DemoVela is a demonstration project. Vela Digital AG is a fictitious company used for demo purposes only: it is not entered in the Swiss commercial register, is not authorised or supervised by FINMA, is not a member of any self-regulatory organisation, and is not affiliated with Office Club or any business at the address shown. No real money or crypto-assets are accepted or held.
We want to hear when something goes wrong. This procedure explains how to raise a complaint and what happens next.
1. How to complain
Send us your complaint through the contact form, selecting “Complaint”. Please include your account email, a description of the issue, relevant dates and transaction IDs, and what you would like us to do.
2. What happens next
- We acknowledge your complaint within 2 business days.
- A team member not involved in the original matter investigates it.
- We send a written final response within 15 business days. In complex cases we will explain the delay and respond within 30 business days at the latest.
3. If you are not satisfied
You may escalate the matter to our management by replying to our final response. You may also refer the dispute to a recognised Swiss ombudsman or bring a claim before the competent courts in Zürich.
4. No cost
Making a complaint is free of charge and does not affect your other rights.