Summary of the Complaints Handling Policy

Summary of YHIT’s Customer Complaint Handling Policy

Youhodler Italy, S.r.l. (the “Company” or “YHIT”) is committed to ensuring the highest standards of customer protection. An essential part of this commitment is allowing all customers (“Customer(s),” “you,” or “You”) to voice any complaints or dissatisfaction.

This document explains what to do if you are dissatisfied with our service and wish to file a complaint. Please note that this procedure applies exclusively to complaints; any initial requests or basic inquiries can be handled through the YouHodler Support Center available at . 
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This Summary is provided to Customers prior to the conclusion of the contractual relationship and is made available free of charge on a durable medium. It remains accessible at all times on the Company’s website, in accordance with Article 71 of Regulation (EU) 2023/1114 and Commission Delegated Regulation (EU) 2025/294. 

1. Submitting a Complaint

Customers are encouraged to submit complaints as soon as possible after the relevant event occurs. Complaints submitted at a later time will not be deemed inadmissible solely for this reason and will be evaluated on a case-by-case basis in accordance with applicable regulations.     

You can submit your complaint free of charge by filling out the form available at the following links: https://www.youhodler.eu/complaint-form or by sending the information contained in the form to the following email address: support@youhodler.com. Information on the complaint handling procedure and the form are accessible through the same digital channels used by Customers to access the Company’s services, including the website and customer support tools. 

Your complaint should include all relevant information as specified in the form mentioned above so that it can be properly submitted. Specifically, this information includes the following:

1. Personal data: 
   

• Individuals:
  
  • First name;
  • Last name;
  • ID number;
  • Account ID (if available);
  • Full address (street, number, floor, ZIP code, city, and country);
  • Email address linked to the YouHodler account;
  • Phone number.

• Legal entities:
  
  • Company name;
  • Registration number;
  • LEI (if available);
  • Account ID;
  • Registered address (street, number, floor, ZIP code, city, and country);
  • Email;
  • Phone number.

• If represented by an agent:
  
  • Power of attorney or equivalent documentation;
  • Full name;
  • Address (street, number, floor, ZIP code, city, and country);
  • Email;
  • Phone number

2. Information about the complaint:
   
   • Information regarding the specific service or transaction: please provide the relevant transaction or product ID visible on the Platform;
   • Clear description of the subject of the complaint (please attach any relevant documentation and information);
   • Date and time when the problem or event occurred;
   • Description of the damage, loss, or harm suffered;
   • Any other comments or information you consider useful for the purposes of the investigation.

You may submit your complaint in any of the official languages of the EU; that language will be used for all subsequent communications regarding the complaint. 

2. Complaint Handling

2.1 Acknowledgment of Receipt

Upon receipt of your complaint, we will send you an acknowledgment of receipt within two (2) business days, confirming the registration of the complaint and the outcome of the preliminary admissibility assessment. Where applicable, we will also inform you of the reasons why the complaint cannot be further examined.     

If the complaint is admissible, we will send you an email confirming receipt containing the following information:

1. the reference number assigned to the complaint;
2. the name, identity, and contact details (including email address and phone number) of the person or department to whom the Customer may direct any inquiries regarding the complaint;
3. confirmation that Customer Support is your primary point of contact and coordinates the complaint handling process;     
4. details of the channels through which you can submit any inquiries regarding the complaint: email to support@youhodler.com or via the customer support chat, in both cases using the assigned reference number; 
5. confirmation of the date your complaint was received;
6. an indication of the estimated timeframe for resolving the complaint;
7. a copy of the complaint submitted, for your reference.

2.2 Complaint Assessment

Upon receipt of your complaint, we will review the information provided in order to begin processing it. If additional information or documentation is required to proceed, we will ask you to provide it. Once sufficient information has been gathered, we will initiate the investigation and resolution process. Throughout the entire process, we will keep you informed of the actions taken and will respond without undue delay to any requests for clarification. Communications may take place via email or through the customer support chat, always using the complaint reference number.     

If the complaint is clear and complete, we will immediately initiate the investigation and resolution procedure described in section 2.3. During this procedure, we will keep you informed and updated on the actions taken and will respond to any requests for clarification you may make without undue delay. Such communications may be sent via email tosupport@youhodler.com or through the customer support chat, always using the reference number assigned to the complaint.

During the investigation, depending on the nature of the complaint, we may access your data, review previous communications, and consult with third-party service providers. This may include, among other activities, blockchain analysis, review of transaction history, and/or behavioral assessments.

2.3 Resolution Procedure

Regarding the resolution of your complaint, we will do our best to ensure a fair and efficient handling process, committing to thoroughly review complaints and provide you with a resolution within an indicative timeframe of two (2) months, in accordance with applicable regulations, starting from the date of receipt of the complaint.

In the event that the complaint requires further investigation and cannot be resolved within the initial two (2) month period, we will inform you accordingly, explaining the reasons for the delay and indicating the expected timeline for completing the investigation and communicating the final decision.

The timeframes indicated above may be suspended from the moment we request that you provide additional information or documentation and for as long as it takes to receive them. We will keep you informed throughout the entire process.

The final decision will address all points raised in your complaint and will state and justify the reasons for the outcome of the investigation. The final decision will be communicated electronically, unless you expressly request a paper copy.

2.4 Other Remedies

If the Customer is not satisfied with the outcome of the complaint handling process, they may have the right to resort to alternative dispute resolution mechanisms or judicial remedies, including the option to bring the matter before the competent judicial authorities, in accordance with applicable law.

Where provided for by national law, unresolved disputes may be submitted to an alternative dispute resolution body.

The availability and applicability of such remedies depend on the nature of the service provided and the applicable legal framework.

3. Compliance

This procedure has been drafted in accordance with Article 71 of Regulation (EU) 2023/1114 (MiCAR) and Commission Delegated Regulation (EU) 2025/294 on complaint-handling procedures for crypto-asset service providers.     
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DISCLAIMER: The Company reserves the right not to consider any requests, complaints, or claims from the Client if they contain emotional assessments or offensive language directed at the Company and/or its employees. The Company may also, where strictly necessary and in compliance with applicable regulations, temporarily restrict or suspend the use of specific services in order to resolve technical or security issues related to the subject matter of the complaint.