Novudi

Novu Tech EOOD is committed to providing a fair, transparent and reliable experience for all our customers, so if you have any complaints, we encourage you to let us know. Each received complaint will be reviewed carefully and quickly.

How to make a Complaint

You can submit a complaint free of charge through our web form or you can send us an email at [email protected]

Please include:

Your name or company name
Contact details
A short description of the issue
Any helpful information (order ID, screenshots, timestamps)

What Happens After You Submit a Complaint

Step 1 — Acknowledgement

contact-us-form.WeWillConfirmThatWeReceivedYourComplaintWithin2-5BusinessDays

Step 2 — Review

We will investigate the matter by checking:

order execution data,
platform logs,
fees applied,
communication history, and
any technical issues.

Step 3 — Response

We will send you a final reply within 30 business days. If the issue is complex and requires more time, we will let you know.

Possible Outcomes

Depending on what we find, we may:

explain what happened and give more information,
correct an error,
adjust a fee (if incorrectly charged),
offer a remedy or compensation (where appropriate), or
decline the complaint (with clear reasons).

If you are not satisfied

If you disagree with our final response, you may:

use an Alternative Dispute Resolution (ADR) body in Bulgaria or the EU
submit your issue through the EU Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr/
contact the Financial Supervision Commission (FSC):
https://www.fsc.bg
take the matter to court, following the rules in our Terms & Conditions.

Your data and privacy

All complaints are handled confidentially and in line with:

MiCAR rules,
the Bulgarian Markets in Crypto-Assets Act,
GDPR and Bulgaria data-protection laws.

We keep complaint related information for at least 5 years, after we have settled the matter with you or longer if required by law.

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