Complaints Handling Procedure

Twin Stablecoins (Twin Finance S.A.S.)

Twin Finance S.A.S., the issuer of Twin Stablecoins, is committed to handling complaints promptly, fairly and free of charge.

How to make a complaint

Please send your complaint to [email protected] or through the communication channel agreed with you. To help us review your complaint, please include:

Your name or the name of your entity and your Twin account details (if applicable);
The name and email of the person we should contact;
The Twin Stablecoin(s) your complaint relates to (for example, ARGt, BRAt or MEXt) and the network involved (for example, Arbitrum, Base or Polygon);
The type of issue (for example, issuance, redemption, delay, incorrect amount, fees, account access or other);
A description of the issue and the date(s) on which it occurred;
The transaction ID or transaction hash, the wallet address(es) and the amounts involved, if any;
The outcome you are seeking; and
Any supporting documents.

What happens next

We will acknowledge receipt of your complaint within ten (10) business days and give you an indicative timeframe for its resolution.
Your complaint will be reviewed by our Operations or Compliance team and, where necessary, escalated to our Chief Compliance Officer.
Where we identify an error, we will correct it within a reasonable timeframe.
We will inform you in writing of the outcome of our review and the reasons for our decision.

Twin Assets (Twin Finance Bermuda Ltd.)

Twin Finance Bermuda Ltd. (“Twin”) is committed to handling complaints promptly, fairly and free of charge.

How to make a complaint

Please submit your complaint through our Complaint Form or contact us at [email protected] or through the communication channel agreed in your client agreement. To help us review your complaint, please include:

The name of your entity and your Twin Account ID (if applicable);
The name and email of the person we should contact;
The Twin product or service your complaint relates to;
The type of issue (for example, delay, incorrect amount, fees, account access or other);
A description of the issue and the date(s) on which it occurred;
The transaction ID or transaction hash and the amounts involved, if any;
The outcome you are seeking; and
Any supporting documents.

What happens next

We will acknowledge receipt of your complaint within ten (10) business days and give you an indicative timeframe for its resolution.
Your complaint will be reviewed by our Operations or Compliance team and, where necessary, escalated to our Chief Compliance Officer.
Where we identify an error, we will correct it within a reasonable timeframe.
We will inform you in writing of the outcome of our review and the reasons for our decision.

Account Inactivity

A Twin Account may be deemed inactive where (a) no transaction, instruction or communication has been received from the account holder for a period of twelve (12) consecutive months; and (b) the account holder has not responded within thirty (30) days following at least one attempt by Twin to contact it through the agreed communication channel. Holding Twin Tokens or other digital assets in a Twin Account constitutes activity, and a Twin Account will not be deemed inactive for so long as it holds a positive balance of Twin Tokens or other digital assets.

Before closing an account or deeming it inactive, Twin will give reasonable prior notice and an opportunity to rectify any issue, save where prohibited by applicable law or where immediate action is required for legal, regulatory, anti-money laundering or security reasons.

Upon closure or deactivation of an account, Twin will promptly return any digital assets held for the account holder in accordance with their instructions, subject to applicable law.

Regulatory Information

Twin Finance Bermuda Ltd. is a segregated accounts company incorporated in Bermuda (registration number 202403211) and is licensed to conduct digital asset business by the Bermuda Monetary Authority under the Digital Asset Business Act 2018 (Class M licence). No other entity of the Twin group holds such licence.

Head office: c/-Walkers Corporate (Bermuda) Limited, Park Place, 55 Par-la-Ville Road, Hamilton, Pembroke, HM 11, Bermuda
Contact: [email protected]