1 GENERAL PROVISIONS.
This User Complaint and Request Handling Procedure (hereinafter – the Procedure) determines the course of acceptance, registration, handling and settlement of complaints, applications and other requests made by users of the services provided by “Token Plaza” LLC (hereinafter – the Company).
This Procedure has been developed in order to:
• ensure the protection of rights and legal interests of users and/or third parties;
• improve transparency and quality of the provided services;
• comply with the requirements of the law of the Kyrgyz Republic, including regulatory acts that govern the operation of virtual asset exchange operators.
The Procedure is a public document and is available freely at the Company’s official website: https://tokenplaza.kg
2 REGULATORY FRAMEWORK.
This Procedure is developed and used in observance of the requirements of:
• the Law of the Kyrgyz Republic “On Virtual Assets”;
• the Law of the Kyrgyz Republic “On Information of Personal Nature”;
• the Law of the Kyrgyz Republic “On Countering the Financing of Criminal Activities and Legalisation (Laundering) of Illegal Proceeds”;
• the Decree of the Cabinet of Ministers of the Kyrgyz Republic No. 514 of September 16, 2022
“On the Issues of regulation of relations arising from the circulation of virtual assets” (including requirements towards the operation of virtual asset exchange operators);
• the Regulation on general requirements towards the internal CFTA/LCP control program;
• other regulatory legal acts of the Kyrgyz Republic.
3 PERSONS ENTITLED TO LODGE COMPLAINTS.
• Users of the Company’s services – individuals
• Users of the Company’s services – legal entities represented by their authorised representatives
• Potential customers, third parties, whose rights and legal interests have been affected / infringed by the Company’s actions or omission.
4 TYPES OF REQUESTS.
This Procedure applies to the handling of:
• complaints regarding the quality, timelines, terms and conditions of the provision of services by the Company;
• requests regarding the performance of applications and transactions in virtual assets;
• requests regarding the matters of User identification (KYC/KYB);
• requests regarding the processing of personal data;
• other applications and requests concerning the operation of the Company;
• requests containing information on any suspected breach of the law of the Kyrgyz Republic as may have become known to the applicant in the course of receipt of the services provided by the Company.
The Procedure does not apply to requests concerning:
• commercial offers;
• advertising materials;
• requests irrelevant to the Company’s operation.
5 COMPLAINT AND REQUEST FILING CHANNELS.
The Company accepts complaints and requests:
• by e-mail:
support@tokenplaza.kg
• through the feedback forms at the Company’s official website (if available at the time of filing of the complaint or request);
• using other methods provided by the Website’s functionality.
The Company may disregard anonymous requests except for cases when these contain information on any potential breach of the law of the Kyrgyz Republic.
6 REQUIREMENTS TOWARDS THE CONTENT OF COMPLAINTS AND REQUESTS.
A complaint or request must contain:
• the applicant’s surname, first name, patronymic (for individuals), or the name and identification data of a legal entity;
• contact details for feedback – contact person, e-mail address (also those specified upon registration as a User – if applicable);
• essential description of the complaint / request (circumstances, facts, date / period (anticipated date / period) and general description of the situation);
• if available – documents or other materials confirming the applicant’s arguments.
• if the complaint / request is filed through a representative – copies of documents certifying the representative’s authority to file the complaint / request.
The Company may request the applicant to provide additional information / documents required for an objective and comprehensive processing of the complaint / application.
7 REGISTRATION AND PROCESSING OF COMPLAINTS AND APPLICATIONS.
Any received complaints and requests must be registered no later than within three (3) business days of the time of receipt of this complaint / request.
The Company ensures:
• objective and comprehensive processing of complaints / requests;
• observance of confidentiality principles;
• prevention of discrimination or infringement of the applicant’s rights.
complaints are to be processed no later than within 15 (fifteen) business days of the date of registration thereof, unless the law of the Kyrgyz Republic or the nature of the request provide for other timeframes.
Should any additional checks be required or any additional information or documents be required from the applicant, the processing period may be extended upon a separate notice to the applicant. The reasonable time for the provision of additional information / documents by the applicant at the Company’s request is determined separately and communicated to the applicant.
In case of failure to meet the requirements towards the content of a complaint / request or the applicant’s failure to provide any essential information / documents, the Company may refuse to handle the complaint / request at a notice to the applicant. The applicant may repeatedly file the same request with the Company after the previously identified shortcomings have been rectified.
8 DECISION MAKING AND NOTIFICATION OF THE APPLICANT.
Considering the results of the processing of a complaint / request, the Company delivers one of the following decisions:
• granting the complaint / request (in full or in part);
• refusal to grant the complaint / request with a reasoned justification;
• explanation of the procedure and terms of service provision.
• other decision based on the meaning and content of the respective complaint / request.
The response is sent to the applicant using the contact details specified in the complaint / request, in writing or electronically (at the applicant’s option).
9 CONFIDENTIALITY AND PROTECTION OF PERSONAL DATA.
All data acquired in the course of complaint and request handling are processed in observance of the requirements provided for by the law of the Kyrgyz Republic on the protection of personal data.
Information contained in complaints / requests is not to be disclosed to third parties except for cases explicitly provided for by the law of the Kyrgyz Republic.
10 COOPERATION WITH GOVERNMENT AUTHORITIES.
If a complaint / request contains indications of a breach of the law of the Kyrgyz Republic, the Company may:
• hand the information over to government authorities;
• provide documents and information upon a legitimate request of the regulators.
11 RIGHT OF RECOURSE TO THE COURT AND GOVERNMENT AUTHORITIES.
Handling of a complaint / request by the Company does not restrict the applicant’s right of recourse:
• to the government authorities of the Kyrgyz Republic;
• to the court, in accordance with the procedure provided for by the law of the Kyrgyz Republic.
12 CONCLUDING PROVISIONS.
This Procedure takes effect at the time of publication thereof at the Company’s official website. The Company may make amendments to this Procedure. The current version is always available at the Company’s official website.
Published on: September 22, 2025
Revised on: January 26, 2026
