At VelaFi, we’re committed to delivering reliable, high‑quality services and products to all our customers and partners.
If you’re unhappy with any aspect of your experience, we encourage you to share your feedback — we take every complaint seriously and will do our best to make things right.
How to Make a Complaint
You can reach us by emailing complaints@velafi.com
To help us investigate your issue quickly and thoroughly, please include as much detail as possible, such as:
- Your full name (and company name, if applicable)
- Your contact information (email or phone number)
- Your VelaFi UID/MID (if available)
- A clear explanation of the issue and how it has affected you
- Relevant dates and any transaction or payment references
-
Supporting documentation, such as screenshots, statements, or correspondence
If someone is making the complaint on your behalf, please include their contact details and provide proof of their authorization to represent you.
You can submit a complaint in any language you prefer, or in any language we use to communicate or market our services. Where possible, our response will be in the same language.
What Happens Next
We aim to handle all complaints as quickly and fairly as possible. Here’s what to expect:
- Review and Investigation – We’ll review the details you’ve provided and may contact you if we need more information.
- Response Time – Our goal is to send a final response within 15 business days of receiving your complaint.
- Delays (if any) – In exceptional situations, it may take up to 35 business days due to factors beyond our control. If this happens, we’ll notify you and explain the reason for the delay.
- Final Outcome – Our final response will outline the findings of our investigation, the outcome, and any steps we’ll take to address the issue.