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Complaints procedure
Send a complaint by email with your contact details, what happened and what outcome you want. Complaints about the website or the network go to MANTRA Chain Association; complaints about exchange, brokerage or investment services go to Mantra Finance FZE, which is licensed by VARA (VASP Licence VL/25/02/001).
Regulator's complaint route read , source vara.ae
1. How to complain
What to include
- Your name and an email address for the reply.
- What happened and when, in order.
- The wallet address and the transaction hash, if a transaction is involved.
- The outcome you want.
Never send a seed phrase or a private key. Nobody handling a complaint needs one.
Where to send it
- Website or network
- MANTRA Chain Association: [email protected], with the word "Complaint" in the subject line.
- Exchange, brokerage or investment services
- Mantra Finance FZE: complaints address not published.
Other channels are listed on the page to contact MANTRA Chain.
2. What happens next
- Acknowledgement. We confirm that we have your complaint and tell you who is handling it. Time limit not yet set
- Investigation. We check the records and may ask you for more detail. A complaint is handled by someone who was not involved in the matter.
- Final response. We answer in writing, with our reasons and with what we will do. Time limit not yet set
3. If you are not satisfied
Services of Mantra Finance FZE
If the company's final response does not settle the matter, or none arrives, you can complain to the Virtual Assets Regulatory Authority. Mantra Finance FZE is licensed by VARA under VASP Licence VL/25/02/001; quote that reference. VARA asks that a complaint about a licensed firm is raised with the firm first. Its remit is virtual assets in the Emirate of Dubai outside the Dubai International Financial Centre. Use the VARA complaint form. What the licence covers is on the page about licences and regulators.
MANTRA Chain Association
The body that hears complaints about the Association is not published.
4. What we cannot resolve
- Confirmed transactions. A transfer that you signed and the network confirmed cannot be reversed by MANTRA Chain Association or by Mantra Finance FZE.
- Third parties. A dispute with an exchange, a wallet provider, a bridge, a validator or the issuer of a token goes to that firm.
- Market losses. A fall in price is one of the risks on the risk disclosure page, and a complaint cannot undo it.
The terms of use say what the website does and does not offer.
Email your complaint
Put "Complaint" in the subject line, and leave out seed phrases and private keys.