Customer Dispute Resolution Policy
Effective date: 13 November 2026
Operator: V Pawn Trading Limited
This policy explains how a Member can raise a complaint or dispute about VPawn at vpawn.io (the "Service") operated by V Pawn Trading Limited (the "Company"). It supplements Article 19 of the Terms of Service (/terms-of-services). The Service is currently in a testing phase.
1. Scope
This policy covers complaints and disputes about the Service, including the website, Member accounts, Service Fees, and the Company's handling of a Member's request. It does not cover: disputes between buyer and seller on the Marketplace, which are between those Members; matters that concern pawn loans, appraisal, custody of pledged items or redemption, which are matters for the issuing Partner Pawnshop under its own pawn terms (after live operation begins); and card payment disputes, which are handled by Wert (SHA2 Solutions OÜ) as merchant of record under Wert's terms. The Company will tell you where to take a matter that is outside this policy.
2. How to Submit
Email info@vpayv.com from the address registered with the Service. Include your registered email address, your wallet address, a description of the issue, the date it happened, any transaction hash, and any supporting material such as screenshots.
3. Handling Procedure
1. Acknowledgement: the Company will confirm receipt within 3 business days and give a reference number.
2. Review: the Company will review the facts and may ask for more information. Please reply promptly. Time spent waiting for your reply is not counted towards the deadline.
3. Response: the Company will send a written response with its decision and reasons within 30 days of receiving the dispute.
4. Where a matter needs longer, the Company will tell you the reason and the expected date.
4. Escalation
If you disagree with the response, you may ask for a second review by replying to the response within 14 days of the date of the response. The second review will be done by Taehoon Nam. The Company will send its final response within 14 days.
5. Other Remedies
This policy does not limit your rights under the law. A dispute that remains unresolved is subject to the governing law and jurisdiction in Article 24 of the Terms of Service: the laws and courts of Hong Kong.
6. Effective Date
This policy takes effect on 13 November 2026. Related: Refund Policy /refund-policy, Privacy Policy /privacy-policy.