At CobWeb Pay (CloudTechX Pty Ltd), we are committed to providing high-quality services. If you are not satisfied, we encourage you to tell us so we can resolve your complaint quickly and fairly.
How to Lodge a Complaint
You can lodge a complaint for any of our services using the following methods. Please provide your full name, registered email address, and a clear description of the issue.
• For General Customer Support: customerservice@cobwebpay.com
• For Formal Complaints: complaints@cloudtechx.com.au
• In-App: Via the support/help section within the CobWeb Pay App.
Our Complaint Handling Process
1. Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
2. Investigation: We will investigate your complaint, which may involve reviewing your account and the circumstances of the issue.
3. Resolution: We aim to provide a final response within 30 calendar days of receiving your complaint. If our investigation takes longer, we will keep you informed of our progress.
Complaints about Specific Services
A. Complaints about the CobWeb Pay App & Exchange Services
This includes issues with:
• Account opening, verification (KYC), and management.
• Trading, swapping, buying, or selling cryptocurrencies.
• AUD deposits and withdrawals via our on/off ramp.
• OTC Desk services.
• The Multi-asset Wallet functionality.
• The Referral Program or other trading campaigns (e.g., Tap-Trade-Win).
Process: As an AUSTRAC-registered digital currency exchange, we will handle your complaint according to our internal process outlined above. Please note that our digital currency exchange services are not covered by the Australian Financial Complaints Authority (AFCA).
B. Complaints about the CobWeb Pay Card
This includes issues with:
• Card issuance, activation, or declined transactions.
• Card fees and charges.
• Transaction disputes (e.g., unauthorized transactions).
• Card-specific terms and conditions.
Process: The CobWeb Pay Card is a prepaid Mastercard issued by EML Payment Solutions Limited ABN 30 131 436 532 AFSL 404131.
• You should raise your complaint with us in the first instance using the contact details above.
• The full complaints process for the Card, including the details of the external dispute resolution scheme available to you through the issuer, is set out in the Product Disclosure Statement (PDS). We will provide you with a copy of the PDS upon request and it is available on our website.
C. Complaints about the Card Welcome Pack Campaign
This includes issues with:
• Not receiving cashback rewards.
• Not receiving referral bonuses (USDT).
• The calculation of rewards or eligibility for the campaign.
Process: This campaign is a promotional program provided by CloudTechX Pty Ltd. Please refer to the dedicated Card Welcome Pack Campaign Terms & Conditions for the specific dispute resolution process related to this promotion.
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