Complaints Procedure - Hiram Trade

Version: 2026-10-01. Effective date: 2026-10-01.

This English version is a translation. The Polish version is legally binding.

This procedure forms part of the Terms (Art. 8(3)(4) of the Act of 18 July 2002 on the Provision of Electronic Services (ustawa o świadczeniu usług drogą elektroniczną)). The Operator is JIII-LEGACY spółka z ograniczoną odpowiedzialnością, ul. Jaworowa 19, Kuźniki, 63-500 Ostrzeszów, Polska.

1. Scope of the procedure

1. Complaints - objections concerning the Services: malfunction of the Platform, unavailability, billing, invoices, calculation of the Success Fee or the Subscription fee.
2. Appeals against moderation decisions - against decisions to remove or restrict Content, hold a Listing, restrict features, suspend an Account or terminate the agreement, as well as against decisions rejecting a notice of Illegal Content (an internal complaint-handling system applied voluntarily in line with the standard of Art. 20 of Regulation (EU) 2022/2065).
3. Objections to verification - against decisions to grant, refuse or withdraw a Verification Level.

The procedure does not cover disputes between Companies arising from Deals; the Operator is not a party to them (§ 14 of the Terms).

2. How to file a complaint

1. A complaint may be filed:

   1. by e-mail to contact@hiramtrade.com;
   2. in writing to ul. Jaworowa 19, Kuźniki, 63-500 Ostrzeszów, Polska.

   Notices of Illegal Content are submitted with the "Report" function next to the Content or by e-mail to contact@hiramtrade.com (Terms § 9(1)).

2. A complaint should include:

   1. the Company name and the e-mail address of the User filing the complaint;
   2. a description of the problem and the date on which it occurred;
   3. the identifiers concerned (e.g. the number of the Listing, RFQ, Deal, invoice or moderation decision);
   4. the expected resolution;
   5. in the case of an appeal against a moderation decision - the reasons why the decision is incorrect and any evidence.

3. If a complaint does not contain the information needed to consider it, we will ask for it to be supplemented. The time limit for consideration runs from the date on which the supplement is received.

4. Complaints concerning the Services should be filed within 30 days of the date on which the Company became aware of the problem. This time limit applies only to the complaints procedure and does not restrict the statutory rights of a Sole Trader with Consumer Rights. Appeals against moderation decisions may be filed within 6 months of receiving information about the decision.

3. Time limits and handling

1. We acknowledge receipt of a complaint without delay, usually within 2 Business Days.
2. We respond within 14 days of receiving a complete complaint. If the matter is complex, we may extend the time limit to 30 days, informing the complainant of the reason before the 14 days expire.
3. Appeals against moderation decisions are considered by a person who did not take the original decision, and not solely by automated means. If an appeal is justified, we reverse the decision without delay.
4. We send the response by e-mail to the address from which the complaint was filed or to another address indicated. It contains the decision, the reasons and - if the complaint is upheld - how the problem will be remedied (e.g. a corrected invoice, reinstatement of Content).
5. Where a complaint concerning fees is upheld, the invoice is corrected and any overpayment is refunded within 14 days.

4. Other remedies

1. A Company that disagrees with the decision may use mediation (§ 26(2) of the Terms) or pursue judicial remedies.
2. Sole Traders with Consumer Rights retain their statutory rights, which this procedure does not restrict.