Customer Disputes Policy

Commitment

Hard2bit S.L. is committed to handling customer disputes in a fair, transparent, and efficient manner, with the aim of achieving a timely and satisfactory resolution for all parties involved. The Company will act impartially, respect the confidentiality of the information provided, and ensure compliance with applicable legal and contractual obligations.

Hard2bit also seeks to minimize the operational impact of disputes by promoting a proactive approach based on open communication, the search for mutually acceptable solutions, and the continuous improvement of internal processes and commercial relationships.

Submission channels

If a customer identifies an issue or situation they wish to dispute, they may submit it through the following channels:

Required information

To process the dispute, the following information should be provided:

• A detailed description of the issue.
• Supporting documentation evidencing the circumstances raised, where applicable.
• Contact details for follow-up communications.

Handling process and timelines

Once the dispute has been received:

1. Acknowledgement of receipt
   The customer will receive an acknowledgement of receipt within a maximum period of 48 hours, confirming that the matter is under review.
2. Initial review
   The designated team will review the dispute and the information provided within 5 business days.
3. Request for additional information
   If additional information is required, the customer will be contacted during this period.
4. Follow-up
   During the process, the customer will be informed of relevant progress in the review and of the final outcome.
5. Resolution
   The response to the dispute will be issued under the following conditions:

   • Simple cases: within 10 business days from the receipt of the dispute.
   • Complex cases: where more extensive analysis is required, the customer will be informed of the extended timeframe and of the actions in progress.
6. Proposal and acceptance
   Once a solution has been identified, it will be proposed to the customer and discussed in order to seek agreement and satisfaction.
7. Escalation / mediation
   Where necessary, the dispute may be escalated internally to higher levels within the Company or referred to external mediation.
8. Final report
   The customer will receive a final report setting out the resolution adopted.
9. Closure
   The dispute will be formally closed once it has been confirmed that the customer is satisfied, or once all review stages have been exhausted.

Responsibilities

If you become aware of a possible breach of this policy, or suspect that any employee, supplier, contractor, or third party related to the Company is acting contrary to what is established herein, you are encouraged to report it immediately through the following channel: info@hard2bit.com.

Measures in case of non-compliance

Failure to comply with this policy may result in corrective or disciplinary measures, as appropriate in each case, always in accordance with applicable regulations, contractual commitments, and the Company’s internal procedures.

Such measures shall be applied in a proportionate and justified manner, taking into account the seriousness of the non-compliance, any recurrence, and the type of relationship with the individual or entity involved.

The Company will in all cases promote an approach focused on prevention, responsible correction, and continuous improvement, while respecting the rights of all parties involved.