant in favor of a specific party.

• Correction of an error resulting from the user entering incorrect data.

• Processing of an issue resulting from unofficial channels, applications, or agents.

All support requests are subject to the Terms and Conditions, approved policies, system records, and the nature of the case.

26. Relationship with the Complaints Policy and Other Policies

This Policy is dedicated to regulating customer service and support in BAS FAST.

The Complaints and Objections Policy is the primary reference when the request becomes an official complaint or objection requiring review, decision, or official outcome.

This Policy shall be interpreted in an integrated manner with:

• Terms and Conditions.

• Privacy Policy.

• Data Protection and Information Security Policy.

• Cookies and Tracking Technologies Policy.

• Complaints and Objections Policy.

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

In the event of any apparent conflict, the policies shall be interpreted in an integrated manner, with each policy serving as the primary reference in its specific subject matter.

 27. Updates to this Policy

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

• Improving customer service.

• Adding new support channels.

• Modifying support procedures.

• Developing services.

• Legal or regulatory requirements.

• App store requirements.

• Updating other policies.

• Improving security, compliance, and user experience.

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.

28. Contact Us

For any support request 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 requesting support or sending any inquiry related to the account, service, data, or security.

29. Acknowledgment

By using BAS FAST or communicating with customer service or the support team, you acknowledge that:

• You will use support channels in good faith.

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

• You will not share the password, PIN, or OTP with any person.

• You understand that support does not mean automatic acceptance of any claim.

• You understand that some requests may require technical, financial, security, or compliance escalation.

• You agree that support request 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 the Complaints Policy and does not replace them.

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

Owned and operated by Emitis Group