Complaints Procedure
Effective August 1, 2026
D.I.T.C. LLC operating as DITC.io · www.ditc.io · Version 1.0
This Complaints Procedure sets out how to raise a complaint and how it is handled. It is referenced from section 7 of the Legal Notice and Section X of the General Terms and Conditions, and forms part of the documentation incorporated into your Agreement.
1. How to Submit a Complaint
Complaints must be submitted in writing to complaints@ditc.io.
To allow us to investigate without avoidable delay, please include:
- your full name and, for corporate clients, the legal entity name;
- your account identifier or merchant ID;
- a description of the matter complained of;
- any relevant transaction references, dates, and amounts;
- the outcome you are seeking;
- any supporting documents.
2. Acknowledgement and Response Times
| Stage | Timescale |
|---|---|
| Acknowledgement of receipt | Promptly after the complaint is received |
| Substantive response | Within 15 business days of receipt |
| Extended response, where circumstances prevent resolution within 15 business days | You are informed of the delay and the reasons, and a response is provided within 35 business days at the latest |
3. Who Handles What
D.I.T.C. LLC operates the complaints management system and is your point of entry for every complaint, regardless of subject matter.
| Subject of complaint | Handled by |
|---|---|
| Platform, gateway, API, dashboard, onboarding, reporting, technical support, marketing | D.I.T.C. LLC directly |
| Fund holding, settlement, payouts, rolling reserves, refunds, chargebacks, negative balance recovery, FX conversion | Forwarded by DITC to SENDORA INC. as Settlement Entity (FINTRAC MSB Registration No. C100000575). Correspondence for Sendora is routed via support@ditc.io, with DITC acting as platform intermediary. |
| Data protection and data-subject rights | privacy@ditc.io — see the Privacy Policy |
4. Complaints Register
All formal complaints are recorded in a complaints register maintained by D.I.T.C. LLC. The register records the date of receipt, the complainant, the subject matter, the entity handling the complaint, the actions taken, and the date and content of the final response.
5. If You Are Not Satisfied
If you are not satisfied with the outcome, you may escalate the matter to any competent regulatory or dispute-resolution authority in your jurisdiction.
- Data-protection matters. EU/EEA residents may lodge a complaint with the data-protection authority of their country of residence (directory at edpb.europa.eu). UK residents may contact the Information Commissioner’s Office (ico.org.uk). In respect of processing carried out by Sendora Inc., the Office of the Privacy Commissioner of Canada.
- European Union – alternative dispute resolution. The European Commission’s Online Dispute Resolution platform was discontinued on 20 July 2025 pursuant to Regulation (EU) 2024/3228 and has not been replaced by a central platform. Consumers may identify a competent alternative dispute resolution body in their Member State through the European Commission’s directory at consumer-redress.ec.europa.eu/dispute-resolution-bodies.
- United States. Consumers may contact the Attorney General of their state of residence.
- Other jurisdictions. Details of competent authorities are available on request from legal@ditc.io.
Nothing in this procedure limits any right you may have to pursue a claim before a competent court. Governing law and jurisdiction are set out in Section XIV of the General Terms and Conditions.
6. Regulatory Status Reminder
D.I.T.C. LLC is a technology and infrastructure provider. It holds no financial licence and at no time holds, receives, controls, or routes client or merchant funds. Sendora Inc. is registered as a Money Services Business with FINTRAC; that registration is a registration requirement under Canadian anti-money-laundering legislation and is not a prudential licence, does not constitute government approval or endorsement, and provides no deposit insurance or guarantee of funds. Funds held by Sendora Inc. are not covered by the CDIC, FDIC, FSCS, or any EU deposit-guarantee scheme.
7. Contact
| Purpose | Address |
|---|---|
| Formal complaints | complaints@ditc.io |
| Account & service support | support@ditc.io |
| Data-subject rights | privacy@ditc.io |
| Legal & compliance | legal@ditc.io |